Patient Experience Transformation Consultant

The Patient Experience Transformation Consultant serves as an organizational champion and change agent for patient- and care partner-centred care, working across RVH to mobilize patient experience strategy, build organizational capability, influence culture, and embed experience into how care is designed, delivered, and continuously improved. The role advances RVH’s Vitally You strategic priorities by ensuring the perspectives and experiences of patients and care partners meaningfully inform organizational planning, service design, decision-making, and improvement.

Working collaboratively with patients, care partners, physicians, staff, leaders, and community partners, the Consultant acts as a catalyst for transformation, building shared ownership and supporting teams to translate patient experience insights into meaningful and sustainable improvements. The Consultant leverages aggregated experience insights, trends, themes, and organizational learning to identify systemic opportunities, influence priorities, and drive proactive improvement.

The Patient Experience Transformation Consultant serves as a resource and subject matter expert in patient experience, engagement, experience measurement, service design, co-design, and related improvement methodologies. The Consultant works across clinical and operational areas to translate experience data and insights into actionable recommendations, support strategic and quality improvement initiatives, facilitate co-design and engagement, build capability, and enable sustainable change. Through consultation, facilitation, education, coaching, and project leadership, the role strengthens organizational capacity for patient- and care partner-centred care and supports RVH’s commitment to exceptional patient and care partner experiences.

Qualifications

Education:

• Undergraduate degree in Health Administration, Health Sciences, Business Administration, Organizational Development or a related field.
• Master’s degree in a related discipline preferred.
• Equivalent combinations of education and demonstrated professional experience in patient experience, customer experience, service excellence, organizational transformation, engagement or progressive improvement initiatives may be considered.

Experience:

• Five (5) to seven (7) years of progressive experience leading or supporting experience, engagement, or organizational improvement initiatives.
• Experience leading or supporting change initiatives that engage leaders, frontline staff and support the adoption and sustained integration of new practices.
• Experience working collaboratively with customers, staff, and leaders to improve experience.
• Experience collecting, analyzing, and interpreting experience data and feedback to identify opportunities, inform decision-making, and measure improvement.
• Experience developing, implementing, and evaluating experience strategies, frameworks, and improvement initiatives that support better delivery and outcomes.
• Experience facilitating customer engagement, consultations, working groups, and co-design processes to inform service and improvements.
• Experience developing and delivering education or training to leaders and frontline staff.
• Experience with digital engagement platforms, feedback systems, or innovative approaches to access and engagement.

Competencies:

• Knowledge of patient-, care partner, customer- and human-centred experience principles, patient engagement practices, experience measurement, service design and co-design methodologies.
• Knowledge of change management, quality improvement principles, and evidence-informed approaches to implementing and sustaining practice change.
• Demonstrated ability to influence without formal authority, challenge existing practices constructively, and mobilize leaders and teams around experience improvement.
• Demonstrated emotional intelligence, organizational awareness, political acuity and ability to navigate complex organizational environments, build trust and influence diverse contributors.
• Exceptional facilitation, consultation, communication, and relationship-building skills, with the ability to engage.
• Ability to translate strategy into action by leading and coordinating complex transformation and improvement initiatives, managing competing priorities, overcoming barriers, and achieving measurable outcomes.
• Applies adult learning and facilitation techniques to build capability among leaders and frontline staff, supporting the adoption and sustained application of experience practices.
• Understanding of the Ontario healthcare system, healthcare quality standards, applicable legislation, and emerging practices related to patient experience strongly preferred.
• Strong written, verbal, presentation, and interpersonal communication skills, with the ability to communicate complex concepts clearly and compellingly to diverse audiences.

Responsibilities:

• Serve as an organizational champion for patient- and care partner-centred care and drive the adoption of practices that improve care experience.
• Partner with leaders to translate patient experience insights into clear improvement priorities, actions and measures, and support teams in sustaining improvements over time.
• Coach and advise leaders and teams on applying patient experience principles to their work.
• Challenge existing practices, processes and assumptions through a patient and care partner lens, and influence leaders and teams to identify and implement opportunities for meaningful improvement.
• Promote and facilitate an "experience by design" approach, ensuring patient and care partner perspectives are incorporated early in the development and redesign of services, programs, processes, environments and care pathways.
• Identify opportunities to embed patient experience into policies, processes, programs and service design.
• Develop practical tools and approaches that enable teams to independently improve patient experience.
• Promote a shared organizational understanding of what an exceptional patient experience looks and feels like.
• Identify and share exemplars and emerging practices across the organization.
• Facilitate organizational learning from patient and care partner experiences.
• Integrate insights from multiple sources of patient and care partner experience to identify systemic themes, emerging issues and opportunities for organizational improvement.
• Act as a catalyst for innovation in patient experience.
• Collaborate with Patient Relations, Quality, Safety, and other partners to ensure patient feedback informs proactive improvement strategies.
• Participate in strategic projects, committees, and initiatives that support exceptional patient and family experiences and the achievement of organizational priorities.

Exhibits the core values of Royal Victoria Regional Health Centre: Inspire Trust, Be Kind, Be Bold, Do Great Things, Team Up.