Description:
The Manager, Patient and Family Experience & Quality Safety reports to the Director, Indigenous Health BC&W and co- leads with operational leaders the integration, implementation and sustainment of a comprehensive and coordinated patient and family experience program across BCCW. Oversees, strengthens and enhances the patient experience within BCCW through effective framework development and by advancing a culture that promotes evidence-informed quality clinical practice, stakeholder engagement, and that emphasizes the role that all service providers play in creating exceptional patient and family experiences. Ensures effective partnerships with BCCW to address quality and safety issues and implementation of real solutions with complaints. Build a collaborative relationship with Quality and Safety teams and PCQO leadership and physicians, and provides direction to ensure all Indigenous Patient and Family Experience strategies, work plans, and patient partner activities support patient and family centred care, patient education, interprofessional collaborative provider practice, and the integration into site/community and program committees to bring the patient and family voice to decision making. The Manager will have educational and facilitation experience in Cultural Safety and Humility to support the Cultural Safety Training across BCCW campus.
What you’ll do
- Provide leadership and manage the development, implementation, and evaluation of programs in support of strategic BCCW initiatives, programs, and related projects. Manage a diversity of programs/ related projects of varying scope including the Indigenous Health BCCW in a complex and changing multidisciplinary environment and with a diversity of stakeholders. Maintain responsibility for ensuring that programs and related projects are completed in adherence to project protocols/ charters/ agreements, timelines, applicable institutional and ethical policies and procedures, and pertinent privacy legislation.
- Collaborate with the Director Indigenous Health and other BCCW leadership, and with support from Project Managers and Research Assistants as applicable for the development, implementation, and evaluation of strategic mental health and addictions programs and projects. Collaborate to conduct research in support of BCCW’s provincial mandate.
- Manage the identification, collection and analysis of relevant information/ evidence relating to current programs and related projects, and synthesize findings in order to effectively integrate these into the development, implementation, analysis, dissemination of findings, and policy/practice implications of strategic programs and initiatives.
- Supervise Indigenous Health and other designated staff including hiring and termination, establish clear definitions of responsibility for each employee, provide coaching and guidance, and review workload assignments. Investigate work and staff issues and where necessary initiate disciplinary action up to and including termination in consultation with Human Resources. Identify and support training needs and staff development, and evaluate individual and team performance in collaboration with appropriate internal stakeholders.
- Develop proposals, budgets, and workplans for proposed programs and related projects, ensuring that resources will meet program/ project objectives and high quality deliverables; prepare mid-term and final reports. Ensure adherence to the budget by performing duties such as monitoring expenditures, variance reporting and recommending remedial action and taking corrective action to ensure performance to plan.
- Lead strategic program teams, related working groups, and advisory committees to achieve targeted goals/ objectives of strategic programs and related projects, and to build and strengthen relationships with key stakeholders.
- Improve quality and effectiveness of Research and Knowledge Exchange team processes by formulating and implementing team-based recommendations.
What you bring
- A level of education, training and experience equivalent to a Master’s Degree in Health Services or Social Science or a relevant health care discipline with a minimum of (5) years recent and related experience in program management and facilitating and managing consultation processes with a wide range of stakeholder groups.