Senior Patient Care Quality Liaison, Vancouver Acute Community of Care

Vancouver Coastal Health • Vancouver, BC

29d • CA$46 - CA$67 • Onsite

About The Position

In accordance with the Vision, Purpose and Values, and strategic priorities of the Vancouver Coastal Health Authority (VCH), patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position. Reporting to the Regional Director, Patient Care Quality Office (PCQO), and working closely with the Regional Manager, PCQO, the Senior PCQO Liaison identifies, manages, advises and resolves issues and concerns from patients, families, clients and residents, working to build and maintain trust, and minimize risk exposure/liability to the organization. This position synthesizes information from internal and external stakeholders, including all levels of the organization (operational and clinical leadership), to provide analysis and resolution, which have direct impact on patient care services and quality improvement. Acts as a senior resource to the PCQO team members and provides senior expertise with respect to effective complaint management and processes. Other responsibilities include maintaining a system for tracking, analyzing and reporting client feedback activities and identifying trends and opportunities for improvement. Liaises with staff in Quality Improvement & Patient Safety, Patient Experience, Risk Management, Legal Services and Information Access and Privacy. This position will primarily be responsible for concerns in respect to Vancouver General Hospital. The successful applicant will primarily be based there. As operational needs change, the successful applicant may be moved to alternate communities. The successful applicant must be able to accept reassignment of portfolio and location as needed. This position is full time in-office. This work is framed within VCH’s commitments to our pillars of Indigenous Cultural Safety, Anti-Racism, Equity, Diversity and Inclusion, and Planetary Health.

Requirements

• Master’s Degree in a relevant human services discipline, plus five to seven (5 to 7) years' recent, related experience including conflict resolution/crisis intervention experience, preferably in a health care setting, as well as experience in providing clinical patient care and directing junior staff, or an equivalent combination of education, training and experience.
• Advanced knowledge of complaint management processes in health care systems.
• Advanced organizational skills and ability to prioritize workload under time pressures to meet deadlines.
• Advanced knowledge of pertinent laws and legislation, including and not limited to, the Patient Care Quality Review Board Act, Freedom of Information and Protection of Privacy Act, and the Residents' Bill of Rights.
• Ability to exercise sound judgment, critical thinking and effective decision-making.
• Ability to communicate effectively, both verbally and in writing, with all levels of the organization, including advanced complaints management best practices, presentation and writing skills.
• Ability to analyze and problem-solve complex issues towards effective solutions.
• Develops and maintains strong relationships with key internal and external partners to promote and enhance services provided with sensitivity to diversity and indigenous lens.
• Practices the recognition, inclusion and support of all types and aspects of diversity at all stages of engagement, with an understanding of the issues faced by people from equity-deserving groups.
• Ability to lead, participate in, and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
• Ability to work effectively with others, including working effectively in a multicultural environment, independently and as part of a team, and understanding the frameworks of other disciplines.
• Effective facilitation and negotiation skills.
• Ability to perform the duties of the position and operate related equipment, including computer software applications.

Responsibilities

• Provide leadership in all aspects of complaints management in support of patients/families/clients, and all levels of the organization, to ensure timely and effective resolution of issues/concerns and identify areas for improvement.
• Ensure obligations and responsibilities are met with respect to Ministry of Health legislation and directives in the context of the Patient Care Quality Review Board Act.
• Coach and direct PCQO team members with building and maintaining trust amongst internal and external stakeholders during the complaint process, determe appropriate follow up actions in response to patient/family complaints and related situations.
• Recommend departmental standards for effective tracking of issues, actions and follow up activities, using sound judgement 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.
• Refer issues with potential risk or liability to Risk Management, Information Access & Privacy and Communications.
• Serve as a liaison between patients/families, the organization, and the community, assist patients/families to know and understand their rights and responsibilities with how to navigate the organization's processes.
• Coordinate conferences between patients/families and their representatives and administrative staff as appropriate.
• Maintain data quality of client feedback information in the BC Patient Safety & Learning System (PSLS), ensure patient/family feedback is documented, status of resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes.
• Recommend and maintain policies and procedures related to patient/family/client/resident feedback.
• Participate in departmental meetings, communicate needs and concerns and providing input from a client relations and quality of care perspective.
• Keep abreast on relevant legislation, regulations, standards, and laws, collaborating with other departments as appropriate.
• Carry out responsibilities in accordance with health and safety requirements. Immediately report unsafe situations by notifying supervisor or other appropriate personnel.
• Conduct face-to-face interviews and gather detailed information.
• Provide empathetic support to clients while establishing clear boundaries in respect to the role the PCQO has in reviewing care concerns.

Benefits

• Comprehensive health benefits package, including MSP, extended health and dental and municipal pension plan
• Grow your career with employer-paid training and leadership development opportunities
• Wellness supports, including counselling, critical incident and innovative wellness services are available to employees and their immediate families
• Award-winning recognition programs to honour staff, medical staff and volunteers
• Access to exclusive discount offers and deals for VCH staff

What This Job Offers

• Job Type: Full-time
• Career Level: Senior