Patient Experience Lead

The Patient Experience Lead will contribute to advancing NHH's Shared Purpose, People First, and a culture where everyone feels valued, heard and supported. The Lead will use sound emotional intelligence, critical thinking and health system knowledge to support a positive relationship between the patient, their caregivers or designated representative, and the health care team, celebrating compliments and facilitating the timely resolution of concerns. At ease with the complexities of health care and the accountabilities within it, the Patient Experience Lead will use a mix of qualitative and quantitative inputs to sustain and build NHH strengths, identify opportunities for improvement, and help implement strategies and tactics to advance NHH's Experience Framework and enable a consistent patient and caregiver experience reflective of hospital values. Working closely with NHH's Patient and Family Advisory Council (PFAC), the Patient Experience Lead will be a connector between Quality, Patient Safety and Risk, Performance and Analytics, Ethics, Clinical Operations, Clinical Information/Privacy, Professional Practice, and Public Affairs, playing a leadership role in knowledge translation, building inputs, analyzing experience data, and supporting the use of this data throughout the organization for the purpose of continuous improvement.

Located approximately 100 kilometres east of Toronto, NHH delivers a broad range of acute, post-acute, outpatient and diagnostic services. Acute services include emergency and intensive care, medical/surgical care, obstetrical care and palliative care. Post-acute specialty services (PASS) include restorative care and rehabilitation. Mental health care, cancer and supportive care, dialysis and other ambulatory care clinics are offered on an outpatient basis through partnerships with regional centres and nearby specialists. NHH offers a full range of diagnostic services, including magnetic resonance imaging (MRI), computed tomography (CT) and mammography. The hospital serves the catchment area of west Northumberland County. A mixed urban and rural population of approximately 67,000 residents, west Northumberland comprises the Town of Cobourg, the Municipality of Port Hope, Alderville First Nation and the townships of Hamilton, Cramahe and Alnwick/Haldimand. NHH employs more than 850 people and relies on the additional support provided by physicians, midwives and volunteers. NHH is an active member of Ontario Health (East)—formerly the Central East Local Health Integration Network—and the Ontario Health Team of Northumberland.