Patient Relations Lead

Position Summary:

The Patient Experience Lead is instrumental in identifying opportunities for improvement in the patient experience by reviewing and responding to patient concerns and complaints, safety events, and patient experience survey data for a core group of clinical teams and contracted service provider partners. They will lead and support improvement projects as identified by the Quality Department and/or with our Home & Community Care teams and external service provider partners.

The Patient Experience Lead is responsible for assisting with and coordinating activities pertaining to Quality and Risk Management through the development and implementation of related procedures and programs as well the assessment, investigation and management of risks. They will also be responsible for the delivery and evaluation of services related to Infection Prevention and Control by consulting with and providing guidance to employees and service providers to ensure understanding of and compliance with applicable policies and procedures.

Primary Responsibilities:

Quality
•Consults on cases and where necessary, assists Managers and employees to handle and resolve complaints in a timely and effective manner
•Serves as the Home and Community Care division’s primary point of contact to respond to MPP’s offices regarding patient concerns/complaints
•Leads the development of case conferencing guidelines
•Leads the development of the events management process flow
•Assists in the coordination and facilitation of case conferences
•Assists HCCSS with written responses to patients through the development of letter templates and writing
•Uses project management skills to lead and/or support the ongoing development of patient safety incident and risk reporting and tracking, including system administration and customization, staff education, process review, report development
•Monitors and audits the Champlain Events Learning System with regard to complaints and events to ensure timely investigation, follow-up, and closure of files
•Works with the Director and Quality team members to identify opportunities for improvement in patient satisfaction, quality and safe and equitable care by ensuring:
oCompliance with policies, standards, and legal requirements
oTrends and issues are identified and reported
oCorrective actions are taken to manage identified risk and maximize patient and employee safety
oInvestigation of risk situations is conducted and reported
oRisk prevention is maximized
oUnsafe practices are mitigated
oOngoing education to staff about complaints and events management
•Supports the development of policies and procedures and tools to identify and address areas of risk or concern for patients, service providers, HCCSS staff and the organization as a whole
•Identifies and communicates high risk patient events or concerns to the Director in a timely fashion
•Identifies and shares research, recommendations, or other information regarding patient relations practices, events reporting, ethics, and quality of care
•Works with the Organizational Development team to design and provide training to staff on topics such as customer service, patient relations, and patient’s rights and responsibilities, ethics, and quality
•Works with the Communications department to provide recommendations on the development of newsletters, brochures, or other printed materials to share information with patients
•Assists in the implementation and maintenance of the organization’s risk management program
•Supports the facilitation of risk assessment exercises and workshops
•Prepares and presents concise oral and written reports on risk management activities
•Conducts risk assessments of processes or departments to identify high risk areas and makes recommendations for improvement
•Other related duties may be assigned

Infection Prevention & Control (IPAC)
•Ensures compliance with Ministry and HCCSS policy and procedure requirements
•Participates in the development and continual updates to Infection Prevention and Control guidelines, policies, directives, and other resource materials
•Recommends mitigation strategies to staff and managers based on set IPAC policies, procedures and guidance.
•Demonstrates proactive approach to safety and seeks opportunities for improvement by asking questions and making suggestions related to current IPAC policies and procedures
•Consultation and follow-up with employees and managers on positive screens and assessment of patient impacts and organization risk
•Advise on the appropriate use of personal protective equipment based on set policies and procedures
•Participates in the delivery of communications regarding infection prevention and control
•Participate in team planning activities for emerging pathogens and pandemics

Education and Experience:

• Four-year university degree in a related discipline, or
• Three-year diploma in a related discipline plus extensive related experience
• Minimum two years’ related experience in a health care environment
• Experience in project management

Knowledge:

Subject Matter Knowledge
•Demonstrated knowledge and commitment to continuous quality improvement
•Knowledge of relevant legislation pertaining to patient care
•Knowledge of ethical principles of care, patients’ rights and responsibilities, and customer service principles
•Knowledge of risk management principles and tools
•Knowledge of Accreditation Canada standards
•Proficiency in complex data analysis and statistical trending
•Knowledge of risk and feedback software (i.e. enterprise risk management software, occurrence tracking software)
LHIN Knowledge
•Knowledge of health care system and the role of the LHIN within the system
•Knowledge of LHIN operations, quality, risk, and performance management principles
•Knowledge of relevant health care legislation
•Knowledge of LHIN policies, procedures, strategic direction and goals
•Understanding of LHIN partners and contracted service providers in the community
General
•Expert computer skills (MS Office Suite)
•Bilingualism, in English and French is required for designated positions; in non-designated positions, French language proficiency is an asset

Skills and Abilities:

•Builds and maintains effective working relationships with managers and staff to facilitate the spread of quality and risk awareness and culture across the organization
•Provides a patient centered, ethics, and quality perspective through participation on assigned committees, work groups, and project teams
•Provides education to staff regarding customer service principles, patients’ rights and responsibilities, and ethical issues
•Develops and maintains effective relationships with external service providers and supports the management of quality and safety issues that may arise, as required
•Builds partnerships with external stakeholders including regional hospitals and community organizations to build community awareness and improve inclusivity and accessibility of Home and Community Care processes
•Good coaching, negotiation, facilitation, problem solving and conflict resolution skills
•Ability to deal with patients/family with sensitivity and diplomacy
•Ability to manage multiple projects within tight deadlines; excellent time management and organizational skills
•Purposefully builds partnerships and networks to achieve results
•Self-motivated, able to work independently and within a team

Shift: Monday to Friday; 8:30am to 4:30pm (37.5hrs/week)
Location: 4200 Labelle St, Ottawa ON

This position is temporary until approximately January 2025

All applications will be reviewed; however, only those selected for an interview will be contacted. Home and Community Care Support Services Champlain welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in any aspects of the selection process.

Home and Community Care Support Services has implemented a mandatory vaccination policy across the province that requires all staff to be fully vaccinated against COVID-19. Applicants being considered for employment will be required to provide proof of vaccination documentation confidentially to Human Resources upon hire. Any medical or human rights exemption requests will be reviewed and validated prior to an offer of employment.