Manager Patient Care Quality Office (PCQO)

Work Area: 
Risk Management
Base Site: 
St Paul's Hospital
Regular Part Time
Job Category: 
Management/Non Union
Acute Care Hospital


Reporting through the Director, PCQO, to the Corporate Director, Quality, Patient Safety, Patient Relations and Infection Prevention & Control, the Manager PCQO works collaboratively with others to implement and evaluate an organization-wide patient relations system for Providence Health Care. In keeping with the mission, vision, values and strategic directions, the Manager PCQO embraces the concept of social justice and places particular focus on service to those that are marginalized and most vulnerable.

As requested by the Director, PCQO, the Manager acts on behalf of the organization in dealing with issues and concerns raised by patients, residents, families, physicians, and staff from within PHC and from other facilities, organizations and services. The Manager also follows established systems to support systematic and continuous improvement-related issues, processes and practices at PHC.

The Manager works with the Director to support PHC’s commitment to the process of Truth and Reconciliation with Indigenous Peoples in BC, and furthering our ongoing and collective work in support of Indigenous Peoples experience of culturally safe and appropriate health services. The position acts as a key point of contact and liaison for self-identified Indigenous patients / residents /families and within the team on matters impacting them.
Communications frequently involve negotiating with others with a view to consensus. This is a position with both corporate and regional responsibilities and one that utilizes excellent judgment and conflict resolution skills in handling diverse and complex issues and communication in a culturally appropriate and respectful manner.


Knowledge and understanding of Indigenous Peoples, specifically BC’s First Nations and histories in BC and Canada.
Knowledge and understanding of the inequities in social determinants of health and wellness that are experienced by Indigenous Peoples.
Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents’ Bill of Rights.
Broad knowledge of health care disciplines and their role in client care.
Demonstrated knowledge of client relations and complaints management best practices.
Demonstrated ability to exercise judgment and sensitivity working with complex, confidential and sensitive issues.
Demonstrated ability to work with Indigenous communities and partners and build positive and meaningful relationships based on mutual trust and understanding.
Demonstrated facilitation skills.
Able to identify and analyse situations and problems such that viable solutions are found.
Approaches tasks and problems such that total systems and strategies are taken into account.
Communicates effectively both verbally and in writing such that messages are understood; that, understands the essence and subtleties of the communication and the intended audience.
Demonstrated ability to work under pressure and maintain and refine priorities in a complex and varied environment.
Demonstrated commitment to change and process management.
Responsive to the needs of health care, public, and community stakeholders and customers.
Seeks partnership opportunities and actively promotes positive relations.
Aware of the interdependence of organizational systems and stakeholders and considers the whole in the formulation of solutions.
Plans and establishes courses of action for self and others that are results oriented.
Computer skills necessary to understand and utilize information systems and operate word processing, spreadsheets and database technology.
Physical ability to perform the skills of the job.


Masters Degree in health related field plus a minimum of five (5) years’ recent leadership experience in a health care environment, or an equivalent combination of education, training and experience. Significant familiarity with principles of Indigenous Cultural Safety and the practice of humility is required for this role.
Recent and related practice in an Indigenous setting is an asset (ideally acquired over a period of five years or more).


Assists with overseeing a complex service by liaising between patients/residents /families and the organization and community by helping patients /residents /families to know their rights and responsibilities and navigate through the organization’s processes.
Supports patient relations systems, policies and procedures and acts as a resource to leaders involved in difficult relational issues with patients/residents /families. Receives, triage and investigates complaints. Communicates information to complainants from a trauma-informed lens, negotiating and facilitating resolution to the satisfaction of the complainant if possible and minimizing risk exposure/liability claims for the organization.
Ensures the Director, PCQO, or in that person’s absence, the Corporate Director, Risk Management is aware of complaint/risk management issues involving issues with potential for litigation, those with financial implications and/or pose a risk of serious harm to the reputation of the organization.
Stays current with Indigenous cultural safety education and training. Brings expertise in conflict resolution with Indigenous clients to the PCQO.
In collaboration with the Director, PCQO and the Director of Indigenous Wellness, Reconciliation & Partnerships, creates and supports a transparent process for Indigenous clients to access culturally safe resources/advocacy through the complaint process.
Collaborates with the Indigenous Health and Wellness team as indicated.
Uses the Complaints Module in the Patient Safety Learning System for the systematic collection, analysis and reporting of patient/resident complaint data and supports development of reports to programs and services, the SLT and the Board as required.
Participates in a wide variety of projects and committees, which are diverse and complex by attending meetings, assisting with the development of strategy and project plans with stakeholders, scheduling issues for discussion, providing updates on ongoing matters, receiving information, preparing reports, participating in decision making and taking follow-up action.
Maintains awareness of current provincial and national developments in trends relating to patient relations and complaints management.
Remains active in regional activities and maintains awareness of current advancements of patient relations and complaints management service delivery across the continuum of patient care by methods such as establishing working relationships through networking committees with other facilities throughout the Province of British Columbia, reviewing related publications, conducting industry comparisons, attending workshops, seminars and conferences as approved, and implementing changes or new ideas as appropriate.
Performs other related duties as assigned.