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Indigenous Patient Care Quality Officer
2 months ago
Job Summary:
The Indigenous Patient Care Quality Officer provides leadership and consultation in the identification, management, resolution, and education of patient/client issues, and works in collaboration with key stakeholders to facilitate resolution of complaints, with a primary focus of supporting complaints made by Indigenous patients and families.
Key Responsibilities:
- Provides expert support to Directors, Medical Directors, and Managers and other senior leaders in the management of client feedback activities, by 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.
- Promoting use of client feedback information management system 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.
- Working in partnership with other staff as needed, supports 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 system ((PSLS) data collection tools and databases), ensuring that client feedback is documented, status of investigation and resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Creates standard and ad hoc reports as required. Provides updates, coaching, and training on the use of the module and any legislated requirements to users.
- 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 Bachelors 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.
- Preference will be given to candidates who identify as Indigenous including First Nations, Métis, or Inuit.
- Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents' Bill of Rights. Demonstrated comprehensive knowledge of Indigenous worldviews and perspectives of health and wellness and/or demonstrated allyship. Demonstrated proficient knowledge of Indigenous cultural safety and humility within health services contexts. Demonstrated knowledge of systemic discrimination, anti-Indigenous racism, colonization, and social determinants of health. Demonstrated understanding of BC DRIPA, UNDRIP, and Truth & Reconciliation Commission calls to action. Demonstrated knowledge of client relations and complaints management best practices. Demonstrated ability to exercise judgment and sensitivity working with complex, confidential, and sensitive issues. Demonstrated knowledge of health care system issues and functions.
- Demonstrated analytical, problem-solving, and conflict resolution skills. Ability to lead, participate, and facilitate inter-disciplinary groups in a collaborative environment with multiple interests. Ability to provide consultation to healthcare professionals. Ability to develop, coordinate, and deliver cultural safety and humility educational programs and presentations. Ability to work effectively with others, including working effectively in an Indigenous environment, in a multicultural environment, independently, as part of a team, and understanding the frameworks of other disciplines, with advanced awareness of one's own racial identity. Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/family needs. Demonstrated organizational skills and ability to prioritize workload and work under time pressures to meet deadlines.
What We Offer:
- Join one of BC's largest employers with province-wide programs, services, and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
- Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
- Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
- Annual statutory holidays (13) with generous vacation entitlement and accruement.
- 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.
