Indigenous Patient Care Quality Officer
1 day ago
About the Role:
The Indigenous Patient Care Quality Officer plays a critical role in ensuring that Indigenous patients receive high-quality care that is respectful and culturally safe. This position is responsible for providing leadership and consultation in the identification, management, resolution, and education of patient/client issues, with a primary focus on supporting complaints made by Indigenous patients and families.
Key Responsibilities:
- Provides expert support to Directors, Medical Directors, and Managers in the management of client feedback activities, bringing an Indigenous-specific decolonizing and anti-racist lens to the management of Indigenous and non-Indigenous patient/client and family feedback and complaints activities.
- Collaborates with key stakeholders regarding patient/client complaints and concerns, and supports a culturally safe and appropriate resolution of issues.
- Minimizes risk to the organization by working with risk management as needed.
- Promotes the use of client feedback information management systems to effectively track and manage client feedback.
- Provides advice and consultation regarding the management of Indigenous client feedback/complaints, including both verbal and written communication and courses of action when initial steps do not resolve issues to a complainant's satisfaction.
- Works in partnership with other staff as needed to support Indigenous patients and families to report concerns about care.
- Assists Indigenous and non-Indigenous families and clients with the complaints process, with a priority focus on supporting Indigenous patients and families.
- Facilitates effective triaging of complaints, determines appropriate action, and timely follow-up in response to patient/family complaints or related situations.
- Assists in the maintenance and development of client feedback information management systems, ensuring that client feedback is documented, the status of investigation and resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes.
- Serves as a liaison between patients/families and the organization and the community, with a focus on Indigenous patients/families and Indigenous communities, assisting patients/families to know and understand their rights and responsibilities and to navigate through the organization's processes.
- Remains current on relevant legislation, regulations, standards, and common law, collaborating with other departments such as Legal Services, Information, Access & Privacy, and Risk Management.
- Provides and facilitates education opportunities for key stakeholders and staff about the unique experiences and priorities of Indigenous patients/families and the requirement of enhancing cultural safety and humility throughout complaints processes.
Requirements:
- A level of education, training, and experience equivalent to a Bachelor's degree in Health Administration or one of the health disciplines or other relevant area, plus three (3) years' related conflict resolution/crisis intervention experience, including one (1) year of recent related experience in any of the following areas: Indigenous-specific anti-racism work, or work in the Indigenous health sector, inclusive of facilitation related to Indigenous cultural safety, Indigenous health administration, or direct health service delivery.
- Comprehensive knowledge of Indigenous cultural safety and humility within health services contexts and completion of training in Indigenous cultural safety and trauma-informed practice.
- Preference will be given to candidates who identify as Indigenous, including First Nations, Métis, or Inuit.
What We Offer:
- A comprehensive benefits package, including a municipal pension plan and psychological health & safety programs and holistic wellness resources.
- Annual statutory holidays (13) with generous vacation entitlement and accrual.
- PHSA is a remote work-friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
- Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.
Location: 1333 W Broadway, Vancouver, BC V6H 1G9
Requisition #: 167517E
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