Care Quality Specialist, Corrections

Job Summary

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority, patient safety and quality of care is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Director, Patient Care Quality Office, the Care Quality Specialist, Corrections, provides guidance and leadership on provincial, national and international standards of complaint management to BC Corrections health care service areas. The role ensures consistent and standardized health care policies and procedures throughout 10 BC Correctional Centres in the health care service areas, and is responsible for coordinating and reporting on annual audits of care quality complaint trends. The Care Quality Specialist provides direct advice to the health care staff, as well as expertise and support to professional practice leadership in the Corrections facilities.

Duties/Accountabilities

• Works with BC Corrections Health Services leadership to monitor, develop, implement and evaluate indicators of quality outcomes and performance; prioritizes quality initiatives based on program functions, needs and performance measurement systems; plans, develops and implements patient safety and quality improvement education, initiatives and materials, including evaluation and sustainment tools.
• Contributes to continuous quality improvement of the department by identifying and evaluating new initiatives, developments, opportunities and trends.
• Meets with PHSA senior leaders, Ministry of Health representatives, Office of the Ombudsperson, Patient Care Quality Review Board, Prison Legal Services, Correctional Health Services and other stakeholders as required to provide updates and direction related to care quality at BC Correctional centres.
• Provides guidance on provincial, national and international standards to BC Correctional facilities and to staff, encouraging dialogue, and provides leadership and advice to facilitate resolution to care quality issues, complaints and improvements.
• Develops and implements policies and procedures relating to health care quality and safety for review by the Medical Director, Correctional Health Services, as well as facility/agency specific leadership and health care committees.
• Ensures BC Correctional health care quality and safety activities are in alignment with accreditation requirements.
• Manages the complaints process by working directly with patients and families or Correctional Health Services through a full chart review of the electronic chart to determine appropriate action, documentation and reporting, and timely follow up as guided by the Patient Care Quality Review Board Regulations, associated Ministerial Directives, and PHSA policy and standards.
• Collaborates and acts as an expert resource to Directors, Medical Directors and Managers as well as other senior leaders or administrative support staff in the management of patient complaints/concerns, requests for information and requests for assistance.
• Assists in the maintenance and development of client feedback information management system (i.e. Patient Safety and Learning System (PSLS) data collection tools and databases), ensuring that client feedback is documented, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Creates standard and ad hoc reports as required for PHSA Executive, Board, and the Ministry of Health.
• Performs other related duties, as assigned.

Qualifications

A level of education, training, and experience equivalent to a Baccalaureate in Health Care Administration, or Business Administration plus graduation from a recognized Nursing or Health related program and a minimum of (3) years’ management experience. Supplementary courses in addictions/substance use/mental health are desirable as is experience working in a correctional facility.

Demonstrated leadership and management skills in a large diverse environment with the ability to build team capabilities and form coalitions with diverse stakeholders. Ability to maintain confidentiality and discretion when meeting with government officials and other key stakeholders. Demonstrated analytical problem solving to develop progressive, creative and innovative solutions. Ability to monitor and/or report on budget/resource variances. Demonstrated ability to exercise good judgement, plan, organize, and delegate responsibility. Strong oral and written communication skills to present and prepare concise analyses, reports and recommendations to multidisciplinary audiences. Ability to be adaptable and flexible to meet changing priorities and resource constraints, working diplomatically to establish and maintain effective working relationships with various levels of management, staff, physicians, and other health care staff. Ability and willingness to travel, work independently with little or no supervision, and have flexible work hours. Demonstrated ability to productively use spreadsheet, word processing, database, and presentation applications. Physical ability to perform duties of the job.