The salary range for this position is CAD $38.88
- $55.89 / hour This is your opportunity to become a valued member of the dynamic and dedicated Patient Care Quality Office at Fraser Health. Bring your positive energy and dedication to quality in service and care to a role where you are a leader in establishing and maintaining effective relationships with our patients, clients and residents. In this role, you will be reporting to the Managing Consultant, Patient Care Quality Office, and working closely with various Program Executive Directors, Directors, Managers and Medical Directors. Provide support in the management of feedback activities and collaborate with key stakeholders regarding complaints and concerns, supporting resolution of issues and ensuring these concerns are tracked for accountability and improvement purposes. Ensure a timely, effective and transparent process for complaints management and determination of follow-up actions in response to patients/clients/residents and/or family care quality concerns, and to minimize risk exposure to the organization. Ensure accessible avenues for patient/client/resident feedback, and assist patients, clients, residents and families in understanding their rights while navigating through organizational processes. Provide consultative services throughout Fraser Health on effective complaints management, promoting the use of a consistent process adopted by Fraser Health for use organization-wide. Participate in the integration of quality improvement principles by providing regular reports to senior leadership on patient/client/resident feedback. Bachelor’s Degree in a health care profession Three years’ recent, related, client relations experience including proven knowledge of pertinent laws and legislation,



including the Patient Care Quality Review Board Act, Freedom of Information and Protection of Privacy Act, the Evidence Act and the Hospital Act. This is a Relief Full time available until September 2027 or until return of incumbent. This is a hybrid position with the option to work both from home and office. #Reporting to the Managing Consultant, Patient Care Quality Office, and working closely with the administrative team (Executive Directors, Medical and Health Services Directors, Managers), the Patient Care Quality Officer (PCQO) supports the Fraser Health Authority in its focus on establishing and maintaining effective relationships with our patients/clients/residents. The PCQO provides leadership and expert consultation in the identification, management, resolution and education of patient/client/resident issues and works in collaboration with key stakeholders, internal to the organization to facilitate resolution of patient/family complaints and to minimize risk exposure/liability claims to the organization. The PCQO ensures that avenues for patient/resident/client feedback are accessible, that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The PCQO works closely with the Quality Improvement Patient Safety Consultants and Integrated Risk Management staff, referring to them all client feedback issues with potential liability or other risks requiring reporting to Health Care Protection Programs.



Provides expert support to Executive Directors, Medical and Health Service Directors, and Managers in the management of client feedback activities. Collaborates with key stakeholders regarding patient/client/resident complaints and concerns, supporting resolution of issues and ensuring that client feedback is tracked for accountability and improvement purposes. # Fulfills obligations and responsibilities in the context of relevant legislation, regulations and common law and collaborates with stakeholders, the Freedom of Information and Protection of Privacy Coordinator, and the Secretariat for the Patient Care Quality Review Board. # Provides advice to the administrative team regarding the management of client feedback issues, including both verbal and written communication and courses of action when initial steps taken do not resolve issues to a complainant's satisfaction. # Ensures timely and effective triaging of complaints and determination of follow up actions in response to patients/clients/residents and/or family complaints and related situations. # Provides consultative services throughout FH on effective complaints management, promoting the use of a consistent process adopted by Fraser Health for use organization-wide. # Serves as a liaison between family and the organization and the community assisting patients/clients/residents and families to know and understand their rights and navigate through the organization's processes. # Ensures the appropriate referral of issues with potential risk or liability to the Integrated Risk Management Consultants, who are responsible to liaise with BC Health Care Risk for appropriate follow up. # Coordinates conferences between patients/clients/re

📌 Quality Officer (Canada)
🏢 Fraser Health Authority
📍 Canada