Consumer Relations

Location: Melbourne | Eastern Metropolitan

Job type: Not provided

Organisation: Monash Health

**Salary**: Salary not specified

Occupation: Administration/Secretarial, Communications, Marketing and Media, Education and Training, Finance, Health and Allied Health, Human Resources, Procurement, Family Violence Workers, Medical, Nursing

Reference: 55916

**About Monash Health**

**About the Patient Experience Office**

The Patient Experience Office is the centre of strategic activities aimed at enhancing the patient experience by promoting an organisational culture of patient centred care and meaningful consumer, carer and community participation. This new role is a part of the Feedback and Service Excellence team within the Patient Experience Office, and play an integral role in supporting the organisation to learn and grow to improve patient experience.

**About the Role**

This exiting new role will lead the patient experience aspects of the introduction of the Statutory Duty of Candour legislation in Victoria. The Consumer Relations - Patient Safety Lead will oversee the implementation of the patient experience aspects of this legislation with a patient centred approach.

The Consumer Relations - Patient Safety Lead will work to enhance the patient and family experience through the effective management of consumer and/ or family engagement in the statutory duty of candour and sentinel event quality and safety processes.

**About You**

They will be working in partnership with our employees, patients and families to ensure the patient is at the centre of the review of serious clinical incidents and development of the resulting quality improvement. Their expertise and experience in investigation of consumer reported incidents and clinical incident management will allow them to assist teams to develop appropriate actions and recommendations, with a focus on improving patient experience. The Consumer Relations - Patient Safety Lead will play a vital role in delivering education, training and support to front line staff, including managers, to ensure that Monash Health effectively seeks and responds to patient and family feedback using a proactive, service recovery model

**Additionally you will possess**:

- Demonstrate a high level of reasoning and analytical skills, using a patient centred approach, to the assessment of consumers and/ or families involved in a serious clinical incident while in our care, so as to accurately represent the consumer’s issues in preparation for investigation.
- Demonstrate a comprehensive understanding of relevant theory and its relationship to quality and safety in health care.
- Demonstrate expert communication with high-level verbal and written skills within the Monash Health Patient Experience Office, and with external agencies.
- Demonstrate high level of understanding of healthcare systems and the potential impacts they may have on consumers.
- Demonstrate high level understanding of, and sensitivity to, ethical and multicultural issues.
- Demonstrate a high-level of autonomous behaviour, independence of thought, awareness of own effectiveness and internalised responsibility.
- Demonstrate flexibility/responsiveness within professional practice/duties/roles in order to meet organisational goals/priorities.
- Work closely with all relevant teams to ensure all requirements of statutory duty of candour are met
- Promote the Monash Health Patient Experience Strategy and approach to Excellence
- Clinical background

**Monash Health employee benefits**:

- Salary packaging
- Onsite subsidised staff parking
- Discounted banking (BankVic)
- Onsite Gym
- Access to professional development courses and seminars

**How to Apply**

Monash Health recognises the value of equal employment opportunity and is committed to patient safety and promoting fairness, equity, and diversity in the workplace. At Monash Health we are relentless in our pursuit of excellence and work to our six guiding principles.

Offers of employment can only be made once all required probity checks have been completed. These include:

- reference checks;
- a clear Police Check conducted within the last three months;
- a current Victorian Employee Working with Children’s Check (or proof of payment for same);and
- proof of immunisation.

A request to conduct probity checks does not guarantee that an offer of employment will be made.

Under the Victorian Public Health orders, all employees working within the Public Health system must be fully vaccinated against COVID-19 and Influenza and are required to provide acceptable evidence of their vaccination status. The current orders require evidence of three doses for COVID-19.