Director, Patient Care Quality Office
Vancouver Coastal Health
- Vancouver, BC
- Permanent
- Full-time
- Lead the regional Patient Care Quality Office in compliance with the Patient Care Quality Review Board Act and other applicable legislation, regulations, and standards. Oversees the development of complaint management policies, procedures, systems, and directions consistent with the organization’s mission, vision, values, objectives, and policies and in consultation with program and service executives, other operational and clinical leaders, clinical heads, the Ministry of Health, the Office of the Ombudsperson, professional regulatory bodies, and other external partners.
- Work with key stakeholders, both internal and external to the organization, to facilitate resolution to patient/family complaints and to minimize risk exposure/liability claims for the organization and support patients and families in resolution.
- Oversee investigations of complaints and preparation of status reports. Provides consultation to senior executive, risk management and quality improvement regarding prevention and proposed remedial initiatives, assists in triaging complaints, and determines follow-up actions in response to patient/family complaints or related situations.
- Fulfill obligations and responsibilities in the context of relevant legislation, regulations and common law collaborating with Risk Management, Information, Access & Privacy, the MOH and the PCQRB Secretariat.
- Serve as primary liaison between VCH and the Patient Care Quality Review Board (PCQRB) Secretariat, preparing submissions and addressing queries on files escalated to the PCQRB, and collaborating with Program leadership and VCH Executive in the review of and response concerning recommendations made by PCQRB, for consideration by the Chair of the Board of Directors.
- Performs other related duties as assigned.
- A level of education, training and experience equivalent to Master’s preparation in Health Administration or one of the health disciplines or other relevant area, plus a minimum of 7 years’ recent, related experience and professional management/leadership, or an equivalent combination of education, training and experience.
- Candidates with a background in Nursing or Social Work preferred for this position as it is considered an asset.
- Demonstrated leadership and managerial skills in a large, diverse environment.
- Excellent communication and conflict-resolution skills including the ability to facilitate, negotiate, and persuade others.
- Demonstrated ability to effectively lead, manage and supervise staff, including fostering a motivating and respectful environment where individual competencies can thrive.
- Demonstrated ability to build and maintain effective relationships.
- Demonstrated commitment to the value of continuous learning.
- Demonstrated ability to create and execute strategic plans.
- Demonstrated ability to respond to the needs of stakeholders supported by an acute awareness of the impact of actions.
- Demonstrated ability to problem-solve with a global perspective in order to incorporate the organization’s systems and strategies when developing viable solutions to problems.
- Demonstrated ability to establish courses of action for self and others that are results oriented.
- Demonstrated ability to productively use spreadsheet, word processing and database applications.
- Physical ability to perform the duties of the position.
- Comprehensive health benefits package, including MSP, extended health and dental and municipal pension plan
- Grow your career with employer-paid training and leadership development opportunities
- Wellness supports, including counselling, critical incident and innovative wellness services are available to employees and their immediate families
- Award-winning recognition programs to honour staff, medical staff and volunteers
- Access to exclusive discount offers and deals for VCH staff