Patient Care Quality and Safety Consultant

Interior Health is hiring a term-specific, full-time

Patient Care Quality and Safety Consultant who is passionate about making a difference in healthcare. The end date of this position is approximately July 24, 2027, or return of incumbent.

Location: The worksite is flexible within the Interior Health region.

What we offer

• An attractive remuneration package
• Excellent career prospects
• Employer paid training/education
• Employer paid vacation
• Employer paid insurance premiums
• Extended Health & Dental coverage
• Work-life balance
• May be eligible to contribute to MPP, if previously enrolled within 30 days

The salary range for this position is $90,770 (min) to $113,462 (midpoint) to $130,48 (max) per annum, based on 1.0 FTE. Interior Health typically establishes salaries within the minimum and midpoint of the salary range based on qualifications, experience of the applicant, and an internal equity review of the salaries of other employees.

How will you create an impact

The Patient Care Quality and Safety Consultant provides leadership and expertise in patient safety and client concerns management to promote a culture of safety and patient-centered care across the organization in support of program priorities within Quality and Patient Safety.

The Consultant leads Quality Reviews and Patient Safety Investigations following serious adverse events. An important focus is on learning from clinical practice, specifically healthcare system failures, through the comprehensive analysis of serious adverse events occurring throughout the region. The Consultant provides expertise and support for the application and integration of evidence-based tools, frameworks, and guidelines to support safety across the system of care. The Consultant facilitates quality improvement initiatives to promote quality and safety improvements across the Health Authority.

The Consultant leads the intake, assessment, management, and resolution of highly confidential and sensitive matters concerning patient/client relations including complaints, concerns, and unmet needs within the Patient Care Quality Office. This is a regulated role under the Patient Care Quality Review Board Act of BC (2008) (PCQRBA) and the Health Statues (Residents’ Bill of Rights) Amendment Act of BC (2009) (BOR) and operates in accordance with Interior Health’s (IH) complaint management philosophy, policy, and guidelines. The Consultant assists patients/clients with access and navigation to meet complex healthcare needs; seeks to meet patient/client needs related to the resolution of complaints to the satisfaction of the complainant; and liaises with internal and external partners as required, in order to facilitate consensus and negotiate agreements that result in the resolution of complaint issues.

What will you work on

• Provides leadership and expertise to promote a culture of safety within IH.

• Develops and maintains excellence in quality care by providing unique expertise and leadership in the investigation and analysis of serious adverse events.

• Builds, leads, and effectively facilitates multidisciplinary Critical Incident Investigation and Quality Review teams following serious adverse events.

• Develops and follows processes to ensure involvement of patients and family members in the patient safety investigation and quality review process.

• Provides consultation, support, and assistance to operational and medical staff throughout the disclosure process after adverse events as needed.

• Provides consultation, coaching, and training for leaders, medical staff, and employees regarding Quality Reviews, patient safety investigations, and complaint management.

• Ensures documentation and reporting are completed in accordance with the PCQRBA and IH policy and standards and in keeping with privacy, confidentiality, and health care evidence legislation.

• Conducts investigations into adverse events, concerns, or issues by gathering information; interviewing witnesses, experts, and patient/family members; and contacting applicable internal partners and external agencies as required. Prepares reports and presents to leaders and committees as required.

• Facilitates the development of recommendations and actions related to patient safety and resolution of concerns where applicable, tracking implementation through to completion.

• Builds coalitions and liaises with IH leaders, medical staff, network leaders and employees as well as external agencies such as licensing bodies, professional associations, provincial government, RCMP, the Coroner’s Office, the Ombudsperson’s Office, and others regarding patient safety investigations and the management of concerns.

• Works with Quality and Patient Safety staff to ensure issues of mutual concern are appropriately managed. Contributes to the development, implementation, evaluation, and maintenance of policies, procedures, accreditation standards and objectives associated with Quality and Patient Safety.

• Effectively uses data to evaluate effectiveness of processes and for improvement relevant to patient safety and concerns management.

• Supports and promotes the mission, philosophy, and strategic direction for IH associated with patient safety and patient/client relations.

• In alignment with IH’s Occupational Health & Safety Program, employees shall adhere to all Occupational Health and Safety policies and procedures at all times and attend all required training. Employees are responsible to report any identified hazards, unsafe conditions or incidents to the manager or supervisor immediately.

• Performs other related duties as assigned.

Come join our team and see why we’re one of BC’s Top Employers! Explore our extensive benefits, career growth opportunities, and lifestyle in one of the most beautiful and diverse regions of Canada. Ready to love where you live and work? Apply Today!

Honouring Interior Health’s commitment to Truth and Reconciliation and the Declaration on the Rights of Indigenous Peoples Act (DRIPA), and Pursuant to Section 42 of the BC Human Rights Code, preferential consideration and/or hiring will be given to qualified applicants who self-identify as Indigenous (First Nations, Métis, or Inuit).

Education, Training and Experience

• A Master’s degree in a health-related field, and educational preparation in quality improvement and patient safety.
• Five to seven years of experience, including two to five years recent clinical experience in health care services and/or experience in data management, and three to five years progressive leadership experience.
• Training and certifications in patient safety and quality improvement methods is preferred.
• Or an equivalent combination of education, training, and experience.

Skills and Abilities

• Excellent communication and presentation skills, orally and in writing.
• Demonstrated knowledge of patient safety and quality improvement theory, principles, methods, and tools.
• Demonstrated leadership and team management skills.
• Excellence in customer service and strong interpersonal skills with demonstrated ability to build effective working relationships with senior leaders and external partners.
• Demonstrated skills in facilitation, teaching and coaching.
• Excellent analytical and problem-solving skills with sound decision-making and judgment.
• Experience in handling sensitive patient/family interactions with compassion and empathy is essential.
• Ability to be adaptable and flexible to meet changing priorities, and to work independently with little or no supervision.
• Ability to effectively navigate confrontational and emotionally charged environments.
• Proficiency in computer skills and software such as Microsoft Word, SharePoint, Visio, Excel, PowerPoint.
• Ability and willingness to travel within Interior Health.
• Physical ability to perform the duties of the position.