The Patient Care Quality Officer provides leadership and consultation in the identification, management, resolution and education of patient/client issues and works in collaboration with key stakeholders to facilitate resolution of complaints and minimize risk exposure to the organization. The Patient Care Quality Officer ensures that avenues for client feedback are accessible, and that complaints and concerns are addressed in a timely, appropriate, and respectful manner. What you'll do
• Provides expert support to Directors, Medical Directors and Managers and other senior leaders in the management of client feedback activities. Collaborates with key stakeholders regarding patient/client complaints and concerns, supporting resolution of issues in order to minimize risk exposure/liability claims for the organization, and promoting use of client feedback information management system to effectively track and manage client feedback.
• Provides advice regarding the management of client feedback issues, including both verbal and written communication and courses of action when initial steps do not resolve issues to a complainant's satisfaction. Facilitates effective triaging of complaints, determines appropriate action, and timely follow up in response to patient/family complaints or related situations.
• Assists in the maintenance and development of client feedback information management system (i.e. Patient Safety and Learning System (PSLS) data collection tools and databases), ensuring that client feedback is documented, status of investigation and resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Creates standard and ad hoc reports as required. Provides updates, coaching and training on the use of the module and any legislated requirements to users.
• Serves as a liaison between patients/families and the organization and the community, assisting patients/families to know and understand their rights and responsibilities and to navigate through the organization's processes.
• Remains current on relevant legislation, regulations, standards, and common law collaborating with other departments such as Legal Services, Information, Access & Privacy, and Risk Management. What you bring
A level of education, training, and experience equivalent to a Bachelors degree in Health Administration or one of the health disciplines or other relevant area plus three years' related conflict resolution/crisis intervention experience.
What we bring
- Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents' Bill of Rights.
- Demonstrated knowledge of client relations, health care functions, and complaints management best practices.
- Demonstrated ability to exercise judgment and sensitivity working with complex, confidential and sensitive issues.
- Ability to provide consultation to healthcare professionals. Ability to develop, coordinate and deliver educational programs and presentations.
Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too - offering health, wellness, development programs to support you - at work and at home.
- Join one of BC's largest employers with province-wide programs, services and operations - offering vast opportunities for growth and development.
- Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
- PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
- Perks include access to fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.
Temporary Casual Location:
V5C 6E3 Hours of Work:
Monday to Friday Requisition
#TOD06302022What we do
The Provincial Health Services Authority ( PHSA ) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people - Be compassionate - Dare to innovate - Cultivate partnerships - Serve with purpose.
Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services
PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.
This position is part of PHSA Talent on Demand - an in-house recruitment service providing talent to PHSA and other health authorities. We manage a robust talent pool of service-minded professionals who are available to start work immediately. Talent on Demand creates a gateway for those who wish to achieve their career goals. Successful candidates will gain significant health care experience and can transition into long-term, permanent roles within PHSA. For more information, visit firstname.lastname@example.org Full vaccination against COVID-19 is a condition of employment for all positions at PHSA.