Manager, Patient Experience

Who We Are

London Health Sciences Centre (LHSC) is a world-class academic health sciences centre located in the southwestern Ontario city of London. Just two hours from Toronto and two hours from Detroit, London features a beautiful and walkable downtown core located on the Thames River, a vibrant culinary scene and scores of activities that highlight local arts, culture and music. As one of Canada's largest acute-care teaching hospitals, LHSC delivers world-class care and experiences, built on our commitment to excellence in research, innovation, and learning. In partnership with our communities, we design and advance healthcare to support the wellness of the populations we serve. LHSC delivers both local and regional services, including the Children's Hospital, within a large geographic area. LHSC is known for its great people and great care, with a workforce of close to 15,000, dedicated to delivering the highest quality patient care while partnering with communities to transform health, one life at a time. 

The Patient Experience Office oversees three main components of Patient Experience: Patient Engagement, Patient Relations and Patient Experience Surveying.  The Patient Engagement team supports over 80 patient and family partners and facilitates their engagement and participation in committees, working groups and quality improvement initiatives to contribute to improving the quality of care within the hospital. The Patient Relations team supports patients and their care partners in resolving concerns or questions about their experiences at the hospital. Patient Experience Surveying is mandatory under the Excellent Care for All Act and Accreditation Canada requiring that all hospitals survey patients at least once a year for their feedback to inform quality improvement within the hospital.

Posting Period

April 30 - May 7, 2025

Job Summary

Reporting to the Director, Patient Experience and Volunteer Services, the Manager, Patient Experience is accountable for the oversight of the Patient Engagement and Patient Relations team as well as Patient Experience Surveying. The Manager is responsible for ensuring the organization is compliant with all legislated requirements related to Patient Experience, including but not limited to the Excellent Care for All Act and Accreditation Canada's People-Centred Care Priority processes. 

This role is accountable for day-to-day department activities, including the management of human and material resources, day-to-day staffing and scheduling, development and support of a healthy workplace, risk and utilization measurements, and facilitation of continuous quality improvement initiatives (internally and externally) and change management, while operating within approved operational budgets and financial guidelines and controls. The role is responsible for fostering effective working relationships and networks within the team/unit and with other teams across the organization. This role is accountable for ensuring and facilitating quality assurance related to Patient Engagement and Patient relations best practices, developing and monitoring performance indicators to facilitate optimum team performance, development and implementation of strategic goals and objectives and informing corporate initiatives based on patient voice. 

LHSC is committed to the principles of hybrid work and may offer this option to employees whose work can be performed in an alternate location, without adverse impact to the operations of the Hospital, inclusive of our staff and patient experience. Expectations for this role will be to work primarily on-site. Confirmation of hybrid work options available to you will be clarified upon hire and may be subject to change based on the duties required of your position. Successful candidates will be required to perform work within Ontario and must be available to work on location, as required.

Qualifications

Who You Are

•  

  You are self-aware of own assumptions, values, principles, strengths and limitations

   

• You manage and develop self while modeling qualities such as honesty, integrity, resilience, and confidence

   

• You engage and support others to foster development, personal goals and encourage a healthy organization

   

• You achieve results by strategically aligning direction, decisions, actions and evaluation with the vision, values and evidence

   

• You facilitate an environment of collaboration and cooperation

   

• You create connections, build partnerships and networks

   

• You demonstrate a commitment to the organizational vision, mission, values and service excellence

   

• You are a transformational thinker that encourages and supports innovation

   

• You have exceptional analytical skills that contribute to effective decision-making

   

• You are self-directed, courageous, and highly motivated with excellent interpersonal and effective communication skills 

What Skills Are Needed

• Building a strong culture of continuous improvement and innovation across LHSC and support the Continuous Improvement of Care initiative across LHSC

   

• Collaborating with key shareholders to ensure compliance with Accreditation Canada Standards and assist in the coordination of Accreditation survey activities 

   

• Includes the patient and family perspective in the planning, delivery, and evaluation of materials, programs and initiatives

   

• Demonstrated understanding of health system performance reporting requirements and standards and legislative frameworks

   

• Planning and executing action plans that deliver results and motivate individuals for greater performance excellence

   

• Strong business acumen 

   

• Values-based leadership and a proven track record for developing and sustaining healthy work environments and effective teams while leading in a performance-driven culture 

   

• Lead and drive system transformation

   

• Develop self and others through teaching, coaching, mentoring and formal development processes 

   

• Strong analytical skills that contribute to effective problem solving and decision-making

   

• Advanced mediation, conflict resolution and negotiation skills with the ability to negotiate diplomatically with individuals at all levels

   

• Commitment to support and promote diversity, equity and inclusion in daily interactions with patients, care partners and staff.

   

• Ability to understand and empathize with the experience of those who interact with the healthcare system recognizing the associated emotional impact

What You Will Bring with You

• Successful completion of a recognized baccalaureate degree program, preferred*

   

• Related post-graduate education is an asset

   

• Project Management Profession (PMP) designation is an asset 
• Minimum of 3 to 5 years' experience in progressively more responsible leadership roles in a healthcare environment, preferably in an acute care academic teaching hospital
• Active member of the Canadian College of Health Leaders (CCHL), or are in process of attaining the Canadian Health Executive (CHE) certification program is considered an asset 

   

• Demonstrated understanding of health system standards and legislative frameworks, including high quality and safe patient care and exceptional patient/family experiences

   

• Demonstrated experience of enabling culture shifts and have enhanced patient experience

   

• Demonstrated information gathering and collating skills that contribute to effective decision-making and execution of action plans that deliver results and motivate individuals for greater performance excellence

   

• Demonstrated experience with organizational change and improvement initiatives 

   

• Ability to effectively work with diversity, appreciating that different opinions, backgrounds and characteristics can bring richness to the challenge at hand

   

• Fluent and computer literate with computer systems such as email and Microsoft Office applications (MS Word, Excel & PowerPoint)

   

• Demonstrated ability to attend work on a regular basis

*Consideration for an interview will be given to an education and prior experience assessment

Other Information

London Health Sciences Centre fosters a culture of patient and staff safety whereby all employees are guided by LHSC's Mission, Vision, Values and Code of Conduct.

LHSC is committed to employment equity and diversity in the workplace and welcomes applications from women, visible minorities, Indigenous people, persons with disabilities, and members of the 2SLGBTQIA+ community. We are committed to providing persons with disabilities equal opportunities and standards of goods and services, and are also fully compliant with the Accessibility for Ontarians with Disabilities Act (2005), as applicable.

Submission Requirements (please submit as a PDF document)

• Cover Letter, Resume and Listing of Education, Credentials, Certifications and References. 

   

   

As part of the assessment process applicants may be required to complete a written profile, presentations, etc. Please be advised that reference checks may be conducted as part of the selection process.

Immunization Requirements:

Before beginning employment at LHSC, all new hires must provide documentation related to LHSC's Health Review Requirements. For more information and a detailed list of requirements, please visit Health Review Requirements | LHSC.

Your interest in this opportunity is appreciated. Only those applicants selected for an interview will be contacted. Successful candidates, as a condition of job offer, would be required to complete a satisfactory police information check (original document) completed in the last 6 months.