Manager, Patient Experience, Quality & Patient Safety

Halton Healthcare is a leading Ontario hospital system serving the communities of Oakville, Milton, and Halton Hills through Oakville Trafalgar Memorial Hospital, Milton District Hospital, and Georgetown Hospital. With a shared purpose “To Care,” Halton Healthcare is committed to delivering exemplary patient experiences, always, through compassionate, high‑quality, and integrated care. The organization is recognized for its strong focus on patient safety, innovation, and continuous improvement, and fosters a collaborative and inclusive workplace where people are supported to make a meaningful impact.

The Manager, Patient Experience, Quality and Patient Safety provides leadership in the development and execution of initiatives that drive the advancement of the organization's commitment to delivering safe, high-quality and compassionate care. This role is responsible for working closely with teams to drive continuous quality improvement processes using a comprehensive and standardized quality framework focused on the needs of patients and families, and ensuring the organization is Accreditation ready every day.

The Manager is responsible for monitoring quality and patient experience processes and outcomes, identifying and acting on patient safety and experience concerns, including monitoring and addressing health equity impacts. The Manager is also responsible for overseeing the patient-relations feedback and occurrence reporting system, using the generated data as feedback to continuously monitor quality and to address emerging themes. The manager brings a Just Culture approach to patient safety, understands the impact of human factors on system design, and as such, focuses on developing highly reliable processes. The Manager will lead efforts to analyze, share data, and make informed recommendations to improve patient care and outcomes, while ensuring alignment with Halton Healthcare’s mission, strategic goals, and regulatory requirements.

The manager is also responsible for onboarding and supporting the role of Patient and Family Partners across the organization, and for ensuring Patient and Family Partners are engaged and actively involved in system planning using co-design methodologies.

Requirements

Bachelor’s degree in a health-related field (e.g., Health Administration, Nursing, Quality Improvement). Master’s degree preferred; Minimum of 5 years of progressive experience in quality improvement and patient safety in a healthcare setting, with at least 3 years in a leadership role; Advanced training and experience in Quality, Patient Safety, Improvement Science and Change Management; Proficient understanding of Health Standards Organization and Accreditation Canada processes; Knowledge and experience in patient safety and quality improvement methods such as the Canadian Incident Analysis Framework and The Model for Improvement; Proficient use of MS Office applications; Expertise in quality improvement methodologies (e.g., Lean, PDSA, Six Sigma); Thorough knowledge of Just Culture principles; Strong analytical skills with the ability to interpret data and implement evidence-based improvements; Excellent communication, leadership, and interpersonal skills, with a collaborative approach to problem-solving; Proficient in using healthcare data management tools (e.g., QIP Navigator, OH eReports, CIHI)