wchn consumer and community newsletter – issue 10 ...€¦ · issue 10 – january 2016 consumer...
TRANSCRIPT
Issue 10 – January 2016
Consumer & Community Newsletter Community Engagement Division
Community Engagement Unit Update
Happy New Year!
Ushering in the New Year starts with many people making a resolution for what they would like to achieve for the year. I am not going to make a resolution; instead I would like to echo some of the goals that we are going to achieve in 2016 as a team. By December 2016, the Network would have had just over 12 months implementing the Consumer and Community Engagement Strategy and Responsiveness Plan. This will include the development of a Guide Service for the Women’s and Children’s Hospital, an activity plan for the Youth Advisory
Group, a training calendar for the Consumer Representatives, a series of short videos for the internet promoting person and family centred care, a charter for Person and Family Centred Care, trail of Fabio the Frog for adult populations, a dedicated Cultural Diversity Month, a new embedded Consumer Feedback Framework to provide variety and widen access for the community to give feedback, hosting a peak body in the community, bringing a consumer coffee club to CaFHS and hosting Youth Led Walk-Around Audits of Spaces and Places. This is just the start as divisions and units will be rolling out local consumer and community engagement events, processes and plans in their areas across 2016. This is a “can-do” strategy, one which is well timed, clear in scope and driven by resourceful individuals who value quality and safe care. So, I have provided you all what my Consumer and Community Engagement goals are, what are yours? I am very interested and curious to learn what you have in store for our diverse community in 2016.
One thing we can all do now is to get as many of your stakeholders and people in your networks to join in Consumer and Community Engagement activities, by encouraging them to sign up to the database. This is very easy to do, you just need to contact me and I will be able to directly send them the link to database sig- up page.
So, welcome to 2016, a year which begins with some major activities such as the Organisation Wide Survey from 15-19 February and will end with many ticks on the Consumer and Community Engagement complete list.
Allan J Ball Manager, Consumer and Community Engagement
February 2016 opportunities
Organisation Wide Survey 15 – 19 February 2016
The countdown is on for the Women’s and Children’s Health Network’s 2016 accreditation.
Our Network will be assessed against the 10 National Safety and Quality Health Service
Standards and 5 EQuIP National Standards. It is our responsibility to ensure we have a safe
health network for our consumers and community. The 10 National Safety and Quality and
Quality Health Service Standards are:
1. Governance for safety and quality in health service organisations
2. Partnering with consumers
3. Preventing and controlling healthcare associated infections
4. Medication safety
5. Patient identification and procedure matching
6. Clinical handover
7. Blood and blood products
8. Preventing and managing pressure injuries
9. Recognising and responding to clinical deterioration in acute healthcare
10. Preventing falls and harm from falls
BFHI (Baby Friendly Health Initiative) Calling all consumer representatives who
have had recent experience within our
Women’s and Babies Division and/or the
Child and Family Health Service. We are
looking for two consumers or community
members who can present a consumer
perspective about infant feeding,
education and support and contribute
ideas to increase consumer participation
in BFHI. Meetings will be held every three
months initially, and every one to two
months in 2018. RSVP by 20 February
2016 by emailing Allan.
Looking for a consumer to deliver staff training. On May 30 2016, a parent who can
share a story about advocacy and
escalation of care is invited to
participate in Staff Training. The
training sensitively addresses
consumer deterioration.
Reimbursement will be provided and
support delivered by the Manager of
Consumer and Community
Engagement. Contact Allan to express
an interest and to share your story for
training purposes.
The 5 EQuIP National Standards are:
1. Service Delivery
2. Provision of Care
3. Workforce Planning and Management
4. Information Management
5. Corporate Systems and Safety
You are invited to attend the Organisation Wide Survey opening presentation There will be an opening presentation in the Queen Victoria Lecture Theatre at the Women’s
and Children’s Hospital campus, which you are all invited to attend from 9am – 10am. Please
RSVP to Allan.
WCHN Youth Advisory Group
On 15 January 2016 our Youth Advisory Group met for the second time and were able to
achieve a lot.
The group met with Liz Prowse the Director of Mental Health Strategic Operations about the
CAMHS radical redesign highlighting that in 2016 there will be further consultation with
consumers. They heard about the radical redesign of the model and one of the big shifts of
recent times is the lowering of the age of those young people who are serviced from young
people aged 18 and below to those aged less than 16 years. The Youth Advisory Group was
asked to:
• Think about a model of care that CAMHS could consider which would embed the
consumer voice at a governance level.
• Think about what they would like to influence in 2016, given that CAMHS will be
looking for consumer and carer input into aspects of their projects
It was exciting to have Liz consult with our peak group, which reflected back how important
mental health is as an issue facing many if not all young people in South Australia.
The group was provided with the draft Consumer Feedback Framework which was then
opened it up for discussion. The members were unanimous that the framework was an
enhancement and improvement on the current model but asked that the following to be
considered:
- Feedback boxes around the Hospital and the community site.
- A hotline for providing feedback. (Youth Advisory would like an event held each year
managed by consumers specifically for young consumers to give feedback.
- Update the WCH website, with a "contact us" tab for making a complaint, suggestion
or compliment, which is linked to the Consumer Feedback Coordinator.
- Ensure that some of the methods provide instant feedback and are digital.
- Have an option to make the feedback anonymous where possible.
- Better marketing of consumer information. (Most of the Youth Advisory Group
members were unsure about how to provide feedback.
- Instantaneous feedback mechanism e.g. one-click button to review a service similar
to approach used by Starlight Express Room
Members also provided a youth-led audit of the Hospital Education Services. The youth-led
audit aims to give young people the power to make observations about the safety, comfort
and quality of environments in the Health Network. The group commissioned a report for the
Principal of the school consisting of two dozen observational enhancements. The school will
respond to the group in April to update it on what improvements have been made.
Community members and consumers are invited to write to the Youth Advisory Group suggesting a health Network environment that could be part of a youth-led audit. Suggestions can be made to Allan. The Youth Advisory Group has also designed
letterboxes as part of the Consumer Feedback Framework, for use by the wards and units
within the Hospital including Women’s and Babies Division, Surgical Services Division and
Paediatric Medicine Division. They will be delivered by the 10 February 2016. Finally, in
2016 the Youth Advisory Group has committed to three new projects including:
• Youth Guide to Places and Spaces. (Qi-Le, Tayla, Michael, Anna-Marie)
• A 90-second ‘Welcome to the Network’ video (Harrison C, Harrison K, Riya)
• Feasibility Study for International Youth Conference hosted by the YAG in Adelaide
(Ed, Uday, Kyle, and Larissa)
If you would like to learn more about the Youth Advisory Group, get involved or suggest
someone to be involved please contact Allan.
Members of the Youth Advisory Group with the feedback letterboxes which will be placed in wards and units across the WCH
Focus group looks at discharge planning
Over the Christmas holidays, a team from the Paediatric Emergency Department (PED)
worked with the Consumer and Community Engagement Unit to review discharge plans with
consumers. Consumers participated in a series of listening posts over a two-week period and
attended a focus group on 12 January 2016. At the focus group, consumers heard from Dr
Davinder Gill about the importance of discharge planning and how this is developed in
partnership with consumers. Additionally, Monique Anninos, the PED Nursing Service
Director who manages more than 100 staff, invited consumers to co-design a new discharge
checklist for the area. The focus group heard stories of hope in moments of despair and
there was unanimous agreement about the impact that a checklist would make for consumers
coming out of Paediatric Emergency. A draft checklist will be available in the coming weeks
on the WCHN Consumer Online Space for comment. If you would like to participate in the
online consultation please contact Allan.
Infection Control Safety and Quality Group by Annabelle Hucker
I am on the Infection Prevention and Control Committee (IPCC).
Infection prevention and control (IPC) means that as consumers we can engage within the
hospital knowing that procedures, guidelines policies and practices are in place to keep us
safe from infectious disease.
IPC is continuously evolving to deliver best practice and research driven results,
implementations and outcomes. It reaches every aspect of the WCHN, including in
departments, wards and specialised areas, the staff, our environment including food services,
cleaning, sterilisation, air flow and quality, maintenance, storage, disposal, immunisation and
even faces painting. I am new to this committee but I have already been able to influence the
development of new IPC information for consumers, how consumers prepare for pre-planned
admissions, and questioning and asking for elaboration on current practices and current
hospital associated infection results.
To ensure successful engagement within the committee I have a pre-meeting with the
chairperson. I am building relationships with committee members, and gaining a greater
understanding of IPC, all of which gives me greater confidence. Consumers do make a
difference and do bring about change through their knowledge of lived experiences. I would
encourage any consumer to get involved because you can truly make a difference.
Cultural needs poster
The Consumer and Community Engagement and Health Informatics, Performance, and
Planning and Outcomes (HIPPO) units now have six new consumer engagement A4 posters
in English, Arabic, Dari, Farsi, Simplified Cantonese and Vietnamese. The posters are worded
to give definitive power to the consumer to feel welcomed and treated as an active participant
in their health care. They inform the consumer to prompt staff of the Network to ask about their cultural and spiritual needs. Contact Allan for a copy.
2016 training calendar
Attached to this email is the 2016 training calendar written and endorsed by consumers on 11
December 2015. This training is available to all those consumers or community members who
are registered on the Consumer Database with the Network. To register for the database and
not miss out on the training contact Allan.
Consumer snapshot Over the past month:
> The first Consumer Feedback and Improvement Group (‘Citizen Jury’) was held
at which Lil, Sarah, Tanya, Vikki and Judith provided a single but important verdict
(recommendation) about the Medication Safety Annual Report. This verdict being:
The Jury recommended a parent checklist regarding medication, carefully worded to encourage parents to feel comfortable to ask questions when medication is being administered. The checklist could be one page. Inclusion is considered for the ‘Welcome to the Hospital’ booklet for consumers. A version could also be made into a laminated poster and displayed in wards and rooms. The resource could also be made available on the WCH website
> 11 consumers joined for the ‘reflection and review’ session and planned a
training calendar for 2016
> Many of the consumer representatives have been busy preparing for
accreditation. Tanya, Tara, Jackie, Jason and Vikki have been planning
presentations and participating in interviews.
> Fourth draft of the Person and Family Centred Care Oath has been co-written
by consumers from the Person and Family Centred Care Network Steering Group
and socialised with staff members.
> Tanya and staff from the Network joined for the preliminary Consumer Feedback Management Committee. This committee will be responsible as part of the new
Consumer Feedback Management Framework to review consumer feedback
themes and trends.
> Consumers from across the Network including CaFHS at Christies Beach and
CAMHS in the East joined representatives from the Consumer Database to
provide their talent for a new person and family centred Care promotional video.
> An evaluation report for the person and family centred care is now available
by contacting Allan. Many thanks to the consumers who helped review the data for
this evaluation report.
> Tara heard about ‘Patient Opinion’ at the SA Health Partnering with Consumers and Community Meeting and will help investigate the feasibility for it to be used
within our Network.
> Two young people have helped shape the agenda for the 2016 School
Ambassador Health Promotion program.
> Tessa piloted poetry feedback sessions in Postnatal Ward and Boylan Ward
as a creative way to gather consumer feedback.
> Nine letterboxes for consumer engagement feedback have been designed for the
Health Network, thanks to the hard work from the Youth Advisory Group.
> Fairy Bell was again available on the 18 and 25 January on the Play Deck,
painting the faces of 56 children, including 12 from non-English speaking
backgrounds. This feedback is used as part of improving services for the Health
Network
> Rose Ward consumer engagement promotion and parent room audit with 12 families. Feedback gathered was used to develop norms for the parent room
> Allan has been advocating and promoting WCHN consumer engagement. He has
interviewed Dorothy Keefe Clinical Ambassador for Transforming Health on the
importance of Consumer Engagement as part of his role as Editor for MyPaGe, an
SA Health publication for young professionals.
> On 21 December Allan hosted a Consumer Engagement Training session with
15 midwives from Women’s and Babies Division. He met with the Interpreter
Coordinator to strengthen links, resulting in six new posters in multiple languages
promoting consumer engagement. Allan also has met with Country Health Local
Health Network Aboriginal Manager Kerri Reilly about strengthening links between
shared consumer groups.
For more information
Consumer and Community Engagement Unit Women’s and Children’s Health Network 72 King William Road North Adelaide SA 5006 Telephone: 8161 6935 Email: [email protected] www.wch.sa.gov.au
© Department for Health and Ageing, Government of South Australia. All rights reserved.
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Judith, Vikki, Sarah, Tanya and Lil participate in the first Consumer Feedback Improvement Group (Citizen Jury)
Youth Advisory Group Members Kyle completing Youth-Led Audit of Hospital School
Fairy Bell with some fresh faces and arms to paint while getting feedback from our young consumers.
Dr Michael Osborne, Vikki and Zoe filming for the new person and family centred care video