Patient Care Quality Officer

Salary range: The salary range for this position is CAD $38.12 - $54.80 / hour Why Fraser Health?:
We are looking for a** Full Time Patient Care Quality Officer (PCQO)** to join our team in** Abbotsford, B.C.**

**What We're Looking For**:

- ** Qualifications**: Bachelor's Degree in a health care profession.
- ** Experience**: At least three (3) years' recent related client relations experience, or an equivalent combination of education, training and experience will also be considered.

This is your opportunity to become a valued member of the dynamic and dedicated Patient Care Quality Office at Fraser Health. Bring your positive energy and dedication to quality in service and care to a role where you are a leader in establishing and maintaining effective relationships with our patients, clients and residents. Respect and trust are key to your success. In this role, you will be reporting to the Managing Consultant, Patient Care Quality Office, and working closely with various Program Executive Directors, Directors, Managers and Medical Directors.

Detailed Overview: Reporting to the Managing Consultant, Patient Care Quality Office, and working closely with the administrative team (Executive Directors, Medical and Health Services Directors, Managers), the Patient Care Quality Officer (PCQO) supports the Fraser Health Authority in its focus on establishing and maintaining effective relationships with our patients/clients/residents. The PCQO provides leadership and expert consultation in the identification, management, resolution and education of patient/client/resident issues and works in collaboration with key stakeholders, internal to the organization to facilitate resolution of patient/family complaints and to minimize risk exposure/liability claims to the organization. The PCQO ensures that avenues for patient/resident/client feedback are accessible, that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The PCQO is also responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization. The PCQO works closely with the Quality Improvement Patient Safety Consultants and Integrated Risk Management staff, referring to them all client feedback issues with potential liability or other risks requiring reporting to Health Care Protection Programs. Responsibilities:

- Provides expert support to Executive Directors, Medical and Health Service Directors, and Managers in the management of client feedback activities. Collaborates with key stakeholders regarding patient/client/resident complaints and concerns, supporting resolution of issues and ensuring that client feedback is tracked for accountability and improvement purposes.
- Fulfills obligations and responsibilities in the context of relevant legislation, regulations and common law and collaborates with stakeholders, the Freedom of Information and Protection of Privacy Coordinator, and the Secretariat for the Patient Care Quality Review Board.
- Provides advice to the administrative team regarding the management of client feedback issues, including both verbal and written communication and courses of action when initial steps taken do not resolve issues to a complainant's satisfaction.
- Ensures timely and effective triaging of complaints and determination of follow up actions in response to patients/clients/residents and/or family complaints and related situations.
- Provides consultative services throughout FH on effective complaints management, promoting the use of a consistent process adopted by Fraser Health for use organization-wide.
- Serves as a liaison between family and the organization and the community assisting patients/clients/residents and families to know and understand their rights and navigate through the organization's processes.
- Ensures the appropriate referral of issues with potential risk or liability to the Integrated Risk Management Consultants, who are responsible to liaise with BC Health Care Risk for appropriate follow up.
- Coordinates conferences between patients/clients/residents and their representatives and the appropriate administrative staff as appropriate.
- Assists in the maintenance and development of Fraser Health's client feedback information management system (i.e. data collection tools and databases), ensuring that client feedback is documented, status of resolution processes is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes.
- Ensures a coordinated approach to the preparation of periodic or special reports required by internal and external customers.
- Participates in the development of policies and procedures dealing with complaints management of client feedback.
- Consults with the Managing Consultant regarding risk management and quality issues which arise out of management of client feedback and the integration of key