Job Description

Reporting to the VP Clinical/Patient and Family Experience, the Director, Patient and Family Experience at the Hospital for Sick Children, Toronto, is a key leadership role responsible for enhancing the overall quality of patient and family experiences. The incumbent will partner with the Medical Lead for Patient Experience to lead a dedicated team in implementing and evaluating the Hospital’s Patient and Family Experience Strategy that prioritizes patient and family engagement, experience, and wellness within a culture of child and family-centered care, ensuring the highest standards of satisfaction and engagement. This position plays a vital role in upholding the hospital’s commitment to excellence in patient care, education, and research, fostering a compassionate and supportive environment for patients, family caregivers, and staff.

The Director provides strategic leadership to programs and services that will advance the patient and family experience at SickKids and will position SickKids as a global leader in this area. Working closely with the Hospital’s senior leadership, clinical and medical leadership, Hospital Risk Management, Clinical Research Services Patient and Community Engagement, Hospital EDI (Equity, Diversity & Inclusion) team, and the Family Centred Care Advisory Committee, the Director will support the achievement of the strategic directions, with a strong focus on the development of innovative programs, evidence-based practice, and the dissemination of new knowledge.

Here’s What You’ll Get to Do:

• Strategic & Visionary Leadership: Execute the patient and family experience strategy to continuously improve the patient and family experience, aligned with the hospital’s strategic directions, mission and values. The Director ensures alignment and an approach that supports enterprise-wide patient/caregiver/community engagement.
• People Management: Lead and inspire a team of empathic, curious, driven, and creative change makers responsible for patient and caregiver experience and engagement, including hiring, training, mentoring, and performance management. Collaborates with Human Resource partners/leaders, and Interprofessional Practice leaders to ensure appropriate strategies are in place to attract, retain, engage, and develop staff across the Portfolio. Identifies future leaders, creating and implementing individualized career development plan, wherein the Director will utilize skills of coaching and mentoring to support regular communication and performance management.
• Partnership and Collaboration: Partner and Collaborate with the Family-Centred Care Advisory Council, the Family Advisory Network, and clinical and non-clinical departments to integrate patient and family-centered care principles into all aspects of the hospital’s operations, from admission to discharge and within the Ambulatory care areas. The Director will work closely with Clinical Research Services to ensure the patient caregiver experiences and engagement are aligned. With a dedicated commitment to equity, diversity, inclusion, and accessibility, you will play a pivotal role in fostering an environment where every patient and caregiver feels valued, respected, and empowered. In collaboration with the Executive Lead and Strategic Advisor for Equity, Diversity, and Inclusion and within a multidisciplinary team, you will champion initiatives that promote equitable healthcare experiences, celebrate diverse backgrounds, cultures, faiths, and ensure accessibility for all, reinforcing our hospital’s reputation as a leader in compassionate and inclusive patient care.
• Crisis Management: Lead the patient and family experience team in managing sensitive situations and resolving conflicts, always maintaining a compassionate and empathetic approach. Partner with Hospital Risk Management and Clinical Operational Leadership to facilitate resolution of issues and concerns brought to the Office of the Patient and Family Experience; this may include meeting with patients/families directly to address their concerns. Facilitate resolution of caregiver concerns brought to the attention of the CEO.
• Policy and Program Development: Create and implement policies, programs, and initiatives that focus on patient and caregiver needs, preferences, and feedback.
• Quality Improvement: Lead the process for Patient Satisfaction Surveys via Qualtrics in partnership with Hospital Quality leadership. Monitor and assess patient and family satisfaction metrics, establish experience improvement loops and partner with clinical operations leadership in implementing continuous improvement measures.
• Patient Advocacy: Advocate for patients and families, ensuring their voices are heard and their concerns addressed, while working to eliminate any barriers to optimal care and experience. Provide strategic leadership to the Office of the Patient and Family Experience by ensuring evidence based standard operating procedures, service standards and metrics that enable an optimal experience for caregivers and hospital staff in the resolution of issues/concerns.
• Community Engagement: Foster relationships with patient advocacy groups, community organizations, and other stakeholders to promote patient and family-centered care and gather insights for improvement.
• Educational Initiatives: Develop educational programs for hospital staff to promote empathy, compassionate communication, service excellence and patient-centeredness in all interactions. Through partnership with Clinical Research Services at the Research Institute, the Centre for Nursing, and the Learning Institute, lead the development of research/education strategies, and secure funding for the development and evaluation of models of family centered care. Collaborate with the Medical Lead, PFX and Clinical Vice Presidents, Clinical Directors, and Professional Practice leaders to ensure that educational resources are targeted to meet the learning needs of staff throughout the enterprise and that learning supports the goals and objectives of the Patient and Family Experience strategy.
• Research: Through the application of an in-depth knowledge of relevant family care research, lead the implementation of a family care model that will position SickKids as a global leader in this area. This includes the procurement of funding to support such an initiative, the development of a research agenda, presenting research findings and building capacity within the organization for those who are conducting research in family care. Collaboration with internal and external partners in research and other academic health sciences centres (e.g., the OHA (Ontario Hospital Association) and the Change Foundation) is critical to advancing innovative family care research and evidence-based practice within SickKids.
• Data Analysis: Utilize data analytics to identify trends, patterns, and opportunities for enhancing the patient and family experience.

Here’s What You’ll Need:

• Master’s degree in healthcare administration, Business Administration, or related field.
• A background in healthcare, child development, psychology, or patient advocacy.
• Member of a Regulated Health Care Profession or a member of a Professional College is an asset.
• Demonstrated record of accomplishment of designing and implementing patient/family care focused strategies in a similar sized and complex organization, ensuring that the programs offered will meet patients and families’ needs.
• At least 5-7 years of Director level experience in healthcare or related fields, with a demonstrated record of accomplishment of improving patient and family experience.
• In-depth knowledge of patient-centered care principles, patient advocacy, and healthcare quality improvement methodologies.
• Strong understanding of the unique challenges and considerations related to pediatric patient care and family dynamics.
• Excellent communication, presentation, and interpersonal skills, with the ability to collaborate effectively with diverse interested parties.
• Proficiency in data analysis, reporting, and utilizing technology to enhance patient experience initiatives.
• Strong visionary leadership qualities, including the ability to motivate, inspire, and mentor a team.
• Understands the importance of and demonstrates a commitment to fostering a culture of diversity, equity, and inclusion.

Employment Type: Full-time, Permanent. Hybrid work environment.

How to Apply

Job Types: Full-Time. Salaries: Not Disclosed.

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