Indigenous Patient Care Quality Liaison

City Surrey
Job ID 2022-12893
Corporate Professionals - Non-Clinical - Other Positions
Posting Date
2 months ago(5/9/2022 2:29 PM)
Employment Type
Full Time
Scheduled Start & Stop Times
08:30 - 16:30
Aboriginal Health

Why Fraser Health?

We invite you to apply today and find out why more than 95% of new employees recommend Fraser Health to their friends as an exceptional place to work. A 2022 BC Top Employer, we value diversity in the work force and seek to maintain an environment of Respect, Caring & Trust.

Do you wish to apply your knowledge and expertise within an organization focused on improving the health and well-being of B.C.’s largest health region? If you answered “yes”, then we want you to discover the next step in your career as an Indigenous Patient Care Quality Liaison. This Full Time role will join our Indigenous Cultural Safety team to establish and maintain positive relationships with First Nations, Métis and Inuit patients receiving care in the Fraser Salish Region. This position is based out of our Central City office in Surrey, B.C. - an ideal location with access to rapid transit, and shopping services as well as other amenities. We hire great people for outstanding jobs and need your help to expand the ability to deliver prompt and professional service.

Fraser Health is responsible for the delivery of hospital and community-based health services to over 1.9 million people in 20 diverse communities from Burnaby to Fraser Canyon on the traditional and unceded territories of the Coast Salish and Nlaka’pamux Nations. The Fraser Salish region is home to 32 First Nations Communities and 6 Métis Chartered Communities. Our team of 43,000 staff, medical staff and volunteers is dedicated to serving our patients, families and communities to deliver on our vision: Better health, best in health care. 

At Fraser Health, we value diversity in the workforce and seek to maintain an environment of respect, caring and trust. Fraser Health’s hiring practices aspire to ensure all individuals are treated in an inclusive, equitable and culturally safe manner. For this position, we also want to highlight that individuals with First Nations, Métis, and Inuit ancestry is regarded as directly relevant to the skills and knowledge for excellence in the position. Pursuant to Section 41 of the British Columbia Human Rights Code, preference will be given to applicants of Indigenous ancestry.

Effective October 26th 2021, all new hires to Fraser Health will need to have full COVID 19 vaccination (have received a full series of a World Health Organization “WHO” approved vaccine against infection by SARS-COV-2, or a combination of approved WHO vaccines).  Please note this applies to all postings, and individual medical exemptions must be approved by the Provincial Health Officer.

Curious to learn what it’s like to work here? Like us on Facebook (@fraserhealthcareers), follow us on Twitter & Instagram (@FHCareer), or connect with us on LinkedIn (fraserhealthcareers) for first-hand employee insights.

Detailed Overview

Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients/clients/residents and families:

Reporting to the Managing Consultant for the Patient Care Quality Office (supported by the FH Director, Patient Experience), with matrix reporting to the Manager, Aboriginal Health Strategic Initiatives, the Indigenous Patient Care Quality Liaison (IPCQL) supports FH to establish and maintain positive relationships with First Nations, M�tis and Inuit patients receiving care in the Fraser Salish Region. The IPCQL provides leadership and consultation by incorporating Indigenous perspectives and bringing a lens of Indigenous cultural safety, anti-racism and inclusion to the identification, management, resolution and education of patient in care issues. The IPCQL works in collaboration with a range of key internal and external stakeholders to facilitate a respectful, comprehensive, and appropriate resolution of patient care concerns.

The IPCQL ensures that avenues for Indigenous patient/family in care feedback are accessible, facilitates and supports the reporting of care complaints/concerns/compliments, and ensures that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The IPCQL takes a proactive approach to understanding Indigenous patients' experiences in healthcare settings in FH and is also responsible for ensuring a system for tracking, analyzing and reporting patient feedback activities, and identifying opportunities for improvement related to person and family centered care, education and policy change for the organization.

As part of the Patient Experience team, the IPCQL works cooperatively with the Aboriginal Health team, Quality & Patient Safety and Risk Management teams, referring to them all patient/family feedback issues with opportunities for quality improvement, potential liability or other risks requiring reporting to the Health Care Protection Program (HCPP).


  1. Consults and provides support and expertise to Operations Directors, Medical Directors, Managers and other senior leaders by bringing an Indigenous lens to the management of Indigenous and non-Indigenous patient and family feedback activities.

  2. Collaborates with key stakeholders regarding patient/family complaints/concerns/compliments, and supports a culturally safe and appropriate resolution of issues and ensures patient/family feedback is tracked for accountability and improvement purposes.

  3. Fulfills obligations and responsibilities in the context of relevant legislation, regulations and common law collaborating with Information, Access & Privacy, Integrated Risk Management and the Patient Care Quality Review Board.

  4. Provides advice and consultation regarding the management of Indigenous client feedback issues, including both verbal and written communication and courses of action when initial steps do not resolve issues to a complainant's satisfaction.

  5. Ensures timely and effective triaging of complaints, concerns and compliments, and determination of follow up actions in response to patient/family feedback and related situations.

  6. Supports Indigenous patients/families to report concerns about care.

  7. Collaborates with patients/families, First Nations and Metis Chartered Communities, and the organization, assisting patients/families to know and understand their rights and responsibilities and navigate through the organization's processes.

  8. Ensures the appropriate referral of issues with potential risk or liability to Integrated Risk Management/Communications.

  9. Shares complaint/concerns/compliment trends with Aboriginal Health team to inform training and policy work.

  10. Coordinates conferences between patients/families and their representatives and administrative staff as appropriate.

  11. Supports the us of a patient/family feedback information management system (i.e. Patient Safety and Learning System or �PSLS� data collection tools and databases), ensuring that patient/family feedback is documented, status of resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Creates standard and ad hoc reports as required.

  12. Participates in the development of policies and procedures dealing with management of patient/family feedback.

  13. Participates in interdisciplinary / interdepartmental meetings as appropriate, communicating complaint/concern/compliment trends and sharing knowledge of Indigenous perspectives and cultural safety to help inform and guide the PCQO, Patient Experience team, and Fraser Health operations.

  14. Remains current on relevant legislation, regulations, Indigenous Cultural Safety practices, standards, and common law collaborating with other departments such as Legal Services, Privacy and Integrated Risk Management.

  15. Carries out responsibilities in accordance with health and safety requirements. Immediately reports unsafe situations by notifying supervisor or other appropriate personnel.

  16. Performs other related duties as assigned.


Education and Experience

Bachelor's degree in a relevant human services discipline (education, social work, nursing, allied health), plus a minimum of three (3) years' recent, related experience in conflict resolution/crisis intervention and in working with Indigenous patients, communities, or populations.  Or an equivalent combination of education, training and experience.

Skills and Abilities

Demonstrates the LEADS capabilities of Leads Self, Engages Others, Achieves Results, Develops Coalitions and supports Systems Transformation.

Professional/Technical Capabilities:

  • Comprehensive knowledge of Indigenous worldviews and perspectives on health and wellness and or demonstrates allyship.

  • Knowledge of Indigenous Cultural Safety.

  • 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.

  • Knowledge of client relations and complaints/concerns/compliments management best practices.

  • Ability to exercise judgement and sensitivity working with complex, confidential and sensitive issues.

  • Knowledge of health care system issues and functions.

  • Analytical, problem solving and conflict resolution skills.

  • Ability to lead, participate and facilitate inter-disciplinary groups with multiple interests in a collaborative and safe environment.

  • Ability to provide consultation to healthcare professionals.

  • Ability to develop, coordinate and deliver educational programs and presentations.

  • Ability to work effectively with others, including working effectively in a multicultural environment, independently, as part of a team.

  • Ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/client/resident needs.

  • Organizational skills and ability to organize and prioritize workload and work under time pressures to meet deadlines.


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