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?:
We are looking for a Full Time Patient Care Quality Officer (PCQO) to join our team in New Westminster, B.C.

• 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