Indigenous Patient Care Quality Officer

Indigenous Patient Care Quality Officer

Patient Care Quality Office

Vancouver, BC

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient safety is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Indigenous Patient Care Quality Officer provides leadership and consultation in the identification, management, resolution and education of patient/client issues, and works in collaboration with key stakeholders to facilitate resolution of complaints, with a primary focus of supporting complaints made by Indigenous patients and families. The Indigenous Patient Care Quality Officer ensures that avenues for client feedback are accessible, and that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The Patient Care Quality Officer is also responsible for managing the system for tracking, analyzing and reporting client feedback activities and identifying opportunities for accountability and improvement for the organization.

What you’ll do

• Provides expert support to Directors, Medical Directors and Managers and other senior leaders in the management of client feedback activities, by bringing an Indigenous-specific decolonizing and anti-racist lens to the management of Indigenous and non-Indigenous patient/client and family feedback and complaints activities.
• Collaborates with key stakeholders regarding patient/client complaints and concerns, and supports a culturally safe and appropriate resolution of issues.
• Minimizes risk to the organization by working with risk management as needed.
• Promoting use of client feedback information management system to effectively track and manage client feedback.
• Provides advice and consultation regarding the management of Indigenous client feedback/complaints, including both verbal and written communication and courses of action when initial steps do not resolve issues to a complainant's satisfaction.
• Working in partnership with other staff as needed, supports Indigenous patients and families to report concerns about care.
• Assists Indigenous and non-Indigenous families and clients with the complaints process, with a priority focus on supporting Indigenous patients and families.
• Facilitates effective triaging of complaints, determines appropriate action, and timely follow up in response to patient/family complaints or related situations.
• Assists in the maintenance and development of client feedback information management system (i.e. Patient Safety and Learning System (PSLS) data collection tools and databases), ensuring that client feedback is documented, status of investigation and resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Creates standard and ad hoc reports as required. Provides updates, coaching and training on the use of the module and any legislated requirements to users.
• Serves as a liaison between patients/families and the organization and the community, with a focus on Indigenous patients/families and Indigenous communities, assisting patients/families to know and understand their rights and responsibilities and to navigate through the organization’s processes.
• Remains current on relevant legislation, regulations, standards, and common law collaborating with other departments such as Legal Services, Information, Access & Privacy, and Risk Management.
• Provides and facilitates education opportunities for key stakeholders and staff about the unique experiences and priorities of Indigenous patients/families and the requirement of enhancing cultural safety and humility throughout complaints processes.

What you bring

Qualifications

• A level of education, training, and experience equivalent to: a Bachelors degree in Health Administration or one of the health disciplines or other relevant area, plus three (3) years’ related conflict resolution/crisis intervention experience, including one (1) year of recent related experience in any of the following areas: Indigenous specific anti-racism work, or work in the Indigenous health sector, inclusive of facilitation related to Indigenous cultural safety, Indigenous health administration, or direct health service delivery. Candidate must also have comprehensive knowledge of Indigenous cultural safety and humility within health services contexts and have completed training in Indigenous cultural safety and trauma informed practice.
• Preference will be given to candidates who identify as Indigenous including First Nations, Métis or Inuit.
• Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents’ Bill of Rights. Demonstrated comprehensive knowledge of Indigenous worldviews and perspectives of health and wellness and/or demonstrated allyship. Demonstrated proficient knowledge of Indigenous cultural safety and humility within health services contexts. Demonstrated knowledge of systemic discrimination, anti-Indigenous racism, colonization, and social determinants of health. Demonstrated understanding of BC DRIPA, UNDRIP, and Truth & Reconciliation Commission calls to action. Demonstrated knowledge of client relations and complaints management best practices. Demonstrated ability to exercise judgment and sensitivity working with complex, confidential and sensitive issues. Demonstrated knowledge of health care system issues and functions.
• Demonstrated analytical, problem solving and conflict resolution skills. Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment with multiple interests. Ability to provide consultation to healthcare professionals. Ability to develop, coordinate and deliver cultural safety and humility educational programs and presentations. Ability to work effectively with others, including working effectively in an Indigenous environment, in a multicultural environment, independently, as part of a team and understanding the frameworks of other disciplines, with advanced awareness of one’s own racial identity. Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/family needs. Demonstrated organizational skills and ability to prioritize workload and work under time pressures to meet deadlines.

Skills & Knowledge

• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-Time

Salary Range: $74,618 - $107,264 /year. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
Location: 1333 W Broadway, Vancouver, BC V6H 1G9
Closing date: Applications accepted until position is filled
Hours of Work: 0830-1630 (Monday to Friday)
Requisition # 167517E

What we do

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently marginalized groups identified under the B.C. Human Rights Code.

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya'kula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca.

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and marginalization faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and self-determination of Indigenous communities. PHSA must uphold legislative obligations and provincial commitments found in the foundational documents such as including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca  

Please note the internal job posting will no longer be accessible after the expiry date of June 19, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.