Patient Care Quality Officer (PCQO)

Salary

The salary range for this position is CAD $38.88 - $55.89 / hour.

Job Summary

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.

You will report to the Managing Consultant, Patient Care Quality Office, and work closely with various Program Executive Directors, Directors, Managers and Medical Directors.

• 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 organization‑wide use.
• 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.

To join our team, you will need:

• Bachelor’s Degree in a health care profession.
• Three years’ recent, related, client relations experience including proven knowledge of pertinent laws and legislation, including the Patient Care Quality Review Board Act, Freedom of Information and Protection of Privacy Act, the Evidence Act and the Hospital Act.

This is a Relief Part‑Time position available until July 2027 or until the return of the incumbent. The position is hybrid with the option to work from both home and office.

Responsibilities

1. 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.
2. 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.
3. 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.
4. 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.
5. Provides consultative services throughout the organization on effective complaints management, promoting the use of a consistent process adopted by Fraser Health for organization‑wide use.
6. 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.
7. 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.
8. Coordinates conferences between patients/clients/residents and their representatives and the appropriate administrative staff as appropriate.
9. Assists in the maintenance and development of the 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.
10. Ensures a coordinated approach to the preparation of periodic or special reports required by internal and external customers.
11. Participates in the development of policies and procedures dealing with complaints management of client feedback.
12. Consults with the Managing Consultant regarding risk management and quality issues which arise out of the management of client feedback and the integration of key learning into improvement planning both at strategic and operational levels.
13. 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 based on the organization's Vision, Mission and Values.
14. Participates in the integration of quality improvement principles by providing regular reports on client feedback and client relations issues.
15. 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.

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 health care 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.

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