Patient Care Quality Officer/safety Investigator

Patient Care Quality Officer/safety Investigator

Job Information
Author pmnationtalk
Date September 20, 2021
Deadline Open
Type Full Time
Company Interior Health Authority
Location Flexible, BC
Category Health
Client Interior Health Authority
Contact Information
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Community :FLEXIBLE
Facility :FLEXIBLE

Position Summary

Are you a confident self-starter who enjoys an exciting fast-paced environment? We are seeking a dynamic analytical professional with excellent communication and problem solving skills for this important role.

This position runs until April 2022 and the worksite location is flexible anywhere within our Interior Health region.

About the role:

The Patient Safety Investigator/Patient Care Quality Officer (PCQO) promotes a culture of safety across the organization by providing leadership for Quality Reviews following serious patient safety events. An important focus is on learning from clinical practice, specifically healthcare system failures, through the comprehensive retrospective analysis of critical incidents occurring throughout the region. The Patient Safety Investigator actively participates and leads in the promotion of a culture of safety. The Patient Safety Investigator is also involved in various projects to promote quality and safety improvements in clinical practice across the Health Authority.

The PCQO is responsible for the intake, assessment, management, and resolution of highly confidential and sensitive matters concerning patient/client relations including complaints, concerns, and unmet needs. The PCQO 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 stakeholders as required, in order to facilitate consensus and negotiate agreements that result in the resolution of complaint issues. The PCQO also promotes positive patient/client, family, and organizational relations within IH.


The Patient Safety Investigator works co-operatively with the other members of the Quality & Patient Safety team to complete the following responsibilities:

• Develops and maintains excellence in the methodology of retrospective analysis of critical incidents (CIs).

• Participates in and/or leads Critical Incident Review Committees following a critical incident.

• May act as a mentor and lead to Quality Review Committees (whether individual or team) performing reviews.

• Assists in the development of processes to ensure involvement of patients and family members in the review process.

• Provides support and assistance to clinical and administrative staff throughout the disclosure process.

• Participates in the ongoing continuing education and training of staff involved in Quality Reviews following critical incidents.

• Actively participates in other regional educational and culture change activities within the Quality & Patient Safety portfolio.

• Functions autonomously and carries out other duties as assigned.

As a Patient Care Quality Officer:

• Provides Patient Care Quality services to patients, residents, clients, and/or their representatives and to IH management, medical staff, and associated partners.

• Ensures documentation and reporting are completed in accordance with the PCQRBA Regulations and by IH policy and standards.

• Liaises and works with IH staff, management, medical staff, professional bodies, local government, and other stakeholders in a collaborative environment to assist complainants in resolving concerns, complaints, and unmet needs.

• Assists patients/clients and families through IH’s processes and provides information regarding questions associated with their rights and responsibilities.

• Conducts investigations regarding patient/client and family concerns by gathering information; interviewing witnesses; contacting applicable stakeholders such as management, professional associations and other agencies as required. Prepares reports, makes recommendations, and facilitates resolution for the patient/client, family, and IH.

• Liaises and builds positive working relationships with external agencies such as licensing bodies, professional associations, provincial government, RCMP, the Coroner’s Office, the Ombudsperson’s Office, and others regarding the management of concerns, complaints, and unmet needs.

• Provides coaching, education, and training to management, supervisors, physicians, and staff regarding client relations and complaint management.

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

• Provides information, advice, input, and leadership with respect to liaison with IH leadership teams and management with regard to patient/client relations as necessary.

• Supports and promotes the mission, philosophy, and strategic direction for IH and the Key Responsibility Areas associated with the PCQO and patient/client relations.

• Performs other related duties as assigned.


• A Bachelor’s degree in social sciences, health, or a related profession is required. A Master’s degree in a related discipline is preferred.
• A minimum of five years of experience working in a large, multi-faceted health or social/human service organization is required.
• Professional clinical background and/or conflict resolution expertise is preferred.
• Training in patient safety investigation methods and quality improvement is preferred.
• Cultural safety training is preferred.

LEADS Capabilities
Demonstrates all LEADS Capabilities, in particular:
• Leads Self/Cultural Agility – self-awareness, demonstrates character; noticing and adapting to cultural uniqueness to create a sense of safety for all.
• Engages Others/Empathy – communicates effectively; listens with heart rather than reacting
• Achieves Results/Process Orientation – takes action to implement decisions, assesses & evaluates results, follows culturally respectful processes that also produce results
• Develops Coalitions/Building a Trust-Based Relationship – builds partnership and networks to create results, demonstrates a commitment to customers and service, participating in open exchanges of experiences and culture
• System Transformation/Credible Champion – demonstrates systems/critical thinking, strategically oriented to the future, champions & orchestrates change, remains self-aware and maintains effective relationships, shows courage and conviction in advocating for change for the betterment of Aboriginal people.

Skills and Abilities
• Excellent communication skills, particularly with the written word, are required.
• Must have excellent analytical, problem-solving, communication, judgment, and interpersonal skills.
• Integrity, dependability, honesty, initiative, tact, and high ethical standards are required.
• Experience in handling sensitive patient/family interactions with compassion and empathy is essential.
• Excellence in customer service.
• Must have basic computer navigation skills.
• Physical ability to perform the duties of the position.

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