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Indigenous Patient Care Quality Specialist
2 months ago
Indigenous Patient Care Quality Officer
Patient Care Quality Office
The Provincial Health Services Authority (PHSA) prioritizes patient safety as a collective responsibility, aligning with our Mission, Vision, and Values. This role is essential in fostering continuous improvement in quality and safety across all facets of patient care.
The Indigenous Patient Care Quality Officer plays a pivotal role in leading and advising on the identification, management, resolution, and education of patient/client concerns. This position collaborates with key stakeholders to facilitate the resolution of complaints, with a particular emphasis on supporting Indigenous patients and their families. The Officer ensures that feedback channels are accessible and that complaints are addressed promptly, respectfully, and appropriately. Additionally, this role is responsible for overseeing the tracking, analysis, and reporting of client feedback activities, identifying opportunities for accountability and organizational improvement.
Key Responsibilities
- Provide expert guidance to senior leaders in managing client feedback activities, applying an Indigenous-specific decolonizing and anti-racist perspective.
- Collaborate with stakeholders to address patient/client complaints and ensure culturally safe resolutions.
- Work with risk management to mitigate organizational risks.
- Promote the use of client feedback information management systems for effective tracking and management.
- Offer advice on managing Indigenous client feedback and complaints, including communication strategies when initial resolutions are unsatisfactory.
- Support Indigenous patients and families in voicing their concerns about care.
- Assist clients with the complaints process, prioritizing Indigenous patients and families.
- Facilitate the triaging of complaints, determining appropriate actions and ensuring timely follow-up.
- Maintain and enhance client feedback information management systems, ensuring documentation and monitoring of investigations and resolutions.
- Act as a liaison between patients/families and the organization, focusing on Indigenous communities and assisting them in understanding their rights and navigating processes.
- Stay informed on relevant legislation and collaborate with departments such as Legal Services and Risk Management.
- Provide educational opportunities for stakeholders about the unique experiences of Indigenous patients and the importance of cultural safety in complaint processes.
Qualifications
- A Bachelor’s degree in Health Administration or a related field, along with three years of relevant conflict resolution experience, including one year in Indigenous health or cultural safety.
- Preference for candidates identifying as Indigenous (First Nations, Métis, or Inuit).
- Comprehensive knowledge of laws and legislation relevant to patient care and Indigenous health.
- Strong analytical, problem-solving, and conflict resolution skills.
- Ability to lead interdisciplinary groups and deliver educational programs on cultural safety.
- Excellent communication skills, both verbal and written, with a focus on sensitivity to patient needs.
Commitment to Reconciliation
PHSA is dedicated to fostering a diverse workforce and creating an inclusive environment. We are committed to addressing existing inequities and barriers in our systems, particularly those affecting Indigenous peoples. Our initiatives aim to eradicate Indigenous-specific racism and support the self-determination of Indigenous communities.
What We Offer
PHSA provides a supportive environment for professional growth and development, with access to extensive training programs and a comprehensive benefits package. We value the contributions of all employees and strive to create a workplace that reflects our commitment to equity and reconciliation.
