Director Patient and Family Experience and Partnerships

Job Summary:

In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
The Director, Patient and Family Experience & Partnership reports to the Executive Director and is responsible and accountable for the strategic direction on patient and family centered care and the patient journey to ensure clients, patients and families are at the forefront of their health care and is accountable to lead patient and family centered care adoption and integration into all aspects of planning and evaluation across all programs of BC Children’s and BC Women’s (C&W).
The Director communicates, facilitates, and negotiates with senior-level executives on matters pertaining to client, patient and family experience, engagement, and education, including developing and implementing related organizational wide frameworks, policies, programs, procedures and supports across C&W. The Director oversees, strengthens, and enhances the understanding and improvement of patient experience and engagement, patient experience measurement and clinical guidelines for transitions from and to C&W care and the regional Health Authorities and linkages with external partners/resources and regional resources.
The Director leads strategic planning, leadership, expertise, situational management, and problem solving for Patient Experience and Partnerships across C&W, including the promotion of evidence-informed quality clinical practice, related activities, and engagement of various partners including all service providers, that enhance the patient and family experience and that advances a culture of patient and family centered care. The Director is responsible and accountable to deliver on the Executive and Board endorsed Integrated PHSA Quality and Safety Strategy, supporting person-centered partnerships which focuses on engaging with patients, families and caregivers in a meaningful way in their care and involving them in continuous quality improvement work. This role develops collaborative partnerships with other PHSA programs, BC Children's Hospital Foundation (BCCHF), BC Women's Health Foundation (BCWHF), Health Authorities, the Ministry of Health, colleges, universities, and provincial and national communities of practice to ensure C&W’s alignment with current and future strategic directions, activities, and goals.
The Director is responsible for the teams and departments within the C&W Patient Experience portfolio, its budget, operations and staff management. In addition, the Director is responsible for the management of donated goods, experiences and donor funding in collaboration with Foundation leadership.

Duties/Accountabilities:

• Leads the development and implementation of patient and family experience strategies and programs, ensuring alignment with C&W’s overall plan and goals. This includes creating and overseeing initiatives such as patient and family advisory councils, designing and implementing training programs for staff at all levels to promote a culture of patient and family-centered care, and patient feedback systems to enhance patient and family experience and care quality.
• Provides leadership to team members through coaching, guiding, mentoring and modelling PHSA values and fosters an atmosphere that promotes and encourages individuals to realize their maximum potential. Encourages dialogue and provides guidance and advice to facilitate resolutions to work issues. Assists team members to define shared and individual goals and meet performance expectations. Recruits staff and maintains an organizational structure for the program that provides the highest level of quality service within budget parameters.
• Ensures compliance with regulatory standards and accreditation requirements related to patient rights and experience. Establishes partnerships with other health authorities, primary care clinicians, external organizations, to stay informed, bring innovative solutions to the organization and influence to full continuum of the cancer care journey.
• Builds patient and family partnerships across C&W to ensure patient and family informed decision-making, improved information and understanding on models of care, resources, and external partners. Supports a partnership between clients, patients, families, health care providers and relevant community partners. Encourages client, patient and family collaboration in their care and ensures that they are provided meaningful opportunities to engage with healthcare providers.
• Guides and directs patient engagement/experience leaders throughout C&W to ensure organizational systems are in place to ensure consistent processes are in place for the engagement of patients and families to participate in service planning, delivery and evaluation of care delivery and coordinates feedback systems for improved care delivery and related initiatives.
• Collaborates with clinical and administrative departments to integrate patient experience best practices into daily operations. This involves working closely with healthcare teams to ensure that patient care processes are smooth, efficient, and focused on meeting patient and family needs, thus fostering a culture of empathy, respect, and patient and family -centered care.
• Develops networks and builds alliances, engages in cross-functional activities, collaborates across boundaries, within and beyond BC. Utilizes contacts to build and strengthen internal and external support bases.
• Ensures collaboration with leaders throughout the organization such as Indigenous Health to ensure the voices of our diverse populations served have an equitable and inclusive perspective.
• Plans, manages, and reports on annual budget for the portfolio including preparing and recommending an operating budget, analyzing, and reporting on variances, and monitoring budget expenditure and performance to meet annual budget and program targets.
• Encourages, identifies, and supports research and the implementation of evidence-based practice including research, and quality improvement tools to build capacity and drive quality improvement.
• Develops collaborative partnerships and networks among community-based services such as home care, hospice, and primary care. Links in with community services to ensure continuous clinical supports for patients and their families before and after treatment at C&W.
• Performs other related duties as assigned.

Qualifications:

A level of education, training, and experience equivalent to a Master’s Degree in Health Administration, Adult Education or a related health discipline and ten (10) years of recent related experience in health care strategic development and health services management at a progressively senior level including knowledge with strategies to integrate the patient voice into health services and experience with cross- cultural awareness and sensitivity. In addition, knowledge of population health and demonstrated experience in addressing inequities through health services planning and models of care would be a strong asset.
• Leadership competencies required for this position outlined in the PHSA LEADS Framework. Including demonstrated leadership capabilities in the areas of leading self, engaging others, achieving results, developing coalitions, and system transformation.
• Demonstrated ability to be the catalyst for change and innovation by capturing synergies to improve the patient experience, patient experience measurement, patient and family engagement and the patient journey across the agency, linking patient experience quality data to real patient experience expediting positive change to achieve desired patient and health systems outcomes.
• Ability to ensure effective ongoing engagement and the development of program and services with the local Indigenous communities to support the health and well-being of local Indigenous residents.
• Strong negotiation, mediation, and facilitation skills.
• Excellent communication, problem solving, analytic and planning skills.
• Knowledge of complex systems design, development, and management.
• Demonstrated insight and understanding of workforce planning, education, and workforce development issues.
• Ability to foster and promote an environment that is patient and family focused.
• Demonstrated ability to develop and maintain effective and collaborative working relationships within internal and community services.
• Demonstrated ability to lead teams and to promote teamwork. Critical thinking skills and proven ability to effectively manage human and fiscal resources. Demonstrated understanding of quality assurance processes, operational planning, and program development.
• Ability to prioritize and manage multiple tasks and projects.
• Demonstrated ability to collect quantitative and qualitative data related to patient experience and to obtain, assess, and evaluate data including through surveys, meetings and focus groups.
• Demonstrated knowledge of current advanced word processing, graphics presentation, and spreadsheet computer applications to prepare reports and presentations.