Achieving patient- and family- centred care through consumer

participation

Elizabeth HarnettHead of Clinical Governance Unit

Family-Centred Care at The Children’s Hospital at Westmead

http://youtu.be/rxiswGvZxZQ

Video – made by the Family Advisory Council on PFCC

Why involve consumers?

Consumers have a unique viewpoint of the service that providers don’t have

They are also experts in their lives If we want a service that will meet their

needs, we have to know what those needs are

We all have a right to be involved in decisions about things that could affect us

Benefits of Consumer Participation

We can learn about how consumers experience the services we provide

Allows us to identify gaps in existing services

Provides an opportunity for joint problem solving in areas of common concern

We’re more likely to get it right if we involve consumers

It’s likely to lead to fewer complaints

Can engender consumer support for the organisation and its services

Allows us to prioritise our improvement efforts

Gives consumers a greater sense of 'ownership' over services and over their health

Inform

•To convey information

•Poster, leaflet, website, advertisements

Consult

•To seek feedback which may be incorporated

•Surveys, focus groups, public forums

Collabora

te

•To work in partnership with consumers

•Working groups, advisory councils, committees

Empowe

r

•Consumers are given decision-making power

•Consumer-run councils, citizen juries

The Consumer Participation Spectrum

Increasing level of consumer input

Our Consumer Participation & Partnerships Program - 2008

Rights & Responsibi-lities: Adults

Family Advisory Council

Consumer participation conference

Ward information sheets

Rights & Responsibilities: Adults

Suggestion box feedback

Community reps on Public Accountability Committee

Community reps on Health Care Quality Committee

Handbook for Families

Consumer participa-tion guidelines

Fact sheets NSW Health Patient Survey

Quality Improve-ment Surveys

Involving children & families in improve-ment

Rehab & Brain Injury Parent Advisory Council

Grace (NICU) Parent Advisory Council

INFORM CONSULT COLLABORATE EMPOWER

Increasing level of consumer input

The Consumer Participation Spectrum

Information for patients & families

Information for staff

Consultation with patients & families

Staff training on involving consumers

Working in partnership with consumers

Empowering families

4.1% of improvement activities involved consumers The Family Advisory Council was consulted three

times 15 consumers on hospital committees We had huge amounts of feedback from patients and

families

Consumer Participation & Partnerships Activity - 2008

Boosting consumer participation

New workshops for staff eg focus groups, surveys, family-centred care

New fact sheets eg focus groups, surveys New Consumer Participation Policy and Guidelines

Closing the suggestion box feedback loop

Boosting consumer participation

New consumer advisory councils Better promotion of consumer advisory councils

The Family Advisory Council & Patient &

Family-Centred Care

www.chw.edu.au/parents/fac/

Also contains info about other CHW consumer advisory councils

Rights and Responsibilities

Boosting consumer participation

Families Online Consumer training in advocacy Consumer Participation conference

Families OnlineA different model of engagement

We wanted broader involvement of families Wider community representation Wanted a forum that was going to be more accessible for

busy families and those who live outside the Sydney metro area

Families Online, an email advisory panel, was born More than 30% of current members live in rural or

regional NSW

Families OnlineHow does it work?

Sign up through the CHW website Email added to secure and confidential database Maximum of two emails a month sent seeking feedback or

invitation to complete survey Requests for consultation come from staff all around the

Hospital

What has been the impact?

In 2011: 15% of improvement activities involved consumers The FAC was consulted 18 times (23 times in 2010) 70 consumers were on hospital committees

Rights & Responsibilities: Adults

Consumer Participation Guidelines

Carers at Kids Newsletter

DAM (Adolescent Medicine) Publication

CHW Quality Improvement Surveys

Community reps on Health Care Quality Committee

Ward Information Sheets

Grace (NICU) Newsletter

PFCC talk at nurses’ orientation

Involving Children and their Families in Improvement Workshop

Rehab Parent Advisory Council

Grace (NICU) Parent Advisory Council

Handbook for Families

The Chemo Chronicle (Oncology Publication)

NSW Health Patient Survey

Suggestion Box Feedback

Community reps on Public Accountability Committee

Family Advisory Council

Families educating gen med doctors

Consumer Participation Conference

INFORM CONSULT COLLABORATE EMPOWER

In 2008

The Consumer Participation Spectrum Increasing level of consumer input

The Consumer Participation and Partnerships Program at The Children’s Hospital at Westmead

The Experiences Of Young People in a Paediatric Hospital video

A Day in the Life of a Family Advisory Council video

Fact Sheets for staff on working with consumers

Incident and complaints data & consumer feedback analysed by FAC

PFCC training – consumer involvement

Rights & Responsibilities: Adults

Rights & Responsibilities: Adults, Young People, Children

PFCC training for staff

How to Run a Focus Group - Staff Workshop

Oncology Parent Advisory Council

FAC & YAC presentations at International, National & State conferences

Consumer Participation Guidelines

Consumer Participation Policy

Family Centred Care Orientation Video

How to Conduct a Survey - Staff Workshop

Families Online, an online advisory panel

Families educating gen med registrars & fellows

Carers at Kids Newsletter

DAM (Adolescent Medicine) Publication

CHW Quality Improvement Surveys

Adolescent Satisfaction Survey

Youth Advisory Council

Community reps on Health Care Quality Committee

Ward Information Sheets

Grace (NICU) Newsletter

PFCC talk at nurses’ orientation

Involving Children and their Families in Improvement Workshop

Rehab Parent Advisory Council

Grace (NICU) Parent Advisory Council

Consumer Training

Handbook for Families

The Chemo Chronicle (Oncology Publication)

NSW Health Patient Survey

Suggestion Box Feedback

Community reps on Public Accountability Committee

Family Advisory Council

Families educating gen med doctors

Consumer Participation Conference

INFORM CONSULT COLLABORATE EMPOWER

In 2008

By 2012

The Consumer Participation Spectrum Increasing level of consumer input

The Consumer Participation and Partnerships Program at The Children’s Hospital at Westmead

The needs of young people at The Children’s Hospital at Westmead

Video – made by the Youth Advisory Council

http://www.youtube.com/watch?v=qCN303QIDrs&feature=youtube_gdata_player

thank you