Patient Concerns Consultant

Your Opportunity:

As a Patient Concerns Consultant (PCC) you will be responsible for receiving, exploring, and responding to patient concerns that are submitted to the Patient Relations Department. You will be guided by the Alberta Health Services Patient Concerns Resolution Process (PCRP) as per the Patient Concerns Resolution Process Regulation AR 28/2016. Sources of referral may include the public, patients/families, contracted service providers, Alberta Ombudsman, professional colleges, Protection of Persons in Care, Office of the Public Guardian and Minister of Health’s office. As a PCC your role is to receive, clarify, explore and respond to concerns from patients and family members regarding care received from AHS or contracted service providers of AHS. In addition, the PCC role will navigate the patients/family’s concern by communicating, mediating, and negotiating with all levels of leadership, monitor the review process with the concern initiator and review team, play a key role in establishing, fostering, and managing relationships while facilitating the resolution of complex and sensitive issues and educate and coach patients/families, AHS leadership and external stakeholders on concerns management processes. The PCC will work to resolve the concern for the patient/family and AHS by clarifying the concern with the complainant and the expectation for resolution, assess and identify risk to AHS, determine stakeholders who are required to be involved in concerns review, engage with additional levels of leadership as the concerns review evolves, propose a recommended method of response i.e. written, verbal and/or patient/family meeting,; recommend to the patient/family strategies to have the review information shared with the patient/family following the outcome of the review.

Description:

As a Patient Concerns Consultant (PCC) you will have an advanced clinical knowledge base and proven complex decision- making skills and will work collaboratively with physicians and staff across Alberta Health Services to address patient and family concerns in a timely, respectful, and appropriate manner. You will manage clinically diverse, complex and high-risk reviews involving multiple stakeholders and sensitive situations. Concerns received may be clinical, ethical, procedural and/or technical in nature.