Indigenous Patient Care Quality Manager
2 days ago
Job Title: Indigenous Patient Care Quality Officer
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.
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