Director, Quality Risk and Patient Experience

Exceptional Care–Exceptional People The Brant Community Healthcare System is a two site Community Hospital located in Brantford and Paris, Ontario. The Brantford General is an acute care hospital The Willett in Paris is an urgent care centre and transitional beds By choosing to work at Brant Community Healthcare System (BCHS), you are joining an organization with more than 130 years of making a positive difference in the lives of the people we serve throughout our communities. We value Care, Accountability, Respect and Equity, and we are working together to build a healthier community! Why Choose BCHS? Centralized Education Fund – opportunities for continuing education and staff development. Various schedules available (e.g. 4 on 5 off for full time nurses) HOOPP Pension Plan Predictable work locations Discounted onsite parking (no shuttles or waiting lists) Support 24/7 – you’re not on your own (managers on call, physicians, allied health, and support staff). Wellness matters – our Employee Assistance program is free and confidential to all employees and family members. Ongoing infection and prevention control measures, education, appropriate PPE and support available to all employees. Position Summary Reporting to the Vice President, Strategy, Quality, Risk & Communications, the Director, Quality, Risk & Patient Experience works in partnership with leaders and other key stakeholders to sustain a culture of quality and safety, and effectively manages and mitigates enterprise-wide risk. The successful candidate provides leadership and support in the implementation, maintenance and integration of quality and risk frameworks across the Brant Community Healthcare System. The successful candidate will innovatively facilitate the enterprise risk management process and partner in the development of meaningful mitigation and control strategies that will ensure better health outcomes for patients and families, support the health and well-being of our physicians and staff and reduce organizational risk. The Director will foster a culture of safety and performance through the lens of quality and risk and develop systems and processes that support staff and physicians. Primary Responsibilities Oversee departments including Quality, Risk & Legal, Emergency & Disaster Management, the Patient Experience Office and the Clinical Ethics Program. Oversee the work of and provide support to the Manager, Risk, Legal & Emergency Management. Lead a team of Quality & Patient Safety Consultants in advancing their core accountabilities including leading organizational quality processes, supporting a culture of continuous improvement, building a culture of patient safety, and managing accreditation readiness. Oversees the work of the Patient Experience Specialist and the Patient Engagement Coordinator, and ensures a framework is in place for timely identification, management and facilitation of the resolution of complaints, concerns, questions or requests ensuring there are accessible avenues for patient feedback. Leads the Patient Safety Incident Management process, including Emergency Teleconference, Quality of Care Reviews, Coroner Case follow-ups, and supports the disclosure process. Lead in the development and execution of the organization’s’ annual Quality Improvement Plan (QIP) and the maintenance of a comprehensive integrated Quality, Risk and Safety program, including hospital-wide stakeholder engagement and ensure alignment with strategic priorities. Lead the organization-wide Accreditation process with Accreditation Canada including all activities required pre, during, post and between surveys. Oversee the successful implementation of corporate quality and risk projects which will include reporting on project progress, managing stakeholder engagement and escalating project risks as appropriate. Leads the hospital insurance policies and processes through the Healthcare Insurance Reciprocal of Canada. Provide expertise in the management of legal claims and incidents in order that they are responded to in a manner that meets legislative, regulatory and best practice expectations including review, analysis and risk mitigation. Lead the corporate-wide standardization for the identification, reporting, analysis and evaluation of risk issues and trends to develop and implement mitigation mechanisms in support of patient safety and corporate-wide risk reduction. Lead the development of the Enterprise Risk Management registry to identify and prevent situations that can result in losses or liability, including but not limited to: staff, patient or visitor safety incidents; privacy breaches; and hazardous conditions. Keep current with changes in legislation and regulations and ensures the requirements of the hospital are known and are adhered to. Support a “just culture” environment, consult with and provide advice to organizational leaders regarding error prevention strategies. Leads the work of the CEO’s Patient Family Advisory Committee, including the recruitment of Patient and Family Advisors. Leads the hospital Clinical Ethics Program and consultation process. Lead for BCHS’ Emergency & Disaster Management Program. Establish and maintain a positive working relationship with internal stakeholders, Local Municipalities, Police Services, Fire Services, other community agencies and the business sector. Facilitate a team approach to generate and implement improvement initiatives and innovation. Fosters a healthy working environment by creating a positive atmosphere of collaboration and teamwork in alignment with our mission, vision, and values. Mandatory Qualifications Master’s Degree in Health Administration, Quality Improvement, Patient Safety or related field (required). Bachelor’s Degree in Business Health Administration or Regulated Healthcare Program. Regulated Health Professional and in good standing with respective regulatory college (preferred). Minimum five (5) years of progressive leadership experience in quality and risk management in a health care environment. Excellent understanding of operational excellence, quality improvement, change management and service innovation with expertise in utilizing tools which include lean methodologies, six sigma and design thinking. Demonstrated experience in facilitation, collaboration and negotiation with multiple stakeholders and service providers through care reviews, discovery processes and external partner conversations. Advanced knowledge of data management, statistical analysis and data visualization. Demonstrated knowledge in enterprise risk management frameworks, insurance management process, claims management, contracts/agreements, CMPA, colleges and the IPC. Expertise in Risk Management frameworks and practices in the health care sector. Evidence of effective customer service, organizational, interpersonal, communication, leadership, judgment, critical thinking and decision-making skills. Ability to work effectively within a multi-disciplinary team and with a variety of levels of staff across departments and the organization. Flexible, self-directed and able to work effectively with minimal supervision. A high degree of enthusiasm, tact, diplomacy and confidentiality. Exceptional organizational skills. Proficiency in MS Office (word, excel, PowerPoint) and advanced literature searching skills Working knowledge of applicable legislation such as - Broader Public Sector Accountability Act, Public Hospitals Act, Quality of Care Information Protection Act, Employment Standards Act, Freedom of Information Protection of Privacy Act, Occupational Health and Safety Act (Bill 168), Ontario Human Rights Code, Regulated Health Professions Act, Regulation for Health Care and Residential Facilities, Workplace Safety Insurance Act, etc. Mandatory Competencies Demonstrated ability to prioritize workload and function in a changing and sometimes demanding work environment Independent thought leadership - able to work independently, make timely decisions and drive solutions forward under pressure. Proven problem-solving skills and the ability to think strategically and implement solutions at the management level. Strong leadership and interpersonal skills. Must be able to work with all levels of employees and management. People management and business partnership – able to identify and resolve issues to implement change and efficiency Excellent communication, interpersonal, critical thinking, decision making and time management skills Promotes team collaboration and consultation and committed to team development and collaboration Demonstrated commitment to professional growth and development of self and others Safety (patient, worker & workplace) is a BCHS Corporate Priority. The successful applicant will demonstrate good stewardship in the identification, reporting and mitigation of unsafe acts or conditions. Preferred Competencies Reliable individual with excellent attendance record and able to work all shifts Accommodation The Brant Community Healthcare System (BCHS) is an equal opportunity employer, committed to employment equity and diversity in the workplace. We welcome applications from women, Indigenous persons, members of racialized groups, visible minorities, persons with disabilities, persons of all sexual orientation and persons of any gender identity or gender expression. Brant Community Healthcare System is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. To ensure there is equal opportunity during the recruitment and selection process, please contact your Recruiter to discuss accommodation. #J-18808-Ljbffr