Patient Experience & Safety Specialist - Patient Experience

Position Summary

The Patient Experience & Safety Specialist supports the Patient Experience portfolio by ensuring timely, effective response to patient concerns, proactive monitoring of patient safety and risk events, and coordinated follow-up on critical incidents. The role contributes to organizational learning and quality improvement through analysis of patient experience and safety data, identification of trends and risks, and collaboration with clinical and operational leaders. The position also supports accreditation activities and promotes a culture of patient-centred care, safety, and continuous improvement across the organization.

Key Responsibilities

Patient Communication

• Conduct daily outreach in response to patient, family, and caregiver feedback, concerns, and complaints
• Document all interactions clearly, objectively, and in accordance with organizational standards
• Ensure patients, families, and caregivers are informed of next steps, timelines, and resolution processes
• Apply effective communication, de-escalation, and conflict resolution techniques to manage sensitive or emotionally charged situations
• Support service recovery efforts through compassionate, patient-centred engagement

Risk, Trend Monitoring & Data Insight (RL software)

• Monitor incident reports and patient experience submissions on a daily basis
• Ensure files are appropriately assigned and progressing in a timely manner
• Identify and escalate high-risk, urgent, or time-sensitive issues
• Track completion of investigations, action plans, and follow-up requirements
• Analyze patient experience and safety data, including incident reports, complaints, compliments, and risk indicators
• Identify trends, recurring themes, and emerging risks across programs and services
• Apply analytical and critical thinking skills to interpret data and support quality improvement initiatives
• Prepare summary reports, dashboards, and briefing materials for leadership, committees, and governance structures
• Present findings in a clear, concise, and actionable manner to support decision-making

Critical Incident Coordination

• Track and monitor critical incident files to ensure compliance with timelines and requirements
• Coordinate follow-up with clinical teams and relevant stakeholders
• Ensure documentation meets legislative, legal, and organizational policy standards
• Track deadlines related to review, disclosure, and reporting obligations
• Support preparation of investigation summaries and related documentation
• Exercise sound judgment and attention to detail in managing complex and sensitive files

Administrative, Reporting and Accreditation Leadership Support

• Maintain tracking systems, spreadsheets, and dashboards related to patient experience and safety
• Prepare monthly, quarterly, and ad hoc reports as required
• Monitor and report on trends in incidents, complaints, and patient feedback
• Support quality improvement initiatives and projects, including the RL Revitalization Project
• Provide support for Accreditation Canada activities, including alignment with Required Safety Practices (RSPs)
• Collaborate with accreditation leads and operational teams to gather evidence and support readiness activities
• Participate in audits, mock tracers, and continuous improvement initiatives

Relationship & Stakeholder Engagement

• Engage with clinical and non-clinical leaders, physicians, and interprofessional teams to review patient experience and safety trends
• Facilitate discussions with program areas to identify issues and co-develop solutions to improve service delivery
• Act as a liaison between Patient Experience, Quality, Risk, and operational teams to support alignment and shared accountability
• Conduct regular rounding across clinical units and departments to identify concerns, barriers, and opportunities for improvement
• Provide coaching and guidance to leaders and staff on patient relations processes and service recovery practices
• Build and maintain collaborative working relationships with internal stakeholders
• Demonstrate effective communication, professionalism, and emotional intelligence in all interactions
• Promote a culture of psychological safety, open communication, and continuous improvement
• Perform other duties as assigned by manager.

Qualifications

Education

• Regulated Health Professional in good standing and adherence to standards of practice as per designated college is required.

Experience

• Minimum five (5) years of experience in patient experience, quality, risk management or health care operations is required.
• Experience in a Hospital health care environment is preferred.
• Experience working with incident reporting systems (RLDatix) is an asset.

Skills and Traits

• Must be able to meet the physical and emotional responsibilities of the role, including standing and walking for extended periods, frequent and repetitive pushing, pulling, bending, and lifting up to 50 pounds, as well as safely operating equipment.
• Ability to meet the physical demands of the position, as outlined in the Physical Demands Analysis (PDA).
• Demonstrates proficiency in written and verbal communication, with strong interpersonal and organizational skills.
• Provides excellent customer service and contributes positively to teamwork and collaborative working relationships.
• Effectively prioritizes workload, adapts to changing priorities, and remains composed in fast-paced or stressful environments.
• Works independently with sound judgment, while remaining flexible to meet departmental and organizational needs.
• Demonstrates understanding of, and commitment to, equity, diversity, inclusion, and psychological safety.
• Upholds professionalism, ethical conduct, confidentiality, and respectful interactions.
• Models behaviour aligned with OSMH’s mission, vision, and values.
• Uses required technology and digital tools effectively and demonstrates a willingness to learn new systems.
• Contributes to a culture of safety and continuous improvement by identifying risks, following safe work practices, and supporting quality initiatives.
• Demonstrates a commitment to ongoing professional and personal development through continuous learning and reflective practice

Other

• Demonstrates a commitment to ongoing professional and personal development through participation in continuing education and self-directed learning opportunities

Our Team Members Enjoy

• a professional practice environment
• a collaborative atmosphere with emphasis on teamwork
• wellness initiatives
• continuing education grants
• employee recognition and assistance programs
• a competitive salary and benefits package
• equal opportunities for growth and development

Employment Equity

OSMH is committed to diversity and equity in the workplace and welcomes applications from all qualified individuals, including women, visible minorities, Indigenous peoples, persons with disabilities, LGBTQ2S persons and others who may contribute to a diverse workplace.

Accommodation in the Workplace

Orillia Soldiers’ Memorial Hospital is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity, equal opportunity and maintaining a barrier-free selection process for job applicants. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the requirements for the open position. Applicants need to make their requirements known to the Human Resources department when contacted. All requests are handled confidentially.

Health & Safety Responsibilities

OSMH is committed to providing a safe, healthy and supportive working environment by treating team members and patients with compassion accountability respect and engagement.

All team members must adhere to OSMH’s Occupational Health and Safety policies, procedures and protocols, as well as the duties of workers as stipulated in the Occupational Health and Safety Act.

Team members must be able to perform all bona fide and essential duties of the position which may include cognitive and physical demands.

As a condition of employment, new team members are required to complete an employment health assessment and must be cleared by the Occupational Health and Safety Team prior to orientation.

Artificial Intelligence (AI) Use in Hiring at OSMH

Orillia Soldiers’ Memorial Hospital’s (OSMH) may utilize automated screening tools (i.e. questionnaires) to highlight candidates' qualifications; however, OSMH does not involve the use of artificial intelligence (AI) to screen, assess or select applicants. We recommend applying directly through our website as all applications are reviewed by our recruitment team.

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