Vancouver Coastal Health

Director, Patient Experience

Job Description

Job Title: Director, Patient Experience
Work Site: Vancouver General Hospital 12th & Oak


Start Date:



Regular Full Time 

As soon as possible


Days off: Saturday, Sunday, Statutory Holidays

Salary: $52.11 - $74.90 per hour
Reference#: 164322-esa


Come work as a Director, Patient Experience with Vancouver Coastal Health (VCH)!


Vancouver Coastal Health is looking for Director, Patient Experience to join the Experience in Care. Apply today to join our team!

Reporting to the Executive Director - Quality & Patient Safety and Infection Prevention and Control, and leading in accordance with the Mission, Vision and Values, and strategic directions of Vancouver Coastal Health’s (VCH) patient, family and staff experience is a priority and a responsibility shared by everyone at VCH. Within this and consistent with accreditation requirements, the position is mandated to ensure continuous quality improvement inherent in the patient and family experience across the health authority.

The Director, Patient Experience is responsible and accountable for supporting the strategic development of the Patient Experience Program to embed and support improved Patient Care Quality Experience across the organization. The Director demonstrates leadership, expert advice and problem solving for Patient Experience across VCH including the promotion of evidence-informed quality clinical practice, related activities, and the engagement of stakeholders including all service providers that enhance the patient experience and that advances a culture of patient and family centred care.

The role will support the development and implementation a strategic framework, organizational policies and strategies in accordance with the Ministry of Health’s mandate, Accreditation Canada Required Organizational Practices, and VCH’s vision for VCH. The focused work will be on meaningful engagement and work in close collaboration with stakeholders with focus on patients and families including the Patient Care Quality office, Aboriginal Health, Leaders at all levels of the organization including medical staff.

The role identifies and supports opportunities to improve overall patient experience in a measurable way through embedding patient insights into clinical policy, education and planning and/or redesign strategies consistent with organizational goals and vision. A high degree of expertise and critical oversight and planning is required for success from the patient and family at the point of care, to the VCH Senior Executive and the Board. The Director is responsible for promoting high standards of patient and family centred care throughout the organization. The Director enhances alignment and cohesiveness across VCH, through meaningful data, measurement and improvement strategies related to patient experience. The Director’s involvement with various health sector and ministry/government committees, initiatives and legislation, locally, provincially and nationally, ensures VCH’s alignment with current and future strategic direction, research and goals in all areas of practice.


As a Director, Patient Experience with Vancouver Coastal Health you will:

  • Lead in the development and implementation of a patient experience framework to support engagement of patients and families from point of care through planning and delivery that includes their unique insights including development and monitoring of key patient experience matrix.
  • Facilitate the engagement of patients and families to participate in service planning, delivery and evaluation of care delivery and coordinates feedback systems for improved care delivery and related initiatives.
  • Ensure that the Patient Experience strategy is aligned with the VCH strategic priorities while building capacity across the organization.
  • Oversee and coordinate patient/family experience data collection and measurement in close partnership with Decision Support and Analytics ensuring they are reported and shared through reports, presentations, education and collaboration with VCH leadership and the Board.
  • Provide overall leadership and direction to team members using effective management techniques (e.g., coaching, mentoring, skill and leadership development, performance management).
  • Provide leadership and support to all members of the team and motivates them towards the attainment of the departmental goals; recommends changes to organizational structures to reflect evolving needs and is responsible to ensure and support an on-going system for measuring performance.
  • Work collaboratively with local, provincial and national stakeholders to develop and deploy strategies to align quality and patient experience efforts.
  • Be responsible to present VCH at provincial and national committees and organizations, as aligned with this key role.
  • Develop networks and build alliances, engage in cross-functional activities, collaborate across boundaries, within and beyond BC. Utilize contacts to build and strengthen internal and external support bases.
  • Enhance communication and engagement activities to advance a culture of patient and family centred care.
  • Ensure collaboration with leaders throughout the organization such as Aboriginal Health to ensure the voices of our diverse populations served have an equitable and inclusive perspective.
  • Develop overall department budget to complement strategic directions within existing fiscal constraints and uses best utilization methods to thoroughly monitor and adhere to allocated budget.
  • Carry out responsibilities in accordance with health and safety requirements.  Immediately report unsafe situations by notifying supervisor or other appropriate personnel.
  • Perform other related duties as assigned.


Education & Experience

  • Master’s degree (or equivalent) or in a field related to health, business or other relevant discipline.
  • Seven (7) years’ recent, related experience within a clinical, patient safety, or quality improvement context involving engaging patients and families or an equivalent combination of education, training and experience.

Knowledge & Abilities

  • Demonstrated exceptional communication skills to support bi directional communication with a diverse population of patients and families and healthcare providers.
  • Demonstrated ability to develop and build cooperative and consultative partnerships with patients, families and partners
  • Demonstrated ability to identify and implement strategic goals and priorities for a new program facing multiple demands by a variety of stakeholders to ensure the work is directed towards measurable and high impact results.
  • Strong leadership skills to supervise, coach, mentor and support teams to meet patient experience goals and objectives.
  • Strong verbal and written communication skills, as well as excellent facilitation skills to work effectively in a team setting and with a variety of patients, families, healthcare providers and other stakeholders.
  • Demonstrated ability to obtain, assess, and evaluate data including surveys, meetings, focus groups etc. collecting quantitative and qualitative data related to patient experience.
  • Demonstrated knowledge of current advanced word processing, graphics presentation, and spreadsheet computer applications to prepare reports and presentations.
  • Physical ability to perform the duties of the position.

As per the current Public Health Orders (Long Term Care/Seniors Assisted Living Provincial Health Officer Order and the Health Sector Order), as of October 26, 2021, all employees working for Vancouver Coastal Health must be fully vaccinated for COVID-19. Proof of vaccination status will be required.



VCH is a world class innovator in medical care, research and teaching, delivering service to more than one million BC residents. At VCH, we embrace thinking boldly, taking smart risks, and "going first" when we believe it will lead to the best possible outcomes for patients and their families. We invite you to join us in creating healthy lives in healthy communities by showcasing our passion for care, connection to the communities we serve and our culture of teamwork that makes VCH a great place to work.

  • Comprehensive health benefits package, including MSP, extended health and dental and municipal pension plan
  • Grow your career with employer-paid training and leadership development opportunities
  • Wellness supports, including counselling, critical incident and innovative wellness services are available to employees and their immediate families
  • Award-winning recognition programs to honour staff, medical staff and volunteers
  • Access to exclusive discount offers and deals for VCH staff

Diversity, equity, and inclusion are essential to our goals of creating a great place to work and delivering exceptional care. We acknowledge and accommodate unique differences and ensure special measures are in place so that all prospective and current employees are given an opportunity to succeed.

We are committed to building a representative workforce and encourage applications reflecting diversity of sex, sexual orientation, gender identity or expression, racialization or ancestry, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.

Vancouver Coastal Health is proud to be recognized as one of Canada's Top 100 Employers in 2022.

Please note that a resume is required to apply to this posting.

Hours of Work may vary due to project requirements.

Only short-listed applicants will be contacted for this posting.

***Employees of VCH must apply via the Internal Application Process. Refer to the site for How to Apply instructions. Current VCH employees who apply to this posting using this external site will be considered as an external candidate. Seniority will not apply.***

Thank you for your interest in Vancouver Coastal Health.



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