Issue 11 – March 2016

Consumer & Community Newsletter

Community Engagement Division

Community Engagement Unit Update

Mad March in Adelaide is getting a taste of cultural diversity

with the Cultural Roundtable from the Women’s and Children’s

Health Network crafting a Cultural Diversity Month. This is a

chance for staff, consumers, caregivers and community

stakeholders to join together under the umbrella of tolerance to

pause and reflect on the importance of being inclusive. People

from different cultures continue to lag behind Anglo-Saxon

population groups with regard to access to care, health literacy

and better health outcomes. CALD groups are

disproportionately impacted by poor provider-consumer

communication and a lack of comprehension of health

terminology. By being culturally competent and adhering to person and family centred

care principles, we are better able to recognise barriers to cultural understanding. This

enables us to respond more effectively to diverse consumer groups using appropriate

verbal and non-verbal cues, and ensure that spiritualty and religious values, beliefs and

customs are not adversely impacted by care provided.

During March we are embracing cultural diversity through a series of events and activities

which will act as a catalyst to have conversations. I look forward to seeing units and

divisions from across the Health Network host a local event. I am encouraging WCHN e

staff to partner with consumers to share a morning tea or take the time to learn about a

consumer’s culture traditions or customs. When we work to build relationships and rapport;

or when we play and socialise we are breaking down barriers and growing tolerance.

Remember to take a photo of your celebration or event so it is included in our

slideshow in April on the Gallery walls in the Hospital to me (consumers and staff).

I would like to acknowledge the efforts of our Consumer Representatives who in February

who were a great support in showcasing the Network’s commitment to Standard 2:

Partnering with Consumers. For those who saw Tessa and Owen at the opening

presentation, you would have seen a caregiver and consumer speak with confidence and

conviction. I was so honoured to see our Consumer Representatives shine at various

meetings and discussions. I am very proud to work alongside the most amazing people,

and our Network is enriched by your commitment to improving our care. Thank you.

Allan J Ball

Manager, Consumer and Community Engagement

March 2016 opportunities

Organisation Wide Survey 15 – 19 February 2016: Results

From 15 – 19 of February, the Health Network hosted a dozen surveyors who rigorously reviewed our service against the 10 National Safety and Quality Health Service (NSQHS) Standards:

1. Governance for safety and quality in health service organisations 2. Partnering with consumers 3. Preventing and controlling healthcare associated infections 4. Medication safety 5. Patient identification and procedure matching 6. Clinical handover 7. Blood and blood products 8. Preventing and managing pressure injuries 9. Recognising and responding to clinical deterioration in acute healthcare 10. Preventing falls and harm from falls

and the 5 EQuIP National Standards:

1. Service Delivery 2. Provision of Care 3. Workforce Planning and Management 4. Information Management 5. Corporate Systems and Safety

On 15 February, Tessa from the Person and Family Centred Care Network Steering Group welcomed the Network to the surveying week by speaking about the spirit of consumer and community engagement. Tessa articulated how over the past 12 months the Network has shifted from token consumer engagement to authentic engagement, at all levels. Tessa represented the consumer faculty exceptionally well. One of our youngest consumers, Owen, closed the presentation exclaiming: “it is now our time to shine.” The Person and Family

Expression of interest for

consumers to be part of

Women’s and Babies

Redesign

We are currently looking for consumers who have had involvement with the Women’s and Babies Division of the Network. We are looking for 8-10 consumers who can participate in a series of workshops as part of a redesign of the Division over the next 12 months. You will need to be available for 5-7 hours a month.

Email your expression of interest to Allan by 31 March 2016 by emailing.

24/7.online consultation

Consumers who have had an experience within the last 24 months or community members with an interest in advancing health care for babies, children, teenagers and women are invited to join a 24/7 online consultation space called Basecamp.

You will be asked to contribute to the development of pamphlets, brochures and comment on procedures for the Health Network.

To join Basecamp register by emailing Allan.

Centred Care Network launched the six principles of Consumer Engagement at the opening ceremony. This framework was met with praise for its contemporary style and ability to accurately reflect the principles guiding the care we deliver. Over the week the surveyors visited many areas t of our Health Network. A formal session was held with key consumers from the Governance groups and the surveyors also met with the co-chairs for a formal lunch. Tara and Tanya led a brilliant and thorough presentation to the surveyors providing evidence to demonstrate how the organisation partners with the consumers across Standard 2: Partnering with Consumers. They were supported by their colleagues who added value to enable the spotlight to shine brightly on areas of excellence. Areas where consumer engagement was exceeding standard expectations included:

2.1.1 Our Consumer Governance structure, with the Consumer and Community Partnering Council at the core and anchored by the consumer and community sub-committees. It was recognised as an international leading example in which decision-making was affixed to a strong structure that empowers.

2.1.2 Diversity was seen to be highly valued at a governance level with the Cultural Roundtable and Peak Youth Advisory Group acting as effective strategic and operational sounding boards leading to quality improvements.

2.3.1 The new Orientation with Consumers and Volunteers was recognised as a meaningful and novel approach to induction. The accreditors appraised the consumer training calendar, strong partnership with the Health Consumers Alliance of South Australia and the learning partnerships and opportunities the Network affords its consumers. Having consumers attend certified courses with the International Centre for Allied Health Evidence with UniSA and attending The Mental Health Conferences in WA Victoria and the ACT was seen as providing a continuum of training opportunities.

2.4.2 Having Basecamp, the online consultation space, was acknowledged for its excellence in engaging consumers to provide feedback on health information and processes. Its humanistic and fresh approach to 24/7 consultation was seen as valuing access and time.

2.5.1 Women’s and Babies Division and Child Adolescent Mental Health Service reviews and re-designs were highlighted. particularly since consumers are participating in authentic partnerships to redesign.

2.6.1 The Act NOW Training for Person and Family Centred Care was strongly reinforced as a nation leading innovation learning package credited for its use of consumer stories to train staff and its ability to embrace technology to transform the learning space.

2.8.1 The refreshed Consumer Feedback Experience Framework was promoted particularly for its ingenuity by cultivating developmental and instantaneous opportunities for consumer feedback. Fairy Face Painting, Consumer Coffee Clubs, letter boxes and the youth audits were stand outs according to the accreditation team.

2.9.2 The Consumer Feedback Improvement Group (also known as the citizen jury) was a standout with regards to how consumers not only analyse consumer feedback and safety and quality data but also how they can guide quality improvements.

On 19 February consumers and staff met for the Accreditation Summation At the summation we heard that the Consumer and Community Engagement strategy was nation leading that our approach to Standard 2 is unique, bold and world-first. There is a report that will be available in late March. Thank you too all of the consumers who were available to represent and explore the strength of consumer engagement over the weeks leading up to and the week of accreditation.

Cultural Diversity Month

The Women’s and Children’s Health Network proudly partners with our Consumers and Community Members to ensure we are treating them with dignity and respect. One of the great things about our Network is the rich diversity of the cultures that make up our consumer group. To celebrate our rich cultures, we have chosen to dedicate the month of March to celebrate cultural diversity. This event is an initiative of the Cultural Roundtable for the Network. and coincides with Harmony Day (21 March) which celebrates Australia’s cultural diversity.

IWCHN teams, units, wards, services, divisions and community sites are encouraged to embrace cultural diversity by hosting an event with consumers or decorating spaces in orange. By decorating our spaces or hosting an event we are prompting the value that ‘everyone belongs’, reinforcing the importance of inclusiveness and diversity as part of Consumer and Community Engagement Strategy.

All people who participate are encouraged to take a photo of their celebrations and to share in a few sentences how their event or decorations helps to celebrate cultural diversity. These photos will then be used for a display in one of the galleries in the Hospital in April/May as a way of promoting our Networks approach to cultural diversity.

Some ideas for events and decorations promoted to staff include: Showing photographs of family members and/or telling stories of how they came to be in

Australia.

Pointing out on a world map the different countries that make up the ancestry of consumers who access our services.

Hosting a morning tea and inviting consumers and community members to participate and explore ancestries.

Speak about what belonging and being welcoming, respectful and inclusive mean. Encouraging staff to share games specific to their cultural background such as mah-jong from China or bocce from Italy.

Learning the lingo by exploring different ways of saying welcome in a language other than your own.

Encouraging the wearing of cultural dress for a day.

Painting Easter eggs in orange as a way of combining Easter and Harmony Day EVENT CALENDER 1 March Decoration Making Begins. Photos are to be submitted to

contribute to a living art gallery. 2 March – 20 March Consumers are encouraged to help decorate and be part of

local events. Why not start an event in your local service, see the Manager.

9 March (12noon – 1:30pm) 1 hour presentation in Queen Victoria Lecture Theatre at the Hospital on Cultural Diversity. RSVP to Allan.

2 March – 21 March Level 2 Café - you are encouraged to make a pledge to cultural diversity.

21 March Harmony Day. Intended Outcomes

1. To act as a catalyst for conversation that diversity matters. 2. To inspire playfulness, as play is the glue of partnership and togetherness. 3. To show our appreciation and respect to cultural diversity in our Network. 4. To reinforce the message that everyone belongs and health care needs to be

inclusive for all for it to be safe and of high quality.

For more information on the event please contact Allan.

WCHN Consumer and Community Partnering Council

On 5 March 2016 the Consumer and Community Partnering Council held its third meeting. Agenda items for the meeting included;

1. A discussion on the Consumer Feedback Experience Framework.

2. A think tank on the purpose and meaningfulness of a safety and quality performance report.

3. Preparation for the Organisation Wide Survey.

This was in addition to standard items including a CEO report and reports from the Youth Advisory Group (YAG), Person and Family centred Care Network Steering Group (PFCCNSG), Health Literacy Group (HLG) and Consumer Feedback and Improvement Group (CFIG) and the Cultural Roundtable.

It was the first meeting in which our co-chairs Jason (YAG), Tessa (PFCCNSG), Heidi (HLG) and Tanya (CFIG) reported back on operational plans. Operational report highlights included:

YAG has recommended that a new communication tool be developed to aid children and youth to know how to give feedback across the continuum of methods in the Network. A poster has been drafted and will be available on Basecamp in March for consultation. The group also reported back findings from their first youth audit of the Hospital School giving it an overall score of 6 out of 10 and advising the Network that small redecorations would enhance the feel and quality of the area. They are also providing comment to CAMHS on a draft model for perinatal, children and youth consumer involvement within the division.

PFCCNSG: An oath has been created for the staff of the Network to embed person and family centred care behaviours in their practice. This oath will require an operational plan which will be crafted at the February meeting. A guide service to help visitors to the Hospital campus to navigate its corridors has completed its feasibility and planning stage. The service is now recruiting volunteers and training will be occurring in March – April 2016.

HLG: The group is developing a procedure for managing and monitoring health information documents and has shifted its focus to providing consultancy to staff on how they can promote effective health literacy standards in their environment.

CFIG presented its first verdict, recommending a parent checklist for medication, carefully worded to encourage parents to feel comfortable to ask questions when medication is being administered. The checklist could be a one page. Inclusion is being e considered in the ‘Welcome to the Hospital’ booklet for consumers. A version could also be made into a laminated poster and displayed in wards and rooms as well as the internet. As a result, a checklist around medication is being developed by the Pharmacy Team. Cultural Roundtable discussed the development of Cultural Diversity Month for March to act as a catalyst of conversations about inclusiveness and tolerance of all human beings.

Other outcomes from the group included;

1. Endorsing a new Consumer Feedback Experience Framework which will provide a range of methods to collect feedback from consumers before, during and after admissions into all divisional services.

2. Creating a communication plan for the Organisational Wide Survey.

3. Recommending that a written report on safety and quality performance be replaced by two annual videos, including a quarterly address from the CEO on innovation and performance.

Focus group for chronic pain management

A group of 15 consumers met with Allan and staff from across the Health Network to discuss the values which could underpin a central chronic pain management service. The discussion led by the consumers was underpinned by incredible levels of trust and openness as stories of lived experience were woven into the consultation. Resulting from the consultation was a list of values to underpin chronic pain management for children and teens including;

Confidence

Continuity of care

Centralisation

Connection and Connectedness

Co-morbidity (valuing physical but also mental/emotional trauma)

Resulting from the consultation was the concept of developing a story book of lived experiences to enable advocacy for a centralised chronic pain management space. Allan is currently seeking consumers who would like to share their lived experience of what it is like to manage and/or care for someone with chronic pain. If you are linked in any way to a story please email Allan by 31 March 2016.

Consumers and carers gather for a conversation on chronic pain management on 10 February.

Consumer Orientation – 7 March

The 2016 Consumer and Community Member Training Calendar continue with Consumer Orientation and Induction. Who should attend? Any Consumer Representative who is on a committee, working group or conducting business in partnership with staff within the Network. What is going to be covered? Over the four hours a range of information is provided including from fire safety training, a cultural awareness workshop, introduction to safety and quality, information about the Public Sector Code of Conduct, confidentiality and reimbursement processes for Consumer Representatives. When? Monday 7 March 2016, in the Alan Crompton Boardroom at the Women’s and Children’s Hospital campus. If you would like to attend, please RSVP to Allan by 4pm on Friday, 4 March.

Closing the Loop – New checklist for PED discharge

Following consumer consultation with the Paediatric Emergency Department, a new Discharge Summary Checklist to be co-signed by the clinician and the consumer/caregiver went live on 29 February. The new checklist reflects all feedback and includes information about mental health pathways. PED Nursing Service Director Monique Anninos must be highly commended for leading our commitment to consumer engagement through this initiative.

Job Opportunity - New Safety and Quality Committee: Are you a recent consumer who can add value?

The Nursing and Midwifery Leadership group is looking for a consumer representative to join the newly formed “Patient Identification, Pressure Injury and Falls Subcommittee”. This committee will be responsible for the oversight of the patient identification; pressure injury and falls injury prevention & management systems within Women’s and Children’s Health Network ensuring that risks are minimised, care is delivered in accordance with standards and consumers are engaged in the delivery and evaluation of the system. The committee will meet bi-monthly (at least five times per year) and each meeting will be two hours long. We are looking for a consumer representative to join our committee. The representative should have recent lived experience of the Women’s and Children’s Health Network services (preferably acute services but relevant community experience will be considered) within the last 12 months. The consumer representative will need to have the ability to connect their lived experience to the issues around patient identification, pressure injury and falls prevention and management. We would be looking for a person who is enthusiastic and able to participate in robust discussion. The successful representative will be supported by the Chair and Executive Officer. If you would be interested in joining this committee could you please tell us in 200 words or less how you can help contribute to these three very important health care standards and what you hope to gain from the experience. Expression of Interest will close March 15th. If you would like a copy of the Terms of Reference for the Patient Identification, Pressure Injury and Falls Subcommittee please contact Susan Dyer or contact Allan.

Consumer snapshot

Over the past month:

Tessa opened the Organisational Wide Survey introductory session on 15

February with 7 year old Owen closing the session. Members from our Partnering

Council, CAMHS and WABS Redesign Teams and the Project Advisory Group for the

Consumer and Community Engagement Strategy met with the accreditation team to

demonstrate evidence towards Standard 2.

11 consumers connected with the Consumer Coffee Club Crew to give feedback.

2 Fairy Face Painting Sessions were held on the Play Deck in the Hospital, gathering

feedback from 24 families.

Jackie, Tayla, Vikki, Zoe, Jason, Nikari and Cash lent their talent with staff from the

Network for a new Person and Family Centred Care Video. This video, which

showcases the 6 principles of Consumer and Community Engagement in the Network

was used for accreditation and in the future will be used for staff capacity

development and training.

Tara heard from the Community and Health Services Complaints Commissioner

about how consumers should get involved and has written a report for the Partnering

Council.

Rose Ward hosted Allan to chat with their consumers about service improvements

including how to best utilise the Parent Room. This resulted in the development of a

new partnership model, “the family huddle” in which staff meets with consumers on

Rose Ward to discuss quality, comfort and safety at a weekly meeting. Intended

outcomes include improving communication between staff and caregivers and a

stronger communication pathway to provide instantaneous feedback on experience.

The Consumer and Community Partnership Council meeting was held on 5 February.

Chronic Pain Management hosted a consultation with 12 families to underpin the

values of a centralised chronic pain management service for the Network.

The Cultural Roundtable met and reviewed consumer health information through a

cultural diversity lens. This resulted in changes to the health information including

clearer guidelines about the use of information and using symbols to communicate.

Lana and Mim joined our consumer family, having been successfully recruited to

join the Baby Friendly Health Initiative Committee for the Women’s and Babies

Division. They will begin official work next month, but had an orientation and informal

meet and greet session in February.

Letterboxes were installed in various wards and services across the Hospital,

making it easier for consumers and caregivers to give feedback on experience

directly to the wards for analysis by consumers at the Consumer Feedback and

Improvement Group.

Tanya led the first Consumer Feedback Management Committee which is a result

of the endorsement of the new Consumer Experience Feedback Framework 2016-

2018. This group discusses themes and trends to emerge from data collected by

consumers across the last three months. At the meeting a report was completed

which will be presented at the next Consumer Feedback and Improvement Group.

The Person and Family Centred Care Network met, with Awa joining the group for

the first time. The group discussed the oath on Person and Family Centred Care.

Look out for a report in the next edition.

Televisions in the foyer have been switched on to promote community

engagement messages, with a new communications procedure developed to

manage content about safety and quality which is promoted through the Hospital and

Network televisions to the community.

On 18 February the Consumer and Community Engagement Unit ran a training

session with nurses from the Paediatric Outpatients Department. The training utilised

children’s artwork depicting their experiences of our health services.

Windsor Gardens, Pimpala and Pooraka primary schools have joined up to

participate in the School Ambassador Program which started its planning with

consumers in February. This is a partnership between Hospital Education Services

and the Community Engagement Unit.

Allan has been active meeting and greeting wards and services. Some of the

highlights include meeting with Kate Cameron, the new Nursing Service Director for

the Michael Rice Centre for Haematology and Oncology, providing training and

development to the Nutrition Department about the importance of providing

resources that had a solid health literacy foundation. He joined the TeamKids and

Women’s and Children’s Health Network Grants committee on 24 February to

promote the consumer voice and has been working alongside his fantastic volunteer

team, led by Lis Brittan, who has started recruiting for the new visitor guide service

at the Hospital. The guide service aims to improve the experience of navigating the

hospital for consumers and other visitors. Allan has also spoke with the Café staff at

one of their Staff Toolbox Meetings. Around 30 staff heard about Person and

Family Centred Care approach and the vital role they play in the provision of health

services.

For more information

Consumer and Community Engagement Unit

Women’s and Children’s Health Network

72 King William Road

North Adelaide SA 5006

Telephone: 8161 6935

Email: Allan.Ball@sa.gov.au

www.wch.sa.gov.au

© Department for Health and Ageing, Government of South Australia. All rights reserved.

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1 Owen, Tara and Tessa wait for their starring role for Accreditation. A new Cultural Diversity poster for WABS. This is

the English Version, comes in Top 5 languages.

Surveyor Paula Hanlon (Left) Consumer Representatives during a session to discuss Accreditation

Standard 2: Partnering with Consumers Letterbox for feedback on experience installed at the WCH.

Annabelle (front left) and the Infection Control Committee.