Partnership and Experience Consultant in Hamilton

The Partnership and Experience Consultant, in consultation with patients, residents, clients and families, develops and implements strategies to enhance partnership throughout St. Joseph’s Health System. This position is responsible for the recruitment and retention of patient and family advisors (PFAs) as well as the evaluation of their experience and impact. In addition, the Partnership and Experience Consultant leads system wide patient, resident and client experience, engagement and partnership initiatives.

Through demonstrated proficiency in leading and coaching, the following outcomes would be expected:

• Develop and implement system strategy, policies and processes related to patient, resident, client, and family engagement, experience, satisfaction, and partnership.
• Optimize performance of Quality, Safety and Experience outcomes across the system by promoting and engaging patients, residents, clients and families in all aspects and decisions.
• Implement standards of care related to patient, resident, client and family engagement, including those embedded in Accreditation Canada’s requirements.
• Play a leadership role in creating capacity for partnering and collaboration with patients, residents, clients, and families.
• Develop, execute, and evaluate experience, engagement and partnership initiatives.

Qualifications:

• Master's Degree in Business Administration, Health Services Management, Health Sciences, Nursing or other related field is required.
• Regulated health professional is preferred.
• 3-5 Years of practical related experience.
• Advanced proficiency in coordinating volunteers.
• Proven leadership abilities including ability to lead teams through change.
• Superior communication, facilitation, presentation and writing skills.
• Ability to effectively collaborate with PFAs, physicians, senior leadership and all members of the healthcare team.
• Demonstrated ability to evaluate outcomes.
• Extensive knowledge of current literature in patient engagement, quality and patient safety.
• Working proficiency of Microsoft Office (Advanced proficiency is an asset).
• Clinical training is considered an asset.
• Quality Improvement and project management training and/or equivalent experience is considered an asset.

Responsibilities:

• Manages the requests for PFA participation from clinical teams and makes appropriate selection and assignment of PFAs to projects/committees/teams.
• Responsible for recruitment, retention and orientation of PFAs that are representative of the patient, family and caregiver community we serve.
• Promote, develop and maintain a community of advisors keeping them informed and connected through strong communication channels, networking and educational events.
• Leads educational sessions and workshops that promote patient/family partnership and co-design. These sessions are created and implemented in partnership with PFAs.
• Supports the development and execution of key patient experience engagement and partnership initiatives.
• Responsible for the analysis, dissemination and coaching around patient satisfaction, engagement and partnership data.
• Participates in the preparation for hospital accreditation and advocates for completion of and compliance to accreditation requirements related to Patient and Family Centred Care and P/F/A collaboration and partnership.
• Supports the Joint Patient and Family Advisory Council including the development of workplans, agendas and collaborating with co-chairs.
• Acts as a liaison between advisors, project leads/committee co-chairs, staff and senior leadership team in collaboration with the Director of Patient Experience, Quality and Patient Safety.
• Supports the development of the corporate strategic plan through robust recommendations informed by internal and external reports.

St. Joseph’s Health System (SJHS) and its member organizations are equal opportunity employers and strive for equity, inclusiveness, and diversity in all programs, practices, facilities, and people. We foster a culture of patient and staff safety where all positions comply and work in conjunction with the Mission, Vision, and Core Values. We thank all applicants for their interest; however, only those selected for an interview will be contacted. SJHS and its member organizations are committed to a barrier-free recruitment and selection process - please inform us should accommodation be required at any point in the recruitment process (recruit@stjoes.ca).