Patient Care Quality Officer; PCQO

The salary range for this position is CAD $38.88 - $55.89 / hour

This is your opportunity to become a valued member of the dynamic and dedicated Patient Care Quality Office at Fraser Health. Bring your positive energy and dedication to quality in service and care to a role where you are a leader in establishing and maintaining effective relationships with our patients, clients and residents. Respect and trust are key to your success.

In this role, you will be reporting to the Managing Consultant, Patient Care Quality Office, and working closely with various Program Executive Directors, Directors, Managers and Medical Directors.

• Provide support in the management of feedback activities and collaborate with key stakeholders regarding complaints and concerns, supporting resolution of issues and ensuring these concerns are tracked for accountability and improvement purposes.
• Ensure a timely, effective and transparent process for complaints management and determination of follow-up actions in response to patients/clients/residents and/or family care quality concerns, and to minimize risk exposure to the organization.
• Ensure accessible avenues for patient/client/resident feedback, and assist patients, clients, residents and families in understanding their rights while navigating through organizational processes.
• Provide consultative services throughout Fraser Health on effective complaints management, promoting the use of a consistent process adopted by Fraser Health for use organization-wide.
• Participate in the integration of quality improvement principles by providing regular reports to senior leadership on patient/client/resident feedback.
• Utilize excellent judgment, conflict resolution, and verbal and written communication skills while handling diverse and complex issues in an empathetic, culturally safe, sensitive and respectful manner.

• Bachelor’s Degree in a health care profession
• Three years’ recent, related, client relations experience including proven knowledge of pertinent laws and legislation, including the Patient Care Quality Review Board Act, Freedom of Information and Protection of Privacy Act, the Evidence Act and the Hospital Act.

This is a Relief Full-Time available until September 2027 or until return of incumbent. This is a hybrid position with the option to work both from home and office.

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Reporting to the Managing Consultant, Patient Care Quality Office, and working closely with the administrative team (Executive Directors, Medical and Health Services Directors, Managers), the Patient Care Quality Officer (PCQO) supports the Fraser Health Authority in its focus on establishing and maintaining effective relationships with our patients/clients/residents. The PCQO provides leadership and expert consultation in the identification, management, resolution and education of patient/client/resident issues and works in collaboration with key stakeholders, internal to the organization to facilitate resolution of patient/family complaints and to minimize risk exposure/liability claims to the organization.

The PCQO ensures that avenues for patient/resident/client feedback are accessible, that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The PCQO is also responsible for ensuring a system for tracking, analyzing and reporting client feedback activities and identifying opportunities for improvement for the organization. The PCQO works closely with the Quality Improvement Patient Safety Consultants and Integrated Risk Management staff, referring to them all client feedback issues with potential liability or other risks requiring reporting to Health Care Protection Programs.