Patient Experience Lead

**Reference #**
- 00916

**Posted**
- Wednesday, May 7th, 2025 at 12:00am

**Scope**
- Public Applications Accepted

**Position**
- Patient Experience Lead

**Department**
- Patient Experience, Public Affairs & Strategic Partnerships

**Term**
- Permanent, Full-Time

**Pay**
- Hiring Range: $83,266 - $85,764

**VALUES AND COMMITMENT**

At Northumberland Hills Hospital (NHH), our shared purpose is **_People First,_** and our core values of **Integrity**, **Quality**, **Respect**, **Compassion** and **Teamwork** are at the centre of who we are and what we do. We remain committed to sustaining an experienced workforce that reflects Northumberland Hills Hospital’s dedication to recognising everyone’s contributions and respecting everyone’s dignity, unique experience, and potential.

**EQUITY AND ACCESSIBILITY STATEMENT**

**LOCATION AND ABOUT NHH**

**ROLE OVERVIEW**

The Patient Experience Lead will contribute to advancing NHH’s Shared Purpose, **_People First_**, and a culture where everyone feels valued, heard and supported. The Lead will use sound emotional intelligence, critical thinking and health system knowledge to support a positive relationship between the patient, their caregivers or designated representative, and the health care team, celebrating compliments and facilitating the timely resolution of concerns. At ease with the complexities of health care and the accountabilities within it, the Patient Experience Lead will use a mix of qualitative and quantitative inputs to sustain and build NHH strengths, identify opportunities for improvement, and help implement strategies and tactics to advance NHH’s Experience Framework and enable a consistent patient and caregiver experience reflective of hospital values. Working closely with NHH’s Patient and Family Advisory Council (PFAC), the Patient Experience Lead will be a connector between Quality, Patient Safety and Risk, Performance and Analytics, Ethics, Clinical Operations, Clinical Information/Privacy, Professional Practice, and Public Affairs, playing a leadership role in knowledge translation, building inputs, analyzing experience data, and supporting the use of this data throughout the organization for the purpose of continuous improvement.

Responsibilities include but are not limited to:
**Patient & Family Engagement (30% of Role)**
- Serve as NHH’s Patient Relations Delegate for any concerns that cannot be resolved at the department level in step with NHH’s public commitments, receiving feedback, appropriately documenting feedback for action by NHH’s Quality, Patient Safety and Risk team and program leads
- Facilitate the timely resolution of patient and family/caregiver feedback, including inquiries, compliments and concerns, in collaboration with directors, managers, providers and others as appropriate, acting as a focused point of contact and support for patients/families/caregivers
- Explain policy, procedure and services to patients and families to build health system literacy
- Support and helps to grow NHH’s commitment to equity, diversity, inclusion and accessibility across all patient/family interactions, including translation supports
- In ethically sensitive situations, including critical incidents, support patients, families and caregivers involved and attend meetings as requested to support communication and understanding
- Coordinate and participate in patient/family meetings to facilitate resolution, clarification of issues and/or information as required
- Act as a liaison with/to other providers/community contacts, in collaboration with the care team
- Support the sharing of patient / caregiver stories for the purpose of continuous improvement, and supports them through the process
- Maintain awareness of best practices and relevant legislation related to patient/family experience and reporting of same
- Share patient and family/caregiver compliments and ideas for improvement with directors, managers, direct care teams and others as appropriate, and supports implementation of improvement ideas
- Attend bi-monthly PFAC meetings and actively support agenda development, action follow-up and the evolution of core PFAC documents (Terms of Reference, Position Description, etc.); with the PFAC Chair, VP, Patient Experience, and program ‘buddies,’ supports the growth of PFAC engagement throughout the organization through inter-disciplinary collaboration
- Serve as NHH’s primary contact for the Ontario Patient Ombudsman Office, coordinating organizational responses

**Staff, Provider & Volunteer Engagement (20% of Role)**
- Serve as a resource for staff, leaders, physicians and volunteers to assist with receiving and documenting complex patient and family/caregiver concerns bringing consistency, objectivity and focused attention to this critical task
- Mentor staff, leadership, physicians and volunteers on patient/family engagement best practices and advises on education opportunities
- Work collaboratively with individuals or departments