WCHN Consumer and Community Engagement and … · page 4 Strategic Plan 2015–2018 Principles of...

Consumer and Community Engagement and Responsiveness Strategy 2015 – 2018

Women’s & Children’s Health Network

Contents

Forward from the Chair, Governing Council 2

Promise to the Community from the Chief Executive Officer 3

Principles of Consumer Engagement 4-5

Strategic Goals 6-15

Consumer and Community Engagement Governance Chart 16

Strategic Goals OverviewG

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On

e The Women’s and Children’s Health Network (WCHN) provides person and family-centred care which involves consumers in decisions about their health care, improves health literacy and provides safe opportunities for feedback.

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wo Women’s and Children’s Health Network effectively

communicates with diverse groups of consumer and community stakeholders and provides a wide range of community information about health issues, services, and engagement opportunities.

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Consumers are effectively engaged in Women’s and Children’s Health Network’s decision making.

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Consumers are involved in the design, planning and review processes of service development, including development of policy, services and facilities.

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Women’s and Children’s Health Network provides leadership, direction and resources to ensure consumer engagement is core to organisational behaviour and culture.

Strategic Plan 2015–2018page 2

Forward from the Chair, Governing Council

The Women’s and Children’s Health Network has a strong commitment to person and family-centred care. Working in partnership with our consumers forms part of our core business and responding to consumer needs will be our highest priority to ensure we are delivering quality care.

As a Health Network we will only breathe life into our promise to place consumers at the centre of everything we do, if we give them a real say in shaping their health care and the way the network health services are provided.

This strategy provides a framework for how the Women’s and Children’s Health Network will partner with consumers from the ward to the board. The Women’s and Children’s Health Network is rising to the challenge by further strengthening the organisational culture to actively engage with people who use the services as well as their families and key community groups.

The Women’s and Children’s Health Network welcomes consumers and the community as partners with its staff in planning, delivering and evaluating care and services.

Margaret Wallace Chair, Governing Council


Promise to the Community from the Chief Executive Officer

The Women’s and Children’s Health Network is committed to engaging with consumers and the community in a respectful and purposeful way. We will use engagement approaches and processes that are appropriate for those involved, the issues at hand and the decisions to be made.

I am very proud of this strategy, and the many voices of our consumers, community and Women’s & Children’s Health Network team who were motivated to play such an integral part in its development. It expresses the Women’s & Children’s Health Network promise to put consumers at the heart of how we plan, deliver and continuously improve the care we provide to them. Importantly it provides a roadmap of the steps we will take to hardwire this commitment, and thereby activate our consumers’ voice as an integral part of our leadership, governance, culture and care. Already, we have very positive stories of consumer engagement across our Network, and we will build on this as a key part of our pathway for change. At a time of significant transformational change and challenge across both national and international health sectors, there has never been a more

compelling time to embrace consumer engagement as an underpinning philosophy of assuring, and continuously improving the safety and quality of the care experience. It will require us to think creatively, and sometimes apply a new lens to how we actively include our consumers in their care process, especially those who are often vulnerable and marginalised in our community. Our success in customising our responses to the rich and diverse tapestry of needs within our community will be a defining part of our achievement.

I am confident that by translating our commitment into authentic action we will be a recognised leader in consumer centred care. Thank you to all of those involved in developing this strategy and to all of you – our consumers, community and WCHN team who will be a key part of its successful implementation. We are about to embark on a magical journey with our consumers to transform the health care experience.

Naomi Dwyer Chief Executive Officer

Strategic Plan 2015–2018

Principles of Engagement

Partnership > Shared decision making about improving the consumer experience. Safety and quality and service improvement will be valued.

> Safety and quality of health care will be guided by the lived experience of consumers.

> Consumers and researchers will work in partnerships based on understanding, respect and shared commitment to research that will improve the health and wellbeing of all.

Person and Family-Centred Care > Treating consumers and families with dignity and respect.

> Encouraging engagement in decision making by consumers and families.

> Consumers define who is regarded as family.

> Collaboration between consumers, families and community groups/organisations and health professionals in shared decision making about care and within the Health Network.

> Supporting consumers and families to engage with the Health Network.

Diversity > Engaging with a diverse range of people, in their community.

> The participation of Aboriginal families and groups should be guided by the SA Health guidelines for engaging with Aboriginal People.

> Ensuring engagement processes are culturally safe, and Women’s and Children’s Health Network will approach these sensitively.

Strategic Plan 2015–2018

Transparency > Leadership and strong commitment to open and inclusive decision making at all levels.

> Engagement influences health policy, planning and system reform.

> A commitment to open disclosure.

> Ensuring that the policy-making process is open, transparent and amenable to external scrutiny to help increase accountability of, and trust in Women’s and Children’s Health Network.

> Performance data is readily accessible to consumers and the community.

Access to Information > Consumers, families, and community groups/organisations will have equal opportunities and multiple channels to access information, to be consulted and to participate.

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

> Consumers and the community are aware of their rights and responsibilities.

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

> Recognising that people come with their own value base and are the experts of their own lives and through experiences.

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


Female, aged 7

‘Happiness and joy are the most important things when I am sick, that includes things that I like and if I see a Doctor I would like things there that make me feel happy like fish in fish tanks, mum, colouring books and my sisters.’


Strategic Goals

Women’s and Children’s Health Network provides person and family-centred care which involves consumers in decisions about their health care, improves health literacy and provides safe opportunities for feedback.

> Person and family-centred care is adopted by Governing Council as the Women’s and Children’s Health Network model of care.

> To enhance the capacity, commitment and skills of clinical staff to practice shared decision making with consumers, including children.

> Develop communication processes that enhance person and family-centred care and are compliant with SA Health policy, National Safety and Quality Health Standards (NSQHS) and international good practice.

> Enhance the capacity and skills of clinical staff in interpersonal communication to improve health literacy.

> Develop a feedback framework which uses supportive and culturally safe ways of encouraging consumers and family to provide feedback about their consumer experience using Women’s and Children’s Health Network services.

Outcomes

You will know that we are reaching this standard when:

> A Charter on Women’s & Children’s Health Network person and family-centred care is endorsed.

> A Steering Group made up of consumers and staff will monitor the person and family-centred care strategy; clinical governance and quality improvement is established.

> Information on rights and responsibilities will be available catering to children, teenagers and cultural groups.

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Male, aged 8

‘Health professionals need big ears to hear me and big eyes to see me.’


Strategic Goals

Consumer feedback will be developmentally appropriate and new initiatives will be established to hear the voice of children, youth and those where English is a second language. Women’s and Children’s Health Network effectively communicates with diverse groups of consumer and community stakeholders and provides a wide range of community information about health issues, services, and engagement opportunities.

> Women’s and Children’s Health Network establishes a Health Literacy Group, with staff and consumer membership, to provide a strategic and coordinated approach to the review and development of health information based on health literacy principles. This group also works to embed consumer involvement in the development, production and review of health information.

> Women’s and Children’s Health Network uses partnerships to communicate and engage with consumers using a variety of technology and social media formats to mitigate the effect of low health literacy and access issues. Formats should include web based health groups and interventions, and use of social media engagement within SA Government Policy.

> Develop a broad communications strategy to improve communication with community groups and organisations about Women’s and Children’s Health Network services, health focused topics, engagement opportunities and outcomes. Web based information provision is a priority, whilst the needs of information technology illiterate groups should also be included. A database of consumer and community contacts is required to enable communication.

Outcomes


> A Health Literacy Group has developed a strategy and activity plan aimed at increasing people’s understating of health information.

> Consumer newsletters will be used to provide information.

> A consumer and community centralised database will be developed to provide ease of access for staff and consumers involvement.

> The Women’s & Children’s Hospital and community website houses comprehensive and understandable consumer information.

> A communications strategy has been devised specifically for the Community Engagement Unit.

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Male, aged 8

‘I am the captain of my ship; I make all the decisions about getting me better. ’


Strategic Goals

Consumers are effectively engaged in Women’s and Children’s Health Network’s decision making

> Complete organisational mapping to identify key decision making groups across Women’s and Children’s Health Network where consumers need to be involved. Ensure consumers are integrated into all levels of governance and have an active role in decision making.

> Further develop the Women’s and Children’s Health Network consumer and community register as an information base for recruiting, informing and supporting consumers. Ensure all consumers taking an active role in Women’s and Children’s Health Network are orientated and are provided with additional training and support where needed.

> Activate partnerships with community organisations and groups which support and serve people from vulnerable populations.

> Develop a Consumer and Community Partnership Council, which has representation of members from specific consumer forums/community organisations and executive staff, to provide high level guidance across all consumer engagement activities of the Health Network.

> Develop specific interest consumer Forums to provide input into decision making and the Consumer and Community Partnership Council. The forums are a consultation process conducted at the service level to invite once off consumer input into planning, specific issues or service design. Specific populations include Aboriginal people, children - young people, young women, mental health, and maternity-infant care.

> Open Access Governing Council meetings are held in different metropolitan and regional areas at least once per year.

Outcomes


> Consumer representatives are provided with appropriate training to participate as an advocate.

> A Consumer Orientation Tool-Kit is created.

> Consumer representatives are reimbursed for their time, in line with SA Health Guidelines.

> Vulnerable consumer groups are identified by the Health Network and profile is considered when planning for quality improvement activities within the Health Network.

> Divisions and services are hosting community forums to hear the voice of vulnerable groups.

> A Consumer Peak Body is established.

> A Youth Advisory Group and Patient Improvement and Feedback Group are established to support the activities of the Consumer Peak Body.

> Governing Council has conducted an open access meeting.

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Female, aged 10

‘When I am sick I am not thinking the same like when I am well. Lots of decisions to make can be hard and confusing. Sometimes they all sound the same. I need choices, but I need things to point to, tick or swipe on an iPad. When I am well, I am on the Student Council and I think that places like the Hospital or the Doctors should have councils too. ’


Strategic Goals

Consumers are involved in the design, planning and review processes of service development, including development of policy, services and facilities.

> Develop supportive policy and training for the use of innovative information technology platforms for online consumer and community consultation, engagement and feedback.

> Further develop effective Aboriginal consumer engagement in all hospital and community services. Use areas of good practices to enhance other practices. Ensure all actions of the strategy are integrated in partnership with the Aboriginal Partnership Manager and Aboriginal Consumers Forum.

> Ensure all new and redesigned spaces and facilities within Women’s and Children’s Health Network have consumer involvement in planning and diverse approaches to input are used.

> Involve consumers and community organisational representatives in the design of policy-relevant programs, population level interventions and new models of care.

> Involve consumers in the Feedback and Improvement Group and ensure the Partnering with Consumers Group reviews and monitors trends, and provides recommendations for improvement.

> Women’s and Children’s Health Network Safety Quality of Care reports are developed annually with consumer input and provided to the community.

Outcomes


> Online engagement complements face to face activities.

> An Aboriginal Health Plan is in place to respectfully engage with Aboriginal consumer and community groups.

> Consumers are involved in designing policy-relevant programs and implementing quality improvement activities across the Health Network

> An annual Safety and Quality of Care report is created.

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Female, aged 15

‘All you need is love. I want doctors and nurses to say that they care about me. I want them to do this by saying they care, including me in discussions and not always talking to my parents. ’


Strategic Goals

Women’s and Children’s Health Network provides leadership, direction and resources to ensure consumer engagement is core to organisational behaviour and culture.

> Women’s and Children’s Health Network leaders at the Chief Executive Officer, Executive Director and Service Director level will complete a leadership training program relevant to their needs about consumer and community engagement.

> Members of the Person and Family-Centred Care Practice Network to complete capacity building programs relevant to their needs to influence practice within Women’s and Children’s Health Network to become more person and family-centred.

> The Women’s and Children’s Health Network recognition program identifies and recognises effective engagement based projects. The staff and consumers involved should receive acknowledgment.

> Strengthen the capacity, knowledge and skills of staff in consumer and community engagement.

> A process will be established to support consumers to participate in the selection of new staff.

> A range of accountability measures and practices are established for measuring and communicating the outcomes of consumer and community engagement.

Outcomes


> Training is provided to staff including administration, executive, clinical and non-clinical members on how to respectfully partner with consumers.

> Orientation for staff is underpinned by the Consumer Engagement Principles.

> Senior leaders are provided with training on partnering with consumers to act as champions within the Health Network.

> An online module for partnering with consumers is created for new staff to complete.

> Emerging technology is used as part of the learning framework including web-based, videos and social media.

> A “Consumer as Partners in Education Framework“ is created.

> Staff recruitment panels have consumer representation and involvement.

> Organisation is using recognised performance measures to evaluate staff performance in relation to partnering with consumers.

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The Women and Children’s Health Network is committed to working bilaterally with all stakeholders and acknowledges the work and support of the Health Consumers Alliance of South Australia. The Network would also like to acknowledge all partners and members of the Project Management Group and Project Advisory Group for their tireless efforts overseeing, implementing and directing the consultation process. The work by these groups guaranteed the authenticity of the strategy for the Network.

Project Management Group (PMG) Membership

Mr Philip Robinson (WCHN staff) Mr Allan Ball (WCHN staff) Ms Cathy Leane (WCHN staff) Ms Rachel Bishop (Consumer) Mr Michael Cousins (HCA) Dr Mark Loughhead (HCA) Dr Anne Johnson (external consultant)

Project Advisory Group (PAG) Membership

Ms Rachel Bishop (Co-Chair, Consumer) Mr Phil Robinson (Co-Chair, WCHN staff) Ms Mahboubeh Aksakalli (Consumer) Ms Jo Baulderstone (Consumer) Ms Ingrid Broekx (Consumer) Mr Jason Cutler (Consumer) Ms Louise-Miller Frost (Consumer) Ms Leanne Kutschbach (Consumer) Ms Janet Milera (Consumer) Mr Allan Ball (WCHN staff) Ms Cathy Leane (WCHN staff) Dr Davinder Gill (WCHN staff) Ms Anne Marie Hayes (WCHN staff) Ms Rachael Joyce (WCHN staff) Ms Michel Wyman (WCHN staff) Mr Michael Cousins (HCA) Dr Anne Johnson (external consultant) Dr Mark Loughhead (HCA)

For more information

Women’s and Children’s Health Network Community Engagement Unit Telephone: 8161 6935 Email: [email protected] www.wch.sa.gov.au/consumerandcommunity

To review source document for the Strategic Plan please contact the Community Engagement Unit.

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 Ageing, Government of South Australia. All rights reserved. ISBN : 978-1-74243-796-5 November 2015. (Digital Media 6583)

WCHN Consumer and Community Engagement and … · page 4 Strategic Plan 2015–2018 Principles of...

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