Consumer and Community Engagement Summary 2017novita.portal.com.au/support/consumer/documents/... · Our achievements outlined in our 2017 review are the result of a well-coordinated,

Women’s and Children’s Health Network

Consumer and Community

EngagementSummary 2017

Women’s and Children’s Health Network, Consumer and Community Engagement Summary 2017, SA Health.

Acknowledgements

> Allan Ball

> Lindsey Gough

> Phil Robinson

> Penny Lello

> Jason Cutler

> Lily Griffin

> Tanya Cheeseman

> Tara Bridge

> Tracey Williams

> Laura Michelmore/Kristin Stone

> Susan Dyer

> Anita Minkus

> Julie McMahon

Contents

2-5 Addresses from the CEO WCHN, Co-Chair Consumer and Community Partnering Council, Executive Director Corporate Services and Director Consumer and Community Engagement

6 Consumer and Community Engagement Snapshot

11 WCHN Consumer Governance 2017

35 Consumer Feedback on Experience

40 Consumer Project Spotlight

46 Person and Family Centred Care Passion Projects 2017

52 Informing the Community

57 Reward and Recognition

61 2018 Forward

Consumer and Community Engagement Summary 2017Page 2

CEO AddressConsumer and community engagement is both a process and an outcome, and in 2017 the Consumer and Community Engagement Division for the Women’s and Children’s Health Network (WCHN) has again raised the bar. 161 days out of the past 366 has seen an activity, meeting, event or initiative unfold involving consumers, culminating in 2220 hours of direct service.

Some of the changes that have been witnessed in 2017 included:

> Divisions embedding the principles of consumer engagement

> A shift from having a burning agenda to do something with consumers to a considered strategic approach to embedding the consumer voice in all divisions

> Roll out of Family Huddles in three new wards at the hospital

> Procedure development for consumer and community engagement at WCHN

> 21 committees actively partnering with consumers.

In 2017, 68 out of 79 actions were completed from the Consumer and Community Engagement Plan and Responsiveness Strategy 2015-2018. Overall, our ability to collaborate and identify opportunities for strategic input has enabled the Network to lead the nation in consumer and community engagement.

In my first few weeks as CEO for the Health Network I have been astonished by the high-performing consumer and community engagement approach. The WCHN really means it “nothing about its consumers, without its consumers”

Congratulations to all those involved.

Lindsey Gough Chief Executive Officer Women’s and Children’s Health Network

Consumer and Community Engagement Summary 2017 Page 3

Co-Chair Consumer and Community Partnering CouncilWe are responsible for everything that happens in this world. We are warriors of light, and with the strength of our love and of our will we can change our destiny and that of many other people. - Paulo Coehlo

The above quote is the essence of the past 12 months at the Women’s and Children’s Healthl Network (WCHN). I have seen, heard and felt on the ground a commitment and shift in actions by our staff, volunteers, consumers and community that is changing the face of health care for all of us.

Our many achievements have included:

> Cultural Diversity Month and Person and Family Centred Care Week

> 145 children accessing Kids Klub;

– 67 consumers registered on a WCHN Consumer Governance Committee

– 4 Citizen Juries (covering topics from Smoke Free WCH to the role of social work)

> 203 registered consumers on the WCHN Consumer Register

– 86 Quality Improvements – 2220 Hours of direct consumer engagement – 4 Awards and 7 Finalists for Awards ie SA Health,

WCHN Service Excellence, Governors Multicultural Awards

– 4 School Ambassador Events – 3 new Family Huddles on hospital wards

Committee Representation has included:

> 2 Consumer Representatives on the peak Clinical Safety and Quality Committee

> 4 Consumer Chairs for consumer advisory boards

> 21 Additional committees with registered consumers

> 41 WCHN Committee Governance Meetings

To everyone who has contributed to this, I say thank you. I look forward to 2018 and stepping forward together to deliver the next phase of the plan.

Penny Lello Co-Chair Consumer and Community Partnering Council Women’s and Children’s Health Network


Executive Director, Corporate ServicesAs the Co-Chair of the Person and Family Centred Care Network Steering Group I oversaw the introduction of the inaugural person and family centred care awards where Joanna Pugliese was recognized as our first person and family centred care staff member of the year.

As executive lead for the Australian Safety and Quality Framework for Healthcare Standard 2: Partnering with Consumers I was thrilled to learn that two of the actions within the standard, 2.8.1 and 2.8.2 were recognized as being met with merit.

During National Youth Week it was a pleasure to have year 6 students shadow a number of our senior staff including myself in order that they gained an appreciation of all facets of the different roles it takes to run the hospital.

It was a pleasure to co-host with Dr James Rice, Deputy Director Medical Services and consumers a session on person and family centred care to clinicians at the Monday Medical Round. It was pleasing to see the level of interest and involvement of the clinicians and given the response another session is planned for 2018.

A key component of our person and family centred care approach has been a focus on cultural diversity. In 2017, WCHN held its inaugural cultural diversity expo on the Play Deck which was very well attended.

I am very proud of the work that our organisation has been undertaking in regard to person and family centred care which continues to grow and develop it seems each month with a very busy calendar of events, together with consumers now being involved in a large number of key decision making areas of our organisation.

It is with particular pride that I note the recognition from within the network, from the state and nationally for our approach to consumer and community engagement. The WCHN has won a number of awards in the past twelve months including the WCHN Service Excellence Awards for the Guide Team, School Ambassador Program and Consumer Coffee Club.

I would particularly like to thank all of our consumers and staff for the manner in which we have jointly embraced person and family centred care which I believe is now imbedded in our organisation. Special acknowledgement needs to go to Allan Ball, Director of Consumer and Community Engagement for his boundless energy, his strong philosophical commitment to this work and the innovative ways he has been able to engage and work with consumers of all ages. Allan was recognised nationally as Business Transformation Leader of the Year at this years Shared Services and Outsourcing Week.

Phil Robinson Executive Director Corporate Services Women’s and Children’s Health Network


Director, Consumer and Community EngagementWe don’t just succumb to partnerships, it requires deliberative action and commitment to build relationships with individuals and organisations with the goal of meaningful enhancement. We can never lose sight of why we engage diverse stakeholders and throughout the year there has been an incredible, collaborative commitment by an organisational village of “person and family centred care” agents; to ensure the spirit of

“all voices matter” thrived.

Our achievements outlined in our 2017 review are the result of a well-coordinated, matured and dedicated public participation system. 2017 exceeded many expectations and it is because of all the hard-working consumer and community members that this document is thick with achievement. As consumer and community representatives,

we continue to exceed expectations because we don’t lose sight of our collective purpose and continually reflect on what is really at stake. We have continued to mature and evolve of our engagement platform through partnership development and our combined efforts has dramatically transformed all facets of the organisation to partner with the community to achieve and sustain a person and family centred care service delivery approach.

Partnerships are vital to our role and I wanted to take this opportunity to thank our organisational partners in 2017 who have worked in harmony with the Women’s and Children’s Health Network to strengthen consumer and community engagement by partnering in projects or co-design including; the Department of Education and Children Services, Hospital School (particularly Margot Mignonne, Melanie Cooke and Sara Dennis), Multicultural Youth South Australia (particularly Tamara Stewart Jones and Mariloly Reyes Munoz), Health Consumers Alliance, Act Now Theatre Company, Bright Spark Entertainment, Multicultural Communities Council of South Australia, City of Tea Tree Gully (particularly Matthew Taylor), Women’s and Children’s Hospital Foundation, Arts in Health WCH (particularly Jill Newman), Mental Health Commission of South Australia, Children’s and Young Commissioner for Children and Young People South Australia, Women’s Healthcare Australasia, Children’s Healthcare Australasia, International Centre for Allied Health Evidence (particularly Deb Kay), Safety and Quality Branch of SA Health (particularly Pat Ranieri, Jessica Brown and Michelle McKinnon), Children’s University Australia (particularly Sally Owen), Carers Australia Incorporated, Friends WCH Incorporated, Adelaide City Council (particularly Amy Pokoney), Robinson Research Institution, University of Adelaide, Kid Safe South Australia Branch and Flinders University.

Allan BallDirector, Consumer and Community Engagement Women’s and Children’s Health Network


Consumer and Community Engagement Snapshot“Lets be movers and shapers, rather than users and choosers”


Consumer and Community Engagement Snapshot

Why is evaluation important? Evaluation allows the Network to reflect on what it is doing and to assess the effectiveness of our strategies, activities, events and ideas. Evaluation is a key step in any consumer and community activity. Evaluation improves the way our services are delivered as changes can impact on processes. When the Consumer and Community Engagement Unit evaluate activities, it takes an appreciative inquiry approach, which keeps our conversations solution-focused and respectful.

How does the Consumer and Community Engagement review and monitor performance and impact?The Unit monitors effectiveness through both qualitative and quantitative measures and evaluates every activity it conducts. Some methods used include:

> Counting the number of consumer representatives who attended meetings, activities or events.

> Calculating the number of hours spent on an activity.

> Collecting demographic information on visitors accessing the Women’s and Children’s Hospital (WCH) Information Booth.

> In support and debrief sessions, informal feedback is captured to make improvements with consumers and staff to modify programs during and after implementation.

> Use of online survey tools to gather formal feedback.

> Training surveys. Some of the evaluations use the Kilpatrick Model of Evaluation, which measures how well people understood what was going on before and after they attended training.

> Reviewing how many times a document has been downloaded.

> Requesting SA Health social media statistics to review how effective a Tweet or Facebook post has been to promote a message or special activity.

> Formal audits of quality improvements and environments evidenced by the Cultural Audit, Know Your Rights evaluation and Consumer Panel.


13 Consumer representatives participating in safety and quality boards

10 Training or orientation sessions

66/71Actions completed from the Consumer and Community Engagement Plan and Responsiveness

Strategy 2015-2018.

2Consumer

Representatives on the peak Clinical Safety and

Quality Committee

4Consumer Chairs

for consumer advisory boards

4 School Ambassador Events

2 Community Engagement Events Cultural Diversity Month, and Person and Family Centred Care Week

EIGHTCONSULTATIONS

NINECONFERENCE

APPEARANCES

1 Procedure development ‘Consumer and Community Engagement at WCHN’

41 WCHN Committee Governance

MEETINGS

CITIZEN JURIES421ADDITIONAL

Committees with registered consumers

67Consumers registered

on the WCHN Consumer Governance Committee

60 individuals holding these positions

Registered consumers on the WCHN

Consumer Register

203

WCHN Basecamp consultations30

Quality Improvements86

2220 HOURS of direct consumer

engagement

3 FINALISTS FOR AWARDS

4 AWARDS

3New family Huddles on hospital wards

145Children accessing Kids Klub

WCHN KIDS KLUB

What can we do as Consumers to advocate for strong evaluation? Consumers who are working across the Network are important advocates for reminding project managers

or committee administration that evaluation matters. A look at 2017 by numbers:

Consumer and Community Engagement Strategy and Responsiveness Plan In 2015–16 WCHN launched the Consumer and Community Engagement Strategy and Responsiveness Strategy 2015–2018 with 71 actions. The team behind the 2015 consultation process was a finalist in the SA Health Awards in the category “Building and Strengthening Partnerships”. Table 1.1 shows how the strategy has been implemented. If Consumer Engagement is like a road trip, our strategy provides the map to successfully navigate that journey. The 66 actions of the strategy frame the thinking and actions for the Network’s public participation approach.

WCHN Goverance StructureOur structure grew in profile and presence in 2017 to provide a system of reporting for the Family Huddles and divisional groups. In addition to the consumer governance committees, there were 21 other committees that involved members of community including:

> Community of Practice Maternity and Neonatal Health and Working Group

> Clinical Guidelines Committee for Community of Practice Maternity and Neonatal Health Working Group

> Community of Practice Child and Adolescent Health

> Trauma Informed Care Committee

> State-wide Paediatric Surgical Governance Model

> Breastfeeding Policy Committee

> WCH Outpatients Reform Committee

> Planned Home Birth Policy Committee

> Gynaecology Committee

> CaFHS Safety and Quality Committee

> SA Health Transforming Health Committee

> Volunteer Strategy Project Advisory Group

> Baby Friendly Health Initiative

> Disability Advisory Group

> Communicating for Safety

> Comprehensive Care Committee

> Challenging Behaviours Committee.

> MY Health Young Parenting Group

> Youth Cancer Voice

> Infection Control

> WCH Clinical Sustainment Committee

COMPLETED61 IN PROGRESS

LOADING...7 BEHIND1 NOT

STARTED2 =71 TOTAL ACTIONS

Consumer and Community Engagement Summary 2017

Page 9

WCHN Staff with consumers who have supported communities of practice, policy and procedural development in 2017


Consumer and Community Engagement Model Women’s and Children’s Health Network

WCHN Core Areas

> Women’s and Children’s Hospital

> Child and Adolescent Mental Health Services

> Child and Family Health Services

> Child Protection Service

> Children’s Disability Services

> Youth Health Services

> Women’s Health Services

> Yarrow Place Rape and Sexual Assault Service

> Aboriginal Health (children, teens, women and families)

> Person and Family Centred Care

Engagement Models

Across WCHN > Consumer Representatives (children, youth,

women and family)

> Consumer Governance Structure

> Consumer Feedback on Experience Framework

> Public Promotion Framework

> Safety, Quality and Infrastructure Committee

> Community events and Information Expos

> State-wide Communities of Practice

> School and University Engagement

> Baby Friendly Health Initiative

CAMHS ConsumerCommittee

CaFHS ConsumerCommittee

Health LiteracyCommittee

Person and FamilyCentre Care

Steering Committee

Consumer Feedback and Improvement

Committee (Citizen Jury)

Youth AdvisoryCommittee

Cultural RoundtableCommittee

WCHN Clinical Safety and Quality

Committee

Consumer and Community

Partnership CouncilSA Health

Strategic Executive

Governing Council

Kids KlubFamily Huddles &WCHN Consumer

Forums

Crowd Sourcing“Basecamp”

Governance Structure

www.ausgoal.gov.au/creative-common

© Department for Health and Ageing, Government of South Australia. May 2017. (Digital Media 6759)

Child & Youth Communication

Group

WCHN Clinical Safety and Quality

Committee

Communities of Practice

Consumer and Community Engagement Model


WCHN Consumer Governance 2017“Nothing about consumers, without consumers”


WCHN Consumer Governance 2017

Consumer and Community Partnering Committee (CCPC)The CCPC celebrated two years or operation in October 2018. Over the past 12 months the group grew its profile by raising awareness of its function to the wider WCHN community, expanding the consumer governance committees by two and influencing clinical and corporate decision making.

WCHN vision is “nothing about consumers, without consumers” with the CCPC responsible for ensuring that this happens in line with the six principles of consumer engagement. The group continued to have representation from Multicultural Youth South Australia, Friends of the WCH Incorporated, Department of Education and Child Development, and Health Consumers Alliance South Australia.

The group met six times and contributed to consultation in the following ways:

> Made 12 formal recommendations on behalf of the community on a diverse range of matters, including endorsement of the Person and Family Centred Care Awards, refurbishment of the Neurology waiting room based on the youth 15 Steps Audit feedback and development of a doggy comfort stop at the WCH.

> Provided input into the approach and participation in the WCHN Excellence in Care Matters consultation, Person and Family Centred Care Annual Evaluation, Child and Adolescent Mental Health Service (CAMHS) organisational restructure, Volunteer Engagement Strategy, Challenging Behaviours Campaign, Choosing Wisely shared decision making initiative, Aboriginal Health Plan and new version of National Health Safety and Quality Standards.

> Endorsed the WCHN Welcome Pack (Shared Decision Making Guide) and Volunteer Strategy 2017-2027.

> Received strategic and executive input through six CEO Reports.

> Contributed to the WCH Clinical Sustainment plan.

> Developed the WCHN Procedure for Consumer and Community Engagement.

> Consumer Representatives have been invited to participate in 10 conferences or training events including; Consumer Health Forum Colloquium in Canberra, Robinson Research Institute masterclass in consumer health engagement, Health Roundtable discussions, Australian Adolescent Association of Health in Sydney (also presented), Cultural Leadership Forum with the SA Health, Children Healthcare Australia Special Interest Group in Person and Family Centred Care webinars, The Mental Health Conference in Sydney and National Carers Conference in Adelaide.

> Met Standard 2.81 and 2.8.2 with Merit as part of the Periodic Review for the National Health Safety and Quality Standards.

> Expanded the consumer governance structure to include CAMHS and Child and Family Health Services (CaFHS).

> Finalist in two WCHN Service Excellence Awards and one SA Health Award.

> Winner of the Consumer and Community Engagement WCHN Service Excellence Awards for the Consumer Coffee Club. The Coffee Club was also a finalist for the 2017 SA Health Awards in the Consumer and Community Engagement category.

> Expanded the Consumer Feedback on Experience Framework to include a digital mailbox and trained three new consumer surveyors to support children, youth and parents to complete the survey on experience.

> Evaluated 24 months of consumer and community engagement by engaging 56 consumer representatives and crafting a 14-point action plan to enhance the consumer representation experience.

> Supported 10 training sessions for consumer representatives.

> 10 consumer newsletters provided timely updates on consumer related activities and initiatives, whilst keeping the wider community informed of participation opportunities.

> Monitored compliance and advancing directives from the WCHN Public Promotion Framework.

> 17 new consumer representatives were formally oriented, with membership on the database growing to 203 representatives.

> Capital and Minor work consultations including Kate Hill Parent Room and Medical Day Unit.

> Campfire was held to support community members on a committee outside of the WCHN Consumer Governance Structure to evaluate enablers and barriers to engagement.


> Partnered with Adelaide University to provide two students an internship to support the development of a child and youth engagement framework for 2018. Partnered with Flinders University to provide a 500 hour placement for a Masters Social Work student.

> The Director Consumer and Community Engagement was recognised by the Shared Service and Outsourcing Network (Australia) as Business Transformation Leader of Year for the work coordinated to enhance consumer voice in healthcare.

> The Director Consumer and Community Engagement was recognised by the Australian Association Social Work as the 2017 Social Worker Leader of the Year for his work in transforming the power of the community in healthcare decision-making.

With training and development a considerable part of the WCHN consumer engagement agenda, underpinned by the Consumer Engagement Learning Framework, the following activities directly involved consumers educating staff or health stakeholders:

> Participated in six Corporate Orientation Sessions promoting consumer and community engagement principles.

> Children and young people designed a shared decision acronym and communication plan.

> Cultural Diversity Month Ground Round Lecture.

> Cultural Diversity Month “Pop-Up” Community Expo.

> Person and Family Centred Care Week Ground Round Lecture.

> Medical Ground Round Lecture.

> Nursing and Midwifery Staff Lecture and video.

> Two interactive theatre workshops held, involving 48 staff champions from all disciplines including administrative, nursing, midwifery and medical. Staff were highly engaged and applauded the use of technology and theatre in lieu of traditional modes of training.

> Co-Lead training for staff for the Better Practice Spotlight Organisation Training Module.

> Co-Lead training in Metropolitan Youth Health, Women’s Health Service and Yarrow Place using consumer story.

> Developed and produced five welcome to Paediatric Emergency Department videos, two welcome to surgical service videos, Person and Family Centred Care Award , Shared Decision Making booklet and T.U.N.E web video.

> Nine articles written, including Top 10 lists for the WCHN Consumer and Community Engagement Newsletter.

> Six Podcasts created and uploaded to the WCH web, promoting consumer stories.

Scholarship Professional Certificate Healthcare Consumer and Community EngagementThe 2017 recipient of a scholarship to obtain the professional certificate in Healthcare Consumer and Community Engagement was Lily Griffin (chair of the Person and Family Centred Care Network Steering Group). Lily has written a literature review, analysing strategies for Effectively Engaging Youth Consumers in Health, which will inform a child and youth engagement framework for 2018.

WCHN Excellence in Care Matters consultation and strategy developmentThe Safety and Quality Unit, under the project management of the Quality Improvement Consultant, moved to shape an excellence in care framework for the WCHN built from views from staff, consumers, carers and community. A working group was established in mid 2017, to support the staff and community consultation in an endeavour to explore beliefs on the elements that make up the concept of “excellent care”. Consumer Representatives joined staff in making video vignettes to support the consultation, the Youth Advisory Group and Kids Klub designed artwork depicting what does excellent care look, sound and feel like and women were supported by a consumer representatives to share their stories through artwork for the same purpose. Over 1000 pieces of feedback were received online and posted as part of the “street-style” time tunnel in the café of the Women’s and Children’s Hospital. In 2018, a Strategic Vision will be established with ongoing input from consumers, carers and the community. The youth, children and women’s artwork has been framed and is on display in key meeting rooms across the organisation and agendas of key organisation meetings will showcase responses from the consumer; both acting as reminders of the importance of the consumer at the centre of care.

http://wch.sa.gov.au/support/consumer/consumer_stories.html


Penny Co-Chair and her son, Oskar, filming for the Excellence in Care Matters consultation in 2017

Response to Consumer and Community Engagement Strategy and Responsiveness Plan 2015-2018

CONSUMER AND COMMUNITY PARTNERING COMMITTEE

COMPLETED1.1.1, 1.3.3, 1.3.4, 1.5.1, 1.5.2, 1.5.3, 1.5.5, 1.5.6, 2.2.2, 2.2.3, 2.3.1, 2.3.2, 3.1.1, 3.2.1, 3.3.6, 3.4.2, 3.4.4, 3.4.7, 3.6.1, 4.3.1, 4.6.2, 5.1.1

ACTIONS REMAINING

3.3.7, 4.1.6

2018 FOCUS

> Symposium of what has been achieved in the past three years.

> Evaluation of Consumer and Community Engagement Strategy and Responsiveness Plan 2015-2018.

> Developing a 2019-2024 Consumer and Community Engagement Strategy.

> Reviewing the Healthcare Rights Procedure.

> Monitoring patient demographic trail from SA Health.

> Consultation to divisions on consumer experience framework.

> To have an open Governing Council Meeting in 2018.

> To have one Consumer and Community Partnering Council meeting in a community site.

> Implement recommendations from the 2017 Person and Family Centred Care report card.

> Continue consultations on the clinical sustainment of the WCH site, new Women’s Adelaide Hospital and plan for Children’s Hospital.

> Develop 2018 Random Act of Kindness Day.

STATUS 90%


Members of the Youth Advisory Group with the SA Child and Youth Commissioner, Helen Connolley

Youth Advisory Committee (GROUP) (YAG)The Youth Advisory Group (YAG) matured greatly over the past 12 months accomplishing a diverse range of activities, events and consultations enhancing the child and youth voice. YAG acknowledges that many children and young people who come into hospital or access a health service are scared, confused or anxious. It is their role to be the voice of these children and young people and to remind decision-makers of being child and youth centric. YAG engaged 21 members in the past 12 months and welcomed five new members to the team, and continued a strong partnership with Team Kids and Hospital School. The group met four times and contributed to initiatives and consultations in the following ways:

> Hosted the inaugural Youth Health Conference in February 2017, in partnership with Team Kids, KidSafe, Hospital School, Act NOW and Brightspark Entertainment.

> Introduced “Kid Job Shadowing” in partnership with Children’s University as part of National Youth Week.

> Developed a pledge for staff known as “T.U.N.E” and correlating video.

> Conducted two 15-Step Audits (Neurology Clinic Waiting Room and Play Deck at the WCH Campus).

> One of the first youth groups in South Australia to meet with the new Child and Youth Commissioner.

> Coordinated four school visits as part of the School Ambassador Program.

> Coordinated five Kids Klubs, engaging 145 children from across South Australia.

> Consulted on the development of a Paediatric Passport for children and young people who access the WCH Paediatric Emergency Department; worked with SA Health to provide advice on the Challenging Behaviours Campaign for young people; input into the development of the Mental Health Commission Mental Health Charter; co-designed events for Cultural Diversity Month and Person and Family Centred Care Week; advised KidSafe on button battery marketing campaign; input into the WCHN Volunteer Strategy; and worked with CAMHS staff to ensure young people are part of care-planning

and Audiology unit to ensure that young people with hearing impairment can still make decisions.

> Continued to work with Adelaide University and affiliates to steer the design and implementation of the “Be Part of IT” Meningococcal B VIRTU research.

> Presented the process for design and development of the Youth Guide to Places and Spaces at the Australian Association Adolescent Health in Sydney.

> Prompted an enquiry into the experience of youth parents and co-designed the young parent think-tank, which resulted in four recommendations to enhance the voice of young parents in WCHN.

> Introduced a monthly communications sub-group as a way of managing a high volume of requests for consultation from external stakeholders.

> Co-designed the WCHN Consumer Orientation Guide.

> Worked on a number of social media, marketing and media campaigns for the Network inclusive of authoring posts for SA Health Facebook, participating in Facebook videos, WCHN web instructional videos and articles for the WCHN Consumer and Community Engagement Newsletter.

> Supported consumer feedback to advocate for a phone charging station in the WCH Paediatric Emergency Department.

> Worked in partnership with Multicultural Youth South Australia, Hospital School, Team Kids and Friends of the WCH Incorporated.


School Ambassador ProgramAs part of the School Ambassador Program, 440 student (including 56 Aboriginal and 121 migrant, new arrival or refugee students) engaged in four sessions provided in partnership with the Hospital School. The schools involved were:

> St Mary’s Primary School Glenelg

> East Para Primary School

> Lake Windermere Primary School

> Adelaide West Special School.

Teams from the WCH Paediatric Emergency Department, Surgical Services and CAMHS provided information on kid safety messages, keeping physically and mentally safe, and information relating to WCHN services. School students were also consulted on three topics throughout the year, including:

> Youth Health Pledge, how should doctors and nurses talk to you

> What does a smoke-free health campus look and sound like

> Children and youth volunteering.

Schools adopted long-term projects around helmet safety following presentations by hospital staff. Cassandra, a year 7 student commented “I did not know as much about going to the hospital when I was sick as I do now. I really like how I saw how “silver film” works for burns and will tell my friends that helmets are not only for use with bikes”.

Kids Klub145 children participated in five sessions over the year in partnership with Children’s University South Australia. Kids Klub is aimed at children under the age of 12 and their families, to provide comment on a range of decisions within WCHN whilst learning about how the organisation operate. Activities and consultations included:

> Two tours of the WCH Campus

> What does good doctor / nurse communication look and sound like

> What does excellent care look, sound and feel like

> Kids shadowing senior management and executive staff members.

Kids Klub and YAG members Kids Klub and Youth Advisory Group members filming for the Paediatric Passport Videos


Kids Job ShadowingThe work shadowing allowed children to train staff whilst understanding some of the critical roles, outside of medical and nursing, within a hospital and health network. 42 nominations were received to participate in the job shadowing, with eight children being selected to observe staff. The children were provided with a role description for each of the staff roles, which were written by the support of the Youth Advisory Group. They had to apply for the position and sit for an interview. The staff involved included:

> Chief Executive Officer

> Chief Operations Officer

> Executive Director, Corporate Services

> Executive Lead, Allied Health

> Director, Consumer and Community Engagement

> Manager, WCHN Volunteers

> Manager, Engineering

> Manager, Media and Communications.

Students started with an orientation session by the Director, Consumer and Community Engagement. A group photo was taken before the children, their adult guardians and WCHN staff continued with their daily meetings. The children were expected to ask questions of the staff whilst reminding staff of the importance of good literacy skills, particularly in health, when describing complex concepts. Some of the experiences the children witnessed included:

> A planning meeting for new marketing material for young children in the Paediatric Emergency Department

> A press conference

> Emergency Management meeting

> Aboriginal Allied Health meeting

> Leadership walk around

> Volunteer orientation process for new adult volunteers

Naomi Dwyer, Former Chief Executive Officer commented “I was joined by Courtney, a Grade 7 student, and had the pleasure of introducing her to our April Performance Meeting, where we discussed a range of issues from safety and quality, workforce and finance, and other outcomes that we are accountable for providing to Government and our wider community. I suspect many of the other students perhaps had ‘more exciting’ shadowing opportunities than Courtney, having been paired with areas like Media and Engineering, but overall the feedback from the teachers and the students about this initiative has been very positive. It was a great opportunity to see how our world is reflected in the eyes of the young people who represent a core part of our consumer stakeholder group. Thank you to all the WCHN staff who participated in this initiative”.

The child observing our Manager, Media and Communications commented “I liked watching the press conference and seeing how news stories are put together. The experience did meet my expectations. I just wish I could’ve seen more of what happens on a daily basis. Overall the experience was valuable and it has helped me into maybe being a journalist”.

Paediatric Emergency Department Trauma Nurse, Jackie Winters with students in year 6 and 7 from Lake Windermere Primary School


WCHN Executive and management staff with teachers, students and staff from Children’s University for the inaugural Kids Job Shadowing event


YOUTH ADVISORY COMMITTEE

COMPLETED

STATUS 100%

3.4.6 & 3.4.7 ACTIONS REMAINING

None remaining

2018 FOCUS > Evaluation of Youth Guide to Places and Spaces

> Welcome to the Hospital Video

> Rights and Responsibilities Video

> 15 Steps Audit (Community Waiting Room)

> 2019-2024 Consumer and Community Engagement Plan

> 2019 Health Conference Planning

> Team Kids and Arts in Health initiatives

> 2 x 15 Steps Audits

> Evaluation of youth communications sub-group

> Hosted four Kids Klubs

> Write a top 10 list how doctors can tune into kids and kids can tune into doctors

> Development Youth Volunteer Framework for WCHN

> Launch Children and Youth Communications Framework

> Development of four Case Studies “What does shared decision making look like for young people”

> Kids Job Shadowing 2018


Person and Family Centred Care Network Steering CommitteeThe Person and Family Centred Care Network Steering Committee (PFCCNSC) meets quarterly to monitor the progression of one of six key principles of the Consumer and Community Engagement Strategy and Responsiveness Plan 2015 –2018. In addition, a number of specific project groups meet between the quarterly PFCCNSC meetings.

Our meetings are structured around the Person and Family Centred Care Work Plan and small break-out groups to perform deep dive into critical areas. Some of the critical conversations have involved looking at literature like

“Choosing Wisely” and “Informed Consent Principles and procedures”. Others have been targeted to focus on key project outcomes “Development of a Paediatric Passport”, “Responding to Person and Family Centred Care: Annual Report” and “12 month Guide Team Evaluation”. The group met four times and contributed to initiatives and consultations in the following ways:

> Annual review of the Person and Family Centred Care Charter.

> Implemented the Person and Family Centred Care Awards system inclusive of a communications campaign.

> Evaluated the effectiveness of the WCH Guide Team over the past 12 months.

> Continued to align critical approaches and frameworks.

> Designed and implemented the inaugural Clinical Forum on person and family centred care as part of a Medical Grand Round.

> Adopted a strategy to support divisional quality improvements. This has resulted in the development of the Paediatric Passport campaign.

> Successfully rolled out the inaugural Person and Family Centred Care Passion Projects.

> Kate Hill and Campbell Wards from Surgical Services Division and Antenatal Gynaecological Ward from Women’s and Babies Division introduced the Family Huddle model.

> 30 Basecamp consultations were registered, which was nine more than the previous year.

> As part of the roll out of the Person and Family Centred Care Charter, consumer representatives have been part of staff selection panels, including Paediatric Medicine Divisional Directors, Executive Director People and Culture, and Director Child and Family Health Services.

> Continued uptake and performance against the SA Health Policy for Consumer and Community Engagement.

> Shared Decision Making gap analysis.

> Literature review into consumer-led discharge practice and communication practice within a children’s emergency department.

> Preparation for new version of Standard 2 including a gap analysis.

> Development of Volunteer Strategy 2017-2027.

> Launched the inaugural World Kindness Day to promote the four pillars of the Person and Family Centred Care Charter.

> Incorporated the orientation of Person and Family Centred Care Charter into foundational course for CAMHS, simulated learning course for clinicians, added to the guidebooks for Trainee Medical Officers and nursing/midwifery students and featured in corporate orientation.

Lily Griffin, Co-Chair PFCCNSG presenting to WCHN staff the pillars of Person and Family Centred Care


2017 Person and Family Centred Care Week12 months ago the organisation celebrated the launch of the inaugural Person and Family Centred Care Week. From 18-22 September 2017 we celebrated Person and Family Centred Care Week with events and activities. There were workshops for staff, an evaluation of WCHN’s approach to person and family centred care, and launches of health literacy documents and Volunteer Strategy 2017-2027. Throughout the week the Friends of the WCH Inc. and the WCH Volunteer Guides participated in random acts of kindness.

Person and Family Centred Care Showcase90 staff, consumer representatives, consumers and volunteers gathered for the showcase, celebrating person and family centred care.

Director, Consumer and Community Engagement opened the showcase with a snapshot of consumer led initiatives and staff achievements within the past 12 months. Focus was also on the maturing of the Consumer and Community Engagement Plan and Responsiveness Strategy 2015-2018 and achieving an additional 8 completed actions from the 71 actions outlined in the plan.

Some achievements that reflect how consumer and community engagement has matured in the past 12 months include:

> Evaluating effectiveness, as evidenced through five formal evaluations:

– effectiveness of the WCH Guide Team in the Kermode Street Foyer – 12 month evaluation on the strength of person and family centred care – two consumer representation evaluations – roll out of the Know Your Rights poster, colouring book, emoji postcard and top 10 language brochures – School Ambassador Program

> Real-time consumer engagement, with a focus on building membership on Basecamp and setting a KPI of at least daily updates on Basecamp during the week. Currently we are 88% of the way there.

> The role of the consumer representative through in-depth masterclasses to develop skill-sets, exposure to conferences and workshops and support with attaining the professional certificate in health consumer and community engagement.

> 79 quality improvement projects across WCHN are based on consumer feedback and involving consumers in either the design, co-design or leadership position of these projects. This is an increase from 49 projects in 2016.

The showcase was also an opportunity for the 2017 Person and Family Centred Care Passion Project winners to share outcomes from their projects, with 177 consumers directly involved in the creation of four winning projects include:

> A podcast of 12 mothers birthing experiences

> Online video introducing children to the surgical services within the hospital

> New tablet equipment to support counselling sessions in Northern CAMHS

> Introduction of an antenatal parent support program for families in the Riverland district.

The five minute presentations spoke to outcomes and what it was like to work with consumers. Annette Sargent, Nurse from the Berri Child and Family Health Services team commented on her project “The main area addressed was for consumers and caregivers to have a voice in what they wanted from us within our service. This was very successful as clients were keen to engage with completion of the audits and attendance at our pilot group. Purchased resources for use in the group were also well received such as the Glider Rockers, Safe Sleep DVD, magnets, dolls and wraps” and added “it was fantastic to base the project on feedback we had received from our mums and dads and even better feeling to be able to translate their feedback into a real project”. Friends of the WCH Incorporated announced that they will be funding the 2018 Person and Family Centred Care Passion Projects.

The final part of the showcase was celebrating the achievements of staff who were recognised by consumers, carers or their peers for outstanding achievements against the WCHN Person and Family Centred Care Charter. The Director, Consumer and Community Engagement said “the awards are a way to shine the spotlight on those staff members who live and breathe the spirit of person and family centred care.”


We recognised the 2017 monthly winners and also crowned the inaugural Person and Family Centred Care staff member of the year. Joanna Pugliese - Play Therapist, Paediatric Outpatients was named the staff member of the year, with the most nominations throughout the year by our consumers and carers. In partnership with Multicultural Youth South Australia, Jo and 18 of her colleagues will receive a high tea.

177 consumers were involved in the Passion Projects consultation phase, 45 helped co-design or implement the passion projects and in the next 12 months it is anticipated that 10,000 consumers will benefit from the quality improvements.

Inaugural Person and Family Centred Care Staff member of the YearJoanna (Jo) Pugliese - Play Therapist, Paediatric Outpatients

Our four pillars of person and family centred care; particularly treating consumer and their family with dignity and respect and being positive and kind; featured in numerous nominations for our winner. Jo has demonstrated a consistent ability to exceed consumer expectation by providing a fun and positive service and supporting our youngest consumers to alleviate some of their treatment / illness related anxiety through play. In February, Jo was recognised as the monthly winner, with one consumer writing “My younger granddaughter has some behavioural problems and these were handled with respect, kindness, patience and appropriate firmness. She was redirected to other activities if necessary”. Positive consumer engagement is about ensuring that we continuously work in partnership with our consumers; promoting empowerment and shaping excellence in care.

Joanna Pugliese, Inaugural Person and Family Centred Care Staff member of the Year


Person and Family Centred Care training sessionsFifty six staff, volunteers, students and consumer representatives joined the Director, Consumer and Community Engagement, Consumer Co-chair Person and Family Centred Care Steering Group and Act NOW team for the third installation of the person and family centred care theatre experience. For those not familiar with the experience; actors depict three consumer stories as members in the audience participate through virtual and in-real-life communication.

The aim of the sessions is to sensitively use consumer stories to promote the four pillars of person and family centred care. Two groups of around 30 staff were invited to participate in 90-minute targeted sessions.

“I did not know what to expect and it soon became apparent that this was not like any other training I had been to before. I came out with a true understanding of why the four pillars matter and some ideas that I can quickly adopt in my community service”. (Community staff member)

“It was a unique experience; engaging, riveting and informative. I will apply what I have been taught today with my placement observations. This has made a difference”. (Social Work, Student).

The intensive yet interactive sessions bolster the spirit of person and family centred care and unapologetically display consumer stories to shift mindsets.

Volunteer Strategy LaunchAround 80 staff gathered on the Play Deck on 18 September 2017 to launch, with fanfare, the Volunteer Strategy 2017-2027. The strategy is a combination of nine months enjoyable-labour by a dedicated group of staff, consumers, community stakeholders and volunteers. The strategy formally recognises the organisational approach to volunteer service provision, vision and strategic intent for the next 10 years.

Key outcomes from the strategy are:

> Alignment with the Person and Family Centred Care Charter

> A framework for youth volunteer engagement

> Establishing a Volunteer Advisory Group to support governance.

The launch was a wonderland of fun, with games, photo booth, speeches, ukuleles, music and Dorothy the Dinosaur and more. The CEO and Executive joined with staff, consumers, volunteers and the community to learn about the strategic intent of the new strategic approach.

Person and Family Centred Care, Monthly awards


Flinders University students, consumers, community stakeholders and Director Consumer and Community Engagement at the 2017 audit into Person and Family Centred Care.

Best Practice Spotlight Organisation®

In December 2015 the WCHN successfully applied to become a BPSO®. The Government of South Australia and the Australian Nursing & Midwifery Federation SA Branch (ANMF) are assisting the Women’s and Children’s Health Network (WCHN) to promote the implementation of the Best Practice Guidelines, to facilitate knowledge transfer, provide links to global BPSOs®, and assist with evaluation activities. ANMF is the Australian host for the Registered Nurses Association of Ontario (RNAO) BPSO® Program. One of the focus area is on Person and Family Centred Care. In 2017 the following milestones have been reached;

> Person and Family centred care and Care Transitions Champions Workshop – Ten held in 2017

> Consumer Representative feedback after attending the BPSO® Champions Workshop in June

> Consumer Representative co-presented in August and November at the BPSO® Champions Workshops

> Aboriginal Health educator co-presented in August at the BPSO® Champions Workshops

> Consumer Letterbox Survey focus in the six BPSO® data collection wards, including auditing of the letterbox, latest version of survey forms available, QR code cards available in the ward and included in the promotion A3 and A2 colour laminated poster saying “Have your say”


The Person Centred Key Performance Indicator (KPI) Project (previously known as PINS)

The Person Centred KPI Project is being taken up by areas in the WCHN as a way to measure and deliver person centred nursing/midwifery care to patients and families. This is based on research that produced 8 Key Performance Indicators that measure how person centred the nursing/midwifery care is. The 8 KPI’s include:

1. Consistent delivery of nursing/midwifery care against identified need.

2. Patient’s confidence in the knowledge and skills of the nurse/midwife.

3. Patient’s sense of safety whilst under the care of the nurse/midwife.

4. Patient involvement in decisions made about their nursing/ midwifery care.

5. Time spent by nurse/midwife with the patient.

6. Respect from the nurse/midwife for patient’s (and families) preference and choice.

7. Nurse/Midwife’s support for patients to care for themselves, where appropriate.

8. Nurse/Midwife’s understanding of what is important to the patient.

The KPI’s have been tested across adult and paediatric settings. Ward teams are orientated to the process and with Human Research and Ethics Committee approval the following data is collected:

> patient and family stories

> surveys

> observation of time spent by nurses/midwives with patients

> medical record audit

The data is fed back to the staff in a report which includes quantitative and qualitative data. Based on the feedback in the report, the ward team devise an Action Plan to improve care and once the changes are implemented, they are audited and within 9 – 12 months the cycle is repeated. The aim is for each clinical area to have one Person centred KPI cycle per year.

Seven clinical areas have participated in the Person Centred KPI cycles to date:

Ward Area Cycles

Cassia 4

Postnatal 2

Newland 2

Adolescent 2

Rose 1

Medical Short Stay Ward 1

PICU 1



PERSON AND FAMILY CENTRED CARE NETWORK STEERING COMMITTEE

COMPLETED1.1.2, 1.1.3, 1.1.4, 1.1.5, 1.2.1, 1.3.2, 1.4.1, 1.4.2, 1.5.4, 3.2.1, 3.2.2, 3.2.3, 3.2.4, 3.2.5, 3.2.6, 3.3.1, 3.3.2, 3.3.3, 3.3.4, 3.4.7, 3.3.5, 3.3.8, 3.4.1, 3.4.3, 4.1.1, 4.2.2, 4.2.3, 4.2.5, 5.2.2, 5.3.2, 5.4.2

ACTIONS REMAINING

1.2.2, 1.3.1, 2.3.4, 4.2.1

2018 FOCUS

> Know Your Rights Listening Posts using Fabio the Frog

> Monitoring Volunteer Strategy 2017-2027

> Micro-level service improvements around the tenets of the four pillars.

> 2018 Person and Family Centred Care Week

> Roll out 2018 Person and Family Centred Care Passion Projects.

> WCHN Aboriginal Health Plan.

> Embedding consumer representation into simulation capacity building sessions within the hospital, to remind staff of the importance of shared decision-making.

> 2019-2024 Consumer and Community Engagement Plan

> Consultation on BPSO initiatives and progression

> Gap Analysis and preparation on actions relating to Standard 2 National Safety and Quality Health Standards

STATUS 75%

Consumer Feedback on Experience Listening Posts on Postnatal Ward


Consumer Feedback and Improvement Committee (Citizen Jury)The Citizen Jury met four times over the year and reviewed the following cases on behalf of the community:

> Smoking outside of WCH Campus South Australia prohibits smoking in outside areas where there is dining, yet there is no restriction on smoking outside the Women’s and Children’s Hospital. Many children, including those with respiratory disease, walk through a haze of cigarette smoke to receive clinical care. This is unacceptable in a modern health environment. What can the WCHN do to stop this?

> Choosing Wisely report and framework. What is WCHN doing about supporting wise choices as part of their care delivery? How can we promote better conversations and choices about the appropriate use of medical tests, treatments and procedures? How can we improve health literacy about choosing wisely in this space? What do conversations about choice look like and sound like in these WCH environments?

> Visiting hours in the WCH Campus. Can we address consumer feedback about visiting hours in the Hospital who find the current times not being able to meet their needs. COMMUNITY SURVEY QUESTION: What is your experience of visiting hours and if they were to change what would you suggest?

> Family support in a women’s and children’s healthcare setting is an important factor that contributes to a Person and Family Centred Care philosophy. What does Person and Family Centred Care family support look like for the WCHN to ensure that caregivers, carers and support people are provided with excellent support? To review feedback gathered from the Community Engagement Digital Board and to have expert witnesses speak to levels of family support.

> Outpatient Improvement Strategy. What is happening to enhancing the experience of the consumer?

> Clinical Audit Documentation and deciding on 2018 work priorities.

Seventeen recommendations were officially put forward to the Clinical Safety and Quality Group with many of the recommendations leading to direct outputs. Recommendations were made that focused on:

> Smoke free WCH campus. To make the right decision (not to smoke) the easiest thing to do is create “Destination Smoke-Free” at the Women’s and Children’s Hospital. The WCHN Citizen Jury want to respect the healthcare rights of the unborn child, children, young people and women who access the campus. In conjunction with WCHN Person and Family Centred Care Charter, a community campaign and strategy is recommended, to eliminate people smoking around the hospital. This lead to a partnership between Adelaide City Council and a joint effort to reduce smoking around the campus. Over 100 children were engaged in a community consultation to help design child-friendly visual and written messages to help understand how smoking impacts children.

> Choosing Wisely Campaign to support shared decision making within the Health Network

> Role of social work and welfare support

> Developing a family-focused space within the hospital to provide ancillary supports to carers and caregivers by coordinating a feasibility plan of what is possible in the short, medium and long term.

In 2017 digital engagement boards were introduced using the Survey Monkey platform, which enabled more consumers to help influence verdicts from the Citizen Jury. In addition to the digital engagement boards, four real-time engagement boards were created and are part of the consumer engagement library of tools to be loaned out to divisions to support consumer and community engagement.


Members of the WCHN Citizen Jury 2017


CONSUMER FEEDBACK AND IMPROVEMENT COMMITTEE (CITIZEN JURY)

COMPLETED

STATUS 90%

1.5.3, 3.4.5 1.2.2, 1.3.1

ACTIONS REMAINING 2.3.4, 4.2.1

2018 FOCUS > Four Divisional Safety and Quality Cases

> Open Disclosure and Family Escalation of Care Review

> Writing up a Position Paper

> Involvement in Executive Leadership Walk Arounds

> Auditing Display Boards


Health Literacy CommitteeThe Health Literacy Group is responsible for providing expert consultancy and advice to the WCHN on matters to relating to how our consumers understand information about health and healthcare. The group has met four times throughout the year and actioned the following:

> Consultation with WCHN staff to understand what happens in corporate and clinical spaces within WCHN, with the view of designing a publication for release in 2018.

> Provided support for the development of videos, including paediatric passport, welcome to surgery, shared decision-making booklet and person and family centred care network awards.

> Finalisation of a WCHN Health Literacy procedure.

> Development of four health literacy fact sheets in partnership with Health Consumers Alliance South Australia, health literacy risk and Tasmania Health.

> Provided advice on an organisational children’s admission form and provided commentary on articles for Healthy Focus.

> Launched the drop the jargon campaign, to identify a list of clinical words or phrases to reconsider in 2018.


HEALTH LITERACY COMMITTEE

COMPLETED2.1.1, 2.1.2, 2.1.3, 2.1.4, 2.2.1, 5.2.1

ACTIONS REMAINING

25.3.4

2018 FOCUS

> Implementing the Health Literacy Framework.

> Implementing the Health Literacy Educational Plan.

> Development of a consumer lexicon to debunk and demystify medical terminology.

> Virtual reality application to develop a series of videos to educate the consumer and family about the ward environment of the hospital for use online.

> 24 hours in the Network Publication.

> Introduction of a stamp to identify which documents have been reviewed by consumers.

STATUS 90%


Cultural Roundtable CommitteeThe Cultural Roundtable is a bi-monthly gathering of consumers, community stakeholders and WCHN staff dedicated to focusing on advancing cultural competency in corporate/clinical practice. It is delivered in partnership with Multicultural Youth South Australia and has membership from Multicultural Communities South Australia, Turbans and Trust, Australian Refugee Association, Vietnamese Women’s Association of South Australia, African Women’s Association and Greek Welfare South Australia The group met four times throughout the year and achieved the following:

> Finalist in the 2017 Multicultural Governors Awards for outstanding cultural practice in the South Australian Public Sector for work on the 2016 Cultural Diversity Month.

> Hosted the second WCHN Cultural Diversity Month , which included the inaugural “pop-up” Community Expo on the Play Deck at the hospital.

> Cultural competency training for general and palliative care staff.

> Contributed to culturally appropriate documentation for respiratory medicine at WCH and outpatient letters.

> Development of the Welcome to WCH publication, focused on shared decision making).

> Consulted and contributed input into the Excellence in Care Matters consultation, National breastfeeding Policy, Waiting Times at WCH and Volunteer Strategy 2017-2027.

> Reviewed “Know your rights” healthcare procedure for WCHN.

> Provided input into the development of the Person and Family Centred Care 2017 report and co-designed the 2018 action plan.

> Supported Basecamp consultations on UTI Information Sheet, Resolving a significant difference of opinion procedure draft, Women’s and Children’s Hospital Request for Children’s Admission, Video script for Paediatric Emergency Department parent education program, Day of Surgery Admissions parent information and Confidentiality Clause in clinical practice.

Allan (Director Consumer and Consumer Engagement), Naomi (Former CEO), Cynthia (Community Representative), Amer (Consumer Representative) and Enaam (Community Representative)


To celebrate multiculturalism, the WCHN again dedicated the month of March to cultural diversity. This included Harmony Day on 21 March 2017, to celebrate Australia’s cultural diversity and the strength that diversity brings to the social fabric of this state.

Cultural Diversity Month is underpinned by the principles of inclusiveness, respect and a sense of belonging for everyone. The central message throughout the month was that ‘everyone belongs’, reinforcing the importance of inclusiveness and diversity as part of Consumer and Community Engagement Strategy.

Cultural Diversity Month by numbers:

> 7 consumer representatives from the WCHN Cultural Roundtable participated in the design and implementation of the month’s activities

> 89 pledges shared on the Café’s pledge wall, with the community invited to commit to one act to celebrate diversity throughout the month.

> 450 “Harmony Day” ribbons handed out.

> Over 60 local events held across the Network.

> 37 photos submitted for the Cultural Diversity Decorating Competition.

> 70+ areas, wards, services and sites decorated in orange.

> 180 members attended the “pop-up” Cultural Community Expo.

> 84 consumer representatives and WCHN staff attended the Grand Round event.

> 300+ wishes were collected on the Yoko Ono Wishing Tree.

> 2 Public Lectures by consumers, using consumer stories:

– Public Lecture one: Celebrating culture by Pam, Zak and Uduma - 15 Consumer Representatives and 94 WCHN staff attended.

– Public Lecture two: Understanding Grief within a Cultural Context – Grand Round presentation by Gillian Kariuki, Women’s Health Service, Social Worker, WCHN - 3 Consumer Representatives and 28 WCHN staff attended.

– Lecture videos made available on the Intranet for all WCHN staff to access.

Community Partners at the Pop Up Stall. Cultural Diversity Month, Cultural Community Expo


“Pop-Up” Cultural Community ExpoOn 16 March 2017, a ‘pop-up’ Cultural Community Expo was held in conjunction with Multicultural Youth South Australia, Australian Refugee Association, Australian Migrant Resource Centre, Welcome to Australia, Kidsafe SA, African Women’s Federation of South Australia, Turbans and Trust and Multicultural Communities of South Australia. The expo was the first of its kind for the Network, with a focus on bringing key migrant and refugee South Australian services to all staff. The information provided in the stalls helped staff navigate access points for our consumers who may need additional psycho-social support. Consumer representative, Tessa was on-hand, in a different capacity, dec-orating bodies in henna to make it a sensory experience.The Consumer and Community Engagement Unit conducted an exit poll on those who attended the expo:

> 89% of participants, including WCHN staff and consumer representatives, learnt something new that could be applied in their practice about South Australian migrant and refugee health.

> Over 75% of participants said the number one feature of the community expo was its ability to connect WCHN staff to other service providers.

> 94% of participants indicated they would attend the event if it was held again next year.

> Over 150 unique connections were made.


CULTURAL ROUNDTABLE COMMITTEE

COMPLETED

STATUS 100%

1.3.3, 5.3.1 ACTIONS REMAINING

None remaining

2018 FOCUS > Cultural Diversity Month, March 2018

> 2018 Cultural Audit to measure objectives from 2016.

> Have 100% divisions raise a consultation item to the committee.

> Increasing the spotlight for divisions to be culturally responsive. Cultural Diversity Summit feasibility study.

> CALD Youth Art displays.


Child and Adolescent Mental Health Services (CAMHS) Consumer CommitteeThe CAMHS advisory group, known as the Energetic Lived Experience Consultancy Team (ELECT), joined the WCHN Consumer Governance Structure in 2017. Achievements for the group in its inaugural year include:

> Coordinated CAMHS proposed organisational structure consultation with the community inclusive of survey design, survey implementation using Listening Posts and survey monkey methodologies, data analysis and co-design of recommendations with CAMHS staff.

> Three members attended the 2017 Mental Health Service Awards of Australia and New Zealand in Sydney in August.

> Participated in four training sessions for internal and external staff.

Child and Family Health Services (CaFHS) Consumer CommitteeCaFHS advisory group joined the WCHN Consumer Governance Structure in 2017. Achievements for the group in its inaugural year as part of the governance structure included:

> Recruitment of new consumer representatives

> Commentary and consultation on the new CaFHS model of care

> Co-design of Person and Family Centred Care Passion Projects nominations

Active recruitment

A total of 44 consumers were recruited to 29 committees, advisory boards, councils or quality groups, including:

> Breastfeeding Policy Working Group

> Volunteer Strategy

> Research Panel for Robinson

> Conference for CHA in Canberra

> Professional Certificate

> CaFHS Safety and Quality

> Outpatient Reform Committee

> Paediatric Surgical Reform Committee

> CaFHS Committee

> Infection Control

> Community of Practice Neonate and Maternity

> Community of Practice Adolescent and Child

> Endita Study Advisory Group

> Home Birth Policy

> Health Literacy Group

> CaFHS Enhanced Framework

> Cultural Forum

> Australian Association Adolescent Health Conference Sydney

> Paediatric Mental Health Education Training Leadership Advisory Group

> Comprehensive Care Committee

> Challenging Behaviours Committee

> Children Paediatric Emergency Department Video Development

> Immunisation Advisory Group

> Medical Day Unit Redevelopment

> Surgical Services Video

> Clinical Sustainment

> Safety and Quality Excellence Committee

> WCHN Safety and Quality Pool 2018

> Communication for Safety Advisory Group


WCHN BasecampGoal 1 of the Consumer and Community Engagement Strategy was to increase access to information, provide transparency of decision-making and increase partnerships. Basecamp is a 24/7 consumer and community virtual secure hub, in which consumers and the community co-design on a range of projects, provide education to strengthen consumer representation roles and engage in direct virtual consultations. Today’s health consumer expects high quality and informed health care. Tomorrow’s health consumer will be empowered to vote with their feet about a health service’s ability to deliver on high-quality care.

Basecamp is available through the Consumer and Community Engagement Unit for all WCHN divisions and units. It provides for a greater number of exchanges with consumer representatives and an egalitarian platform for consumers to participate in the decision making process.

Membership in 2016 was 211, and this grew to 289 in 2017. During the past 12 months, 17 articles were reviewed as part of the Consumer Book Club including “Consumer view on youth friendly health services in South Australia”,

“Barriers and facilitators of Adverse Event Reporting by Adolescent Patients and their families”, “Encouraging dialogue consumer feedback”, “Harnessing evidence and experience to change culture: a guide framework for patient and family engaged care” and “Patient report outcome measures: an environmental scan of the Australian healthcare sector”. These articles were discussed as part of an online learning community.

There were 11 active closed communities on Basecamp including:

> Consumer Book Club

> Director Consumer and Community Consultations

> Person and Family Centred Care Network Steering Group

> Consumer Representative Space

> Child and Adolescent Mental Health Space

> Child and Family Health Services Space

> Consumer and Community Partnership Council

> Consumer Feedback and Improvement Group

> MBT Lighthouse Partnering Group

> Women’s and Children’s Hospital Guides Services

> Youth Advisory Group

In 2017, a total of 27 registered direct consultations occurred and 138 consumers or community members commented on the health literacy or co-designed the following procedures/patient information:

> Amniocentesis and CHORIONIC VILLUS SAMPLING brochures

> Are you Sick poster

> Button Battery Facebook strategy for KidSafe SA

> CaFHS Model of Care

> Confidentiality Clause in clinical practice

> Consumer and Community Engagement procedure draft

> Consumers staying as an inpatient procedure draft

> Contiform handout

> Day Surgery parent information sheet

> Discharge for neonates procedure draft

> Day of Surgery Admissions parent information

> Epidural leaflet

> Iron infusion factsheet

> KidSafe SA Baby Sling information for web

> Outpatient letters

> Paediatric Palliative Care Service welcome booklet

> Video script for Paediatric Emergency Department parent education program

> Patient release of information procedure draft

> Potassium permanganate information

> Ready, Set, Go brochure

> Release of babies, children and adolescents from hospital factsheet

> Women’s and Children’s Hospital Request for Children’s Admission form

> Resolving a significant difference of opinion procedure draft

> WCHN Welcome publication

> Sleep Unit Did Not Attend letter

> Usual GP brochure

> UTI information sheet


Evaluation Consumer and Community Engagement

Evaluation Title Process Outcomes Fun Fact

Consumer Representative Satisfaction and Participation Survey

52 Consumer Representatives (who have participated in the past 12 months) were invited to voluntarily complete a mixed methodology survey using a Survey Monkey platform. The Director Consumer and Community Engagement, along with a Consumer Representative who did not complete the survey, reviewed the information and prepared a report.

An Action Plan addressing 22 areas of improvements.

All actions completed.

In 2017 some improvements occurred included rolling out masterclass to develop skills.

Person and Family Centred Care Evaluation 2017

4 Consumer Representatives alongside the Chief Operations Officer, Director Consumer and Community Engagement and all Divisional Directors adopted a realist approach to evaluation of our core principle.

A 36-page report was written by panel members.

Themes from the answers to the questions were discussed and endorsed by the Person and Family Centred Care Network Steering Group, Clinical Safety and Quality Committee and Operational Executive to inform work plan for 2018.

30 actions will influence the workplan for the 2018 Person and Family Centred Care Network Steering Group.

Consumer and Community Engagement related initiatives – Evaluations

Evaluation Title Process Outcomes Fun Fact

Consumer and Volunteer Orientation

6 consumer and volunteer orientation sessions are held each year. After each session attendees evaluate what they have taken away from the training in a two-page evaluation form.

6 evaluation reports are produced and discussed for local improvements following each orientation session.

1 large-scale orientation report is produced and themes are gathered to improve and continue aspects of the session.

Recommendations from the 2016 report were embedded into the 2017 agenda including a Q&A session with staff, utilisation of consumer stories to support the “why” of community development and continuing having CEO or Executive staff member attend.

School Ambassador Program

440 students from years 2, 3, 6 and 7 from 4 schools attended 4 sessions over four school terms. Each session ended with an evaluation form asking what was the key message that was taken away, what they would tell a friend, to rank the session out of 10 for how new the information was to them and how the sessions could be enhanced.

1 evaluation report was produced covering the 440 voices of students.

Recommendations from the report enhanced the planning for the 2018 School Ambassador Program; inclusive of rural schools. Increased recognition of its impact amongst school communities.


Consumer Feedback on Experience“Listening to the whisper and not the roar”


Consumer Feedback on ExperienceIn 2016 the Consumer Feedback on Experience Framework was trialled with great success; engaging 1603 individuals. In 2017 the framework was refined to ensure increased uptake of the digital mailbox with the inclusion of

“postcards” designed by the Consumer and Community Partnering Council.

The letterbox form was adapted to digital form, with both hardcopy and softcopy format. The e-kiosk in Zone A of the WCHN Campus provides an attractive real-time consumer feedback entry point. Using Quick Tap Survey the e-Kiosk in the Kermode Street foyer asks consumers to quickly rate their experience of the WCH on that day and provide any feedback for improvements. This is by far the most popular tool, where regularly over 30 consumers a week are providing feedback. In 2018 an e-kisosk will be established in Zone F of the WCH Campus.

In 2017, a total of 957 consumers or carers completed a letterbox survey on their experience of care.

A new addition in 2017 was the development of quarterly reports on feedback data which was co-written by the Consumer Representative on the Clinical Safety and Quality Committee. Four reports were produced, discussed and actioned in 2017 leading to 86 projects.

Standard 1 and Standard 2 of the Australian Commission on Safety and Quality in Healthcare , give health organisations the impetus to invite consumers to participate in the analysis of organisational Safety and Quality performance, improvements, evaluation of feedback data, and implement quality activities relating to this feedback. The standard does not intend for consumers to participate in technical processes of analysing safety and quality or patient experience data, but rather take a helicopter view. The intent is to create a Network that is responsive to consumer/ carer input and need. There is no single approach to partnering with consumers. Rather, it is an exercise that reflects the vision and values of an organisation. WCHN has chosen to value transparency as a principle and to dedicate multiple strategies to involve consumers in the review of Safety and Quality information. After all, you cannot fix what you cannot see, and consumers provide another lens to critical conversations.

WCHN Consumer and Community Coffee Club engaged 341 families and consumer surveyors were introduced directly onto hospital wards on a weekly basis from August 2017 to enable ease in families completing the consumer experience surveys.

Below is a summary of Consumer Experience captured in 2017 based on 957 completed surveys.

Person and Family-Centred Care Awards

Women’s & Children’s Health Network

Have you received outstanding care by one of our staff?Nominate them today.

wch.sa.gov.au/support/consumer/documents/ PFCC_Recognition_nomination_form.pdf

1 January 2017

Excellent

59%Good

33%Average

5%Poor

3%

22 November 2017

Excellent

65%Good

26%Average

3%Poor

6%

91% Better than expected care

Across 12 months our staff delivered


WCHN 2017 Listening PostsA Listening Post is an approach to gathering consumer feedback on experience and is coordinated through the Consumer and Community Engagement Unit in partnership with divisional Safety and Quality Managers or equivalent. Each division resource the Listening Post by funding reimbursement costs for two consumer representatives to gather the feedback. Feedback is gathered by using the Fabio the Frog software package.

Listening Post data is collected at divisional and organisational levels, with each division receiving their unique answer-set within 30 days of their scheduled listening post.

Listening Post sites

Every WCHN clinical division was asked the same set of questions. The following sites were accessed:

> Antenatal Ward

> Neonatal Intensive Care Unit

> Special Care Babies Unit

> Women’s Assessment Service

> Women’s Outpatients Services

> Women’s AH Children’s AH

> Crèche

> Nutrition Department

> Newland Ward

> Kate Hill Ward

> Campbell Ward

> DOSA

> Queen Victoria Operating Suite

> Adolescent Ward

> Cassia Ward

> Paediatric Emergency Department

> Paediatrics Intensive Care Unit

> Paediatric Outpatient Department

> Medical Day Unit

> Michael Rice Clinic

> Michael Rice Ward

> Medical Short Stay Ward

> Rose Ward

> Rehabilitation Services

> Immunisation Clinic

> MY Health West

> Women’ s Health

> MY Health North

> Talking Realities

> MY Health South

Child Adolescent Mental Health Services Multiple Metropolitan Services including:

> Paradise

> Marion

> Northern

> Western

> Boylan Ward

Child and Family Health Services Multiple Metropolitan Services including:

> Cownadilla

> Edwardstown

> Gawler

> Morphett Vale

> Marion

> Munno Para

> Norwood

> Port Adelaide

A review of Person and Family Centred Care known as the “Annual PFFC report” for the organisation was produced in October 2017 outlining 12 recommendations to enhance customer service training, better internal communication strategies for marketing documents and introduction of cultural supervisory sessions. These 12 actions will form a work plan for the Health Literacy Group in 2018-2020.

As a result of the listening post, our consumers and carers told us that staff communication is better than expected, and further work to improve shared decision making is required. The Listening Post report was discussed with senior management in September 2017.

117 351 33 68 46Children and young people

Adults Aboroginal or Torres Strait

Islander

Migrant, refugee or new arrival

Wards or divisions accessed


Resulting from feedback gathered through various methods including listening posts, a number of quality improvements occurred. In 2017 the following have been some improvements made as a direct result of our consumer, carer and community feedback. What have we been able to achieve with our feedback:

> Development of the Person and Family Centred Care Passion Projects, delivering quality improvement initiatives within the health network. All initiatives that have been funded, are co-designed by Consumers, Carers and Community Members. All four teams presented and we learnt that 1177 consumers were directly involved in the creation of four projects that included: A podcast of 12 mothers’ birthing experiences, An online video introducing children to the surgical services within the hospital, New tablet equipment to support counselling sessions in Northern CAMHS and The introduction of an antenatal parent support program for families in the Riverland district.

> Infrastructure refurbishment through the co-design and completed implementation of a new look parent room in Kate Hill and Newland Wards.

> A voucher system was introduced by the Friends of WCH Incorporated to support vulnerable families over Christmas with a voucher to use in the shops.

> Implementation of communications to promote a smoke-free WCH Campus. This included an introduction of a Smoke-FREE WCH Campaign that removed butt bins from the hospital parameter and the installation of a painted blue line. A consultation with children directly resulted in four images with quotes from children and young people explaining the importance of smoking from their point of view.

> An educational campaign to “drop the jargon” which has resulted in changes to way Corporate Orientation is delivered, electronic billboards reminding staff about the importance of simplified English and a top 10 list developed by consumers which is now part of training.

> Ward and Service welcome posters to introduce staff to promote a kind and dignified way to introduce the manager of a service to visitors.

> A framework was developed to support engagement with children and young people, written by the Youth Advisory Group.

> Volunteers were accessible over Christmas period, a change in practice as a direct result of the Volunteer Strategy 2017 – 2027

> Development of a shared decision making booklet. The booklet titled “Welcome to the Women’s and Children’s Health Network” provides a one-stop shop for information to support you in making health care decisions and choices. The booklet is now available for download from the WCH website and comes with a video, which was co-produced with consumers Gabriel, Lana, Liam and Thomas.

> The Women’s and Children’s Health Literacy Committee proposed a coordinated approach to health literacy based on: embedding health literacy into systems, ensuring effective communication and integrating health literacy into education.

> A young parent has joined the Youth Advisory Group to represent young parents as a direct result from the young parent campfire consultation series in late 2017. This raised the issue of stigma that young parents face.

> Launch of the Paediatric Emergency Passport and videos featuring young consumer characters Billy and May. It is anticipated that over 40,000 consumers will access the passport over the next 12 months, with the quality of initiative being monitored closely through letterbox feedback.

WCHN consumer-driven projectsIn 2017 a consumer engagement project database was created to store information pertaining to co-design initiatives. Eighty six projects involving consumers were registered in 2017; 20 were led or involved significant delegation of powers directly to the consumer or community; 14 directly involved consumers who identify coming from an Aboriginal or Torres Strait Islander background; and 37 directly involved children or young people under the age of 25 years. A full list of consumer-driven projects is included below.

> Child and Youth Communication Framework

> Aboriginal Health Plan

> 24 Hours WCHN draft document

> CaFHS Case for Change

> CAMHS Organisation Restructure Review

> WCHN Research review community consultation report

> Aboriginal Children’s Expo

> Adelaide City Council Wellbeing for youth

> Admission to Helen Mayo House procedure review

> Analegesia web review

> Animal assist therapy evaluation


> Ask me to explain consultation

> Badge making for Women’s and Babies Division

> Breastfeeding space consultation

> CaFHS Allied Health interviewing consultation

> Cardiac Surgery Business Case consultation

> Carers Action Plan consultation

> Choosing Wisely WCH consultation and roll-out

> Clinical sustainment project and consultation

> Colouring book - Urology

> Home birthing policy consultation

> CALD forum for SA Health

> CHA - Colloquium

> Family Huddle at National conference

> 2017 Mental Health Service Awards of Australia and New Zealand at The Mental Health Services

> Association Adolescent Health Conference

> Consumer Rights banners

> Consumer Complaints Review

> Consumers involved in procedure development checklist document

> Corporate orientation (community engagement slide development)

> Diabetes in Nutrition (virtual space) project

> Digital and in-real-life engagement boards

> Disability Services selection panel

> Discharge Liaison Office survey and consultation

> Germ poster

> Great Wall of Gratitude project

> Growing father and male carers voice WCH initiative

> Haematology information night and evaluation

> Family Huddle - Antenatal Ward

> Health Literacy procedure

> History Week

> Identification of patients/clients procedure

> Informed Consent new form trail

> WCH Map update

> Multicultural Communities Council of South Australia Kickstarting Childhood Success Project

> Medical Day Unit and Dialysis redevelopment committee

> NADIOC community event

> Paediatric Emergency Department communication and passport project

> Paediatric Emergency Department consumer satisfaction survey

> Phone charger station in Paediatric Emergency Department

> Physiotherapy training day - consumer engagement

> Paediatric Intensive Care Unit parent room consultation

> Police link presentation on community engagement

> WCH Pooch Stop

> Reconciliation Week community engagement

> Robison Institute Consumer Engagement consultation and review

> Rose Ward Transition information review

> Excellence in Care Matters consultation and plan development

> Service Excellence Awards judging panel

> WCH Play Deck 15-steps youth audit

> Neurology 15-steps youth audit

> Social Media frames

> Sleep disorders consumer survey

> Smoke-free WCH campaign

> Person and Family Centred Care Week

> Cultural Diversity Month

> Person and Family Centred Care colonnade development

> Visitor Incidents procedure

> Volunteer Strategy 2017-2027

> Ward and service welcome posters

> WCHN Consumer and Community Engagement procedure development

> Young Parent Think-Tank

> Your Say banner development

> Youth Week and Youth Pledge

> T.U.N.E staff educational video

> 2016 Safety and Quality Community Report

> 2016 Year in Review Report

> Welcome to WCH Booklet (Shared Decision Making)

> Best Practice Spotlight Organisation Training with consumers

> Clinical Forum on Person and Family Centred Care

> 2017 Person and Family Centred Care Passion Projects sponsored by the Friends WCH Inc.

> SAPOL Training

> Kindness Day

> HUG 2.0 a voucher system for consumers and carers

> Drop the Jargon consultation

> Christmas celebration

> Same-sex welcoming signs in WCH Campus


Consumer Project Spotlight“Healthcare is too important to stay the same”The following case studies highlight the spectrum of consumer and community engagement that is occurring within WCHN. Each project was finalised in 2017 and involved consumers as either leads, co-designs, consultants or collaborators.


DOGGY COMFORT SPOT

A comfort spot for assistant and therapeutic dogs to access an open-space and toilet facilities whilst supporting children and young people accessing the WCH.

Deciding

In early 2016 a number of suggestions were made through the online suggestion box to create a focused respite environment for assistant dogs. The Consumer and Community Partnering Council recalled a number of stories written by young people about the benefits of having a respite space for dogs and recommended the action.

Co-designing

Consumer representatives met with industry stakeholders to design a project plan of what would be required. This plan needed to include consumer and stakeholder input. Part of the co-design included a communication plan to inform consumers as inpatients about the Doggy Comfort Spot, acquiring partnerships with the SA business community (Bunnings) and liaising with industry experts to ensure the respite needs of assistant dogs would be met with the proposal.

Researching

Consumers were tasked to engage WCHN staff, industry stakeholders such as Guides Dog Australia, and consumers to understand what is required in the ideal environment. Consultation included direct interviews, an online survey and environment walk arounds.

Analysis

The Consumer and Community Partnering Council were presented with a plan that included a number of options for potential locations, a co-designed plan supported by industry and clinical experts and a gantt chant developed by the Youth Advisory Group for implementation.

Co-designed Cultural and Linguistically Diverse community involved

Child and youth activation

Translation

To transform the plan from paper to real-life, it required our consumers from the Youth Advisory Group to gather community support from industry partners, such as Bunnings, to help with the build. A working bee was ordered where consumer representatives met with industry partners to build the Doggy Comfort Spot.

Outcome

The Doggy Comfort Spot was opened in January 2017, which is available 24/7 for all families accessing the Women’s and Children’s Hospital. Consumer representatives designed a three question survey for users of the Doggy Comfort Spot to access.


YOUTH HEALTH CONFERENCE

The Youth Health Conference was held in February 2017, with 110 students in Years 6 and 7 receiving health promotion messages designed by young people in partnership with community stakeholders; whilst the network consulted members of the community to help design videos for surgical services. Youth Advisory Group (YAG) members implemented three workshops; promotion of health eating to combat health implications relating to weight, self-care tips relating to mental wellbeing because of bullying and a consultative workshop.

Deciding

The WCHN YAG formed in 2015 and a key principle of their feedback was to ensure the group implements health promotion and early intervention practice, alongside consultation for the Network. One of the three bedrock proposals decided during the creation of their Terms of Reference was to establish a Kids Klub, create a School Ambassador Program and host a bi-annual Youth Health Conference by youth for youth.

Co-designing

Twenty two members of the YAG worked for an 8 month period planning, researching and implementing all facets of the Youth Health Conference. All aspects of the conference were endorsed by the YAG and no adult made a decision on the content, structure or conference project outcomes. YAG members worked with KidSafe SA staff to pitch a letter to three targeted schools and ensured that students reflected the diversity of the stakeholders who access WCHN.

Researching

YAG members worked with Act NOW Theatre Company, Bright spark Entertainment and KidSafe SA along with a host of WCHN staff to ensure the workshops, including the consultation were based on sound evidence

Analysis

YAG had to think about all implications and logistics of event planning and consulted widely with the WCHN Special Events Coordinator.

Sponsored by

YAG members held rehearsals with stakeholders to endorse content of the health promotion workshops and partnered with the Women’s and Children’s Hospital Foundation to effectively deliver a budget proposal.

Translation

On 15 February 2017, 110 students gathered at the WCH for the inaugural conference titled “Youth Health Conference: Youth Health Matters”. YAG member, Kacey was the manager for the day and organised a team of youth helpers and facilitators. The conference was financially supported through community donations provided by the Women’s and Children’s Hospital Foundation.

Outcome

3 primary schools focused on health promotion relating to Kid Safe Messages, 2 Welcome to Surgery Videos were produced and 110 students provided responses to the Excellence in Care consultation.

Aboriginal youth involvement

Delegated responsibility to community

Cultural and Linguistically Diverse involved



Consumer Orientation Booklet

page 13

Transparency

> Leadership and strong commitment to open and inclusive decision

making at all levels.

> Engagement influences health policy, planning and

system reform.

> A commitment to open disclosure.

> Ensuring that the policy-making process is open, transparent and

amenable to external scrutiny to help increase accountability of, and

trust in Women’s and Children’s Health Network.

> Performance data is readily accessible to consumers and

the community.

Access to Information

> Consumers, families, and community groups/organisations will have

equal opportunities and multiple channels to access information, to be

consulted and to participate.

> Information, education, and health literacy for shared decision making is

available.

> Consumers and the community are aware of their rights

and responsibilities.

Empathy

> An understanding of what it may be like to ‘walk in the consumer’s

shoes’.

> Recognising that people come with their own value base and are the

experts of their own lives and through experiences.

> Staff, when communicating with consumers, need to ask, listen and

validate.

Consumer Orientation Booklet page 29

What is the WCHN online consultation hub?The WCHN provides access to the community to a 24/7 consultation hub. Invite occurs through an email. No matter a person’s role or title: WCHN staff and consumer representatives gather in the virtual hub to working towards common goals. It provides the community with a central and accessible online space to manage WCHN projects and communicate widely. It reduces the amount of emails, increases idea general and allows growth, without the typical growing pains.

The hub is split into multiple project spaces. Four project spaces available to all members include:

E-Journal Club A space to read articles, current literature and academic evidence about health consumer engagement. A document is added monthly.

Consumer Representative Space An open space where random thoughts, questions and project updates are shared.

Direct Consumer and Community Consultations

A space where a document with a series of questions or a issue is raised, requiring multiple minds to provide input into the solutions.

Person and family centred care network

A space dedicated to advancing the four pillars of person and family centred care.

Signing up

Signing up to Basecamp is easy

Step 1Read the Code of Conduct for WCHN Online Consultation Hub.

Step 2

Email the Director Consumer and Community Engagement your interest by writing “sign me up to Basecamp”

Step 3 Open email link sent by the Director.

Step 4Create a Basecamp profile and avatar.

Step 5Introduce yourself in the Consumer Representative Project space.

I have been using Basecamp to access latest literature from the UK,

US and Australia, which is posted by Allan. The information has been useful to shape opinions for the committee that I sit on.

Basecamp is a space that is accessible when I can be accessible, with a Father of two children less than two business hours are different. Basecamp allows me to keep engaged, informed and to have my voice heard on patient information. It is a great space.

Mark Consumer Representative

Women’s and Children’s Health Network

Consumer Orientation BookletA Guide to Consumer Engagement in the Women’s and Children’s Health Network (WCHN) of South Australia

“Nothing about consumers without consumers”

A toolkit that provides a single platform of information for prospective consumer representatives for WCHN.

Deciding

Feedback from consumer representatives was that the current process of knowing how to get involved in WCHN was piecemeal and inconsistent. In the 2016 consumer representative survey, the Consumer and Community Partnering Council prioritised the development of a single orientation booklet to compliment face-to-face consumer training.

Co-designing

Four of the Co-chairs from the WCHN Consumer Governance structure were invited to be part of the project Advisory Group tasked with researching, writing, designing and marketing the orientation booklet. The process also included consumer representatives capturing stories to ensure there were personal narratives supporting the principles, methodologies and tasks associated with WCHN consumer and community engagement.

Researching

A survey was sent to the WCHN consumer database inviting feedback on content to be to be included, and a desktop review was conducted of similar orientation approaches in South Australian, Australian and International health organisations. The proposed content was circulated to the Cultural Roundtable, Youth Advisory Group and Person and Family Centred Care Network for consultation.

Analysis

Over 30 days consumers evaluated consumer feedback survey data and information gathered from the desktop review and compiled a booklet.

Aboriginal youth involvement


CONSUMER ORIENTATION GUIDE

Translation

By working in partnership with Digital Media, the concept of the booklet was designed over a 30 day period to ensure there was a consistent branding with other WCHN Community Engagement documents.

Outcome

The booklet was launched on 1 July 2017 and features on the e-learning page of the Women’s and Children’s Hospital website. The booklet has been used in four consumer orientation sessions and provided to WCH staff to give to prospective consumer representatives.

Co-designed

New resource


The Women’s and Children’s Health Network. (2017). Volunteer Strategy 2017-2027. SA Health.

page 2

Foreword from the Chief Executive Officer, Naomi Dwyer

One of the enduring qualities that makes the Women’s and Children’s Health

Network (WCHN) so great, is the ubiquitous presence and contribution of our

Volunteers. Our strong history of embracing their goodwill, dedication and expertise

goes back many years, and as we look to the future, there has never been a more

important time to ensure their continuing participation is planned, developed,

valued and integrated within our organisational planning. As a health service

committed to person and family centred care, it is clear our Volunteers translate our

values into action every day. You don’t need to look very far, or speak to too many

consumers or staff, to hear a story about the positive impact that a Volunteer has

had in the lives of those who walk through our doors.

The Volunteer Strategy articulates our blueprint for further integrating and

strengthening volunteer engagement throughout all levels and services of WCHN, a key part of our Person

and Family Centred Care philosophy.

In classic WCHN style, it has been co-designed with our volunteers, consumers, community and staff,

informed of course, by a review of international best practice and learnings from high performing peers.

It builds on our past success in establishing and sustaining a vibrant culture of volunteering, and

introduces innovative approaches to continually enhance the valued contribution of our volunteers.

I wish to thank and congratulate everyone who provided input into, and were involved in the

development of this strategy and implementation plan, especially the Volunteer Project Advisory Group

who led the approach, to ensure it engaged our volunteers, and reflected the aspirations of those

we serve.

Special thanks to Allan Ball, Lis Brittan, Cynthia Baldwin and Linda Dyett. Their combined project

management skills in conducting the research and consultations required to develop this strategy

contributed greatly to an outstanding end product

One of our long term Volunteers, Gill Williams captures the essence of this strategy perfectly, observing

that volunteers have a choice in how they spend their precious, discretionary effort. We are grateful that

our volunteers choose to become part of the WCHN family of care. In launching this strategy, I am very

confident it will sustain and strengthen the volunteering DNA that is such an integral part of our

excellent care.

Naomi Dwyer

Chief Executive Officer

The Women’s and Children’s Health Network. (2017). Volunteer Strategy 2017-2027. SA Health. page 11

1Leading, contributing and responding to volunteering trends in a paediatric, maternity and perinatal mental health environment

Volunteers play a critical role in the tapestry of the WCHN. Volunteers are agents, promoting through practice, person and family centred care a philosophy that values the inclusion of family and community systems in healthcare service provision. The future of the organisation requires careful planning, consultation and co-design with volunteers to ensure that evolving and innovative healthcare trends are quickly responded to with the partnership of volunteers. Effective volunteer engagement will be monitored through a system of community governance with regular reporting to the Consumer and Community Partnering Council and Strategic Executive. Effective leadership ensures the purpose and values of volunteer involvement are actively promoted within the organisation, and that there is clear accountability for the implementation of volunteer involvement. Volunteer management for the organisation will ensure excellent volunteer practice relating to all aspects of volunteer engagement including the activities, roles, physical environments, capacity development, and organisational culture.

Action Outcome MeasureNB all measures to be reported to the Person and Family Centred Care Network Steering Group and Strategic Executive

a) Understand the contemporary volunteering trends in a paediatric and maternity setting

> Annual review of best practice > Collation of trending themes completed

b) Communicate regularly to the WCHN community regarding best practice in volunteering

> Articles written, review of literature and commentary from WCHN staff and volunteers is shared in staff and volunteer newsletters and at volunteer events

> Established and permanent volunteer presence in internal newsletters and publications including web-based communication

> Number of engaged people on membership base

> Number of showcasing opportunities achieved

c) Establish and adequately resource a Volunteer Advisory Group

> A process is formalised for a Volunteer Advisory Group (VAG) that provides governance to the WCHN in relation to volunteering affairs and reflects the diversity of volunteers within WCHN

> Terms of reference developed

> Record of agendas and minutes kept

> Ongoing evaluations and actions performed by the VAG

d) Find opportunities to implement new and innovative volunteering opportunities

> New programs, activities and projects involving volunteers are implemented

> Volunteering is effective and meeting the needs of the consumers and community; volunteers, consumers and staff are happy

> Record the number of new opportunities, activities and projects involving volunteers in each year through evaluation and reporting

> Informed through qualitative and quantitative data

Volunteer Strategy 2017-2027

Women’s & Children’s Health Network

A 10 year strategic framework to support the operations of volunteering within WCHN.

Deciding

The WCHN Volunteers have a successful history of over 50 years contributing to the workforce of WCHN. Although the WCHN has a robust volunteer program supported by documentation including the Procedure for Volunteer Engagement and Management, it did not have a specific strategy to address current and future trends impacting on volunteering. The development of the Consumer and Community Engagement Strategy and Responsiveness Plan 2015-2018 recommended that the community contribute to strategic and operational plans, inclusive of a Volunteer Strategy. The plan has been instrumental in maturing community engagement in volunteer planning, evidenced by the establishment of a Volunteer Advisory Group (VAG) in 2016. It has been raised and supported by the VAG that a Volunteer Strategy would adequately strengthen the expansion of volunteering across the WCHN.

Co-designing

The development of the strategy was chaired by Director, Consumer and Community Engagement and included an equal mix of community members (volunteers, consumer representation, stakeholders) and WCHN staff (Aboriginal Health Division, Play Therapy, Education, Human Resource and Clinical Practice). Over 250 voices were captured over nine months through an extensive community consultation which included an online survey, interviews with key stakeholders, community forums and targeted meetings with key stakeholders such as children, young people, Aboriginal community and community volunteers.

Researching

The Project Advisory Group undertook a desktop literature review of South Australian, Australian and International strategies that could guide and frame the development of our strategy.

WCHN VOLUNTEER STRATEGY 2017-2027

There were a limited number of health-based volunteer strategies, with the majority of strategies developed for the general community.

Analysis

The Project Advisory Group guided the four phases of the development of the strategy, including a literature review, consumer and community consultation, writing of the strategy and launch/communication. All decisions on the strategy involved consumer and community input.

Outcome

For the first time in the organisation’s history, a co-designed strategy supporting volunteer development has been crafted. The strategy is underpinned by the six principles of consumer and community engagement, has five operational action areas and is innovative. Short and medium term actions will be the establishment of a Volunteer Advisory Group, strategic repositioning of the Volunteer Unit and the development of a Youth Volunteer Framework.

Aboriginal consumer involvement


New Framework and Strategy

Co-designed


Dress me with the clothes at the back of this book

Lisa Naeher, Stoma/Urology Clinical Practice Consultant WCH led a project to co-design with consumers and the Consumer Partnering Council a colouring book to educate children in a developmentally appropriate way on how to catheterise/care for their Mitrofanoff stoma.

Deciding

Lisa was the successful applicant for the Mitrofanoff Support Australia Scholarship for 2016- with her submission to develop a colouring book for children undergoing a Mitrofanoff procedure.. In late 2016, Lisa consulted with the WCHN Community Engagement Division to ascertain the best approach to work in partnership with the community to co-design an age appropriate colouring book. The need was determined by consumer feedback, in which children undergoing the Mitroffanoff procedure found it a scary, unusual and a confusing process.

Co-designing

Two consumers from the Consumer and Community Partnering Council worked alongside Lisa to co-design a family focused, weekend workshop which involved parents and children co-designing the colouring book.

Researching

Lisa assessed appropriate tools to educate children and reviewed other age-appropriate resources across Australia and New Zealand. A key finding was the use of colouring books to educate children on complex medical procedures, evidenced by the success of a colouring book to educate children in other states of Australia and overseas.

Analysis

On 21 January 2017, a group of 15 parents and 13 children, aged from 3 – 18 years, who had undergone the Mitrofanoff procedure worked with staff and consumer facilitators to develop the ideas and content for the colouring book. The group of consumer representatives worked with the facilitators to write the catheterisation steps and other components of the Mitronfanoff procedure.

Community Focus Groups


MITROFANOFF SUPPORT CONSULTATION AND COLOURING BOOK

Co-lead with Consumer Representatives

Father and male carer involvement

The children provided ideas for the illustrations and had their photos characterised to be included in the final product.

Outcome

A draft of the colouring in book was circulated to to all families involved, with feedback incorporated into the final book completed in November 2017. The colouring in book will be printed and released in early 2018.

COLOURING-IN BOOK


Person and Family Centred Care Passion Projects 2017

“A little bit of help from our friends”


Person and Family Centred Care Passion Projects 2017In 2017 a new grant system was trialled in partnership with the Friends of the Women’s and Children’s Hospital Incorporated. The grants up to the value of 5,000 were provided for quality improvement initiatives. The Person and Family Centred Care Passion Projects initiative was supported by a framework and administered by the Community Engagement Division.

In 2016, a total of 26 applications were received and reviewed by a panel of WCHN staff, consumer and community members. The 26 applicants covered all the divisions within WCHN and focused on the purchase of equipment, development of new communication tools, implementation of quality improvement projects and event plans. An innovation selection matrix was applied. The gateway criteria for all applications was for them to demonstrate a commitment to one of the four pillars of Person and Family Centred Care and to involve consumers/community in the co-design phase. The funding allotments were for a rural/remote team, a metropolitan based service and two projects that could demonstrate innovation and impact.

On 20 September 2017, the Person and Family Centred Care Showcase presented the outcomes and impact of the four successful projects.

There were 1177 consumers, including children and young people, involved in the design of the four projects and 45 consumers involved in the implementation. Over 10,000 consumers will benefit from the projects in 2018.

The Friends Women’s and Children’s Health Network will sponsor another four projects for the 2018 Person and Family Centred Care Passion Projects.

Sponsored by

CONSUMERS INVOLVED INCLUDING CHILDREN AND YOUNG PEOPLE

1177 4PROJECTS


CHILD AND FAMILY HEALTH SERVICES (CAFHS) RIVERLAND TEAM

What was the project?

To introduce a new therapeutic program for mothers and fathers who access the Riverland Child and Family Health Services team. The innovative program is aimed to enhance Early Parenting Classes, set-up excellent support for new parents and promote good mental health.

What change occurred?

The tools from the WWWT program were integrated into the existing Early Parent Group and were beneficial in creating discussions in the group that would not have normally occurred at such deep and rich levels. The consumers need for information regarding support services when they went home from hospital with their new baby was addressed through the development of a fridge magnet; an unexpected outcome from the project funding. The magnet was produced in partnership with consumers and provides essential contact numbers for services and websites, such as Child and Family Health, Mental Health Emergency, Australian Breastfeeding Association and Parent Helpline.

What was the impact?

Overall the pilot program supported eight Riverland families to access an innovative program. There was strong consumer involvement, with presentation of the program at Antenatal classes and use of audits to seek consumer feedback for design and implementation of the program. A total of 28 completed questionnaires were received, which guided the program structure.

What elements of the project worked well?

The consumers and caregivers had a voice in what they wanted from our service. This was very successful as clients were keen to engage with completion of the audits and attendance at our pilot group. Purchased resources for use in the group were also well received including Glider Rockers, Safe Sleep DVD, magnets, dolls and wraps.

Working in partnership with consumers and the community

Within CaFHS we aim to work in partnership with our clients, so it was important for this program to incorporate those principles of consumer engagement. Consumers enthusiastically completed the questionnaires and were excited about what the program had to offer. The tools from the WWWT program were useful in the group, but can also be utilised with couples or with one person. The WWWT phone app was also promoted for clients to access the information as they needed it. The program, as indicated by consumers, would benefit from being a total of four weeks in duration, providing parents a support group they can then follow on in the community with the social network they have gained from attending the classes.

What Were We Thinking (WWWT) therapeutic trial by Jodie Binder and Annette Sargent1

Consumers involved in co-design30

Consumers involved in implementation process30

Target group New parents and their babies

Passion Projects


METROPOLITAN PERSON AND FAMILY CENTRED CARE PASSION PROJECT


“Women carry their babies for nine months, but they carry their birth stories for life” - Tessa Kowaliw.

Birthing Stories is an initiative created by Tessa Kowaliw, a consumer, writer speaker and educator, in collaboration with Heather Frahn, a sound therapist, music artist, vocalist and meditation guide. This project is deeply rooted in the consumer experience; it comprises Tessa’s extensive knowledge of maternity services and years of experience of working with birthing women and their families. Every new parent has a profound story which they take away with them at point of discharge, and Birthing Stories is designed to capture stories in new and engaging ways so that they can be heard many times, by many people.

Birthing stories captures the rich diversity of women’s stories through a range of creative methods including written, visual and audio. The workshops were designed to be dynamic and fun.


Birthing Stories was launched on 9 August 2017 and celebrated the achievements of this Passion Project, including:

> ‘Born With You’, a song for relaxation (available in full and as radio and relaxation edits)

> The ‘Birthing Stories Vox Pop’, a 20 minute radio documentary

> The collection of Birthing Stories artwork

> The Birthing Stories CD, cover art and song lyrics

> The Birthing Stories group poem

> An animated video installation.

‘Born With You’ is available online at https://www.youtube.com/watch?v=NxQxHrdQIC4 and the Birthing Stories vox pop can be accessed at https://www.youtube.com/watch?v=kgB6ajcw-tU&t=139s.

The launch event attracted diverse attendees, including consumers, healthcare providers, WCHN Executive, researchers, Arts in Health leaders and others with an interest in maternity services. Excerpts from the song and vox pop were shared, and audience members had a chance to participate in a Q&A session with project leads and participants. Heather Dunnachie spoke about the future of Birthing Stories as a resource for the Centre for Education and Training, and project participants received copies of the Birthing Stories CD as a thank you for their time and insights.

The stories are now used in antenatal care planning and healthcare provision.


It was clear that participants benefited directly from their involvement in this project. This project offered women a precious opportunity to step out of daily life and explore the meaning of their birth experience to themselves as mothers and also as individuals. The two workshops, a full day session followed by a subsequent half-day consolidation circle, were opportunities for these women to explore their varied experiences of birth within a supportive, non-judgemental group of peers coordinated by experienced, non-clinical facilitators. The non-clinical nature of the process meant that participants discovered for themselves a new language for discussing birth - one which is quite different to more typical clinical recounts which are shared in other unstructured settings.

Centre of Education, Women’s and Babies Division, and Community Engagement Division Birthing Stories by Tessa Kowaliw (consumer), Heather Fran (community member) and Heather Dunnachie.

2Consumers involved in co-design2


Target group New parents and their babies

Passion Projects

https://www.youtube.com/watch?v=NxQxHrdQIC4

https://www.youtube.com/watch?v=NxQxHrdQIC4

https://www.youtube.com/watch?v=kgB6ajcw-tU&t=139s.

https://www.youtube.com/watch?v=kgB6ajcw-tU&t=139s.


CHILD AND ADOLESCENT MENTAL HEALTH SERVICES


To purchase tablets to support young people to virtually complete Strength and Difficulties Questionnaires (SDQ). This is used as a routine measure to screen for emotional and behavioural disorders in children and adolescents referred to a community Child and Adolescent Mental Health Service (CAMHS).


Consumer feedback is there is better access to completing the SDQ and there has been an increase in the uptake of young people, particularly from vulnerable groups completing the SDQ forms. One of the most significant features of tablet technology is its ability to be portable and taken into interview rooms, and filled out in session with clinician support. Prior to this, hard copy paper forms were difficult to fill out.


The impact has been the uptake of young consumers willing to complete the surveys using the tablet technology. The table device is also responsive to children and young people, by respecting their skills as digital natives. Having an electronic SDQ means a reduction in printed materials and costs, better flexibility to collect SDQ data and an increase in mobility. In addition, the tablets provide other relevant apps, like mindfulness apps for children and young people whilst they wait. The impact of the introduction of this technology is expected to have positive outcome in2018


Co-designing the project with consumers and working together as a project team provided an opportunity for staff and consumers to solve a simple but large issue faced by children and young people who access the service.


In order to meet the needs of those affected by mental health problems, we must have a comprehensive, balanced and forward looking framework which CAMHS has with the consumer and carer advisory group ELECT. It is wonderful to have passionate and empathetic carers willing to work in partnership at a governance and service improvement level. When you provide easier access to quality improvements such as our SDQ trial, not only do you build upon existing relationships with the consumers but you also create positive social impact.

Electronic SDQ Trial by Lee Marling and Leanne Galpin (consumer)3Consumers involved in co-design2


Target group Children and young people 6-17 y.o

Passion Projects


SURGICAL SERVICES DIVISON


To collaborate with children and teenagers to design an elective surgery welcome video that respected a preferred method of communication. Children and their families attending WCH for surgery will benefit from this project. WCH completes approximately 10,000 operations on children each year. It is anticipated that children and their families booked for elective surgery and emergency surgeries will have the videos available to them on the WCH website. A team from Surgical Services worked with the Youth Advisory Group (YAG) to consult 115 children, inviting them to comment on how elective surgery information should be communicated and what would children pay attention to. During the script writing, the YAG was involved in co-designing the drafts and filming involved three children from Kids Klub. The final product is two, age appropriate videos that are now available for children accessing the WCH for elective surgery.


Changes that have occurred include a better understanding of what happens in a surgical procedure, self-reports of a reduction in the anxiety relating to coming in for elective surgery (evidenced through letterbox feedback) and greater staff empathy with children by understanding what reduces pre-surgery anxiety.


The impact was immediate with the video being viewed by over 100 children in the first month. The project has motivated the clinical team to consider other resources that could be developed to support consumers. It is expected that 10,000 children will view the online videos by September 2018.


Co-designing the project with consumer and working as a team were key features of the project. The project supported staff to develop a resource that was lacking. The funds supported the payment for filming and consumer participation.


A multiple layered approach to consumer engagement occurred. Contact with our consumers was both positive and rewarding. The families that were filmed were very flexible, motivated, genuine and skilled. The YAG were clear advocates and knowledgeable, and were able to provide excellent information and feedback. The Youth Symposium provided excellent information, enthusiasm and a reminder of why we were focused on developing the resource.

Welcome to Surgery video for children and young people by Cate Slape and Bettina Anderson4

Consumers involved in co-design1093


Target group Children 0-18 y.o booked for elective surgery

Passion Projects


Informing the Community“To be powerful, accurate knowledge and metrics matter”


Informing the Community

WCHN Public Promotion Framework The framework provides a coordinated approach that builds into the Person and Family Centred Care fabric of the Network in terms of the way we provide information on safety, quality and innovation to our community. The Consumer and Community Engagement Strategy recognised the necessity of public reporting. WCHN is committed to using a range of methodologies which are culturally and developmentally appropriate for our target audience to provide meaningful and relevant information.

Consumer and Community Newsletter Ten Newsletters were produced in 2017, totalling 193 pages of timely information to 356 registered newsletter stakeholders, with a reach of over 10,000 South Australian community members. Popular additions within the newsletter, based on consumer annual report feedback are:

> Director’s Report

> Top 10 lists written by consumers

>“You-Said – We-Listened – We-Did” closing the feedback loop feature

> Images

> Training calendar

Women’s and Children’s Hospital website – “Consumer and Community” PagesAspects relating to consumer and community engagement on the WCH website continue to be regularly updated. New web pages co-designed or reviewed with consumers include:

> Consumer vacancies

> Consumer and Community Engagement

> Children and Youth Health Pledge (new)

> Informed Consent (new)

> Person and Family Centred Care Awards (new)

> Podcasts “Consumer Stories” (new)

> Passion Projects

> Consumer e-library

> Hospital map

Consumers recommended that the introduction of new concepts, frameworks or publications include an introductory video. Two new introductory videos were created in 2017.

The top five areas with the most clicks include:

> Podcasts “consumer stories”: A library of stories illuminating the benefits of being a consumer representative within WCHN through a child, adolescent and carer perspective.

> e-Library: A catalogue of items including posters, videos and information sheets produced by the Consumer and Community Engagement Unit.

> Person and Family Centred Care Charter: A page dedicated to the promotion of the four pillars of the charter.

> Consumer and Community Engagement: Q&A resource for future consumer representatives to learn about the role.

> Consumer Representatives Annual Schedule: A table of all current events relating to consumer and community engagement

> Youth Advisory Group: Information pertaining to the operations of the Youth Advisory Group.

Among the key issues discussed at the symposium were bullying, body image, health service

provision for teenagers and poor diet among young people. Rather than looking at these

through the clinical or academic lens, our young people will investigate these aspects of youth

health from a lived experience perspective.

The event provided for fertile ground for innovation leading to four tangible outcomes:

Feedback gathered will lead to the development of a video for Surgical Services division to

help reduce the anxiety children face when coming in to hospital for surgery.

Stories were collected about the bio-psycho-social impacts of bullying and will be used as

narratives for capacity development.

A new health Pledge for youth was crafted with more than 100 current consumers

contributing alongside the 115 young people at the conference.

Three schools will design helmet safety campaigns and present results to the Director,

Consumer and Community Engagement on 5 May 2017.

Consumer and Community Engagement Unit Update

Issue 21 – March 2017

Consumer & Community Newsletter Community Engagement Unit

I look forward to continue working with you for better healthcare outcomes.

The value of having consumer and community perspectives within our Network is immeasurable.

We are fortunate to be able to access the depth of wisdom and knowledge of lived experience to influence our perspectives.

One of our strengths is the increased role that cultural awareness plays in our decision making.

In the last 12 months there has been a considered focus towards shaping and strengthening the voice of women, children, teenagers and families who identify as coming from a culturally and linguistically diverse (CALD) background.

The proportion of Australians born overseas is now at the highest point in more than 100 years, approximately 6.6 million people (28%). Since 2005-6, migration has been the main driver of Australia’s population growth. As a health organisation we share the vision of Multicultural SA to achieve an open, inclusive, cohesive and equitable society, where cultural, linguistic, religious and diversity is understood, valued and supported.

The Network’s Cultural Roundtable comprises staff, consumers and community members. It has partnered with Multicultural Youth South Australia and Multicultural Communities of South Australia to ensure that we are advancing the needs, interest and concerns of our targeted health populations. The Cultural Roundtable has four objectives:

1. To promote cultural considerations and capability in direct care provision. 2. To support education, training and capacity development of Women’s and Children’s Health

Network (WCHN) staff to be culturally aware practitioners. 3. To support productive diversity by providing easy access to health information to ensure that

language is not a barrier to patient care. 4. To celebrate multiculturalism.

Following on from last year’s inaugural Cultural Diversity Month the next 31 days will again be a magnificent celebration. The theme of for the month is “everyone belongs”.

Over the next month consumers, families and staff are encouraged to make moments of magic. I encourage you to talk openly and have discussions about respect, fairness and a sense of belonging. The Cultural Roundtable believes that when we discuss with an open-mind we can truly understand the health impacts of migration, not speaking English, race and ethnicity.

Take advantage of decorating your work space and make sure you attend the events, particularly the Grand Rounds on 15 and 29 March which promise to be entertaining and informative. Please come to the Community Expo on 16 March between 12pm and 3pm, on the Play Deck to visit the stalls hosted by seven local not-for-profit organisations which provide migrant and refugee services. Finally, please have fun and celebrate cultural diversity.

Allan J Ball Manager, Consumer and Community Engagement

Consumer and Community Newsletter


WCH TV ScreensStaff and consumers continued to co-design TV slides, which were displayed on a rotational basis on six TV screens around the WCH campus. A total of 1223 slides were produced in 2017, with a high number of health promotion messages relating to Person and Family Centred Care.

The TV slides have rated as a popular communication method for our consumers and carers, with health promotion, events, services and information on consumer engagement featured on brightly designed slides operating 24/7. The TV slides enable accurate, timely and developmentally appropriate information to be broadcast to our diverse stakeholders who access the Hospital. Regular features include a consumer representative and volunteer profile, healthcare rights, Person and Family Centred Care Charter and consumer feedback mechanisms.

Example of WCH TV slides


SA Health Social MediaAction 2 of the Consumer and Community Engagement Strategy is to increase the utilisation of communications, particularly social media platforms to educate our community. In 2016, WCHN utilised SA Health Facebook and Twitter to communicate key message on social media.

44 FACEBOOK POSTS ABOUT: > Information about our services

> Recognition of achievements

> Affiliations with community partners

> Updates from the consumer engagement unit

> Promotion of new initiatives.

16FACEBOOK

VIDEOS

423,029 VIEWSOF POSTS

6,537 PEOPLE VIEWED MORE THAN 95% OF ONE OF THE 16 VIDEOS CREATED

DOGGY COMFORT SPOT ON 30 JANUARY 2017

169,656 Accessed a social media post

relating to information on

Consumer Engagement.

25,306 VIDEO VIEWSTHE MOST POPULAR AWARD


Consumer Safety and Quality Report 2016

The Second Edition Consumer Safety and Quality Report was produced and distribute to all WCHN staff, 203 members on the WCHN Consumer Database and 356 registered newsletter stakeholders. It was accessed by 287 members on Basecamp and was available for the public to download from the WCH website. Fifteen consumers and staff contributed to the report with an address from the Chair, Youth Advisory Group, Mr. Jason Cutler. The report was socialised through the consumer database, with seven positive comments made on the literacy of the document.

Consumer and Community Engagement 2016 Report CardThe inaugural Consumer and Community Engagement Report Card was created in 2016 to provide a look back at the achievements, milestones and initiatives co-designed with the community. The detailed report card provides insight into the consumer governance structure, influence and impact of consumer feedback and reports on the roll out of the Consumer and Community Engagement Strategy.

Consumer and Community ExposThe WCHN actively participated in a number of community expos to support community affiliates and collaborates, including:

> KYDX Children and Youth Disability expo

> SA Health Aboriginal Children and Family expo

> Reconciliation Week expo

> Harmony Day expo

> NAIDOC week expo

Youth Symposium


Reward and Recognition“Appreciation goes a long way to motivation”


Reward and Recognition

Person and Family Centred Care AwardsThe awards were new in 2017, resulting from consumer and community feedback. The WCHN aims to provide an open, kind and positive healthcare experience for our consumers and families. Our consumers were invited to recognise outstanding healthcare provision by a staff member from any of our teams. The Person and Family Centred-Care Awards recognise healthcare provision that is Positive, Kind, Informative, Collaborative and Clear.

WCHN staff with WCHN Executive celebrating award winners

STAFF RECEIVING RECOGNITION

277MONTHLY WINNERS

11 2017 STAFF MEMBER JOANNA PUGLIESE - PLAY THERAPIST, PAEDIATRIC OUTPATIENTS

In 2017 the Person and Family Centred Care Awards recognised


Allied Health, Complex and Sub-Acute Care 6Child and Family Health Service (CaFHS) 74Child and Adolescent Mental Health Services (CAHMS) 5Centre for Education and Training 1Child Protection Services 2Consumer and Community Engagement 5Executive 3Nursing and Midwifery 2Paediatric Medicine WOW! 102Pharmacy 3Safety and Quality 1Surgical Services 23Women’s and Babies 40Youth and Women's Safety and Wellbeing Service 10

Consumer Representatives at the 2017 SA Health Awards

DIVISION NOMINATIONS


Consumer and Community Engagement AwardsIn December 2017, consumer representatives and staff gathered for an appreciation and reflections morning tea whilst hosting the 2017 Consumer and Community Engagement Awards. It was an opportunity to acknowledge the positive impact our consumer representatives are making and how staff are embracing the six principles of Person and Family Centred Care: diversity, access to information, empathy, partnerships and transparency. Our philosophy since embarking in this journey has always been “nothing about consumers without the consumers”. All 203 consumer representatives were acknowledged for their outstanding contribution towards the sustainable re-design of processes and services. Staff were recognised as key collaborators, central to the motivation and innovation underpinning consumer engagement.

The recipients of the 2017 Consumer and Community Engagement Awards for “outstanding contribution to consumer and community engagement” were:

Bettina Anderson, Safety and Quality Manager, Surgical Services Division for her outstanding contribution to the four pillars of Person and Family Centred Care and driving innovation in the division to focus on consumer experience.

Jason Cutler, Chair Youth Advisory Group for five years of planning, implementation and co-design which has seen the development of WCHN’s inaugural Youth Advisory Group and maturing of this group’s influence to bring quality improvements such as the Youth Guide to Places and Spaces, Youth Health Conference and Shared Decision Making Pledge.

Phil Robinson (Executive Director Corporate Services), Allan Ball (Director Consumer and Community Engagement), Jason Cutler, Bettina Anderson and Lisa Lynch (Acting Chief Executive Officer).


2018 Forward“Fail to make plans, you are planning to fail”


2018 ForwardIn 2018 a key priority area will be to strengthen a range of accountability measures and practices established for measuring and communicating outcomes of consumer engagement. Crucial to this will be an evaluation of the Consumer and Community Engagement Strategy and Responsiveness Plan 2015-2018. The WCHN will be consolidating evidence against the new National Standards as it prepares for 2019 and will be developing the 2019–2024 Consumer and Community Engagement Strategy. The workplan will focus on actions stemming from the Young Person Think-Tank, Person and Family Centred Care Annual Report, Gaps as part of the Standard 2 analysis and 2017 Consumer Representative Annual Report. There will be five final actions to close out the 79 recommendations from the current Consumer and Community Engagement Strategy.

Our work will continue to be underpinned by Planetree principles with the following points for consideration:

Cu

ltu

ral

tra

nsf

orm

atio

n Effective Person and Family Centred Care demands a full and authentic cultural commitment that calls for:

> Transformation

> System support

> Principles of engagement

> Clear targets

> Strategic vision

> 2019–2024 Consumer and Community Engagement Plan

> Cultural Audit

> Know Your Rights Listening Post

> Consumer Coffee Club

Co

nsu

mer

ac

tiva

tio

n To activate consumers to participate in their care, they need access to quality and accurate information, a culture of partnership and to shift from passivity to active engagement. They need to be makers and shapers of their healthcare, rather than users and choosers.

> Welcome to the Hospital video for children and young people.

> Rural-Based School Ambassador Program

> Drop the Jargon Campaign “Health Literacy”

> Family Huddle expansion

Staf

f en

gag

emen

t Staff need to be driven in the pursuit of Person and Family Centred Care principles. There needs to be a clear bridge between the gap of “intention to act” and “outcomes”. Staff need to feel valued and equipped with education to provide exceptional person and family centred care.

> 2018 Person and Family Centred Care Awards

> Child and Youth communication framework

> WCHN Health Literacy Procedure

> Embedding the concept of T.U.N.E and shared decision making for children and young people

Lead

ersh

ip

dev

elo

pm

ent Every effective person and family centred care

organisation has an engaged and effective leadership team. They provide the scope to the organisation and support. Their end goal is the same as that for the staff and the consumer the best care. Leadership involves a process of developing and sustaining behaviours that lead to living and breathing the value. Leadership includes developing the sustainability of the future workforce.

> Person and Family Centred Care Network 2018 Workplan

> 2018 Education, Innovation, Safety and Quality Report Card

Opportunity for WCHN in 2018 WCHN activitiesPlanetree principles


Perf

orm

ance

im

pro

vem

ent Healthcare organisations need to know

what they are measuring, monitoring service efficiency whilst providing optimal consumer experiences. Using human-centred rather than process-oriented approaches, organisations have a plan to discover ways to improve or co-design effective systems to enhance care quality

> Evaluation of the 2015-2018 Consumer and Community Engagement Strategy

> 2015–2018 community report on outcomes in WCHN Consumer and Community Engagement.

Envi

ron

men

t Healing environments that have a demonstrated positive impact on the consumer and the staff experience are ones that promote dignity and respect. Environments should enhance safety and provide a non-clinical feel. Environments should be receptive and responsive to nurture, holistic care and cultural appropriateness.

> 15 Steps Challenge – Day of Surgery Admissions and Holding Bay

> 2018 cultural audit

> 24 hours in WCHN communication guide

> Smoke-free WCH Campus

Opportunity for WCHN in 2018 WCHN activitiesPlanetree principles

For more information

WCHN Consumer & Community Engagement Women’s and Children’s Hospital 72 King William Road North Adelaide SA 5032 Telephone: (08) 8161 6935 www.wch.sa.gov.au

If you do not speak English, request an interpreter from SA Health and the department will make every effort to provide you with an interpreter in your language.

www.ausgoal.gov.au/creative-commons

Disclaimer: Contents of this report cannot be reproduced without the written consent from the Community Engagement Division, contact the Director Consumer and Community Engagement on 8161 6935.

© Department for Health and Ageing, Government of South Australia. May 2018. (Digital Media 6787)

Documents

Consumer and Community Engagement Summary 2017novita.portal.com.au/support/consumer/documents/... · Our achievements outlined in our 2017 review are the result of a well-coordinated,