Ensures the patient relations process is easily accessed, confidential, impartial, timely, effective, understandable, fair, and equitable – a process through which patients, caregivers and others feel they are heard and that their issues have been reviewed with respect, compassion, objectivity, and thoroughness.
Provides timely response and support to issues as they arise and prioritizes effectively, including ensuring communication with patients and families throughout the process.
Actively promotes, mentors, and supports all staff to take ownership of patient relations and the organization’s commitment to service excellence; and provides education to enhance skills and capacity of staff in patient relations and related matters.
Based on nature of an issue, develops a response plan, and leads execution; this may include escalation; coordinating, attending, facilitating and/or mediating discussions to facilitate resolution.
Develops and maintains tracking methods related to understanding patients’ experience and formalizing the process to identify opportunities for process and system improvements that meet the needs and expectations of patients and caregivers.
Educates patients and families on policies, protocols, rights and responsibilities.
Identifies themes in concerns raised and communicates to the staff and leadership on opportunities and suggestions for improvement to better act in the best interest of residents’ health and well-being and improve the patient and caregiver experience.
Reports regularly to senior leadership and works closely with the quality committee, risk management, and communications.
Collaborates and cultivates positive relationships internally and externally with a variety of stakeholders to bring resolution to issues.
Identifies patient stories for sharing to celebrate excellence and learn from concerns.
Reviews patient survey results, metrics, and performance indicators and identifies, recommends and acts on opportunities to improve.
Provides subject matter expertise to the organization – advice, development and delivery of education and programs.
Undertakes research /environmental scans to identify emerging and best practices.
Champions a culture of acting in the best interests of our residents’ health and wellbeing including setting an example of open communication, transparency and accountability.
Identifies and manages risks.
Through own work, and the management of others, ensures a safe working environment, wherever work is undertaken.
Follows all safe work practices and procedures and immediately communicates and mitigates any activity or action which may constitute a risk to client or staff safety.
Participates in related training and education.