Job Summary:

The Patient Care Quality Officer for Provincial Health Services Authority (PHSA) 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. The Patient Care Quality Officer ensures accessibility for the intake and assessment of client feedback, triages sensitive and confidential information, coordinates complaints, requests for information, requests for assistance and compliments in a timely, appropriate, and respectful manner, and enters all files in the PHSA tracking system (Patient Safety and Learning System – PSLS) and shared drive. The Patient Care Quality Officer is also responsible for managing the PSLS for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization. Works independently and communicates with the public, staff, patients and their families, in a manner that promotes positive and respectful relationships.

The Patient Care Quality Office (PCQO) is a regulated role under the Patient Care Quality Review Board Act (PCQRB) of BC (2008) and the Health Statues (Residents’ Bill of Rights) Amendment Act of BC (2009) and operates in accordance with PHSA complaints management processes.

Duties/Accountabilities:

• Manages the complaints process by working directly with patients and families for PHSA agencies through effective triaging of inquiries and escalated complaints, determination of appropriate action, documentation and reporting, and timely follow up as guided by the PCQRB Regulations, associated Ministerial Directives, and PHSA policy and standards.

• Collaborates and acts as an expert resource to Directors, Medical Directors and Managers as well as other senior leaders or administrative support staff in the management of patient complaints/concerns, requests for information, and requests for assistance.

• Works collaboratively by building positive working relationships with other Health Authority PCQOs on multijurisdictional complaints to develop an approach that will resolve the complaint in a client-centered manner.

• Works with the Director of PCQO, Ministry of Health and PHSA agencies on any PCQRB files. Assists with the follow up on recommendations and updates received by the PCQRB.

• 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, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Creates standard and ad hoc reports as required for PHSA Executive, Board, and the Ministry of Health.

• Serves as a liaison between patients/families for PHSA agencies and local government, while assisting patients/families to learn and understand their rights and responsibilities, and to navigate through PHSA’s complaints processes. The PCQO promotes positive patient/client, family, and organizational relations within PHSA.

• Remains current on all relevant legislation, regulations, standards, and common law collaborating with other departments such as Legal Services, Information, Access & Privacy, Patient Safety, Quality Improvement, and Risk Management. Gain familiarity with the different policies and processes of all PHSA agencies.

• Performs other related duties, as assigned.

Qualifications:

A level of education, training, and experience equivalent to a Bachelor’s degree in Health Administration/health related studies, or other health disciplines plus three years related conflict resolution/crisis intervention/complaints management experience.

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 and complaints management best practices. Demonstrated ability to exercise judgment and sensitivity working with complex, confidential and sensitive issues. Demonstrated knowledge of health care system issues and functions. Demonstrated analytical, problem solving and conflict resolution skills. Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests. Ability to provide consultation to healthcare professionals.. Ability to work effectively under stress with others, including working effectively in a multicultural environment, independently, as part of a team and understanding the frameworks of other disciplines. Demonstrated ability to communicate effectively both verbally and in writing, while adhering to requirements of legislation, with tact and discretion to balance both organizational requirements and a focus on patient/family needs when disclosing and handling information of a confidential and/or sensitive nature. Demonstrated organizational skills, time management, and ability to prioritize workload and work under time pressures to meet deadlines. Demonstrated physical ability to carry out duties of the position.