Patient Engagement and Experience Consultant

At Grand River Hospital we are building a world class health care system supporting healthier lives for the communities we serve. We value people above all else and the experiences of our patients and their families, our team members, and our partners are at the very top of our agenda.

Through our values of CARE; TRUST AND BE TRUSTWORTHY; COURAGE TO START, HEART TO FINISH and WELCOME ONE TO WELCOME ALL we leverage the collective talents and strengths of our GRH team, our community, and our partners to innovate and accelerate the transformation of health care delivery.

We currently have an opportunity for a **Full Time Patient Engagement and Experience Consultant **within the Quality Assurance Team.

**How Patient Engagement and Experience Consultant support our teams at Grand River Hospital**:
Reporting to the Manager, Patient Experience and Health Equity the Patient Engagement and Experience Consultant will work collaboratively with staff from the various corporate and clinical programs throughout Grand River Hospital to develop and implement comprehensive, evidence-based strategies to improve the patient experience and patient engagement. A champion for patient and family centered care, the Patient Engagement and Experience consultant partners with patients, families, and the healthcare team to improve care outcomes.

Key responsibilities include:

- Develop and implement robust and comprehensive patient experience frameworks and quality improvement initiatives that support and fosters a culture of patient and family centered care through the implementation of best practice patient engagement tools, initiatives, and strategies
- Implement multiple concurrent patient experience projects for the organization.
- Support the implementation of people-centered care throughout the organization in alignment with Accreditation Canada standards, as a component of Everyday Readiness.
- Lead and participate in development of relevant policies.
- Review relevant policies in response to legislative requirements, professional and organizational bylaws, rules and regulations, and accreditation standards and make recommendations/changes as appropriate
- Work proactively with leaders and staff to interpret patient’s perceptions of the hospital experience, as measured by various sources including formal patient satisfaction tools, and implement effective strategies to improve the patient experience across the continuum of their care.
- Serve as a resource for inquiries on patient engagement and patient experience in the organization.
- Promote awareness, understanding and acceptance of patient experience policies and procedures to key members.
- Support Patient and Family Advisor recruitment, onboarding and engagement initiatives and support the operations of the organization-wide Patient and Family Advisory Council.
- Lead and participate in patient engagement initiatives (i.e. patient stories, essential care partner programs, patient journey mapping) such that the voice of patients and families is incorporated into the design of care.
- Work with staff, leaders and physicians to design programs and approaches to ensure patients and families are engaged throughout their care.
- Maintain patient experience measurements and surveys for the organization (i.e Qualtrics) and interpret data in order to advance quality improvement plans related to improving patient experience.

**At Grand River Hospital, the Patient Engagement and Experience Consultant brings the following**:

- Bachelor’s degree in a relevant health services field as well as a member in good standing with the relevant regulatory college (e.g. nursing, social work) and/or project management education with relevant health care experience. Master’s degree preferred.
- Strong organization and project management skills. the ability to co-manage multiple projects simultaneously.
- Experience in strategic planning and policy development
- Demonstrated excellence in verbal and written communication and presentation skills
- Interpersonal skills to interact effectively with leadership, staff and professional staff at all levels in the organization
- Experience in Quality Improvement methodology an asset.
- Research and Statistical analysis skills an asset
- Experience in Health Equity and Diversity, Equity, and Inclusion an asset.
- Minimum 3-5 years of relevant experience preferred.
- Familiarity with relevant legislation is preferred (ie. Excellent Care for All Act, Quality of Care Information Protection Act, Apology Act)Ability to work effectively both independently and collaboratively is required

**At Grand River Hospital we support our Team Members with**:

- A thorough onboarding and orientation program
- Ongoing training and development opportunities
- Access to our Ongoing Education Fund
- Career mentorship
- Wellness programs**APPLICATIONS WILL BE RECEIVED UNTIL THE POSTING IS CLOSED.**

Grand River Hospital is committed to fair and equitable employment