JOB SUMMARY:Responsible for advocating for the patient from a neutral perspective at all times. This includes, educating and acting as a resource to both patients and staff on the patient rights and responsibilities. Responsible for providing an unbiased presence on all issues related to quality, services and address concerns brought forward for patients, families, employees and physicians. Identifying problems relating to quality, service and concerns of patients, families, employees and physicians, and to make appropriate recommendations and referrals to address the identified issues. Planning, implementing and evaluating educational programs that would reduce concerns of patients associated with hospitalization and minimize liability to the hospital. Reporting to the President and CEO with matrix reporting structure as required to communicate relevant information to the Vice Presidents and Directors, and others as appropriate.This position has no direct reports.RESPONSIBILITIES:• Establishes and maintains a continuous process for patient inquiries.• Implements a feedback loop upon which to build Quality improvement initiatives.• Brings all parties together to mediate or negotiate mutually acceptable outcomes.• Communicates trends and or complaint summaries to relevant committees, individuals and or services.• Collaborates staff training in areas related to customer service and patient care.• Assisting and providing input to the implementation of policies and procedures associated with patient and guest services.• Seeking opportunities to collaborate with other health care agencies.• Planning and implementing community education that will both inform the public and reduce the anxieties associated with hospitalization and discharge.• Collaborating with all services and departments of the hospital in developing and revising patient brochures and desk references.• Making appropriate referrals to other agencies and or individuals as required.• Actively promoting the rights and responsibilities of all individuals to be treated with respect and dignity by communicating expectations and negotiating reasonable outcomes for all parties in a dispute.• Reviewing outcomes of surveys from patient population to identify Quality Improvement Opportunities.• Identifies potential and existing problem areas within the corporation related service provision and takes the appropriate steps in partnership with management to address the identified problem areas• Identifies issues of concern that might pose a risk to the organization and communicate outcomes to relevant service areas.• Provide input into the development of policies and procedures that close gaps that exist within the system• Prepares monthly reports to the CEO, Executive Team, Chief of Staff and Board of Governors as required.• Identifies trends and communicates findings to all Managers, Directors and the Senior management team• Maintaining and promoting a safe and clean working environment for all employees, students, visitors, patients/clients, family members and physicians and fulfilling the duties of workers under the Occupational Health and Safety Act• Acting in accordance with hospital patient safety policies and programs• Consistently contributing as a member of the Patient Representative Team and practicing the values of Windsor Regional Hospital• Other duties as assignedQUALIFICATIONS:• Registered Nurse with a current license in the Province of Ontario preferred.• Bachelor’s Degree in a health related field.• Minimum of 5 years clinical experience.• Minimum of 2 years management/leadership experience.Windsor Regional Hospital is an equal opportunity employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, upon request, accommodation will be provided by WRH throughout the recruitment, selection and/or assessment process to applicants with disabilities.
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