View
226
Download
2
Category
Preview:
Citation preview
Consumer and Community Engagement Unit Update
Issue 29 – November 2017
Consumer & Community Newsletter
Consumer and Community Engagement Unit
Involving consumers requires thinking about how consumers can
influence decisions for the Network. There are seven different roles
for consumer representatives:
1. Advisor or Reviewer - Inviting consumers to provide feedback on projects or health publications.
2. Advocate - Involving a consumer to use consumer voices to influence positive change.
3. Analyse - Working together with a consumer to critically review data sources and make recommendations.
4. Co-Leader or Leader - When a consumer is required to design projects, translate research, implement activities and/or evaluate initiatives with a sense of autonomy.
5. Educator - Involving a consumer in training, learning and capacity development of staff.
6. Expert - When a consumer is seen as holding knowledge that will contribute to final decisions.
7. Partner - Ensuring there are levels of shared-focus at all times of the decision making process.
These roles can be performed in meetings, as part of a committee, on Basecamp (WCHN Online
Consultation Space) and/or as part of project implementation.
Managers should be aware that when consumer representatives start in the Network they have
been appropriately oriented to their role. All Consumer Representatives who participate in the
Network have participated in half day orientation. The orientation checklist includes:
1. Signing the Consumer Representative Code of Conduct, Consumer Behaviour Agreement and
Consumer Confidentiality Agreement.
2. Being oriented to the website, Basecamp and reimbursement forms.
3. Obtaining a Consumer Representative WCHN identification badge.
4. Meeting with Executive Team.
5. Signing a SAPOL Clearance to work with children, young people and vulnerable adults.
6. Participating in fire safety, hand hygiene, child safe and Aboriginal cultural awareness training.
7. Being provided with a job description about their role, based on the seven descriptors.
When thinking about consumer engagement within the Network it is important for managers to
identify the role the consumer will play and should do this by liaising with the Consumer and
Community Engagement Unit. Many managers are surprised to discover units or wards are
participating in multiple forms of consumer engagement and the Director can point out peers who
can be consulted through the consumer involvement planning process.
This is the last newsletter for 2017, and what a year of triumph. With 61 days left this year, there
are still two events on the calendar. This month we celebrate, for the first time, World Kindness
Day and encourage you all to get involved on 13 November. On 21 December you are all invited
to the Consumer Engagement “end of year” reflections, please RSVP.
Allan J Ball
Director, Consumer and Community Engagement
Thank you Naomi
Naomi Dwyer, Chief Executive Officer, Women’s and Children’s Health Network (WCHN) will be
leaving on 24 November 2017 to commence the role of Chief Executive at the Sunshine Coast
Hospital and Health Service.
Since May 2014, Naomi has passionately advocated for and steered the direction for consumer
and community engagement in healthcare.
Her bold and brave vision to be a world leader in consumer and community engagement has
touched us all, and almost all of us engaging in the Network are stewards of this vision.
As we reflect on WCHN Consumer and Community Engagement, we owe a great debt of
gratitude to Naomi.
Through imagination and vision, one of Naomi’s lasting legacies will be her establishment of
consumer and community engagement.
We wish Naomi all the best for her future.
“Logic will get you from A to B, imagination will take you anywhere”, Albert Einstein.
NOTICEBOARD
Save these dates! November 2017 1 Clinical Safety and Quality Committee
6 Health Literacy Meeting 11am–12:30pm. WCH Campus.
7 Person and Family Centred Care Network 9am–11am. WCH Campus.
7 Consumer Surveying on experience 11am–1pm. Children’s Surgery
Wards, WCH Campus.
8 Cultural Roundtable 9:30am–11am. MYSA. Hindley
Street.
9 Roving Consumer Coffee Club WCH Campus. 10am–12pm.
13 World Kindness Day Celebration
13 Kindness Event on Play Deck, WCH
14 Consumer Surveying on experience 11am–1pm. Children’s Wards,
WCH Campus.
20 Youth Advisory Sub-Group 3:30pm–4:30pm. Allan’s Office,
WCH Campus.
21 Consumer Surveying on experience 11am–1pm. Women’s
Outpatients, WCH Campus.
22 Consumer Feedback Analysis 9:30am–10:30am. Allan’s Office,
WCH Campus.
23 Consumer Coffee Club
Café Leve 2, WCH Campus. All
welcome to attend. 10am–
11:30pm.
24 Consumer Training: Meeting Structure
Masterclass
10am–11am. Room 201. RSVP to
Allan.
24 SA Health Awards 5pm–9pm. Tickets $50. RSVP to
Allan..
28 Consumer Surveying on experience 11am–1pm. Allied Health, WCH
Campus.
Legend:
date for your calendar Consumer Governance Committee
an open event or invitation, requiring an RSVP
Consumer Engagement “end of year”
Reflections When: 10am-11am Thursday, 21 December 2017
Where: Women’s and Children’s Hospital
RSVP: By 5pm 14 December 2017 to sandy.keane@sa.gov.au
Family and friends welcome to join you.
EDUCATION & CAPACITY DEVELOPMENT
Meeting Structure: Masterclass
Provided by Director Consumer and Community Engagement, this is your chance to sharpen
your meeting performance skills and knowledge. For all new and existing consumer
representatives.
When: 10am-11am, Friday 24 November 2017
Where: Room 201, WCH Campus
RSVP: 20 November to Allan.
You will be reimbursed for your time attending this event.
Consumer Training Calendar 2017
Full 2017 training calendar is available on the web. Check it out.
Grand Rounds (Lecture series on innovation, health and
research)
All consumer representatives signed up to the database have access to the weekly Grand
Rounds.
A Grand Round is a lecture series that provides WCHN staff with education on a range of health
topics relating to our core business.
They are held every Wednesday in the WCH Queen Victoria Lecture Theatre from
12pm–1:30pm.
This is a voluntary task that consumer representatives can opt in to attending. Family and friends
are welcome to join you.
DATE TOPIC
1 CEO Grand Round: Australian College of Midwives speaker Kellie Anne
7 Aboriginal Family Health Research Partnership Launch of New Logo Grand Round
by Natalie Bauer
8 Special Lecture from the Robinson Institute with Peter Graham, University
Melbourne
15 “Injury Prevention” with A/Prof Warwick Teague, Trauma Director and Paediatric
Surgical Consultant, Royal Children’s Hospital Melbourne and “Injury Prevention
from a Kidsafe SA perspective” Holly Fitzgerald
29 Box Jellyfish, Toxinology Conference by Dr Julian White
BASECAMP NEWS
E-Book Club November 2017
Data Gathering, giving power to
patients an article from Precision
Medicine.
November 2017 Direct
Consultation
Drop the Jargon
Drop the Jargon is a campaign to learn
about the phrases, words and
sentences that need to be silenced in healthcare. On 22 September, you will be asked to
participate in a consultation that can be shared in social networks.
Consumer and Carer Engagement Space
Shared Decision Making quotes. The Network is seeking empowering quotes that reflect positive
experiences when you took control over goal-setting to be used in staff training. Please share and
inspire others on Basecamp this month.
Not a member of Basecamp?
Visit our website to learn how to get involved. Invitations are open to WCHN staff, consumers,
caregivers, family members and community members. To provide feedback to the survey without
signing up to Basecamp click here.
NEVER MISS OUT!
Join Basecamp for real-time access and updates from the Women’s and
Children’s Health Network 24/7.
We want to hear about your hospital experience
Please provide your letterbox feedback by
answering 3 questions at www.wch.sa.gov.au.
World Kindness Day
The date decreed for World Kindness Day is 13 November. This was
the opening day of the first World Kindness Movement® conference
held at Tokyo in 1998, and the 35th anniversary of the Small Kindness
Movement of Japan, which brought the signatories of the ‘declaration
of kindness’ of the World Kindness Movement together in 1997.
The purpose of World Kindness Day is to look beyond ourselves,
beyond the boundaries of our country, beyond our culture, our race, our religion; and realise we
are citizens of the world. As world citizens we have a commonality, and must realise that if
progress is to be made in human relations and endeavours, if we are to achieve the goal of
peaceful co-existence, we must focus on what we have in common. When we find likenesses we
begin to experience empathy, and in such a state we can fully relate to that person or those
people. While we may think of people from other cultures as being ‘different’ when we compare
them with our own customs and beliefs, it doesn’t mean that we are any better than they are.
When we become friends with someone from a different culture we discover that despite some
obvious differences, there are many similarities. Considering that kindness is also a part of the
Person and Family Centred Care Charter, as “Pillar 4” directs us to “be positive and kind”, the
Women’s and Children’s Health Network has organised a committee to plan celebrations and
activities to promote World Kindness Day in 2017.
On World Kindness Day the Network seeks to:
Unify our intentions around kindness.
Amplify kindness activities that already exist and make them bold.
Catalyse and increase engagement around initiatives that promote kindness.
Capture the movement by registering events.
Activities happening at the Women’s and Children’s Hospital (WCH):
Volunteer Guides to give out red heart stickers from the Kermode Street Foyer.
A giant love heart will be set up on the wall, in the Café on level 2, for staff, consumers,
volunteers, visitors and the community to publically declare their random acts of kindness.
A “Kindness Day” party will be held on the Play Deck. There will be Clown Doctors, face
painting and games to create a culture of kindness. Make sure you come down between
12–1pm. There will also be a wishing well for cash donations, as a way to pay it forward with
100% of the donations going to the Friends WCH Incorporated. Find out more about the
Friends online.
Why does Kindness matter to our Network?
Caring with kindness and person and family centred care are at the centre of our purpose. A
dignified and respectful provision of services is demonstrated when we treat each other with
compassion, positivity and kindness.
Pillar four of the WCHN Person and Family Centred Care Charter is composed of five actions to
help achieve our vision.
Be welcoming and keep consumer comfort a top priority.
Actively listen and ensure we understand the needs of the consumer.
Treat consumers in a calm and mindful manner.
Be considerate in our conversations with consumers and mindful of those who
can overhear discussions.
Smile.
But kindness extends beyond consumer engagement and touches all interactions, behaviours
and values that everyone in the organisation upholds. When kindness is done right, an exemplary
and socially just culture thrives.
Our vision for the day is shine a spotlight on the importance of giving, selflessness and
togetherness; principles that beat very strong in the organisation.
Our Symbol
The organisation will adopt the "heart" as a symbol of kindness. The heart symbolises our
combined love and creative spirit for the flow of energy that sustains us and our creative spirit are
different expressions of the same life sustaining force.
Celebration
Nisha is our 201st member on the Consumer Database
“I signed up to be a member because of the great work the
hospital offers and am so glad to be a member”.
Top 10 ways to engage SAPOL Police
Cadets in WCHN/Yarrow Place training
By Kyri Hamence
1. Planning - Planning the training for the Police Cadets is done
mainly by Yarrow Place staff. The Consumer Representative’s
role is telling the story of her sexual assault to the cadets so
they have a real life story to learn from and reflect on. Planning
includes brainstorming what the Consumer Representative’s
presentation will look like against the rest of the Yarrow Place
training, brainstorming what will be put into the presentation
and the outcomes for everyone involved. Yarrow Place’s goal
for including a real life story of sexual violence as part of the
Police Cadet’s training is for it to be beneficial to the cadets in a form of learning and
therapeutic to the Consumer Representative (survivor) in being able to tell her story without
shame.
2. Preparation - Creating the Powerpoint, cue cards and making sure all parts of the survivor’s
story can be understood easily. The preparation includes hours of deciding what will go into
the presentation and breaking down all parts of the real life story into smaller chunks.
3. Rehearsal and discussion - The first rehearsal of the Powerpoint is presented to the Yarrow
Place staff member that conducts the main part of the training. It is then edited, added to or
modified so that it marries to the goals for the final outcome.
4. Rehearsal and discussion - The second rehearsal of the finished Powerpoint was put before
the SAPOL Detective that investigated the sexual assault case that is being used as the
example for the Police Cadets.
5. Presentation - Presentation day at Fort Largs Police Academy. The Yarrow Place training is
broken down into three main parts. The first part of the training is run by a Yarrow Place staff
member and covers a number of topics about sexual assault. The second part of the training
is the Consumer Representative telling her own real life story of sexual assault. In the third
part of the training the Yarrow Place staff member takes the remaining time with the Police
Cadets to debrief about the real life story and answer questions they have that they may not
have felt comfortable to ask the survivor directly. The Consumer Representative’s presentation
is always videoed by her request and saved for personal purposes so it can be re-watched
and used as an aid to improve future training sessions.
6. Presentation (Engaging audience during presentation) - Engaging the Police Cadets into
the real life story is very important. The cadets are encouraged to ask questions and make
comments throughout the survivor’s presentation.
7. Presentation (FAQ) - The frequently asked questions and question time at the end of the
Consumer Representative’s story is a highly important time for the cadets as this allows them
to ask many questions they may have regarding what it is really like to report a sexual assault,
to go through the court process, healing, counselling services and so on. The cadets have
always asked extremely useful questions.
8. Feedback forms - At the end of the training session with Yarrow Place staff and WCHN
Consumer Representative the Police Cadets are asked to fill in feedback forms about the
training. These feedback forms are very useful to gauge how the real life story of sexual
assault impacted the way they view this section of their training, and how they will respond to
similar natured incidents when they graduate and become probationary Constables in the
field.
9. Discussing feedback forms - The Yarrow Place staff member and Consumer Representative
that run the training discuss the feedback forms and comments the Police Cadets have made.
The cadets display their understanding of sexual assault and myth based assumptions on a
scale from 1 – 5. At the end of the training, the majority of the Police Cadets have an
increased understanding of sexual assault by 2 or more points.
10. Updating presentation - Feedback and suggestions from the Police Cadets are taken into
serious consideration and the survivor’s presentation is improved accordingly. The FAQ slide
of the survivor’s Powerpoint is updated at the end of each training session to ensure that any
questions that are repeated by different groups of cadets are met with a useful and
knowledgeable answer. This allows time for the cadets to think of or ask the Consumer
Representative different questions so a more broad understanding can be gained.
CONSUMER GOVERNANCE UPDATES
Youth Advisory Group
On 9 October the Youth Advisory Group (YAG) held its quarterly meeting. The quarterly meeting
brings all members from across the state to the Women’s and Children’s Hospital for a three-hour
catch-up, consultative and collaborative experience.
The agenda for the October meeting included:
Working on a welcome to the Women’s and Children’s Hospital video for children and young
people to complement the welcome to the hospital written guidebook.
Beginning a 12 month quality improvement project to develop a youth volunteer framework for
the Network. Endorsing the literature review and recommendations for the child and youth
communication framework.
The YAG also heard from Lis Brittan, Manager WCHN Volunteers who will work with the group
over the next 12 months to establish a framework for youth volunteers within the Network. It will
be the first time the Network will have a formal approach to engaging young volunteers and the
YAG will be co-designing the framework.
One of the important discussions to emerge from the meeting was a deliberate discussion on
strengthening the voice of young parents. Emerging from the Young Parent think tank in
September, the YAG was a set of endorsed recommendations:
1. Include stories of young parents in the next edition of “Birthing Stories”.
2. Youth Advisory Group to allocate a position for a young parent on their board and to work with
Metropolitan Youth Health to fill this position.
3. Critical reflection to be used with staff who are partnering with young parents and utilised in
clinical debrief and supervision by management to ensure that self-bias, values and
judgements are not impacting on service provision.
4. WCHN Communication Team to look at the feasibility of designing a pro-active media
campaign in partnership with “Pregnancy to Parenting” and “My Realities” WCHN staff
members. The campaign captures 3-4 consumer stories, to be used in the staff newsletter to
raise awareness of the rights and issues relating to young parents. Communications Team to
also consider displaying positive imaginary of young parents in media campaigns for the
Network that are inclusive of men.
Quote of the day, in response to what a welcome to the WCH video should be like?
"It should be heartfelt!”
Kids Klub
On 13 October, 12 kids joined the Youth Advisory Group and Children’s University (Australia) to
listen to our kids on ways they would like health professionals to talk to them. Over the past
three months, University of Adelaide intern students have been working with the Network to
develop a child and youth communication framework. In September, a survey was distributed to
children and young people who have accessed our health services and in October the kids had a
chance to complete the public consultation phase.
After a warm up game, the kids were split into two groups to interpret their ideas of good and bad
communication through drawing. Their feedback is extremely valuable. Here are some examples:
Know the facts before you spill information.
Never be mean to other people.
Bad communication is when your parent and your doctor are talking about you and they don’t
include you. Also if there is something big, and your doctor just texts you about it.
Good communication is talking face to face and explaining everything clearly to the patient.
The Children's University engaged the kids for the second half of the morning by teaching them
some Chinese and Japanese writing.
Lots of fun was had by all. Well done everyone!
Child and Family Health Services (CaFHS)
By Tara Bridge, Consumer Chair
On 26 September, the CaFHS Consumer Committee held their quarterly meeting at the Women’s
and Children’s Hospital CH.
Joined by Tamara, Amy, Josephine, Cathy, Jay, Lana, Allan and myself, we welcomed our
newest member Nisha to the Committee. We also had guest speaker Gill Weston talk to us, and
update us, on the new proposed Model of Care, and how we can engage and get feedback from
consumers in the next phase of its roll out.
We had a full agenda which involved some real robust discussions. Some of the actions from the
meeting are:
Person and Family Centred Care Passion Projects by the Friends of the WCH Inc. The
Passions Projects are ideas and projects based and oriented around consumer care and
feedback. There are four $5000 grants up for grabs with one of the grants dedicated to a rural
based project. It was noted that as the CaFHS Consumer Committee, we are essentially the
steering group to come up with ideas for our entry into the Passion Projects. We had some
real ideas come from our group in response to this and now need to turn these great ideas into
a project pitch.
We have to start thinking of new ways to engage consumers for Aboriginal Communities, as
we are beginning to over use and fatigue the communities that we are currently using.
The group was updated on the CaFHS proposed Model of Care, and asked for ways in which
we can involve and work with vulnerable and Culturally and Linguistically Diverse (CALD)
communities, and how to better deliver the service to them. There was feedback and
consultation done with over 200 respondents, asking whether the focus of the model of care
was practiced in the service they delivered. There will also be attendance by CaFHS
Executive at staff meetings statewide in the coming weeks to get final feedback from staff in
regards to the proposed Model of Care.
The consumer listening post reports were distributed and will be available to all staff soon for
their feedback in regards to the findings in the report. We discussed ways to increase the
number of responses we get and how we can hear from more consumers, as most of CaFHS
work is done via home visits off site. We had many ideas and have taken the brainstorming
out of session, but have to find better ways to communicate and get feedback from the
consumers that don't come to a site for CaFHS care.
The CaFHS infographic sheet was provided for feedback and there was a great
discussion on some of the changes that could be made. We have been asked
to give more feedback out of session and Jay was given some written
feedback from the other members.
Options for other meetings. Cathy will distribute a survey to Committee members on what
times, days and frequency of the meetings would suit. We also talked about the option of
taking the meeting to Kadina as Bridget is unable to attend all meetings due to travel and time
constraints. This would also allow us to have a look at rural sites too. The idea was put
forward to attend some community expos as well, to allow more opportunities to meet
consumers, not only to add to our database, but also to spread the word about the changes
CaFHS are making to their service.
Another action was finding ways to engage more Dads to the service, with particular focus on
single Dads and the same sex community. This is due to the fact that CaFHS is looked at as a
predominately female based service and to start changing that stigma.
Following the meeting, there are a number of actions and brainstorming options. It was fantastic
to see so much passion for what we do at CaFHS. We look forward to having Nisha on board and
it was an absolute pleasure to meet her and work alongside her.
The next Committee meeting is scheduled for early November to discuss our pitch for the
Passion Projects, as the closing date for submissions is 22 November.
CONSUMER ENGAGMENT UPDATES
Child and Youth Communication Framework
By Amy and Moegi
An update about the child and youth consumer engagement investigation.
After a busy and very interesting first few months working alongside Allan and the Consumer
Engagement team, we are pleased with our progress to date and not surprised at the findings of
our research into engagement techniques with child and youth consumers of the WCHN.
Since first being invited to research the topic, Moegi and I have been conducting a combination of
secondary literature reviews, including a comparison of relative studies and methods used
successfully interstate and overseas, together with a primary survey created and delivered via
various WCH networks and aimed at 5-18-year old local consumers. Both methods investigate
qualitative and quantitative data, which consider potential positive and negative impacts of
various communication methods. As technology is a recurring theme among millennials today,
measures must be taken to ensure legitimacy, productivity and safety are encompassed by
organisations brave enough to move forward towards effectively bridging this communication gap.
Of the 77 consumer respondents to the survey and a written response from the WCH APY Lands
correspondent, we can acknowledge that Facebook was quoted as being an essential tool in not
only targeting the audience of this calibre, but enveloping secondary consumers such as diverse
networks of families and friends. We have been intrigued at not just how and why social media
and technology play such a vital role in keeping our kids and youth engaged, but the proven
effect that this empowerment offers to consumers and the positive community flow on such
measures have regarding; self-control, pain management and the reduction of mortality rates.
These changes were apparent not only locally, in high speed internet zones, but in regional and
remote areas too.
In Australia, 75 percent of youth over 12 years of age own a mobile phone followed closely by 67
percent of children aged 8-12. (Australian Broadcasting Commission 2017) Children 2-5 years of
age average spending 9 hours a week on a digital device, many on social media. While
accessing websites or data bases can promote a digital divide between the literate
and the illiterate, online communities such as Facebook and Twitter exemplify
opportunities for Government and private health spheres to present memes,
films, advertisements and competitions ensuring successful health efficacy.
Midwifery and Nursing Forum
On 26 September, Director Consumer and Community Engagement spoke to 122 Midwives and
Nurses, providing a 30-minute intensive lecture into the realities of the person and family centred
care charter. The lecture inspired by the four pillars of the charter, encouraged midwifery and
nursing staff members to further unify behind the behaviours outlined in the charter and
encouraged them to amplify actions towards meeting all 27 indicators of person and family
centred care. It allowed also for an intimate discussion on the new shared decision making guide
“Welcome to WCHN”, providing the mechanics of how to use the guide and best evidence to
promote it consumers and carers. Using consumer stories, the session touched on the
importance of empathic involvement in care and how when done right is the single most important
factor that contributes to consumer satisfaction levels. The session also allowed staff to quiz the
Director Consumer and Community Engagement and pause to celebrate the excellent work
conducted by them.
Carers Australia Conference
Carers Australia hosted the 7th International Carers Conference in Adelaide, South Australia,
from 4-6 October 2017 with Tahlia and Amelia representing the Network. The conference aimed
to re-imagine caring into the future, providing a catalyst for innovation and collaboration; sharing
improvements in the way we support unpaid carers, care-recipients, their families, networks and
communities. In addition to recognising and learning from past achievements, this conference will
focus on the future, the challenges and opportunities ahead, and showcase innovation in policy
and practice.
Amelia said it was an inspiring few days and learnt so much about carers rights that she will be
bringing back to the Youth Advisory Group for discussion.
Tara and Tanya from the Consumer and Community Partnering Council also represented the
Network, co-hosting a pop-up stall with consumers and carers from other Local Health Networks
across SA Health.
Tanya said that working on the SA Health booth was a really good opportunity to talk to the
diversity of carers not only in Adelaide but from around Australia. Sharing with other carers what
we have been doing inspired many of them.
Welcome to the WCHN booklet
A fabulous uptake in its first 30 days.
552 copies of the new ‘Welcome to the Women’s and
Children’s Health Network’ booklet have been handed out.
The booklet provides a one-stop information shop to support
you making healthcare decisions and choices.
The booklet is available for download from the website and
comes with a video, which was co-produced with consumers
Gabriel, Lana, Liam and Thomas.
You Said – We Listened – We Did
Consumer feedback over the last six months has
indicated that phone charging stations need to be
created, to support consumers and carers charge
phones whilst they are waiting. Phones are a
necessity in the modern world and help caregivers
stay connected with loved ones and provide some
technological distraction when in hospital. We
listened and with the support from the Friends of the
WCH Inc, the first phone charging station is now
available in our Paediatric Emergency Department.
Consumers scrub up for theatres tour
In late September, consumer representatives met
with Executive staff from the Surgical Services
Division to have a behind the scenes tour of the
operating theatres for children, youth and women at
the Women’s and Children’s Hospital.
The aim of the tour was to help consumers on our
peak consumer advisory group understand the
mechanics of daily health care provision in the
Network, to better inform their opinions.
This was the first time that such an intimate and
open tour was conducted in the spirit of person and
family centred care.
Cassie and Riley from the WCH Youth Advisory Group test the new free Mobile Phone Charging
Station, located in the Paediatric Emergency Department waiting room.
Tara Bridge (consumer representative), Lisa Oogjen (consumer representative), Jane
Jennings (Advanced Divisional Director – Nursing), Sina Amabili (Nursing Director –
Theatres) and Allan Ball (Director, Consumer and Community Engagement).
Best Practice Spotlight Organisation® update
In this edition, the BPSO® showcase Rose Ward, a medical and surgical unit that cares for
babies from birth to 12 months of age.
The Rose Ward team is committed to providing optimal care for babies and working in
partnership with consumers and their families. Rose Ward has two BPSO® Person and Family
Centred Care and Care Transitions Workshop Champions - Kristy Klomp and Nahtanha Turner.
BPSO® Champions are clinical leaders who role model a person and family centred care
approach with consumers, family/carers and staff.
What is Rose Ward doing?
Family Huddles – monthly meetings of a practical expression of family centred care and the
model is in line with the Person and Family Centred Care Charter at WCHN, supporting
collaboration communication with consumers
Parent Initiated Care plans – partnerships with consumers by asking “what is important to
you today?” and being given the opportunity to be involved in decision making in their own
baby’s care.
Neonatal Intensive Care Unit/Special Care Babies Unit transfer to Rose Ward process –
to ensure positive families experiences of their transition journey.
Person Centred Key Performance Indicators project – a collaboration with nurses and
consumers to facilitate person and family centred care. Data is collected including consumer’s
and families stories to inform improvements to care.
Person and Family Centred Care letter box – consumers feedback to support our
Organisation and Rose ward, one of the BPSO® data collection areas. The letter boxes were
designed by a local artist and funded through WCH Foundation in collaboration with
consumers and the Consumer and Community Engagement Unit.
Family Support Volunteers – a service for families if they choose to go off the ward or they
may not be able to come in everyday, so this enables somebody to be close to your baby.
They also provide support for family/carers with friendly conversations.
The difference these projects make to families, who appreciate and value the commitment to
person and family centre care.
Person and Family Centred Care Awards September Monthly Winner:
Cate Fanning – Midwife, Midwifery Group Practice
A key pillar of person and family centred care
is to treat consumers and their families with
dignity and respect. Working with and
advocating for consumers during stressful
procedures makes the consumer feel well
cared for and safe.
Cate received praises from consumers who
wanted to thank her for her support and care.
A consumer wrote “I recently gave birth to my
second child and this experience was 1000
times better than my first birth due to the
continued care with the same person – CATE!
Being AMAZING! Cate made me feel so much
better about giving birth and during was super
calming and professional while being
personable. Nothing was an issue for Cate
and all the time I felt in control of my own birth
experience”.
Cate is a perfect example of providing positive
engagement and ensuring that we continuously work in partnership with consumers;
promoting empowerment and shaping excellence in care.
Congratulations Cate! A very well deserved Monthly Winner.
September Person and Family Centred Care Award Recipients
Peter Lee – Antenatal and Gynocology
Deborah Tardrew – Special Care Baby Unit
Karen Tucker – Child and Family Health Service, Norwood
Tracey Wilkins – Torrens House
Cherith Frisby-Smith – Torrens House
Wendy Turner – Torrens House
Rochelle Sanders – Kate Hill Ward
Cate Fanning – Midwifery Group Practice
Averal Dunn – Midwifery Group Practice
Pauline Clune – Torrens House
Brad Allen – Torrens House
Torrens House
Cassia Ward
Emma Baker – Paediatric Emergency Department
Harvey Lewis – Paediatric Emergency Department
Katrina Clark – Paediatric Emergency Department
Monique Anninos – Paediatric Emergency Department
Malcolm Higgins – Paediatric Emergency Department
Amelia Plowman – Paediatric Emergency Department
Chris Sprod – Digital Media
Kathy Mattner – Postnatal Ward
Antenatal and Gynaecological Ward
Annabel Hobbs – Campbell Ward
Nicole Boyle – Campbell Ward
Adele Kroschel – Campbell Ward
Play Picnic Program – Psychological Medicine
SA Health Awards
Check out the latest information on the SA Health Awards finalists. The WCHN is well
represented with six finalists, including the Consumer Coffee Club, which is representing WCHN
for the fourth year in a row for the Consumer and Community Engagement Strategy.
Well Done to Tara and Sharon. Let’s get our frocks lined up!
Person and Family Centred Care WCHN Consumer Coffee Club
Finalist, Partnering with Consumers, Carers and Our Community
More than a chin-wag, the Person and Family Centred Care WCHN Consumer Coffee Club is a
fortnightly feedback experience. Gathering consumer feedback moves beyond the norm created
through surveys and transformed into a relational-based exchange aimed at understanding root
causes getting in the way of excellent care provision. A team of trained consumer representatives
with recent lived experience have actively engaged over 500 families in a 20-month period.
Team T cell
Finalist, Minister’s Innovation Award
Team T cell is developing new immunotherapies to treat cancer using the patient's own T cells,
and is developing new ways to deliver these therapies cost effectively. This innovative
translational research uses CAR-T cells that only recognise the cancer cells and destroy them,
while ignoring healthy tissues. This approach has the potential to drive cancer into permanent
remission and does not require chemotherapy.
Multi-disciplinary Surgical Team ‒ Criteria Led Discharge Project
Finalist, Enhancing Hospital Care
National benchmarking identified length of stay of patients with uncomplicated appendicitis at
WCH was longer than our peers. Criteria lead discharge (CLD) protocol with standard post-
operative management was developed. Adoption of the protocol resulted in reduced length of
stay by 30% with reduced inpatient costs via rationalised use of intravenous opioid analgesia and
post-operative antibiotics. A study was conducted which has been published in the RACS ANZ
Journal of Surgery.
Oncology Education Advisory Group
Finalist, Excellence in Non-Clinical Services
The Oncology Education Advisory Group is a multidisciplinary group. The aim of this group was
to review educational practices and services and to make recommendations and improvements to
the education services for children with cancer. Outcomes include an education pathway; school
visit program; cultural change around education; Oncology Education Planning Group (OEPG);
outpatient and inpatient education service; and streamlined accessible program and transition
between hospital, school and home.
Rebecca May
Finalist, Young Professional of the Year
Rebecca is a dedicated, hard-working RN with a passion for improving Neonatal Palliative Care
at WCH, particularly services and support for families in the Neonatal Nursery. She has made a
significant impact on the delivery of palliative care to neonates by driving the creation of a
dedicated space called the Mayfly room so experiences families have with their baby requiring
this specialised service at this difficult time is improved.
Translating the National Safety and Quality Health Standards into Practice using Online
Learning
Finalist, Improving Safety and Quality
The development and delivery of 22 online courses to support the implementation and application
of the National Standards to practice has improved the efficiency and access to quality learning
for all SA Health staff. SA Health staff have embraced the new learning opportunities and there
have been more than 160,000 course completions to date. Evaluation feedback has been
overwhelmingly positive highlighting how staff practice will change as a result.
Consumer rewind: A spotlight over the past 31 days Consumer and Community Engagement
Darlene and Debbie have been working with the Consumer Feedback Coordinator
reviewing the efficacy of the complaints process within the organisation.
Kids Klub gathered on 13 October.
66 parents and children have participated in the weekly consumer feedback survey.
An evaluation of the effectiveness of the See & Treat Service in Paediatric Emergency
Department commenced through an online survey.
32 parents accessed both the roving consumer coffee club and consumer coffee club in the
café.
Members from ELECT participated in the Festival of Now, an event that promotes mental
health and resiliency.
The Disability and Complex Care team, participated for the first time in the KYD-X (Kids
and Youth Disability Expo). Aimed at people under 25 years of age with a disability, families
and their carers; it allowed the community to become more informed of WCHN services.
Youth Advisory Group quarterly meeting occurred on 9 October, with 18 members present.
Consumer and Community Partnering Council gathered on 16 October with all
members present.
Director Consumer and Community Engagement met with Philippa Rokka from the Men B
Virtu study to provide consultancy on how to develop a student advisory group to support
engagement of young people through the next phase of the research trial.
Consumer chairs of the Consumer Governance Structure were able to provide input into
the design of the 2017 year in review document. A first draft was produced with 21 authors
contributing to the booklet.
Youth Advisory Group, sub-group met on 30 October and supported the development of a
Passion Project video script and continued writing the storyboard for the Welcome to the WCH
video.
34 WCHN staff and consumer members joined the Director Consumer and Community
Engagement to hear about the 2018 Passion Projects.
Teams from Paediatric Medicine and Child Adolescent Mental Health Services attended the
quarterly School Ambassador Program at Adelaide West Special Education Centre. It was
a different focus for the program, as they team learnt to use and communicate with children
and their families who require devices to talk.
Julie, Flinders University Masters Social Work student worked with Anita from the Clinical
Practice Development Unit to capture visual stories of person and family centred care
from women in Postnatal. The stories will be made into staff badges this month.
Education, Training and Development
Lily has been supporting the BPSO training with the Clinical Practice Unit.
An evaluation of the Person and Family Centred Care, Act Now Theatre training was
conducted. Evaluation write up is currently available on Basecamp.
Director Consumer and Community Engagement participated in a Social Work Student
Learning Circle Q&A panel for all WCHN social work students. There was a
focus on what does public engagement look like in a modern tertiary
healthcare organisation.
On 9 October, Executive Director Corporate Services, Mr. Phil Robinson; Deputy Executive
Director Medical Services, Dr James Rice, Co-Chair Person and Family Centred Care
Network Steering Group, Ms. Lily Griffin and Director of Paediatric trauma, Dr. Rebecca
Cooksey; delivered a 60 minute session at the Medical Grand Round introducing the
concept of Person and Family Centred Care. Lily spoke about the benefit to doctors of the
approach through a consumer lens whilst Dr Cooksey used it as an opportunity to promote the
benefits of using the charter to deliver quality improvements. Next steps were discussed,
including the organisational approach to Choosing Wisely, Passion Projects, Ask Me To
Explain Campaign and the Welcome to the Women’s and Children’s Health Network booklet.
Safety and Quality
Family Huddles continued with Rose, Antenatal Gynaecological, Newland/Kate Hill and
Michal Rice Centre all hosting a Family Huddle within the past 30 days.
Antenatal Gynaecological Ward completed a six week recruitment process for consumers
and carers to participate in a three month quality improvement project activity starting at the
end of November.
Child and Family Health Service (CaFHS) hosted their monthly Safety and Quality
Committee which actively engages consumers as standing members on the board.
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: Allan.Ball@sa.gov.au
www.wch.sa.gov.au
© Department for Health and Ageing, Government of South Australia. All rights reserved.
All information was accurate at the time of printing, dates and times may vary.
Recommended