Job Specifications
The Patient Relation Consultant (PRC) oversees and facilitates the Health PEI feedback resolution process which includes reviewing, investigating patient/family/public concerns and ensuring follow up occurs by the most appropriate Health PEI program/service leader
Duties:
Demonstrates commitment to organizational values, ensuring effective and person-centered services.
Establishes and fosters relationships with patients/residents/clients through the patient relations process.
Facilitates collaboration and coalition-building among diverse groups to improve patient experience and quality of care.
Leads the work to promote Health PEI’s overall responsibility and accountability to Health PEI’s patient/family/public feedback processes.
Promotes and provides coaching on a climate of cooperation and respect in a person-centered environment.
Fosters a culture of empathy, understanding, and inclusivity among all Health PEI staff, physicians and leaders empowering them in their ability to respond to patient and family feedback..
Works with service areas most responsible to respond to feedback by facilitating timely and comprehensive reviews of patient/public concerns submitted through the Provincial Safety Management System (PSMS).
Provides situational direction and advice to frontline employees, leaders and physicians on patient feedback concerns and processes.
Mentors, educates and provides effective communication tools and skills to Health PEI supervisors, managers, directors and practitioners on how to respond to patient, client, resident, family and public feedback
Ensures compliance with all relevant policies, procedures and legislation, including but not limited to, the Health Information Act, the Freedom of Information and Protection of Privacy Act, the Health Service Act, The Consent to Treatment Act, the Mental Health Act, the Long-Term Care Act
Creates, promotes and develops the vision and strategic plan for the Patient Relations Program in collaboration with the Director of Patient Experience and the Executive Director of Quality, Patient Safety and Ethics within the broader context of Health PEI’s vision, mission and organizational goals
Working independently, the Patient Relations Consultant acts as a resource to various departments and divisions across the organization to ensure Patient Relations policies, procedures and best practices are being followed
Works closely with the Director of Patient Experience to plan, implement, monitor and evaluate educational resources to ensure successful program delivery.
The Patient Relations Consultant is responsible for supporting system-wide programs, initiatives, projects, and interventions focusing on ensuring our patient’s experience is consistent and exceptional
Patient Relations Consultant helps patient/families navigate the feedback resolution process by communicating, mediating and negotiating with all levels of leadership on their behalf. The PRC plays a key role in establishing, fostering and managing relationships while facilitating the resolution of complex and sensitive issues
The Patient Relations Consultant is involved in the facilitation of resolution meetings, trend analysis, and collaboration with various stakeholders and service areas to make recommendations that will improve the patient experience within Health PEI
Minimum Qualifications:
A bachelor’s degree in health or social sciences, health administration, public relations, communication or in a related field with an acceptable combination of education, training and experience required.
Licensure/registration in professional organization is required for health-related professions.
Experience and/or training in feedback resolution process, conflict management, mediation, and/or ethical decision making.
Minimum of 5 years’ experience in a health care setting.
Knowledge of Accreditation Canada standards with a focus on person and family centered care and patient engagement.
Strong interpersonal and collaborate skills, excellent oral and written communication skills, including the ability to write plain language responses/resolutions and recommendations.
Ability to lead self and work independently as well as part of an integral and versatile team.
Ability to manage multiple tasks, prioritize responsibilities, and maintain accurate records.
Excellent decision making and problem-solving skills with demonstrated pattern of using good moral/ethical judgement.
Ability to deal with individuals who may be upset, requiring tact, empathy, confidentiality and good judgment
Advanced knowledge and skill in various computer applications, i.e. Microsoft Office suite - Microsoft Excel, Microsoft PowerPoint, Internet research skills;
The successful applicant must have a good previous work and attendance record.
Must have access to a reliable vehicle.
A good previous work and attendance record is required
Other Qualifications:
Master’s degree is an asset.
Training or certification as a mediation and coach
About the Company
Health PEI is a crown corporation responsible for the operation and delivery of publicly funded health services in Prince Edward Island, Canada.
The organization operates hospitals, health centres, public long-term care nursing facilities and community-based programs and services.
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