In accordance with the Excellent Care for All Act, Patient Ombudsman is responsible for receiving, resolving and investigating complaints relating to Ontario's community care access center corporations, long-term care homes and public hospitals.
THE OPPORTUNITY:Patient Ombudsman is a “start-up” organization. The Research and Policy Analyst is responsible for researching health care best/promising practices that will assist Patient Ombudsman in formulating resolutions and recommendations to complaints involving health sector organizations. The Research and Policy Analyst will develop and maintain a broad understanding of sources of health care service delivery research, policies and programs (national and international), sharing such information with Complaint Services staff to support the mandate of Patient Ombudsman. Further, the incumbent will support Patient Ombudsman's policy development data reporting relating to the business operations of the office.
About the job
a) Research & Policy
• Conducts “best/promising practices” research on current/emerging health care services, and administrative fairness and related issues
• Develops and maintains an inventory of national and international organizations that conduct health care research relevant to Patient Ombudsman's mandate
• Conducts analysis and assesses impacts of government policy, legislation and budgetary proposals, from the provincial and federal levels of government
• Supports early resolution activities and investigations by providing relevant policy and research information
• Identifies and monitors information on Ontario's health care system to identify emerging issues and needs
b) Evaluation
• Conducts regular complaint trends analysis and prepares relevant reports and briefing materials
• Develops and manages evaluation methodologies, including assessment, tracking and feedback systems/tools to gather data with specific emphasis on complaint management
c) Report Writing
• Prepares and co-ordinates briefs and reports on a variety of topics, including legislative changes, research information, and implications and findings
• Supports the preparation of materials for Patient Ombudsman's various commitments
• Prepares and drafts information for Patient Ombudsman reports, including the annual report
• Keeps appropriate records, including up-to-date information on the case management system and hard copy files, as required
d) Compliance
• Complies with all relevant legislation, including but not limited to, the Excellent Care for All Act, the Freedom of Information and Protection of Privacy Act, the Ontario Human Rights Code, the Health Care Consent Act, and the Occupational Health and Safety Act
• Complies with the policies and procedures of Patient Ombudsman
e) Other Activities
• Maintains the confidentiality and privacy of personal information and personal health information
• Participates in learning opportunities
• Participates in internal committees and undertakes special projects
• Mentors/coaches new colleagues, as required
• Performs other duties as assigned
What you bring to the team
Education & Experience:
To be considered for this opportunity, you will have:
• Post-graduate degree in a health administration, public administration, social justice and/or law, or an equivalent combination of education and experience.
• Direct experience in policy and/or research in health administration, public administration, social justice and/or administrative fairness.
Knowledge and Skills
Successful candidates will have the following:
• Knowledge of public hospitals, long-term facilities and/or community care access corporations.
• Proven experience understanding and interpreting legislation, policies and procedures.
• Strong analytic skills to conduct research and effectively draft reports on a broad range of topics.
• Ability to use report generating and evaluation software (e.g., SQL Server Reporting Services, SPSS)
• Demonstrated ability to conduct systemic analysis, and develop and apply evaluation methodologies.
• Ability to exercise sound judgment/integrity, remain independent and impartial.
• Demonstrated commitment to customer service and quality principles in service delivery.
• Demonstrated ability to work with and respond effectively to a diverse population.
• Strong interpersonal skills.
• Excellent oral and written communication skills.
• Self-starter with a proven ability to work independently and within a team.
• Ability to work collaboratively and maintain an effective and professional working relationship.
• Demonstrated ability to identify risks and take appropriate steps to mitigate risks.
• Proficient use of Microsoft Office products, databases and general office technologies.
Personal Suitability
The Research and Policy Analyst position requires a candidate who is self-motivate with a thirst for gaining and sharing knowledge. The Research and Policy Analyst will have excellent research and communication skills, as well highly developed analytical skills to effectively support the mandate of Patient Ombudsman.
Language Requirements
Proficiency in oral and written communication in the English language is required.
Proficiency in oral and written communication in the French language would be an asset.