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Information for consumers and families
Involving you and your family in healthcare
Women’s and Children’s Health Network
The Women’s and Children’s Health Network is like
a wise owl resting upon three books that inform the
organisation. A book based on consumer input, one
that involves staff knowledge and one on the latest
literature. It is important to remember that when
staff ask you: “What do you think?”, they want to
share the decision-making with you.
- Tara, carer
“
مهفت يك يهفش مجرتم ةدعاسم ىلإ ةجاحب تنك اذإ مقرلاب لاصتإلا ءاجرلا بِّيتُكلا اذه يف ةدراولا تامولعملا8703 8161.
ဤစာအုပ္ငယ္ပါ အခ်က္အလက္မ်ားကို သင္ နားလည္ရန္ အတြက္ ကူညီေပးရန္ စကားျပန္ တစ္ဦးကို သင္ အလိုရွိလွ်င္ ေက်းဇူးျပဳ၍ ဖုန္း 8161 8703 ကိုဆက္ပါ။
نامجرت کمک هب ترورض هوزج نیا تامولعم ندیمهف یارب رگا“”دیوش سامت هب 8161 8703 نوفلت ربمن اب افطل دیراد
کی کمک هب زاین هچباتک نیا تاعالطا کرد یارب هچنانچ.دیریگب سامت 8703 8161 هرامش اب افطل ،دیراد مجرتم
ترورض هوزج نیا رد هدش دیق تامولعم ندیمهف یارب رگا هب 8161 8703 نوفلت ربمن اب افطل دیراد نامجرت کمک هبدیوش سامت
यदि इस पुस्तिका में दी गई जानकारी को समझने में मदद के लिए आपको दुभाषिए की ज़रूरत है, तो कृपया 8161 8703 पर फ़ोन करें।
यस पुस्तिकाको जानकारी बुझ्नको लागि दोभाषे चाहिएमा कृपया 8161 8703 मा फोन गर्नु होला।
ਜੇਕਰ ਤੁਹਾਨੂੰ ਇਸ ਪੁਸਤਿਕਾ ਵਿੱਚ ਦਿੱਤੀ ਜਾਣਕਾਰੀ ਨੂੰ ਸਮਝਨ ਵਿੱਚ ਮਦਦ ਲਈ ਕਿਸੇ ਦੋਭਾਸ਼ੀਏ ਦੀ ਲੋੜ ਹੈ, ਤਾਂ ਕ੍ਰਿਪਾ ਕਰਕੇ 8161 8703 ਤੇ ਫੋਨ ਕਰੋ।
Nếu cần thông dịch viên giúp mình hiểu thông tin trong tập sách này, xin quý vị gọi số 8161 8703
如果您需要口译员帮助您理解本文件的内容，请致电： 8161 8703 “
Contents
4 Welcome to Women’s and Children’s Health Network (WCHN)
6 Our promise to you and your family
8 Teach-Back method
12 Rights and Responsibilities
19 Person and Family Centred Care
20 My Quick Guide
23 Cultural Needs
24 Consent
26 Shared Decision Making and Wallet Cards
30 Choosing Wisely
32 The Villains of Shared Decision Making
38 Open Disclosure
40 Medication Safety
42 Consumer Feedback
44 Consumer and Community Engagement
46 My Checklist
51 Other Documentation
Use this booklet to check
and record questions for
any of the services you
access in the Women’s and
Children’s Health Network.
Bring it with you:> when attending appointments> when you see your
healthcare professional.
Welcome to the Women’s and Children’s Health NetworkThe Women’s and Children’s Health Network (WCHN) is the leading provider of health and community services for children, young people and women in South Australia.
It is one of five Local Health Networks in the state and it brings together acute services, through the Women’s and Children’s Hospital (WCH), and community based health care services for babies, children, young people and women. The WCHN is supported by a Board.
Our vision is excellent healthcare for children, young people and women. In providing excellence in health care and improved health for babies, children, young people and women, we build the foundations for a healthy and vibrant South Australia.
WCHN works in partnership with our clients and their families, the community and other service providers to promote, maintain and restore health. We have a statewide role, however in some areas our service extends beyond state borders.
All information on our services can be found on the WCH website www.wch.sa.gov.au
Quick LinksTo be respectful to everyone visiting hours apply at the WCH. Speak to a staff member to learn about hours in the ward you are visiting.
Information on the Women’s and Children’s Hospital
Information on Rights and Responsibilities
Information on insurance and finances 8161 7336
Make an appointment with an interpreter 8161 8703
To call the Women’s and Children’s Hospital 8161 7000
Children’s Emergency 8161 7044
Women’s Assessment Service 8161 7530
Want Police, Fire or Ambulance 000
Parenting Help 1300 364 100
Health Direct 1800 022 222
Crisis Care 13 16 11
Domestic Violence Helpline 1800 800 098
Breastfeeding Helpline 1800 686 268
Childcare Access Hotline 1800 670 305
All information on our services can be found on the WCH website www.wch.sa.gov.au/about/contact/
Know your rightsWe want you to receive the best health service. You have a right to know what the
responsibilities are of our staff at the Women’s and Children’s Health Network. As a service there are eight rights that our staff follow when they work in partnership with you.
Access
Information
Safety
Participation
Quality
Privacy
Respect
Comment
Coming to the
Information for patients and
families
Women’s and Children’s
Hospital
www.wch.sa.gov.au/about/publications/booklet/flash/coming_to_wch.html
http://www.wch.sa.gov.au/support/consumer/documents/My_Rights_Colouring-in_Book.pdf
https://www.cyh.com/library/child_health_record_full_2018.pdf
Colouring-in book
MY RIGHTS
www.wch.sa.gov.au/support/consumer/documents/Know_Your_Rights_Teen_Postcard.pdf
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Our promise to you and your familyThe Health Network is committed to ensuring our consumers and visitors understand what is happening to them when they visit one of our sites. We are committed to the principles of Person and Family Centred Care which means we take seriously:
Informed consent.
Shared decision-making in your healthcare or birthing experience.
Having access to accurate information in a format that is comfortable
and meaningful for you.
Orientation to the ward, unit or service you are accessing.
Treating you with dignity and respect.
This is your guide to partnering in the planning of the health care treatment, procedures, tests and care.
1
2
3
4
5
Involving you and your family in healthcare - WCHNpage 6
Check-back methodThe check-back method makes sure you have understood what your health care provider has told you or your family.
Check-back method is used after your health care provider has explained a plan, concept or provided new information to you.
You and your family has the power to say:
Can I just tell you what I have understood to see if I have got it right?
Health care providers may want to know:
> If you have a clear understanding of what is happening?
> How confident you are feeling with the information that is provided?
> How will you know something is going wrong?
> What is your plan if something is going wrong?
My initial questions for my healthcare professional:
My list of things that I am unsure about:
The people who are here to support me:
What is really important to me?:
Involving you and your family in healthcare - WCHNpage 8
Rights and Responsibilities
My eight health care rights are:
Access
To access health and community services to meet your own or your family member’s identified health care needs.
Things to consider:
> If you are admitted to a public hospital, decide whether you want to be treated as a public or private consumer.
> Understand that in some circumstances you may need to travel or wait to receive treatment.
> Try to attend booked appointments.
This means to me:
Safety
To be safe from abuse. The right to receive services free from discrimination and harassment.
Things to consider:
> Let staff know if you think something has been missed or an error has occurred.
> Be familiar with the WCHN Family Escalation of Care process.
This means to me:
Quality
To receive excellent services that are safe and reliable. To ensure your health care is coordinated and complies with legal, professional and ethical standards.
Things to consider:
> Let staff know what your health care needs are by being open and honest with staff.
> Ask questions of staff and if you want more information please let staff know.
This means to me:
Participation
To actively participate in decisions about your or your family member’s care. This includes the right to seek advice or information from other sources and the right to give, withhold or withdraw your consent at any time.
Things to consider:
> Let staff know if there are changes to your condition or new symptoms appear.
> Seek a second opinion if you have any uncertainty
> Use the pages, checklists and wallet cards in this guide to share decisions.
> Consider involving your family, carers or other nominated support people to support your decision-making.
This means to me:
Privacy
To have your privacy respected and your personal information kept confidential and secure. Your health care information will not be shared without your consent unless you or others are at risk of harm or the information is required by law. This includes the right to request and gain access to your own records.
Things to consider:
> You can request access to your health care records.
> Understand that in some situations your health information will need to be shared between health providers.
> Respect the privacy and confidentiality of others.
This means to me:
Respect
To be treated with courtesy, dignity and respect. To receive services that respect your culture, beliefs, values and personal choices.
Things to consider:
> Discuss plans that have been agreed with staff and let them know if you have been unable to follow these plans.
> A WCHN staff promise to be kind and positive in their interactions.
This means to me:
Information
To be informed about the care provided to you or your family member. This includes information on options and costs. Also, when needed, the right to a professional interpreter.
Things to consider:
> To be informed of what is happening.
> To be provided with accurate information.
> To share the decision-making.
This means to me:
Comment
To comment and/or complain about the service you or your family member has received. This includes the right to a representative of your choice to support and advocate for you.
There are many ways to give your feedback. When making a complaint or compliment, try to provide your feedback in a way that is respectful to other consumers and WCHN staff.
You can give feedback on your experience, by clicking this link www.surveymonkey.com/r/9ZG8ZCQ
Three documents that you might see around the Health Network to explore your rights:
> Colouring Book
> Postcard
> Poster
Ask for a copy of the documents or download / view them online at www.wch.sa.gov.au/consumerandcommunity
My Reflections
Have I seen information on “Your Rights and Responsibilities?”
Has this been explained to me and how?
I want a staff member to explain these further? and this is how?
Your Health Care – How you can help?To help us provide you with better care, it is important that you:
> Tell staff if you require more information, or if there is anything that you do not understand or are worried about.
> Follow your health care plan, or let your health care provider know if you are unable or unwilling to do so.
Information you should tell health service staff:
> Your medical history and that of your family. This includes any problems, complications or bad reactions that you have previously experienced.
> Any treatment or any medication you are (or should be) taking, including any complementary, natural or alternative medicine.
> Any change in your condition, including any problems you may have with any medication or treatment you are receiving.
> Any special needs you have, including those of cultural or religious significance.
Please be considerate of staff and other patients:
> Acts of violence, swearing, threats or verbal abuse towards another patient, relative or staff member are not acceptable.
> Be aware of the needs of other patients and their privacy.
Involving you and your family in healthcare - WCHN page 17
We will:
> Treat you and your family with dignity and respect
> Communicate clearly and openly with you and your family
> Actively involve you in the decision making
> Be positive and kind
Person and Family Centred Care
Informing you about your appointment time and location.
Health care provider will introduce themselves.
Using your right name.
We will continue to ask you if you have any concerns or questions.
Health care provider will show compassion.
Asking if you are feeling comfortable.
Treating you with dignity and respect.
Providing you with access to accurate information.
Treating you with dignity and respect.
Considering privacy when sharing your information.
Asking if there is anything that you are worried or anxious about.
Sharing worries and fears.
Please provide your feedback by
answering 3 questions.
We want to hear about your
experience at the Women’s
and Children’s Health Network
www.wch.sa.gov.au
or
Comment on person and family centred
care by outlining your experiences of
services provided.
Involving you and your family in healthcare - WCHN page 19
My Quick GuidePoint at a word or symbol to help staff understand what you need:
Hungry
Bath/Shower
Interpreter
Transport HomeDischarge
Pain
Medication
Breastfeeding
Family/Support
Lost my way
ThirstyTelephone
Feelings
Angry
Happy
Confused
Hot
Dizzy
Scared
Fine
Sleepy
Cold
Sick
Involving you and your family in healthcare - WCHNpage 20
My ComfortMy current level of comfort is:
0 – I am comfortable and feel safe
10 – I am extremely uncomfortable, not relaxed and distressed
Draw where it hurts on the human body.
0
2
4
6
8
10
Cultural NeedsIf you have cultural, spiritual or faith needs; please complete the relevant section:
(Please tick)
articles of faith
clothing needs
place and time of worship
food and nutrition
pregnancy and birthing
palliative care
treating you with dignity and respect.
Comment Here:
Involving you and your family in healthcare - WCHN page 23
ConsentInformed consent is freely deciding to undergo a medical treatment or procedure after understanding why the treatment is recommended (the benefits), what other treatment is available and what might go wrong during the treatment (what are the risks and complications of the procedure).
People aged 16 years or older who are capable of understanding the treatment and the risks and benefits of the treatment have the right to freely decide their health care.
Consent is given by the parents or guardian for children and young people aged less than 16 years.
In some cases a young person under 16 years can give their own consent.
Being able to freely decide means that you feel that you have a choice, that you have enough time to make up your mind, and that you can refuse to have the treatment and be offered ongoing health care.
Please talk to your healthcare professional if your treatment plan differs to what you or your parent or caregivers think.
Before providing consent you should be sure you understand the treatment, the benefits and risks of the treatment and any other treatment you could have. Keep asking questions until you understand. Some questions you might like to ask are:
> What happens during this treatment?
> Why do you suggest this treatment?
> How will this treatment make my condition better?
> How long will I take to recover from this procedure?
> What else could I do to make my condition better? Why aren’t these treatments the first choice?
> What can go wrong? How often does this happen? What can be done if it does happen?
> Do you have any information I can read about my condition and the treatment?
> If you are unsure about the treatment, you can ask to see a different doctor/health care worker for their opinion.
> If you want an interpreter or cultural consultant, just ask.
If you change your mind, you can inform your healthcare professional worker that you withdraw your consent. The your healthcare professional worker will try to understand why you have changed your mind and work with you to develop a new treatment plan.
If your personal circumstances change after giving your consent and before the treatment has started, or before the treatment has finished, you should tell your doctor or health careworker, in case the treatment is no longer the best choice for you.
In an emergency, urgent treatment can be provided to you or your child without waiting for consent.
Your consent or permission is required to take photographs or make video or audio recordings of you.
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Shared Decision MakingShared decision making is term that is used in hospitals and health care settings that empower you and those who care for you to help make the decisions what you or your parent or caregivers think. Our healthcare professionals will support all of our consumers to be informed and make informed decisions. Shared decision-making means you will work with your healthcare provider in a deliberate way to make decisions.
Shared decision-making in WCHN has three parts:
I: Sharing what is important to you, and seeking assurance for things you are concerned about.
YOU: Listen to the information provided by a healthcare provider.
Help me understand what the best choices are.
WE:Find common ground on preferences and treatment.
Monitor choices together.
One of the common concerns in shared decision-making is that consumers may not have the necessary time, knowledge and skills to participate. It is our responsibilty to take extra time with you and your family, to ensure all your questions have been achieved.
Helping to make decisions
My understanding of what is happening
What are my test and/or treatment choices?
What are the benefits and risks of these choices?
Benefits: Risks:
To help me make the right decision I would like:
Graphs Photos of what will happen Factsheets
A checklist To see a video
What are the next steps?
A list of worries, concerns and feelings right now?
I like information presented (tick all that apply)
Written Text Email
Talking Checklists Caregivers
Involving you and your family in healthcare - WCHNpage 26
Assessment:
Why do I feel unwell and my reason for this feeling?
What else could I be doing?
Who can help me make the right decision?
Treatment:
My understanding of what is happening?
Do I need a test or treatment?
What are my test and/or treatment choices?
What are the benefits and risks of these choices?
Who can help me make the right decision?
What should I do if my symptoms get worse?
A list of my worries, concerns and feelings right now.
Decision support toolsAsk your healthcare professional what patient (consumer) decision support tools are available to support shared decision-making. These help with making choices.
The International Patient Decision Aid Standards (IPDAS) collaboration provides further information about the aim and purpose of aids.
Videos that I could watch:
Written decision aids I could source:
Websites where I can discover more information:
Choosing WiselyThe Women’s and Children’s Health Network is a Champion Health Service for Choosing Wisely, an international initiative which aims to reduce unnecessary tests, treatments and procedures.
Choosing Wisely is an initiative of NPS MedicineWise, which draws on the expertise of Australia’s peak medical bodies to develop lists of the tests, treatments, medicines and procedures where evidence shows they provide no benefit and, in some cases, lead to harm.
We encourage all patients and families who use our services to ask five key questions:
> Do I really need this test, treatment or procedure?
> What are the risks?
> Are there simpler, safer options?
> What happens if I don’t do anything?
> What are the costs?
With the complexity of tests, treatments, and procedures available to modern medicine, the challenge is that not all add value. Some are rendered redundant as others take their place. Unnecessary practices are a diversion away from effective care. They often lead to more frequent and invasive investigations that can expose the consumer to undue risk of harm, emotional stress, or financial cost.
By working together with your clinician and actively questioning the use of tests and procedures we can develop the best possible health plan for you.
Involving you and your family in healthcare - WCHNpage 30
I may experience:
> Healthcare professional being preoccupied with paperwork, others or technology
> being put on the spot
> Healthcare professional being too long in a meeting or chatting without a break
> filtering what I have to say.
The Villians of shared decison-making
Creating the idea of villians and heroes for children and young people may help in promoting shared decision making. The WCHN respects the right for everyone to participate. So we want you to watch out for some of the villains that may appear in conversations, and for you to be the “hero”.
I may experience:
> Healthcare professional not having enough time
> Healthcare professional making an assumption that I do not have capacity.
Involving you and your family in healthcare - WCHN
I may experience:
> big terms and words, that I do not understand. I may experience:
> “should” and “must” statements
> being too formal
> under-estimating my skills
> Healthcare professional wanting my get it “right”.
Involving you and your family in healthcare - WCHN
How can I be a hero in shared decision making? Share these with your healthcare professional.
> Ask them to be more playful. Suggest they could start with a joke or a game or ask about a non-medical related topic.
> Share something else that is on your mind, if you are not yet feeling comfortable to talk about what is going on.
> Let them know if you want the conversation to remain private and if you want a support person.
> Develop a list of questions by using a “Question Builder” and bring these with you. You can access this tool by visiting www.healthdirect.gov.au/question-builder
> Let them know how you want to participate and take part in the conversation.
> Be prepared with ideas on your treatment preferences.
> Write down as much as possible.
> Ask them to “drop the jargon” and abbreviations.
> Ask for tools like app’s, websites and written information that can help you make a decision.
> We will tune in.
> Treat you as an individual.
> Understand your illness, birthing or physchosocial experience may not be your only concern
> Nourish your need to be heard
I may experience:
> Healthcare professional not actively listening to me
> Healthcare professional ignoring age in culture and developmental factors
> Healthcare professional sharing too much about themselves or their opinion.
You have a right at every visit to ask for the healthcare provider to explain to you what is going on. Our staff are happy to recap on your choices at each appointment.
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Open DisclosureOpen disclosure is the conversation that will happen with you/your child and any support people if something happened during your care which caused harm.
What is an incident?If you are harmed during your treatment, we will ensure that a staff member talks with you about it and we will
> listen to your story and gain an understanding of what it means to you and your family
> help you with the next steps of your recovery and identify a single person that you can talk to
> explore why the event happened and make improvements to our systems.
We encourage you and your family to tell the staff of any instances where something has happened during your care at WCHN which has resulted in harm. All of our staff know it is their responsibility to report and take seriously what has happened.
If you require assistance with your report, your healthcare professional is there to support you. Your current treatment or future treatment will not be impacted if you do report. Visit sahealth.sa.gov.au/speakup
for more information on escalation of care.
19074.1 (WCHN)
If something doesn’t feel right, tell us.If you believe your condition is deteriorating,
speak to a clinical staff member now.
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Medication Safety
How can we help?Together with your pharmacist, doctor or nurse, make a list of medicines you are taking.
> Always ask questions about you or your child’s medicines.
> Know when/how often to take them and how to take them.
> Understand if there are any side effects.
> Always keep your medicines list up-to-date.
> Be sure to take your medicines list with you to all appointments with any health professional.
> If you or your child are experiencing side effects or problems with your medicines discuss this with your doctor or pharmacist.
> Make sure you discuss any allergies you or your child has with the doctor, nurse or pharmacist.
> Only ever give you or your child medicines that are prescribed for them.
> Always keep medicines out of reach of children.
> If you are worried you or your child has had too much medicine or the wrong medicine call the Poisons Information Centre on 13 11 26.
Coming to the Women’s and Children’s Hospital
> Take your list of medicines or your child’s medicines with you. Show these to the pharmacist, nurse or doctor.
> Once your medicines have been checked you should give them to the nurse to store in the locked drug room for safe keeping until you go home.
> Doctors, nursing staff or pharmacists will ask you some questions about your medicines. Answer these questions honestly to ensure you are provided with the safest care.
> A staff member will always check you or your child’s name band, date of birth and any allergies before giving medications.
When I leave the Women’s and Children’s Hospital
> Ensure you or your child’s medicines list is up-to-date and you understand what medicines you are meant to be taking and at what times.
> Discuss you or your child’s discharge medications with the ward pharmacist or doctor so you understand if there are new medicines.
> Always check the labels of your medicines for the correct name and instructions.
> Make an appointment with your regular doctor and discuss any changes so they can update their records for you or your child.
The Women’s and Children’s Hospital pharmacy is located in the Kermode Street entrance foyer and can dispense hospital prescriptions for inpatients, outpatients and at discharge.
Pharmacy hours are 8.30am – 6pm weekdays, 9am – 5pm weekends and public holidays.
Medicines Information Centre is open from 8.30am – 5pm weekdays and can be reached on (08) 8161 7222 or via email at [email protected] for further information on medicines.
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How do I make a complaint or provide feedback?Anyone is able to provide feedback about a service that they or their family member have experienced. We welcome all feedback including complaints, compliments, concerns or suggestions. We hope your feedback will help us to further improve our services to you and others.
If you would like to provide feedback, we invite you to discuss it with the staff member in the area involved. If you are unhappy with their response, or don’t feel comfortable talking about it with them, please contact the Consumer Feedback Coordinator. We will work with you to find the best way to respond to you.
You can make your feedback in person, by telephone or by email. All details will be treated with respect and will be confidential.
What should I mention in my complaint or feedback?The following information is useful for us to ensure your feedback is managed quickly and by the correct person:
> name
> phone number
> address or email address
> the patient details (name, date of birth, Medical UR number)
> an explanation of what happened or what went wrong
We encourage you to let us know what you would like to happen with your complaint.
Consumer Feedback
What happens if I want to comment on my experience but it’s not a complaint?You can fill out a short survey by visiting the WCH website on your experience of care. www.wch.sa.gov.au
What happens after I make a complaint?If healthcare professional is unable to resolve your complaint quickly, we will investigate. You should hear from us within two working days to let you know who is helping with your complaint. We are committed to responding to you within 35 days of your complaint.
Who should I contact for more information?Please contact:
Your wards unit or service.
The Consumer Feedback Coordinator Tel: (08) 81616710 or [email protected]
If you are unhappy with the response you receive you can also contact:
Health and Community Services Complaints Commissioner Tel: (08) 8226 8666 or www.hcscc.sa.gov.au
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The WCHN will provide all babies, children, young people and women with the best possible care that is based on person and family centred care. To ensure excellent care, the organisation involves consumers and carers as part of its lived experience workforce.
What is a consumer?Consumers are people who use, or are potential users of the health care service. They can be patients, families, carers, friends and other support people. This includes all users of Child and Adolescent Mental Health Services, community services, Child and Family Health Services and hospital services.
Who can be a Consumer Representative?A WCHN consumer representative can be a current or potential patient, carer, parent, family member or friend. Participation in WCHN services should happen at every level. It begins when you are having treatment, continues through discharge, and is maintained through having a consumer voice. The WCHN has a responsibility to provide consumers with avenues to participate to enable effective partnerships with community groups and consumers.
Consumer InvolvementWorking in partnership with consumers contributes to greater safety and quality of services for the WCHN. Consumer representatives are encouraged to co-design, consult and provide feedback about the delivery of services within the WCHN.
Consumers can be involved in the following ways:
> Membership on a formal committee.
> Review patient safety and quality data and make recommendations for improvement.
> Educate and train WCHN staff on person and family-centered care and the consumer experience.
> Participate in focus groups or workshops on topics relating to design, redesign and service improvements.
> Work in collaboration with staff on time-limited projects, such as the redesign of a community space, or developing a brochure.
> Provide feedback on the way a particular service of the health network is delivered.
> Participate in the crowd-sourcing online consultation hub.
> Support events in the hospital and community sites, including fundraising.
> Attend conferences and present at conferences on behalf of the health network.
> Participate on interview panels for staff selection.
> Become a consumer consultant for a project.
> Participate in a service review team.
> Participate in media and communication activities for the Network.
Find out more by downloading our Consumer Orientation Guide from the website www.wch.sa.gov.au/support/consumer/documents/consumer_orientation_guide_may-2018.pdf
Consumer and Community Engagement
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”
How can consumers formally provide their voice? The health network values a consumer governance model (see below).
Cultural RoundtableHealth Literacy
Group
Youth and Womens, Safety and Wellness Services Consumer
Advisory Committee
Child and Family Health Services
Consumer Advisory Committee
Consumer Feedback and Improvement
Group
Child and Adolescent Mental Health Consumer
Advisory Committee
Person and Family Centred Care Committee
WCHN Board –Sub-Committee Consumer
and Community Engagement
Consumer and Community Partnering Committee
Clinical Safety and Quality Committee
Kids Klub
Youth Advisory
Partnering with Consumers Governance Chart
Consumer feedback mechanisms: Family huddles, WCHN consumer feedback on experience framework and focus groups
Involving you and your family in healthcare - WCHNInvolving you and your family in healthcare - WCHN page 45page 44
I know where I can access the information on my condition?
Yes No Unsure
The person who I can ask for more information from is:
I can contact them by:
I need more information? Yes No Unsure
A list of websites, information sheets or people I can contact to find out more information:
I know that if I am unhappy with the care provided I can speak up?
Yes No Unsure
I know that I can request an interpreter/translator?
Yes No Unsure
I know that I can prepare and ask questions at any time?
Yes No Unsure
I know that I can bring relatives or friends to appointments?
Yes No Unsure
I know about the teach-back method? Yes No Unsure
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NotesBring it with you:> when attending
appointments> when you see your healthcare professional.
Welcome to the Women’s and Children’s Health Network page 47
Person and Family-Centred Care
Awards
Women’s & Children’s Health Network
Let’s celebrate and recognise outstanding healthcare
The Women’s and Children’s Health Network encourages consumers, caregivers, family members and colleagues to nominate staff who uphold our Person and Family Centred Care values.
All nominated staff will be acknowledged. To nominate an outstanding staff member complete the Awards Nomination Form.
For more information please visit www.wch.sa.gov.au
Treat consumers and their family with dignity and respect.
Communicate information clearly and openly with the consumer.
Actively involve consumers in decision making.
Be positive and kind.
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Nomination form download
(DM 6802)
Person and Family Centred Care Awards
Other DocumentationThere are other helpful documents to assist you to make the right decisions and be informed about your care while in our Health Network.
When visiting any of the WCHN services, we encourage you to ask for further information or request to speak to someone who can listen and address any concerns you may have.
For those visiting the hospital, ensure you are provided with the “Coming to the Women’s and Children’s Hospital - Information for patients and families” booklet.
For those visiting community services, ensure you have asked your health care provider for information relevant to the service.
You can also access information about our all our services by visiting www.wch.sa.gov.au
Involving you and your family in healthcare - WCHNInvolving you and your family in healthcare - WCHN page 51page 50
For more information
WCHN Consumer and 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
This document has been reviewed and endorsed by WCH consumers June 2019
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
© Department for Health and Wellbeing, Government of South Australia. June 2019. (Digital Media 6867)
