Patient Relations Officer (TFT)
Waypoint Centre for Mental Health Care
Penetanguishene, ON
The Director, Quality, Patient Safety & Risk is currently seeking a Patient Relations Officer. The incumbent will bridge the gap between patients, families and health care providers by handling concerns/complaints openly, honestly and with the utmost confidentiality and sensitivity to achieve the highest level of resolution possible. Actively promotes and supports patient-centered care and a positive patient experience, resulting in improved patient satisfaction and public confidence, by ensuring the patient’s voice is heard at the highest level.

Key Accountabilities:
Liaises with patients/clients, families, the Patient Client & Family Council and Hospital personnel to facilitate the effective handling and resolution of concerns/complaints in a comprehensive, transparent and impartial manner.
Conducts on-site investigations, independent telephone interviews, runs clinical tracers, participates in investigation interviews of Hospital employees.

Mediates conflict situations, negotiates workable solutions to achieve closure. May participate at Examinations for Discovery as a witness for the hospital.

Responds to potentially serious events and reviews related to patient care. Passes on cases of a complex nature to appropriate individuals.

Guides the patient/family through the health care system, advising patients/families, visitors on current policies, protocols, rights and responsibilities; acts as a liaison between patient/family and the health care team.

Collects and analyzes quantitative and qualitative data to facilitate the identification of quality improvement opportunities and achieve a higher level of service excellence. Determines baseline performance measures and monitors and reports compliance with the patient Declaration of Values.

Identifies and flags system issues for review and resolution; advocates for/implements initiatives to improve processes and systems that support patient care excellence. Advises on quality improvement opportunities and system changes; develops policies and procedures.

Participates as a resource to the Quality Committee of the Board and is a member of various relevant committees.

University degree in a regulated healthcare field; formal education in mediation and/or conflict resolution
Five years’ experience working with mental health principles, standards and required organizational practices within a health care setting, preferably mental health

Demonstrated experience with conflict resolution and mediation principles and techniques; proven experience with adult education theories and learning principles

Proven advanced level computer software experience including proficiency in Microsoft, database and data analysis

Demonstrated experience with mental health policies and programs and relevant legislation

Results oriented work ethic to work independently and undertake tasks needed to accomplish work objectives and deliver quality, consistent and timely results

Demonstrated interpersonal, analytical and organizational skills

Proven written and verbal communication skills as well as active listening skills

Proven ability to adapt readily to change; strong change management and resiliency skills

Models and promotes core ethical practice, Waypoint Values, and reflects an optimistic and positive attitude

Preference for proficiency in French/English language skills