Patient Experience Lead

at  Bayshore HealthCare

Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses’ Association of Ontario. Bayshore Healthcare is also Canada’s Best Employers Forbes 2023 list.
The Patient Experience Lead, in collaboration with the Manager Quality & Patient Experience provides leadership and support in the implementation, sustainability and integration of an enterprise Quality Framework and Patient Experience Strategy. Working with various business divisions, the main priority of the Patient Experience Lead will be to advance a culture of safety, quality, and patient engagement. The Patient Experience Lead will lead all escalated patient relations activities as well as the Enterprise Wide Patient & Family Advisory Council (PFAC). Additionally, the incumbent will provide support to the internal quality audit program, lead quality improvement projects, including the development and revision of enterprise wide quality/risk policies, procedures and training materials.
This is a 12-month Contract (Maternity leave backfill) position.

EDUCATION AND EXPERIENCE

• Regulated Health Professional in good standing with their college is strongly preferred
• Previous experience in healthcare industry leadership (5 + Years) required
• Experience in training and education and Adult Learning Principles
• Experience in leading large scale projects and Change Management strategies
• A Master’s degree in a healthcare discipline strongly preferred
• Certification and/or previous experience in Quality Improvement
• Knowledge of Patient and Family Centered Care principles
• Knowledge of applicable legislation, college regulations, standards and scope of practice
• Working knowledge of applicable legislation, college regulations, standards and scope of practice
• Knowledge and experience in researching information, data analysis and using statistics
• Good understanding of statistical concepts, Lean concepts and proactive risk management

OTHER SKILLS AND ABILITIES

• Exceptional customer relations and teamwork skills; intermediation to advanced skills in general, administrative or executive level writing skills;; strong commitment to continual learning; fluency in written and spoken English.
• Successful candidates must complete a six month probationary period specific to the position.
• Comfort with statistics and trends analysis
• Ability to handle multiple problems simultaneously
• Familiarity and comfort with MS Excel Database design and management
• Intermediate to advanced level PowerPoint
• Ability to communicate in French is a definite asset.

Primary Accountabilities:

• Good understanding of an integrated approach to quality, risk, client safety and experience
• In collaboration with the Manager, Quality & Patient Experience will lead and support the implementation of a robust enterprise Patient Experience Strategy, including a Patient and Family Advisory Program, and serve as the primary liaison for organizational patient experience related requirements
• Support the implementation of an enterprise Quality and Patient Safety Framework and all of the related tactical activities
• Acts as a liaison between patient/clients, their families and Bayshore to support patient/client centric care delivery
• Communicates with patients/clients and their families directly for escalated concerns
• Continuously reviews applicable regulations, policies and standards to ensure Bayshore’s compliance
• Develop survey resources and streamline all current surveys across the organization using best practices
• System administrator for the corporate client and customer experience platform
• Coordinate the survey management process end to end, from survey development, initiation to analysis and reporting at the branch/location, division, and enterprise level
• Provide data analysis and survey education across multiple client experience surveys to all areas
• Develop quality and client experience reports at all levels (i.e. branch, regional, divisional and national reports)
• Leads corporate Quality Improvement initiatives as required
• Provides leadership towards the continued implementation of the incident management platform and sustainability of a just reporting culture
• Internal Quality Audit Team (IQAT) coordination and support as require

Secondary Accountabilities:

• Builds capacity for quality improvement through coaching, mentoring and enabling staff throughout the organization
• Supports committees and working groups related to Quality, Patient Safety and Experience activities as required
• Promotes a high reliability learning culture by aligning the quality and patient safety principles with the organizational and departmental goals and objectives
• Supports the policy and procedure management process in partnership with the Clinical Quality and Risk Team and other key stakeholders
• Prepare weekly, monthly and quarterly Q/R Team reports as required
• Prepare monthly presentation for monthly department meetings as required
• Participate in ongoing internal and/or external continuing education activities
• Adhere to Bayshore Policies and Procedures.
• Participate in quality activities and continuous improvement initiatives aligned to the goals of the Clinical Quality and Risk portfolio
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
• Active leadership role in the design, implementation, adoption and sustainability of integrated digital health systems (e.g. electronic medical records, portals, etc.), for professionals and paraprofessionals, resulting in greater efficiency in the utilization of digital health systems for the delivery of safe, high quality evidence-based care.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
• Complete other tasks as requeste

Primary Accountabilities:

• Good understanding of an integrated approach to quality, risk, client safety and experience
• In collaboration with the Manager, Quality & Patient Experience will lead and support the implementation of a robust enterprise Patient Experience Strategy, including a Patient and Family Advisory Program, and serve as the primary liaison for organizational patient experience related requirements
• Support the implementation of an enterprise Quality and Patient Safety Framework and all of the related tactical activities
• Acts as a liaison between patient/clients, their families and Bayshore to support patient/client centric care delivery
• Communicates with patients/clients and their families directly for escalated concerns
• Continuously reviews applicable regulations, policies and standards to ensure Bayshore’s compliance
• Develop survey resources and streamline all current surveys across the organization using best practices
• System administrator for the corporate client and customer experience platform
• Coordinate the survey management process end to end, from survey development, initiation to analysis and reporting at the branch/location, division, and enterprise level
• Provide data analysis and survey education across multiple client experience surveys to all areas
• Develop quality and client experience reports at all levels (i.e. branch, regional, divisional and national reports)
• Leads corporate Quality Improvement initiatives as required
• Provides leadership towards the continued implementation of the incident management platform and sustainability of a just reporting culture
• Internal Quality Audit Team (IQAT) coordination and support as required

Secondary Accountabilities:

• Builds capacity for quality improvement through coaching, mentoring and enabling staff throughout the organization
• Supports committees and working groups related to Quality, Patient Safety and Experience activities as required
• Promotes a high reliability learning culture by aligning the quality and patient safety principles with the organizational and departmental goals and objectives
• Supports the policy and procedure management process in partnership with the Clinical Quality and Risk Team and other key stakeholders
• Prepare weekly, monthly and quarterly Q/R Team reports as required
• Prepare monthly presentation for monthly department meetings as required
• Participate in ongoing internal and/or external continuing education activities
• Adhere to Bayshore Policies and Procedures.
• Participate in quality activities and continuous improvement initiatives aligned to the goals of the Clinical Quality and Risk portfolio
• Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
• Active leadership role in the design, implementation, adoption and sustainability of integrated digital health systems (e.g. electronic medical records, portals, etc.), for professionals and paraprofessionals, resulting in greater efficiency in the utilization of digital health systems for the delivery of safe, high quality evidence-based care.
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
• Complete other tasks as requested

The Patient Experience Lead reports to the Manager, Quality & Patient Experience.
Job Qualification