Patient Care Quality Officer (PCQO)

Detailed Overview

Reporting to the Managing Consultant, Patient Care Quality Office, and working closely with the administrative team (Executive Directors, Medical and Health Services Directors, Managers), the Patient Care Quality Officer (PCQO) supports the Fraser Health Authority in its focus on establishing and maintaining effective relationships with our patients / clients / residents.

The PCQO 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 patient / family complaints and to minimize risk exposure / liability claims to the organization.

The PCQO ensures that avenues for patient / resident / client feedback are accessible, that complaints and concerns are addressed in a timely, appropriate, and respectful manner.

The PCQO is also responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization.

The PCQO works closely with the Quality Improvement Patient Safety Consultants and Integrated Risk Management staff, referring to them all client feedback issues with potential liability or other risks requiring reporting to Health Care Protection Programs.

Responsibilities 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.

Qualifications Education and Experience Bachelor's Degree in a health care profession and three years' recent related client relations experience or an equivalent combination of education, training and experience.

Competencies Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.

Professional / Technical Capabilities Demonstrated knowledge of pertinent laws and legislation, including the Patient Care Quality Review Act, Freedom of Information and Protection of Privacy Act, the Evidence Act and the Hospital Act.

Demonstrated knowledge of client relations and quality improvement processes. 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.

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. Ability to operate related equipment.

Physical ability to carry out the duties of the position.