Patient Relations Consultant - Toronto, Canada - Michael Garron Hospital

Michael Garron Hospital

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position Overview

The Patient Relations Consultant collaborates with the healthcare team to ensure a positive patient and family-centred experience.

The Patient Relations Consultant uses their emotional intelligence andworks to support and strengthen the relationship between the patient, their family or designated representative and the healthcare team by facilitating the timely resolution of patient concerns.

Familiar with the complexities of patient care and the healthcare system, the Patient Relations Consultant coaches and mentors staff, physicians and volunteers in resolving patient complaints, acts as an expert resource to resolve complex complaints and identifies systemic improvements, and analyses data to make recommendations to senior management regarding areas of focus for improvement.

Primary Responsibilities

Point of contact for patients and families to share their feedback

Coach, mentor and consult to staff, management, physicians and volunteers to improve resolution of patient complaints

Expert internal resource to facilitate and negotiate the resolution of complex patient care concerns in a timely fashion and identify systemic improvements

Collects and analyzes data and produce reports to support broader perspectiveregarding feedback

Identify and trend systemic issues based on data analysis and make recommendations to senior management regarding areas of focus for improvement quarterly.

Supports patients and families who have experienced a critical incident and attends the Incident Determination meeting.

Liaise with Ontario Patient Ombudsman Office

Secondary Responsibilities

Educate staff/physicians in understanding of the Patient Relations Consultant role and in identification, management and effective response to patient/family concerns.

Maintain awareness of best practices and legislation affecting feedback management

Participate on hospital committees related to job function.

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Decision Making

Classifies patient and family concern as a quality/risk issue and takes appropriate action to resolve concern to patient/family and hospital's satisfaction

Assesses level of risk to the hospital and refers to Risk Management policies

Education

Master's Degree in a related healthcare discipline.

Additional education in facilitation, mediation and/or conflict resolution preferred.

Experience

Minimum 10 years in one or more health discipline with evidence of progressive responsibility.

Experience in the use of lean or other process improvement methodologies an asset.

Demonstrated ability to coach and mentor others.

Self-directed and able to deal with multiple stakeholders while managing multiple priorities.

Demonstrated ability to work collaboratively.

Demonstrated ability to think critically and to problem-solve.

Excellent interpersonal skills.

Excellent oral and written communication skills.

Understanding of healthcare system.

Excellent and demonstrated facilitation, mediation and conflict resolution skills.

Proficient in the use of all Microsoft office products.

All employees of Michael Garron Hospital (MGH), a division of Toronto East Health Network (TEHN) [formerly Toronto East General Hospital (TEGH)] agree to work within the legislated practices of the Occupational Health and Safety Act of Ontario.

All employees of MGH are responsible to contribute to a transparent culture of patient and staff safety by adhering to and abiding by patient and staff safety policies and procedures set by MGH.

All employees are accountable for protecting the psychological health and safety of themselves and their co-workers through adherence to MGH's policies and practices.

Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption pursuant to the Ontario Human Rights Code.