Address
Form of work
SalaryTitle: Patient Experience Specialist
Department: Patient Safety, Quality & Risk
Position Number: 50036477
Hours of Work: Full-Time Position
Salary: Class 06 - $90,153 - $108,183 per annum
Union: Non-Union
Location: Kingston General Hospital Site
PRIMARY FUNCTION
Working in alignment with KHSC’s commitment to ensure quality in every Patient Experience, the Patient Experience Specialist provides organizational wide support in the response to complex and/or escalated complaints presented by patients and their families or caregivers. As a part of the Patient Safety, Quality and Risk Management department, the Patient Experience Specialist brings awareness to opportunities to enhance Patient Experience, actively promotes a patient-centered approach, and facilitates the development, implementation and evaluation of Patient Experience improvement initiatives.
Accountable to the Director, Patient Safety Quality and Risk Management, the Patient Experience Specialist serves as the primary point of contact for feedback regarding all aspects of Patient Experience of care. Patient Experience Specialists engage with patients and families to gain a full understanding of their perspective, de-escalate emotionally charged situations, and assess urgency and risk associated with concerns. The Patient Experience Specialist partners with physicians, leaders and staff to investigate concerns, ensure continued engagement and transparent communication with patients and families, and facilitate timely resolution, and service recovery.
RESPONSIBILITIES & DUTIES INCLUDE:
Patient Relations Management and Consultation:
- Evaluates and prioritizes escalated patient feedback in consideration of severity and impact on the patient and family, complexity, and risk. Partners with physicians, program managers and organizational leaders to plan and execute a response and achieve resolution that is fair and transparent. Evaluates emerging practice in patient relations management, and feedback from patients and partners, to continuously improve KHSC’s Patient Relations Policy and approach. Advises and educates healthcare workers and KHSC staff regarding Patient Relations Management Policies and processes
Quality Improvement
- Develops and implements Patient Experience measurement and reporting processes. Monitors patient feedback and patient survey data and highlights trends at the program and organizational level to drive improvement to the Patient Experience of care. Promotes and supports engagement of patients and families in quality improvement. Promotes and supports leveraging Patient Experience data and feedback to evaluate the effectiveness of changes.
Risk Management:
- Assesses concerns from patients and families, or those escalated to the CEO or local MPP for risk of litigation, rights violations and reputational damage. Ensures that all correspondence and communication with patients and families is factually correct, respects privacy and patient rights. Ensures that policies and processes for engaging with patients and families regarding their experience of care adhere to appropriate legislation. KHSC primary point of contact for Patient Ombudsman’s office
Promoting a just and patient centered culture:
- Facilitate opportunities for health professionals and multidisciplinary teams to learn from patient reported experiences (positive and negative) and reflect on opportunities to build better patient partnerships and improve engagement and communication. Research best practices and support innovative approaches.
NOTE - The above duties are representative but are not to be construed as all-inclusive.
BASIC QUALIFICATIONS:
Minimum Requirement
- University degree or equivalent
- Considerable position-related experience required (minimum 3 – 5 years)
- Sound knowledge of relevant legislation, e.g. Excellent Care for All Act (ECFAA) 2010, specifically O. Reg. 188/15; Substitute Decisions Act (SDM), 1992; privacy legislation (Personal Health Information Protection Act [PHIPA], 2004, Freedom of Information and Protection of Privacy Act [FIPPA], 1990);Health Care Consent Act; Mental Health Act
- Excellent written and oral communication skills with ability to communicate clearly with different people and audiences
- Demonstrated ability to resolve conflict in a manner that is objective and fair, and acknowledges different perspectives and personal biases
- Demonstrated ability to maintain composure in high pressure or emotionally charged situations
- Demonstrated ability to work independently or as part of a team
- Risk assessment and prioritization skills
- Demonstrated commitment to patient and family centered care
- Proficient with standard MS Office products
Preferred Requirement
- Master’s degree in a related field is an asset
- At least 5 years recent experience in a related field
- Advanced knowledge and experience with hospital operations and the Ontario Healthcare System
- Advanced conflict resolution and mediation skills
- Formal Quality improvement education or certification (Lean, Six Sigma, Ideas, IHI etc.)
- Data competency
- Bilingual/French language
- Proven ability to attend work regularly.
- Satisfactory criminal reference check required.
PHYSICAL REQUIREMENTS:
The applicant must be able to meet the physical demands of this position.
We thank all applicants, but only those selected for an interview will be contacted. Kingston Health Sciences Centre is committed to inclusive and accessible employment practices.
If you require an accommodation to fully participate in the hiring process, please notify the Recruitment Team.
KHSC is located on the ancestral lands and waters of the Anishinaabeg and Haudenosaunee and serves a wider geographical area that encompasses many Indigenous communities including Tyendinaga, Katarokwi, as well as communities within the Weeneebayko Area Health Authority. As we partner in care, discovery, and learning to achieve better health outcomes for our communities, KHSC is committed to actively advocating for and acting upon the Truth and Reconciliation Committee’s Calls to Action on Health.
