19 Jan
Toronto East Health Network
North York
OVERVIEW
Michael Garron Hospital (MGH) is committed to delivering exceptional, compassionate care while fostering a patient-centered approach. The Patient Experience Manager will lead and enhance initiatives to improve patient and family experiences. This role supports the development and implementation of strategies, tools, and frameworks to embed patient- and family-centered care across the organization, ensuring alignment with MGH's mission, vision, and values.
The successful candidate will partner with patients, families, credentialed clinicians and staff to promote equitable, inclusive, and culturally responsive practices that contribute to improved health outcomes and satisfaction.
KEY RESPONSIBILITIES
Patient Experience Leadership
- Develop, implement, and evaluate a comprehensive patient experience strategy aligned with the hospital’s priorities and goals.
- Lead initiatives that support Equity, Diversity, Inclusion, and Belonging (EDIB) in patient care.
- Collaborate with patients, families, and staff to embed patient- and family-centered care principles into clinical and operational practices.
Feedback and Complaint Management
- Oversee the patient feedback process, including complaints, compliments, and inquiries, ensuring timely and effective responses.
- Employ alternative dispute resolution techniques to address patient and family concerns, including mediation, de-escalation, and conflict resolution.
- Support staff in managing complex complaints, mentoring the Patient Experience Specialists in handling difficult conversations and diffusing challenging situations.
- Provide coaching and training to staff on communication and conflict resolution skills to improve patient and family interactions.
Reporting and Quality Improvement
- Prepare reports related to patient experience outcomes and trends for the Quality Improvement Plan (QIP) and Board of Directors.
- Collaborate with organizational leaders to identify and address systemic issues contributing to patient dissatisfaction or safety concerns.
- Monitor key performance indicators and metrics related to patient experience and support continuous improvement initiatives.
Stakeholder Engagement
- Serve as the primary liaison for the Patient Experience Panel (PEP), facilitating patient and family engagement to inform decision-making.
- Collaborate with interprofessional teams to integrate patient experience into clinical practices.
- Foster relationships with patients, families, staff, and community partners to enhance patient-centered care.
Education and Training
- Develop and deliver training programs and resources for staff and credentialed clinicians to enhance communication, service excellence, and patient-centered care practices.
- Support staff development in managing challenging interactions with patients and families.
Innovation and Best Practices
- Identify and implement best practices in patient experience and patient- and family-centered care.
- Leverage innovative technology and tools to enhance the patient experience, including digital solutions and artificial intelligence where appropriate.
EDUCATION
- Bachelor’s degree in a healthcare-related field (e.g., Nursing, Social Work, Health Administration).
- Master’s degree in Healthcare Administration, Nursing, or a related field is an asset.
QUALIFICATIONS
- Minimum 5 years of experience in healthcare, with a focus on patient experience, quality improvement, or patient-centered care.
- Demonstrated leadership experience in managing and mentoring staff, particularly in handling sensitive or complex patient situations.
- Experience in preparing reports for quality improvement initiatives and executive leadership is an asset.
- Expertise in alternative dispute resolution techniques (e.g., mediation, de-escalation, conflict resolution) is highly desirable.
- Strong understanding of patient- and family-centered care principles and EDIB practices.
- Excellent communication, facilitation, and interpersonal skills.
- Ability to analyze and interpret data to drive decision-making.
- Proven ability to lead and collaborate across diverse teams and stakeholder groups.
- Knowledge of healthcare regulations, accreditation standards, and quality improvement methodologies.
- Good work and attendance record required.
- All employees of Michael Garron Hospital (MGH),
a division of Toronto East Health Network (TEHN) [formerly Toronto EastGeneral Hospital (TEGH)] agree to work within the legislated practices of the Occupational Health and Safety Act of Ontario.
- All employees of MGH are responsible to contribute to a transparent culture of patient and staff safety by adhering to and abiding by patientand staff safety policies and procedures set by MGH.
- All employees are accountable for protecting the psychological health and safety of themselves and their co-workers through adherence to MGH's policies and practices.
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