Manager, Quality, Patient Safety and Patient

**General Posting Information**

**POSITION**:

- Manager, Quality, Patient Safety and Patient Relations**DEPARTMENT**:

- Patient Services**CONDITIONS**:

- Full-time**HOURS**:

- Approximately 75.0 Bi-weekly Hours**SHIFTS**:

- Days**WAGE RANGE**:

- Scale Minimum Maximum- NONU $55.35/hr $66.43/hr**JOB SUMMARY**:
The Manager of Quality, Patient Safety and Patient Relations is a strategic and tactical partner in helping to realize our true north goal of exceptional care experience. Through continuous quality improvement at QCH, this key leader works collaboratively with all hospital departments to ensure active and effective management of patient experience and oversees the measurement of patient satisfaction. The incumbent leads and advances the work of the quality and patient relations team and the SQIP Surgical Clinical Reviewer and is responsible to review and analyze trends in patient safety events. In addition, the Manager will coordinate quality improvement initiatives to mitigate risk and advance patient care outcomes, and provide consultation, education, and facilitation assistance as needed to support the organization’s vision, strategic goals and accreditation standards.

**RESPONSIBILITIES**:
**Quality and Patient Safety Coordination and Collaboration**:

- Coordinate and assist with priority setting through support of Quality Leadership meetings.
- Advise on and assist with special projects related to quality improvement and patient safety.
- Oversee management of the incident reporting and patient satisfaction database.
- Ensure representation on committees and task groups with a quality or patient safety mandate in carrying out their objectives (e.g. Morbidity and Mortality Committee, Safe Mobility Committee, Safe Medications Committee, Corporate Risk and Patient Safety)
- Actively support the organization’s accreditation efforts, including but not limited to coordination, consultation, implementation, review, and education.
- Develop, implement, and evaluate the organizational patient safety plan.

**Patient Experience Management**:

- Supervise, facilitate, and assist with the resolution of patient/family concerns.
- Support staff on the use of conflict management and alternative dispute resolution skills enabling all levels of staff to identify, intervene, and mediate patient satisfaction /service recovery in a timely fashion.
- Report on data, trends and themes related to patient experience and satisfaction
- Manage, coordinate, and facilitate complex projects to enhance the patient experience.

**Performance Monitoring and Improvement**:

- Guide and support the work of the Surgical Clinical Reviewer to provide meaningful surgical data through the SQIP program, and work with the Peri-operative team to drive improvement efforts.
- Manage patient safety incidents through investigation, engaging interprofessional teams, and facilitating case reviews using the Canadian Incident Analysis Framework.
- Oversee investigations, ensuring quality reviews result in implementation of recommendations.
- Review, analyze, and interpret data from various sources to enhance quality and patient safety by identifying patterns and trends requiring review and improvement strategies.
- Review, analyze and interpret data provided through patient satisfaction surveys and tools to ensure a clear understanding of areas for improvement in the patient experience.
- Work collaboratively with the Decision Support team to collect data from hospital systems to inform quality and patient safety issues.
- Assist in development of the annual Quality Improvement Plan (QIP) as required under ECFAA.

**Best Practice Research, Evaluation and Education**:

- Ensure evidence-based decision making is tied to data.
- Identify and review best practices to develop and/or revise related policies and procedures.
- Advance quality in the organization through consultation and education on quality methodologies and patient safety through knowledge of clinical best practices, legislative requirements and policies related to quality, patient safety and patient experience
- Establish mechanisms for monitoring and evaluating corporate wide quality, patient safety and patient experience initiatives.
- Provide consultation and education on the use of quality improvement and patient safety tools and methodologies (e.g. RCA, FMEA, human factors principles).

**Leadership and Human Resources Management**:

- Provide leadership, direction, coaching, support, and motivation in a manner which fosters collaboration and trust.
- Recruit and select staff and provide regular performance appraisals.
- Effectively manage financial and human resources

**REQUIREMENTS**:
**Education and Experience**:

- Master’s degree in Quality or a Health Care specialty completed or in progress
- Health Care Professional with five (5) or more years’ experience in a formal leadership role in a hospital environment
- Experience in quality & patient safety initiat