Patient Relations Advisor
Community Care Access Centre
JOB TITLE:Patient Relations Advisor
START DATE:May 2021
DURATION:Full Time, Permanent
REPORTS TO:Manager, Quality, Safety and Risk
DEPARTMENT:Quality, Safety and Risk
LOCATION:Home and Community Care Support Services Toronto Central
At Home and Community Care Support Services Toronto Central by providing an accessible workplace, we want all of our employees to feel valued, appreciated, and free to be who they are at work. That is why we are intentionally committed to diversity and inclusion by providing an accessible and inclusive work place for all persons. We are strongly committed to include Black, Indigenous, visible minorities, Francophone, 2SLGBTQ+ persons, neurodiversity, women, national origin, ancestry, disability status, age, marital status, pregnancy, citizenship, all faiths, or any other aspect, which makes them unique, through recognizing each applicant through anti-racism and anti-oppressive practices to ensure equitable opportunity.
Reporting to the Manager, Quality, Safety and Risk, on an interim basis, the Patient Relations Advisor is responsible for creating a safe, responsive and effective environment to understand the patient experience. The Patient Relations Advisor supports clients, caregivers, staff, health care providers and stakeholders by supporting resolution of complaints, sharing compliments, and identifying themes of opportunities for internal and system improvement.
- Serves as the organization’s point person for patient relations – responds to inquiries and complaints from a range of stakeholders (patients/clients, families, MPPs) – issues may range from information/education to complex service delivery and health or broader system complaints/issues.
- Ensures the patient relations process is easily accessed, confidential, impartial, timely, effective, understandable, fair, and equitable – a process through which patients, caregivers and others feel they are heard and that their issues have been reviewed with respect, compassion, objectivity, and thoroughness.
- Provides timely response and support to issues as they arise and prioritizes effectively, including ongoing and timely communication with patients and families throughout the process.
- Based on nature of an issue, develops a response plan, and leads execution; this may include escalation; coordinating, attending, facilitating and/or mediating discussions to facilitate resolution.
- Develops and maintains tracking methods related to understanding patients’ experience
- Identifies opportunities for process and system improvements that meet the needs and expectations of patients and caregivers and align with organizational values.
- Educates patients and families on policies, protocols, rights and responsibilities.
- Identifies themes in concerns raised and communicates to leadership
- Liaises with Communications to communicate to staff regarding opportunities and suggestions for improvement to better act in the best interest of patients’/clients’ health and well-being and improve the patient and caregiver experience.
- Works closely with the Risk Management, Communications and Home and Community care teams.
- Collaborates and cultivates positive relationships internally and externally with a variety of stakeholders to bring resolution to issues.
- Identifies patient stories and works with Communications on sharing to celebrate excellence and learn from concerns.
- Reviews patient survey results, metrics, and performance indicators and identifies, recommends and acts on opportunities to improve.
- Develop briefing notes and presentations on patient complaints as required.
- Undertakes environmental scans to identify and share emerging and best practices.
- Preferred graduate level university degree with specialization in health sciences or relevant field or Relevant undergraduate degree with appropriate experience
- 5-7 years related experience preferred
- Experience and training in counselling, mediation, dispute resolution, patient safety, risk management and/or other related disciplines.
- Empathetic, approachable and trust worthy.
- Knowledge of the Ontario health sector including related legislation (e.g., substitute decision makers, privacy).
- Knowledge of patient experience current and emerging best practices.
- Knowledge of performance measurement and management.
- A drive, passion and creativity toward making it easy for patients to get the care they need.
- Self-motivated with exceptional interpersonal, facilitation, negotiation, problem solving, and conflict resolution skills.
- Strong coaching/mentoring and training experience.
- Demonstrated experience developing partnerships and trust relationships with diverse stakeholders.
- Demonstrated capacity to identify and respond quickly to emerging issues and priorities.