The Champlain Local Health Integration Network’s (LHIN) mandate is to ensure health services are well-organized, appropriately funded, and meet the health needs of the 1.3 million residents who call this region home.
We work with and fund roughly 120 health service providers that offer about 240 health programs in hospitals, community support services, mental health and addiction services, community health centres, and long-term care homes. The Champlain LHIN also delivers home and community care services.
The Patient Experience and Risk Specialist is instrumental in identifying opportunities for improvement in the patient experience by reviewing and responding to patient concerns and complaints, safety events, and patient experience survey data for a core group of clinical teams and contracted service provider partners. They will lead and support improvement projects as identified by the Quality Department and/or with our Home & Community Care teams and external service provider partners.
The Patient Experience and Risk Specialist is responsible for assisting with and coordinating activities pertaining to Quality and Risk Management through the development and implementation of related procedures and programs as well the assessment, investigation and management of risks. They will also be responsible for the delivery and evaluation of services related to Infection Prevention and Control by consulting with and providing guidance to employees and service providers to ensure understanding of and compliance with applicable policies and procedures.
Education and Experience:
- Consults on cases and where necessary, assists Managers and employees to handle and resolve complaints in a timely and effective manner
- Serves as the LHIN’s primary point of contact to respond to MPP’s offices regarding patient concerns/complaints
- Assists in the coordination and facilitation of case conferences
- Uses project management skills to lead and/or support the ongoing development of adverse event and risk reporting and tracking
- Monitors and audits the Champlain Events Learning System with regard to complaints and events to ensure timely investigation, follow-up, and closure of files
- Works with the Manager and Quality team members to identify opportunities for improvement in patient satisfaction, quality and safe and equitable care by ensuring:
- Compliance with policies, standards, and legal requirements
- Trends and issues are identified and reported by reviewing safety events, patient experience survey data, and patient complaints
- Corrective actions are taken to manage identified risk and maximize client and employee safety
- Investigation of risk situations is conducted and reported
- Risk prevention is maximized
- Unsafe practices are mitigated
- Ongoing education to staff about complaints and events management
- Assists in the implementation and maintenance of the organization’s risk management program
- Participates in the development and continual updates to Infection Prevention and Control guidelines, policies, directives, and other resource materials
- Demonstrates proactive approach to safety and seeks opportunities for improvement by asking questions and making suggestions related to current IPAC policies and procedures.
- Consultation and follow-up with employees and managers on positive screens and assessment of patient impacts and organization risk
- Advise on the appropriate use of personal protective equipment based on set policies and procedures
- Four-year university degree in a related discipline, or
- Three-year diploma in a related discipline plus extensive related experience
- Minimum two years’ related experience in a health care environment
- Experience in project management
- Previous experience as a Registered Nurse (RN) may be considered an asset
Skills and Abilities:
- Knowledge of relevant legislation pertaining to patient care
- Knowledge of ethical principles of care, patients’ rights and responsibilities, and customer service principles
- Knowledge of risk management principles and tools
- Knowledge of Accreditation Canada standards
- Proficiency in complex data analysis and statistical trending
- Knowledge of risk and feedback software (i.e. enterprise risk management software, occurrence tracking software)
- Strong communication and facilitation skills to enable partnerships with community and internal stakeholders to promote quality service
- Good coaching, negotiation, facilitation, problem solving and conflict resolution skills
- Ability to deal with patients/family with sensitivity and diplomacy
- Purposefully builds partnerships and networks to achieve results
- Demonstrated experience in conflict resolution
- Expert problem solving and decision-making skills
- Self-motivated, able to work independently and within a team
- Ability to manage multiple projects within tight deadlines; excellent time management and organizational skills
- Advanced computer skills (MS Office Suite)
- Bilingualism, in English and French, is required for ONE of the two positions
Monday to Friday; 8:30am-4:30pm
In the current climate, the work of this position is conducted virtually and can be done anywhere within the Champlain Region. Successful candidates will be required to come into a LHIN office only as needed. Please review listing of our office locations to find a location near you.
All applications will be reviewed; however, only those selected for an interview will be contacted.
Champlain LHIN welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in any aspects of the selection process.