Patient & Family Centred Care Consultant
North York General Hospital
North York, ON
Company Bio
IMAGINE a hospital where everyone is committed to excellence. We did. We are. From boardroom to bedside, we go above and beyond to offer the best and safest patient care. At North York General Hospital (NYGH), we put our patients first in everything we do. We are achieving a new standard of excellence in integrated patient-centered care. and as one of Canada's leading community academic hospitals, we are building on our academic foundation through enhanced education, research and innovation. As part of our dynamic team, you too can stand out and be amazing! At NYGH, our team is making a world of difference. NYGH has recently been ranked the #2 Hospital in Canada by Newsweek.
Position Summary
Patient- and Family-Centred Care Consultant, Patient Experience and Quality
Your goal in this position is to actively support the philosophy, goals and objectives and programmatic activities of the Patient-and Family-Centred Care Office. You will act as a primary contact for the Patient and Family Advisory Council and a large group of Patient and Family Advisors. You will support the PFCC Advisory and continue to integrate Patient and Family Advisors across all levels of the organization. As the Patient- and Family-Centred Care Consultant you are able to work autonomously and within a team to positively and proactively impact change. You are able to work effectively with diverse groups of people, maintain effective working relationships, and leverage the strengths of others to achieve great outcomes.

You are self-directed and are able to deal with multiple stakeholders and competing priorities. You have exceptional organizational, verbal and written communication, interpersonal and strong customer service skills. You are able to critically think, problem-solve and apply your excellent negotiation skills with an independent work initiative.This position supports the hospital’s academic mandate by advancing care through teaching and learning and/or transforming care through research and innovation. This position contributes to the shared responsibility of ensuring health and safety policies are followed to provide for a healthy environment for patients, staff, physicians, volunteers and families.
On a practical level, you will
  • Sustain and report on, together with patients, families, staff, physicians and volunteers, a five-year Patient- and Family-Centred Care strategic framework and maturity model. Work together with staff to deliver on the strategies and activities documented.
  • Support strategic initiatives that promote the evolution of PFCC from an engagement model to an innovation focused model that partners with patients to improve services and experience.
  • Mature and maintains a Patient- and Family-Centred Care scorecard to measure and manage performance, education, outcomes and patient experience achieved as a result of the work completed, education delivered, and projects implemented.
  • Profile the accomplishments of the organization via abstract writing, article documentation, and conference attendance.
  • Partner with hospital leaders in the integration of Patient and Family Advisors on committees, working groups, projects, etc., both internally and externally, including participation in learning collaboratives.
  • Identify opportunities, working closely with the Patient Experience Office, where there can be targeted Patient- and Family-Centred Care education to improve patient experience outcomes and the overall satisfaction with patients’ journey of care.
  • Work closely with the Clinical staff, to impart knowledge and skills required to further educate on Patient- and Family-Centred Care at the bedside.
  • Work closely with the Patient and Family Advisory Council, ensuring that agenda, minutes and support are offered to the Co-Chairs. Support the development of a technology solution to assist with their community of practice.
  • Align work of the organization to the Patient and Family Advisory Planning Committee and Patient and Family Advisory Forum to ensure representation from across the programs.
  • Deliver and operationalizes the Cleveland Clinic’s Communicate with H.E.A.R.T.TM (Service Excellence Program) training and development program that is driven by the strategic performance needs of the organization.
  • Establish measures, report on training effectiveness, and evaluate the return on investment for training programs.
  • Lead, support, and develop Patient- and Family-Centred Care initiatives as identified. This includes the organization, planning and support for the Patricia Mackey Education Award and the Patient- and Family-Centred Care Education Day.
  • Support the sustainability and spread of Patient- and Family-Centred Care implemented initiatives across the organization. Support pilot projects in spreading across the organization.
  • Assist in policy review and project prioritization that promotes a Patient- and Family-Centred Care culture.
  • Lead recruitment of PFAs and related onboarding process as necessary.
  • Act as a primary liaison between the hospital and the PFA group.
  • Bachelor’s degree in a related field required. Healthcare experience preferred
  • Minimum 3 years of experience in the healthcare sector
  • Experience working in a Patient- and Family-Centred Care environment required
  • Experience with training and development, and development of instructional materials an asset, including story telling.
  • Sound understanding of concepts of Patient- and Family-Centred Care
  • Demonstrate ability to liaise with both internal stakeholders including the inter-professional team and external stakeholders
  • Facilitation to impart knowledge and skillset
  • Proficient in Microsoft Office applications (Word, Excel, PowerPoint, etc.)
  • Experience with Service Excellence frameworks an asset
  • Experience with public speaking, presentations, and group facilitation strongly preferred.
Bilingualism in French/English an asset
What We Offer
Working at NYGH means working with a dynamic team of fellow healthcare providers, staff, and volunteers in one of Canada’s leading hospitals. This is a Full Time Temporary position, 75 hours bi-weekly, with required day shifts in the Patient Experience and Quality department. We offer a highly competitive total compensation package which may include benefits, pension, vacation pay, or pay in lieu of benefits, when applicable. If you were searching for more reasons to consider joining the wonderful team at NYGH, check out some features of our Total Rewards package by visiting
How to Apply

Think you're the right person for the job? Here's your first chance to show us why:
Ensure to meet the deadline - only applications received by the closing date will be considered.
We will review all applications and will contact those selected for an interview.
Closing Statement

At North York General, we are committed to fostering an inclusive and accessible environment. We are dedicated to building a workforce that reflects the diversity of the community in which we live, including those with disabilities. North York General is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.