Your Opportunity:

PCC listens to the patient and/or family about how AHS did not meet their expectations and the resolution they are seeking. The resolution of the concern could potentially take months, depending on how many departments are involved in the review. The PCC keeps in contact with the patient/or family member as to how the review is proceeding. The basis of PCC practice rests on the development of this trusting relationship and is needed to work through the review of the concern. The role of the PCC is to: Receive, clarify, investigate, and respond to concerns from patients and family members regarding care received from AHS or contracted service providers of AHS. Navigate the patients / families concern by communicating, mediating, and negotiating with all levels of leadership. Monitor the review process with the initiator of the concern and the review team. Play a key role in establishing, fostering, and managing relationships while facilitating the resolution of complex and sensitive issues. Education and coach patients / families, AHS leadership and external stakeholders on concerns management processes. The PCC works to find a way to resolve the concern for both patient/family and AHS by: Clarifying the concern with the complainant and the expectation for resolution. Assessing and identifying the risk to AHS. Determining the stakeholders who are required to be involved in concerns review. Engaging with additional or alternate levels of leadership as the concerns review evolves. Proposing a recommended method of response i.e., written, verbal and/or patient/family meetings. Recommending to the patient/family strategies to have the review information shared with the patient/family following the outcome of the review.

Description:

The Patient Concerns Consultant (PCC) is a senior professional position which is responsible for receiving, investigating, and responding to patient concerns that are submitted to the Patient Relations Department. The PCCs day-to-day operations will be guided by AHS policies and procedures and applicable legislation such as the Alberta Ombudsman\xe2\x80\x99s Act, PCRP Regulation, Health Information Act, Freedom of Information and Protection of Privacy Act, Alberta Evidence Act, Mental Health Act, the Protection for Persons in Care Act, and the Child Youth and Family Enhancement Act. The PCC directly engages with patients and/or families daily in each concern that comes to Patient Relations Department. The PCC uses a Patient and Family-Centered approach in the planning and execution of the Patient Concerns Resolution Process. The PCC encourages the patient/family to work in partnership with the health care providers delivering the care to resolve their concern. Conflict is an essential part of personal and professional relationships. Unfortunately, many people have not learned to confidently identify, assess, address, and resiliently recover from conflict. It can negatively impact people, emotionally, physically, and intellectually. This describes one of the major roles of the PCC \xe2\x80\x93 assisting patients/families, AHS staff, managers, executives, and practitioners to handle conflict constructively. The PCC assists patients/families, AHS staff and practitioners who are overwhelmed, intimidated, or paralyzed by conflict. When contacted/requested, the PCC listens to their concerns, collaborates on a plan of action, and then shares the concern with management or executives. The PCC discusses with the patient and/or family health system improvements and the commitment that AHS must providing safe, quality care.

• Classification: Consultant
• Union: Exempt
• Unit and Program: Systems Transformation, Quality, Safety & Performance North Zone
• Primary Location: Grande Prairie Public Health
• Location Details: Eligible to work remotely within Alberta
• Negotiable Location: Within North Zone
• Employee Class: Regular Full Time
• FTE: 1.00
• Posting End Date: 10-MAR-2023
• Date Available: 20-MAR-2023
• Hours per Shift: 7.75
• Length of Shift in weeks: 1
• Shifts per cycle: 5
• Shift Pattern: Days
• Days Off: Saturday/Sunday
• Minimum Salary: $28.20
• Maximum Salary: $48.45
• Vehicle Requirement: Not Applicable

Required Qualifications: Bachelor\xe2\x80\x99s degree in health care management or administration, business administration or a related health care field. Five (5) years progressively responsible experience in health care in an organization of significant size, complexity, and diversity. Health care experience in a clinical, managerial, or educational role is an asset. In addition to a competitive rate of pay, AHS currently has a Remote Retention Allowance in place to an annual maximum of $3,000. This allowance is non-pensionable and is payable on an hourly basis for all hours paid at the basic rate of pay.
Additional Required Qualifications: In addition, the PCC will process a record of accomplishment in the following areas: Knowledge of the Health Quality Council of Alberta Patient Concerns /Complainants Resolution Provincial Framework and appropriate legislation i.e., Alberta Ombudsman Act, PCRP Regulation is an asset. Knowledge of the Health Quality Council of Alberta Disclosure of Harm to Patients and Families Provincial Framework is an asset. Training and /or experience in concerns management processes, conflict management, mediation, ethical decision-making, and disclosure an asset. Effective communicator with strong organizational skills, a client-focused orientation and commitment to providing safe, excellent patient and family centered care at the same time supporting AHS staff and practitioners. Demonstrated ability and comfort with decision-making responsibilities, coaching, teaching and the ability to influence and build confidence in others. Ability to manage change and create innovative resolutions for complex and diverse issues. Ability to foster a climate of cooperation amongst, and build solid relationships with, public agencies, government, boards, committees, and other partners as well as AHS staff and practitioners. Ability to interpret and articulate patient concerns including the initiation of multiple responses. Mediation, collaboration, negotiation, conflict resolution, and the de-escalation skills.
Preferred Qualifications: Experience dealing with complex issues through mediation, negotiation or in a dispute resolution is an asset. Equivalencies of education and experience may be considered. A demonstrated clear pattern of professional and personal development. A member in good standing with a Regulatory Association is required.