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Consumer and Community Engagement Unit Update
Issue 18 – October 2016
Consumer & Community Newsletter
Community Engagement Unit
When a child, teen or woman makes contact with us, not only the
individual but their family (however, that may be defined) is
affected. Over the past month there has been a deliberate focus on
person and family centred care at the Women’s and Children’s
Health Network, with the launch on 21 September of the Person
and Family Centred Care Charter.
Over this period I have come into contact with a much greater
number of staff than I typically would in a month.
One of the prevailing questions that staff asked was: “How can we
shift beyond a game of ‘buzzword bingo’ and strengthen our person
and family centred care approach?” I responded by saying that
they, the staff members, are the key enablers in this process.
Person and family centred care starts when a staff member promotes, invites and attends to
co-design of services and co-decision making.
At the moment the majority of the consumers do not initiate these conversations with staff
because they are only just catching on that they can take their healthcare into their own
hands. This is why it is crucial for staff actively invite consumers to participate. Boiled down
to its core, person and family centred care is about providing optimal customer service.
I also remind staff that every interaction has the potential for setting the tone and type of
intimate customer service that can be provided.
Person and family centred care is not defined by certain roles or duration of interaction. All
staff are impacted whether the interaction with a consumer is fleeting or long term.
Person and family centred care can be achieved through the “5 Rs”:
Relationship: Relationship oriented care should be the number one priority.
Repetition: Use moments of exchange to check in with our consumers and families to
make comment.
Realness: Keep communication simple, authentic and genuine. Investigate, explore and
figure out together, and decide on a way forward in partnership.
Recognition: See the human being and put aside defining the person as an illness.
Reflect: Acknowledge the impact of compassion fatigue and health culture.
Person and family centred Care now has a new framework to continue to support the brilliant
levels of care provided to our families. Thank you to all of those staff members, consumers,
community members and families who participated in the activities over September. Our
inaugural month of celebration was truly embraced by all. A special thank you to Jackie, Awa
and Tessa from the Person and Family Centred Care Network Steering Group for your
guidance, advice, input and dedication over the last 12 months.
Allan J Ball
Manager, Consumer and Community Engagement
Consumer opportunities in October
Join Basecamp and be part of our consultation team
Join Basecamp by emailing Allan with “sign me up” in the
subject line. Full details, including the code of conduct, will be
provided. Basecamp gives you access to latest reports and
literature focusing on consumer and community engagement.
It also is a space to close feedback loops, so you can see
what impact your feedback had.
What is happening on Basecamp?
E-Journal Club will discuss the document The Expert Panel Project: Towards Better
Outcomes for Families.
Direct Consumer Consultation: Reviewing documents, patient profiles, supporting child
and teens with complex needs.
To join Basecamp and have you say or join the E-Journal Club email Allan with “sign me
up” in the subject line.
Save these dates! October 2016
1 Newsletter launched.
5 Face painting the Play Deck
4-7 Surgical Services Listening Post Week
6 Youth Advisory Group
13 CEO and Executive Coffee Club (Inpatients at WCH)
12 Fairy face painting on the wards
21 Consumer and Community Partnering Council
24 Consumer and volunteer orientation
27 Consumer Coffee Club. Café Level 2 of the WCH.
Open to all consumers, carers and family.
10am – 11:30am.
Person and Family Centred Care Awareness Month
Person and Family Centred Care or Patient-Centred Care Awareness Month is an
awareness-building campaign commemorated globally every October to engage
healthcare stakeholders in adopting and advancing patient-centred approaches to care.
The term patient-centred was coined by Planetree (a not for profit organisation in the
United States of America) nearly 40 years ago to describe an approach to care that is
organised around the needs of the patient; and promotes relationships between patients,
their families and their healthcare teams that nurture trust, transparency, collaboration and
individualised care.
This year, the campaign encourages health organisations to deepen and
strengthen their partnerships with families.
As part of celebrating Person and Family Centred Care Month the Consumer and Community
Engagement Unit will distribute to all divisions within the Network:
‘I am the expert in me’ stickers for staff to give to consumers and families.
Rainbow name button templates for staff to create a Person and Family Centred Care
name badge.
Both initiatives were the developed and endorsed by the Youth Advisory Group.
Launch of the Youth Guide Places and Spaces
September 5 saw the launch of the Youth Guide to Places and Spaces.
The greater involvement of consumers and the
community at all levels and ages has been one of
the wonderful advances the Women’s and
Children’s Health Network has made in the last
18 months.
We are giving voice to people, who may previously
have been marginalised, and we are learning
about how we as health care workers can improve
the experience for our consumers.
One of the most exciting initiatives to emerge is our Youth Advisory Group, which has been a
vibrant presence within the Network, giving us young peoples’ perspectives on how a modern
health service should look.
Our Youth Advisory Group was established in late 2015 as an action from the Consumer and
Community Engagement Strategy and Responsiveness Plan 2015-2018. Co- Chaired by the
Manager, Consumer and Community Engagement, Allan Ball and consumer Jason Cutler, the
group has 20 active members and is supported by Nick Porter from Hospital Education
Services and Jill Newman, Arts in Health Coordinator with TeamKids.
The Youth Guide to Places and Spaces, which was
devised and created by the group’s members
specifically for children and teens to help demystify
the places and spaces in the Women’s and Children’s
Hospital. This guide is one of the many quality
improvements YAG is working on, all based on
feedback from teenagers aged 12-18 who access our
services.
On launch day TeamKids provided 60 show bags for
kids and teens from the hospital to collect from the
Guides Service, after completing the scavenger hunt
which is on page 5 of the guide.
To access your copy visit the WCH website or email
Allan.
A celebration of Person and Family Centred Care
September focused on person and
family centred care with the
introduction of the inaugural Person
and Family Centred Care Week
between the 19 and 23 September.
As reported in the September issue of
the newsletter, this was a time
dedicated to promoting a principle
unique to our Health Network.
More than nine activities were held
across the five days, driven by
consumer representatives and the
Consumer and Community
Engagement Unit.
Highlights from the week included:
Tessa, the co-chair of the Person
and Family Centred Care Network
Steering Group joined the CEO,
Executive Director of Corporate
Services, Jason (Co-Chair of the
Youth Advisory Group), Manager
of Volunteers, Priya Augustine
(Medical Practitioner), Sandy
Cleghorn (Clinical Services
Manager), Anita Minkus (Clinical
Practice Consultant) and Lana Ngo
(Social Worker) to launch the
Networks first Person and
Family Centred Care Charter
to talk about why dignity, respect,
clear communication, positivity,
access to information and staff
compassion matters in a
transformative health experience.
The Charter will now be rolled out
by an action plan which has 27
operational milestones including
the:
the introduction of an interactive
monthly module in corporate orientation for new staff to the Network
development of a communication package to promote Person and Family Centred Care
continuous roll-out of Person and Family Centred Care week in the Network on the
anniversary week of the launch of the Consumer and Community Engagement
Strategy.
The CEO also provided a response back to the community about the progress of the
Consumer and Community Engagement Strategy and Responsiveness Plan
2015-2018. The community heard how over 50 of the 77 actions have been completed
and the roll out of the plan is exceeding both expectations of staff and the community with
regard to impact.
The launch can be viewed on the WCHN Intranet for staff and the link can be provided to
others by contacting the Manager, Consumer and Community Engagement.
The Person and Family Centred Care Passion Projects sponsored by the Friends
of the WCH Inc. were launched. Two information sessions were held to inform consumers
and staff how they can easily apply for grants up to the value of $5000 to deliver new
initiatives that promote person and family centred care in 2017. Staff who missed out on
the information sessions can contact the Manager, Consumer and Community
Engagement to find out more about the application process. Remember the application
process opens 1 November and closes 30 November.
WCHN Staff, Governing Council Members, consumers and caregivers
at the launch of the Person and Family Centred Care Charter
An evaluation written by our Consumer and Community Partnering Council was
launched so the Council can learn about the strength of person and family centred care
across the organisation. Divisional Directors presented evidence at the debut of a
Consumer Review Panel led by consumers and the Chief Operating Officer Lisa Lynch.
The panel took stock of the strength of the principle by asking 10 questions to develop an
assurance plan. Divisional Directors were eager to present and everyone worked
harmoniously to truly celebrate what is working well and planned to strengthen areas that
need some attention. By using the Twyfords Appreciative Inquiry framework, the
discussions were solution-focused and strengths-based.
Results will be analysed, put into a report and disseminated to the Person and Family
Centred Care Network and Consumer and Community Partnering Council. Thank you to
the Divisional Directors for the leadership they have shown with this task and also to the
panel members. It was a lot of fun and great to see how strong the person and family
centred care principle is within the Network.
An interactive theatre workshop was held in which 62 staff champions from all
disciplines including administrative, nursing, midwifery and medical gathered in two small
groups to participate. Selected staff were once again highly engaged. They applauded the
use of technology and theatre in lieu of traditional modes of training such as butcher’s
paper, brainstorms and small group chats.
An inaugural consumer QandA panel titled “Person and Family Centred Care –
the Difference it Makes” closed off the week. Like the ABC’s QandA, Tessa one of our
Consumer Representatives, played the role of Tony Jones as seven consumers
responded to audience questions in this candid and intimate session about what really
makes the difference in care delivery. Staff felt it was an insightful experience, being able
to hear directly from the consumers about why person and family centred care matters.
Thalia, Amer, Rick, Elizabeth, Annliisa, Vicki, Annabelle and Trevor used personal stories
to respond to questions and authentically portrayed the diversity of our consumer group.
This was such a fabulous event with strong feedback and comments from staff including
“…this was one of the first times I really got to understand the importance of sharing power
and the influence that consumers can truly make”.
The Manager, Consumer and Community Engagement joined Disability and Complex
Care staff, promoting person and family centred care at the Annual Disability, Ageing
and Lifestyle Expo at the Adelaide Showground. Over 300 of our consumers were
provided with Person and Family Centred Care packs.
The unveiling of a Person and Family Centred Care video, which has been produced
by consumers with assistance from Enya Pelling, an intern with the Friends of the WCH
Inc. Enya interviewed seven consumers and two consumer groups, including a young
parent group at Marion Child and Family Health Service (CaFHS), to capture stories direct
from the consumer about the importance of person and family centred care. The video will
be used by the Network as part of the training in person and family centred care. Thanks
to Jess, Amer, Ed, Mahboubeh, Judi, Liam and his parents, Lana, Lily, Aaron, Kyle,
Leanne and the group of mums at CaFHS who contributed their stories and perspective to
shape this video. Finally, a special mention to Christopher Sprod, Senior
Photographer/Videographer with Digital Media, for the extra work he put into this.
Check out some of the behind the scenes fun.
More than 42 consumer representatives contributed a combined 100 hours of effort to make
Person and Family Centred Care Week happen.
The fun wasn’t just in workshops and forums at the Hospital Campus. Wards and services
across the State got into the spirit of Person and Family Centred Care Week by hosting
morning teas, staff meetings and other special occasions to promote the release of the
Person and Family Centred Care Charter. All divisions of the Network were involved with a
total of 32 events held.
Check out the fun below:
Below are the five new documents that have been made by consumers to actively and
creatively promote person and family centred care to internal stakeholders. Documents
include:
internal communication banner for electronic and printed communication to staff
slide as part of the corporate templates
email signature banner
electronic billboard and softcopy poster for display in consumer areas
Person and Family Centred Charter for staff.
During Person and Family Centred Care Week, three public consultations occurred:
1. 19 September café refurbishment. Two members from the Youth Advisory Group were
asked to represent the child and youth voices in the final stages of the high-level design.
Example of how consumers are controlling the design process.
2. Listening Posts were held in the Michael Rice Centre’s ward and clinic areas by Sharon
and Tiffany to gather consumer voices about oncology processes.
Example of how consumers collaborate with the Network.
3. Structured interviews were held in Neonatal Intensive Care Unit and Medical Day Unit by
Tara and Allan to gather consumer voices about the refurbishment of these spaces. Three
years ago an extensive consumer consultation occurred to ensure that these plans
genuinely reflected current consumer needs.
Example of how consumers collaborate with the Network.
Cultural Roundtable
On 14 September the Cultural Roundtable convened and made three recommendations to
the Consumer and Community Partnering Council including;
1. To refocus the Cultural Educational Tours for staff.
The Cultural Educational Tours are a method of training that builds staff awareness of
cultural diversity and cultural needs. Staff visit community sites to learn from community
leaders from a specific ethnicity or spirituality. The Cultural Roundtable felt that the timing
of these initiatives needed to be reviewed to ensure maximum exposure.
2. To adopt recommendations from the WCHN 2016 Cultural Audit.
In August a team from the Cultural Roundtable and Aboriginal Health Roundtable gathered
to audit places and spaces in the Hospital. At the 14 September meeting the group
consolidated the findings of the audit and through the Clinical Safety and Quality
Committee and Consumer and Community Partnering Council identified several actions to
increase cultural safety:
The introduction of Aboriginal, Torres Strait Islander and Interpretation Flags on the
four main entrances to the Hospital (Zone E, Zone F and Kermode Street Entrance).
Placing the Aboriginal Flag on signage around the Hospital that identifies the Aboriginal
Liaison Unit, and including the Consumer Lounge on signage to support wayfinding.
Ensuring written information about translation services is reworded and printed in a
larger font.
Ensuring the display of written information in wards, waiting areas and services is
targeted and printed in the largest font as possible.
Investigating options to increase public works of art that promote Aboriginal and
particularly Kaurna culture.
To include cultural art made by youth in the vicinity of Adolescent and Boylan Wards, to
make it culturally safe for migrants and refugees.
3. For units and wards to introduce cue cards that use symbols and illustrations to
communicate with consumers and families.
Members of the Cultural Round Table felt that the introduction of cue cards that used
symbols and illustrations and reduced the use of the written word would allow for a greater
understanding of clinical terminology. It could also lead to greater empowerment as
consumers would have more control over decision making, autonomy within the ward and
confidence in healthcare planning.
Cue card example:
Members of the Cultural Roundtable also participated in a Transforming Health Forum on
21 September with Vickie Kaminski (Acting Chief Executive, SA Health). There they were
provided with an overview of Transforming Health.
The Consumer and Community Engagement Unit has partnered over the last eight weeks
with Multicultural Communities Council of South Australia and KidSafe to talk with women
from a range of cultural diversity groups. The health promotion and consultation sessions
aim to:
Explain the health rights and consumer responsibilities of the Women’s and Children’s
Health Network.
Promote five critical safety messages from KidSafe, including: choking, car seat safety,
drowning, falls and button batteries.
Women also provided feedback about the information that matters to them when visiting
Women’s Services and or Children’s Emergency.
Call to Action
The Cultural Roundtable has started to plan for Cultural Diversity Month 2017 from
1 – 21 March. You are invited to express an interest in participating in four workshops to plan
for the month’s events. Starting in late October 2016 and continuing through to February
2017, these 90 minute workshops will be the vehicle to ponder, plan and prepare for WCHN
Cultural Diversity Month.
Email Allan your interest. Open membership.
TheMHS Conference
22-26 August 2016, Auckland New Zealand
From Tanya
Key learnings
For me it was about non-binary (or gender diverse) people as this is something I knew little
about. It was great to get inside the head of someone like that and to understand the
struggles they go through on a daily basis having to fit into a world that has based everything
around people either being male or female. I hope that we can move quickly within all health
systems to make these people feel like they belong. After all we are all human.
What will I bring back for Child and Adolescent Mental Health Services (CAMHS)
As the conference is very adult based there was not a great deal of information that would be
specifically useful for CAMHS, but I think the one thing that would be a great step forward for
CAMHS would be to have a peer/lived experience workforce as this is quite well embedded
within most other networks.
What I found most useful about the conference
As this was my second conference I think I knew what to expect and I found it easy to
navigate and network with other people. I think it is important to know about the different
programs that are going on around the world and how they are making a difference. I also
gained a lot of experience from presenting and would look forward to doing it again in the
future.
From Tiffany
I wish I could tell you that I came back with some ground-breaking new information that is
going to innovatively improve services, but that was not the case for me.
What I did come back with was a renewed sense and belief about the importance of the
consumer/carer voice and a deeper understanding of what authenticity really means in the
world of consumer/carer representation and how important it is for both consumers and
services to embrace an authentic approach.
It really was an empowering experience to be able to go and immerse myself for four days
amongst like-minded people who had come together from different locations around the
world, different walks of life, different cultures, varying professions and different life
experiences. We had all come together as one for the good of mental health.
For me it appeared extremely surreal at times, and I often found myself breaking out into a
little giggle when moments of mindfulness crept in. In those moments I made a point of taking
a look around, taking a breath deep and appreciating all that was before me ‒ Tiffany
Marchant a CAMHS/Women’s and Children’s Health Network (WCHN) consumer
representative rubbing shoulders with all these people just doing what we are all so
passionate about, which is sharing parts of ourselves, learning from one another and teaching
others what we have learnt from various different sources, including, of course, lived
experience. It truly was inspiring.
There were so many things going on at the same time it was difficult making a decision on
what to go and listen to.
Key learnings:
Lived experience can help to accomplish advocacy goals that can reduce stigma and
discrimination.
Providing consumers/carers with a safe space to be able to share their lived experience is
vital to the process of authentic service delivery.
Peer workforce is very much alive in other states and New Zealand, and holds great value.
To be effective, collaboration needs to occur at various levels of the service system.
Change is possible. It’s all about reaching and engaging as many people as we can.
I think it’s very important to keep reminding CAMHS/WCHN by way of participation, which in
the face of what can sometimes be tremendous obstacles, consumer leaders have strong and
powerful voices. They are prepared to speak out against adversity, to reject the sense of
isolation and intimidation that often accompanies the roles we participate in, and to continue
asserting ourselves as equals.
I am really looking forward to being able to work with CAMHS/WCHN where I can put into
practice what I have learnt from attending the conference. I believe that from my experience
of having attended and presented at the conference I have grown in ways I could never have
imagined or expected. I am very grateful for that opportunity, and I feel very fortunate that
CAMHS/WCHN have embraced and embedded consumer engagement in such a way that as
consumer representatives we cannot only talk the talk but WCHN provides us a safe and
supported environment to be able walk the walk.
You Said – We Listened – We Did
Consumers have been asking for a strong presence of Child and Family Health Service
(CaFHS) and Child and Adolescent Mental Health Services (CAMHS) and within the
Consumer Governance Structure.
Introduction of CaFHS and CAMHS into Consumer
Governance Structure
At the last Consumer and Community Partnering Council, the members endorsed the
introduction of CaFHS and CAMHS consumer groups to be represented within the Consumer
Governance Structure. This will provide strength to the diversity of our consumer voice and
ensure that a systematic approach is embedded across the Network in relation to consumer
involvement.
On 13 September, CaFHS consumers Tara and Bridget completed
a short film about what it is like to be a WCHN consumer
representative. Tara and Bridget, with the support of Cathy Isam
(CaFHS – Manager Service Improvement), have shaped a plan to
engage every CaFHS site to build their capacity around influencing
decision making and impacting public participation.
The short film answers common questions staff ask including:
What made you decide to become a consumer representative?
As a consumer representative your roles can vary, by using
a continuum of engagement.
What range of activities does a WCHN consumer participate in?
What do you value about being a consume representative?
What are some examples that you can provide to demonstrate the impact public
participation has?
What do WCHN staff need to know about getting consumers involve?
The short film will accompany face to face staff interactions, allowing for the consumer
voice to be central in the recruitment of more consumers to fill spaces on the CaFHS
consumer structure. This approach was considered to be the most effective approach as it
allows leveraging of pre-existing relationships with consumers.
Bridget (consumer representative) and Cathy Isam (WCHN) planning
the video production
Strengthening hospital responses to family violence
On 22 September, Consumer Representatives from the Peak Body joined Allan and staff from
Women’s and Babies Division for a webinar on “Strengthening Hospital Responses to Family
Violence”.
This two-part Australia-wide web conference is part of the Consumer and Community
Engagement Unit’s approach to building our knowledge, capacity and consumer workforce in
relation to White Ribbon.
Consumer Rewind – A spotlight over the last 30 days
The Citizen Jury, Health Literacy Group, Person and Family Centred Care
Network and Consumer and Community Partnering Council all gathered in
August for their respective meetings. Over 30 consumer representatives participated in
these meetings, contributing a combined 61 hours of ideas and decision-making.
Tanya and Tiffany met with the Consumer Engagement Unit to debrief about TheMHS
Conference in New Zealand. They also wrote a piece for the Consumer and
Community newsletter.
KidSafe, Multicultural Communities of South Australia and Consumer
Engagement Unit started two of their 10 sessions to work with women who do not
speak English to inform them of their healthcare rights and five child safety messages. In
addition, the women provided valuable feedback through targeted consultations about the
impact, influence and understanding of the Rights and Responsibilities health brochures,
posters and colouring book.
Amelia and Cat from the Youth Advisory Group continued to meet with stakeholders
involved in the café refurbishment on Monday 19 September. You may recall early in
the year the Youth Advisory Group hosted a 15 Steps Challenge to look at the way the
café could be more youth friendly. They are now critical partners in the refurbishment of
the space.
Vicki and Judith from the Citizen Jury met this month with Andrew Wade from the
Friends of WCH Inc. and Jane Raymond, Director, Allied Health and Aboriginal Liaison to
advance a project that came from the last Citizen Jury. The voucher system, which will
now be known as Help You Give or “HUG” will provide vulnerable families some relief
during the Christmas and New Year period if they find themselves in the hospital. The
vouchers will be for items such as coffees, inpatient meals and gift cards for Rainbows.
Vicki and Judith are leading this initiative. Well done.
Trauma Informed Care Committee welcomed two new consumers after hosting a
competitive and wide consumer interview process. We welcome Mwajemi and Ellie to the
committee. The focus of the committee is to provide support, structure and high-level
advice around trauma informed practice. To find out more about the committee and its
operations please contact Allan.
On 5 September, launched the Youth Guide to Places and Spaces with 60 children
and teens participating in the scavenger hunt and Joseph, a consumer from the Hospital,
helping to officially launch the document. As of 15 September, the SA Health Facebook
post promoting the resource had reached 8679 people, with 3586 video views and 241
reactions including likes, comments and shares (102 shares).
At the September Safety and Quality Committee, Tanya, Lil and Allan led a
compelling discussion on caregiver surveillance systems within the Hospital based on a
recent article in the Journal of Participatory Medicine. As a result, they will meet with
Kathy, our consumer from the Infection Control committee, and staff to look at handover
processes within each division and creatively look at gaps.
Allan has been working closely with the Robinson Research Institute and SAMHRI,
organisations which partner with the Network to start to shape a participatory approach to
research. This correlates with the work that Lil has been leading as a consumer on the
Research Review Committee, which met during September to finish the final stages of
consultation for its report to the Network. Allan met with Cathy Trueman from Children's
University Adelaide to look at how tools such as Kids Klub and the School Ambassador
Program can fit within the Children’s University model.
Allan has been working with Guide Dogs Australia which has been the primary
consultant to shape a space for assistant therapy dogs to toilet and receive refreshments
as they work in the Hospital. Funding is being sourced for a small outdoor space on the
campus which will be led by the Youth Advisory Group.
Three new consumer opportunities were advertised in mid-late September to assist the
Hospital with major refurbishments and capital works. Recruitment will occur in October.
This is exciting as it allows our consumers to truly shape the direction of facilities and
planning in the Hospital and Network and it is maturing our public participation approach.
Person and Family Centred Care Week unfolded with all the events, consultations
and capacity development to be expected from a week dedicated to the great work that
staff do on a daily basis.
Consumer Co-Chairs joined Allan in a strategic consultation morning on 23 September,
led by Cathy Balding. The workshop focused on building the WCHN strategic Safety
and Quality plan. Consumers were very enthusiastic about being included in laying the
groundwork for the Network.
Sarah (aka Fairy Bell) was involved for the first time in inviting feedback from children on
the paediatric wards. The feedback shapes decisions at the Citizen Jury and the Divisional
Safety and Quality plans.
Tara and Sharon led another stellar Consumer Coffee Club, again using translation
services and reaching out to fathers from Women’s and Babies and Child and Family
Health Service divisions.
On 23 September, the Department for Education and Child Development (DECD)
promoted our Kids Klub and consumer engagement approach with an article in its
magazine “Xtra+”. This is a milestone because the magazine reaches all parents within the
state who have a child in public education.
For more information
Consumer and Community Engagement Unit
Women’s and Children’s Health Network
72 King William Road
North Adelaide SA 5006
Telephone: 8161 6935
Email: [email protected]
www.wch.sa.gov.au
© Department for Health and Ageing, Government of South Australia. All rights reserved.
All information was accurate at the time of printing, dates and times may vary.