Patient Care Quality Officer (PCQO)

at  Fraser Health

Salary range: The salary range for this position is CAD $38.12 - $54.80 / hour Why Fraser Health?:
Fraser Health is responsible for the delivery of hospital and community-based health services to over 1.9 million people in 20 diverse communities from Burnaby to Fraser Canyon on the traditional territories of the Coast Salish and Nlaka’pamux Nations. Our team of nearly 45,000 staff, medical staff and volunteers is dedicated to serving our patients, families and communities to deliver on our vision: Better health, best in health care.
Effective October 26, 2021, all new hires to Fraser Health will need to have full COVID 19 vaccination (have received a full series of a World Health Organization “WHO” approved vaccine against infection by SARS-COV-2, or a combination of approved WHO vaccines). Please note this applies to all postings, and individual medical exemptions must be approved by the Provincial Health Officer.
We are proud of the innovation, dedication, partnership and tenacity of our physicians, employees and volunteers. More than any building or technology, it’s our people who make Fraser Health distinct.
This is your opportunity to become a valued member of the dynamic and dedicated Patient Care Quality Office at Fraser Health. Bring your positive energy and dedication to quality in service and care to a role where you are a leader in establishing and maintaining effective relationships with our patients, clients and residents. Respect and trust are key to your success. In this role, you will be reporting to the Managing Consultant, Patient Care Quality Office, and working closely with various Program Executive Directors, Directors, Managers and Medical Directors.

BUILD ON YOUR CAREER EXPERIENCE AS YOU:

• Provide support in the management of feedback activities and collaborate with key stakeholders regarding complaints and concerns, supporting resolution of issues and ensuring these concerns are tracked for accountability and improvement purposes.
• Ensure a timely, effective and transparent process for complaints management and determination of follow-up actions in response to patients/clients/residents and/or family care quality concerns, and to minimize risk exposure to the organization.
• Ensure accessible avenues for patient/client/resident feedback, and assist patients, clients, residents and families in understanding their rights while navigating through organizational processes.
• Provide consultative services throughout Fraser Health on effective complaints management, promoting the use of a consistent process adopted by Fraser Health for use organization-wide.
• Participate in the integration of quality improvement principles by providing regular reports to senior leadership on patient/client/resident feedback.
• Utilize excellent judgment, conflict resolution, and verbal and written communication skills while handling diverse and complex issues in an empathetic, culturally safe, sensitive and respectful manner.

• Provides expert support to Executive Directors, Medical and Health Service Directors, and Managers in the management of client feedback activities. Collaborates with key stakeholders regarding patient/client/resident complaints and concerns, supporting resolution of issues and ensuring that client feedback is tracked for accountability and improvement purposes.
• Fulfills obligations and responsibilities in the context of relevant legislation, regulations and common law and collaborates with stakeholders, the Freedom of Information and Protection of Privacy Coordinator, and the Secretariat for the Patient Care Quality Review Board.
• Provides advice to the administrative team regarding the management of client feedback issues, including both verbal and written communication and courses of action when initial steps taken do not resolve issues to a complainant’s satisfaction.
• Ensures timely and effective triaging of complaints and determination of follow up actions in response to patients/clients/residents and/or family complaints and related situations.
• Provides consultative services throughout FH on effective complaints management, promoting the use of a consistent process adopted by Fraser Health for use organization-wide.
• Serves as a liaison between family and the organization and the community assisting patients/clients/residents and families to know and understand their rights and navigate through the organization’s processes.
• Ensures the appropriate referral of issues with potential risk or liability to the Integrated Risk Management Consultants, who are responsible to liaise with BC Health Care Risk for appropriate follow up.
• Coordinates conferences between patients/clients/residents and their representatives and the appropriate administrative staff as appropriate.
• Assists in the maintenance and development of Fraser Health’s client feedback information management system (i.e. data collection tools and databases), ensuring that client feedback is documented, status of resolution processes is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes.
• Ensures a coordinated approach to the preparation of periodic or special reports required by internal and external customers.
• Participates in the development of policies and procedures dealing with complaints management of client feedback.
• Consults with the Managing Consultant regarding risk management and quality issues which arise out of management of client feedback and the integration of key learning into improvement planning both at strategic and operational levels.
• Participates in the development, delivery and evaluation of staff education related to client relations and participates in the orientation of new employees to introduce client relations practices which are based on Fraser Health’s Vision, Mission and Values.
• Participates in the integration of quality improvement principles by providing regular reports on client feedback and client relations issues.
• Participates in interdisciplinary/interdepartmental and professional meetings as appropriate, communicating needs and concerns and providing input from a client relations perspective