Patient Care Quality Liaison

Job Description

In accordance with the Vision, Purpose, and Values, and strategic direction of the Vancouver Island Health Authority (Island Health) 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 Manager, Patient Care Quality Office, the Patient Care Quality Liaison (PCQ Liaison) provides leadership and expert consultation in the identification, management, resolution and education of patient / client / resident issues and works in collaboration with key stakeholders, internal to the organization, to facilitate resolution of complaints and minimize risk exposure to the organization. The PCQ Liaison ensures that avenues for client feedback are accessible, that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The PCQ Liaison is also responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization.

QUALIFICATIONS:

Education, Training And Experience

A level of education, training and experience equivalent to a bachelor's degree in a relevant human services discipline and three (3) years' related conflict resolution / crisis intervention experience.

Skills And Abilities

• 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 judgement 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, and ability to apply these skills in potentially emotionally charged situations with patients and families.
• Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
• Ability to educate and provide consultation to healthcare professionals.
• Ability to develop, coordinate and deliver educational programs and presentations.
• Ability to work effectively 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, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/client/resident needs.
• Demonstrated ability to organize and prioritize workload in a complex environment.
• Advanced writing skills.
• Ability to operate related equipment.
• Physical ability to carry out the duties of the position.

Link to Full Job Description

https://jd.viha.ca/JD2018.pdf