Consumer and Community Engagement Unit Update

1.

Issue 17 – September 2016

Consumer & Community Newsletter

Community Engagement Unit

It has been 12 months since the launch of the Consumer and

Community Engagement Strategy and Responsiveness Plan

2015-2018. Over the past 12 months there has been an

incredible growth and maturity in our consumer and

community engagement journey, with genuine partnerships

being formed.

It is therefore fitting that we mark this anniversary with a new

milestone ‒ Person and Family Centred Care Week. From

19 – 23 September our Network will celebrate the fantastic

collaborations that occur throughout the care continuum.

This is a wonderful opportunity to reflect and take stock of

what we have achieved. The work that is happening in each division of the Network

to inform and empower consumers is well documented.

When we partner with our consumers we strengthen our ability to achieve positive

health outcomes and the way we define those outcomes. Consumers will often

measure outcomes in a different way from clinicians. Clinical measures of efficiency

and success may not always equate to a successful treatment or health care

experience for a consumer.

Our collective goal is for positive health outcomes and this is best achieved through

informing, consulting, engaging, empowering and partnering.

We can:

Inform to convey facts to consumers.

Consult by listening and gathering information on views and via two-way

information exchange.

Engage through detailed discussions on significant or complex issues.

Empower and partner by enabling consumers and the community to manage

processes and be influential in decision-making.

It is my honour and privilege to be a support for staff and a conduit for consumers of

this Network as we collectively develop a creative, appropriate and ultimately a

Person and Family Centred Care approach to consumer and community

engagement.

Happy Person and Family Centred Care Week.

Allan J Ball

Manager, Consumer and Community Engagement

Consumer opportunities in September

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.

Expression of Interest ‒ Community of Practice: Children and

Adolescents

Calling for any consumers who have an interest in advancing the statewide health needs

of children and adolescents for a monthly state-wide community of practice.

The community of practice is a high-level group of clinicians, executives and consumers

who provide direction to improve health outcomes.

To express an interest email Allan by 30 September 2016.

A selection process involving the Chief Executive Officer of the Network and Manager,

Consumer and Community Engagement will follow.

Person and Family Centred Care Network – Two Positions

(including 1 position for co-chair)

The Person and Family Centred Care Network Steering Group is responsible for the design,

delivery and monitoring of the Person and Family Centred Care Charter for the Network. The

group reviews, monitors and provides effective oversight of the Women’s and Children’s

Health Network (WCHN) Consumer and Community Engagement Strategy 2015-2018

(CCES 2015-18) and Implementation Plan 2015-2018 (IP 2015-18).

It is made up of WCHN staff members and consumer representatives and is co-chaired by a

consumer and the Executive Director, Corporate Services.

Outcomes for the Consumer Role

Implement and monitor the performance of the WCHN Person and Family Centred Care

Charter;

Review and monitor activities relating to Standard 2;

Participate in task groups to work on quality improvement activities and report this at

subsequent meetings;

Provide operationalisation and strategic functioning of the implementation of the CCES

15-18; and

Plan and manage change processes to ensure delivery of effective outcomes as identified

by the CCES 2015 -18.

Committee Requirements

1. To attend 4 x 2 hour meetings each quarter at the Women’s and Children’s Hospital.

2. To participate in operational projects between meetings, where feasible.

3. To support capacity development of staff annually in September as part of Person and

Family Centred Care.

4. To be a consumer representative with recent or current experience within the Network

and/or represent a community of interest with affiliations with the Women’s and Children’s

Health Network.

Reimbursement provided for all activities.

Co-Chair Role

We are also looking for a consumer representative who would be interested to co-chair this

committee. There will be a handover with our current chair who has performed in the role for

12 months.

The role of the co-chairs is to:

Ensure efficient organisation, functioning and

conduct of the meetings;

Collate and set reports and formulate the

agenda;

Ensure review of the Terms of Reference;

Appoint a proxy in their absence; and

Represent the PFCCNSG at the CCPC

Expressions of interest close 30 September.

Health Literacy Group – Two Positions

The role of the Health Literacy Group is to contribute to the development of the Women’s and

Children’s Health Network becoming a health literate organisation at the following levels:

Improving Individual skills of consumers

Developing health information that is easy to understand and read

Improving communication skills of health workers

Creating a physical environment that is easy to access, navigate and understand

Developing an action plan aligned with Standard 2: Partnering with Consumers from the

Australian Commission on Safety and Quality in Health Care

Committee Requirements

1. To attend 4 x 2 hour meetings each quarter

at the Women’s and Children’s Hospital.

2. To participate in operational projects

between meetings, where feasible relating to

the Health Literacy Framework.

Reimbursement provided for all activities.

Expressions of interest close 30 September.

Save these dates! September 2016

1 Newsletter launched.

5 Consumer and Volunteer Orientation.

8 Poetry Feedback Sessions in the Women’s and Babies

Division. 9:30am – 11am.

19-23

19

Person and Family Centred Care Week.

Passion Projects Information Sessions. 11am–12pm and

2pm– 3pm.

21 Consumer Campfire. A reflection on the first 12 months of the

Consumer and Community Engagement Strategy 2015-2018.

12pm–1:30pm. Queen Victoria Lecture Theatre, WCH

Campus.

Children and Teen Face-Painting on the Wards

9:30am–11:30am.

22

23

29

Person and Family Centred Care Training – Theatre

Presentations.

Sunrise Q and A Panel for Consumers and the Community.

8am – 9am.

All welcome to be in the live studio audience.

Consumer Coffee Club. Café Level 2 of the WCH. Open to all

consumers, carers and family. Between 10am – 11:30am.

What is happening on Basecamp?

E-Journal Club will discuss the document Impact of Public Reporting on Clinical Outcomes:

A Systematic Review and Meta-Analysis.

Direct Consumer Consultation: Introducing a seeing-eye dog friendly toilet and

refreshment facilities to support the Disability Action Plan and developing a Women’s

Outpatients WABS referral form.

To join Basecamp and have you say or join the E-Journal Club email Allan with “sign me

up” in the subject line.

Person and Family Centred Care Network Steering Group

On 23 August the Steering Group met for the third time this year and was chaired by Tessa

our Consumer Representative. The meeting got down to the nuts and bolts of planning for

Person and Family Centred Care Week which will be held from 19 -23 September.

The group received an update about the Volunteer Guide Team, highlighting more than 700

consumers have accessed the service each week since its launch in May. There has been

an influx of consumer feedback through the guides and the Kermode Street e-Kiosk; which is

now being reported directly to the Consumer and Community Partnering Council.

One of the highlights from the meeting was the consensus achieved between all staff,

consumers and community members regarding the development of a Person and Family

Centred Care evaluation survey. The survey, which will be launched on 22 September, will

provide valuable insight into the strength of Person and Family Centred Care in the WCHN

divisions. Designed in partnership with

consumers, the mixed qualitative and

quantitative survey will use the Survey

Monkey platform, with results to be

reviewed by the Consumer and

Community Engagement Unit and

consumer representative. A report will

be tabled showing the state of Person

and Family Centred Care in the Network

including recommendations to

strengthen the depth of this principle.

Person and Family Centred Care Week: 19 – 23 September

Today's health consumer expects high-quality and informed health care. Tomorrow's health

consumer will be empowered to vote with their feet about the ability of a health care service to

deliver this high-quality care.

In 2015 the Women's and Children's Health Network (WCHN) embarked on a state-wide first,

to authentically partner with the community to create Consumer and Community Engagement

Plan. The strategy developed in collaboration with consumers, the Health Consumers Alliance

of South Australia (HCASA), community stakeholders and staff of the Women's and

Children's Health Network.

As a result of over 300 hours of direct consultation with stakeholders including 248 WCHN

staff six principles of engagement were agreed to at a Consensus Conference in April 2015. It

was decided that WCHN would embrace Person and Family Centred Care using four key

elements to define this approach:

Treat consumer and their families with dignity and respect

Communicate information clearly and openly with the consumer

Actively involve consumers in decision making

Be positive and kind.

These four elements are underpinned by an expansive international literature review.

Between November 2015 and March 2016 a two day “lock-in” with members

of the Person and Family Centred Care Network determined what these

four elements should mean with the aim of developing a charter.

The Community Engagement Unit shared the document with consumers via the Register and

Basecamp and staff were invited by Executive Leadership to provide input. On 24 May the

Person and family Centred Care Charter was finalised.

Many of the elements of the charter are evidenced daily across the Network, but for the first

time the charter brings this great practice under one umbrella.

Person and Family Centred Care alongside the five other principles; empathy, access to

information, transparency, diversity and partnership will underpin the new WCHN Strategic

Plan 2017-2027.

On 19–23 September the Network will host its inaugural Person and Family Centred Care

Week.

This week is dedicated to the principle that makes our Network standout from the rest, with a

number of special events being held.

19 September 11am-12noon (Alan Crompton Boardroom): Launch of the Person and

Family Centred Care “Passion Projects” sponsored by the Friends of the WCH Inc.

Two information sessions will be held to inform consumers and staff how they can apply

for grants up to $5000 to deliver new initiatives that promote Person and Family Centred

Care in 2017.

20 September: Consumer Brains Trust Panel with Chief Operations Officer and Three

Consumers from the peak body to review Person and Family Centred Care across the

Organisation, written by our Consumer and Community Partnering Council.

21 September: Grand Round (12noon–1:30pm Queen Victoria Lecture Theatre,

WCH). 12 months of consumer and community engagement and launch of the Person and

Family Centred Care Charter.

22 September Person and Family Centred Care training (1.30pm-3pm and 3.30pm-

5pm; Alan Crompton Board Room). Interactive theatre workshop for staff champions.

23 September Q&A-style panel (8am-9am Alan Crompton Board Room).

Topic: “Person and Family Centred Care – the difference it makes”. Allan Ball will chair a

panel of five consumers who will respond to questions the audience on the topic of what

really makes the difference in care delivery.

The Ground Round is open to everybody (no RSVP required). For all other events please

RSVP to Allan on 8161 6003 or at allan.ball@sa.gov.au by Monday 12 September.

Divisional Update: Surgical Services

Surgical Services – Working in partnership with consumers

Surgical Services staff work in partnership with consumers to

improve their journey. This is done by actively seeking input from

consumers about their experiences.

Surgical Services has placed feedback “letterboxes” within the

wards for our young consumers and their families to share their

thoughts. Children and families post us letters and drawings. The

letters are reviewed each week by the unit managers and

monitored in the division through safety and quality meetings.

Feedback is positive about the staff, focusing on the care and

support they provide.

The surgical wards have recently supported the fairy face

painter to meet with children on the wards. This has

allowed more sick children to have a fun experience while

they tell the fairy about their hospital journey. There are

now more patients and families able to participate in this

exciting initiative, providing specific comments about the

area and its staff. At this time the feedback is

overwhelmingly positive on how staff communicates and

the quality of care they provide.

Surgical Services also seeks feedback and a clinical

update from consumers through follow-up phone calls for

all day surgery patients and patients discharged using a

criteria led protocol. This feedback is used to inform

service improvements in caring for women in the Queen Victoria Operating Suite and children

in the Paediatric Day Surgery Unit. The feedback from consumers of both services is very

positive about the patient journey and the supports offered.

Surgical wards have commenced a number of projects to develop a better understanding of

the patient experience. This information will be used to improve the service and how it works

in partnership with consumers. A project using the Paediatric International Nursing Study

(PINS) methodology of interview, observation and data analysis will assist in discovering how

nurses work with families in Newland Ward. This PINS project is focused on the effectiveness

of interactions and communication with families and patients. The feedback from consumers

is helping the division to better understand the consumer experience and is being used to

further develop staff communication and the ward environments.

Surgical Services works with consumers to provide effective support through their journey.

Surgical Services has strengthened systems that support families on discharge as this is a

stressful time. A Patient Discharge Information Sheet now complements the nursing

discharge process and supports families on discharge with written information on their

hospital admission, discharge medications, care required following discharge and a follow up

plan. Busy families say this process has helped them when they get home from hospital.

Surgical Services provides a robust support plan around patients with high care needs and/or

complex surgery. Elective patients requiring additional planning or supports are identified prior

to admission through the pre admission health questionnaire and by the Elective Pre

Admission Coordinator (EPAC) role. The EPAC facilitates communication between key

clinical staff, management staff and consumers to ensure plans are in place pre operatively to

support consumers on admission and through to discharge.

The EPAC role has recently worked with a number of families with children diagnosed as

autistic. During this project, a robust system and communication tool were developed to better

support the child, their family and the staff caring for these children with challenging

behaviours. It is flexible and responsive to the individual needs of each child. The consumer

input was central to the success of this project.

Primary case managers are allocated to consumers with complex histories, under multiple

clinical teams, with expected long length of stay, undergoing complex or high risk surgery

and/or requiring complex discharge planning. Case managers are identified for consumers

and staff to ensure smooth and effective communication with consumers and are crucial in

assisting with navigating the service. Case managers use a number of strategies to support

consumers and develop care plans

Nursing staff work in partnership with consumers, including patients and families, in care

planning and clinical handovers. Across Surgical Services, staff use the same format and

tools for handovers and general communications about patients. This consistency reduces

the risk of miscommunicating important information. The Surgical wards use an additional

paediatric-focused handover tool which includes prompts for staff to include and involve the

consumer. The nursing staff complete comprehensive training in conducting clinical

handovers and how to communicate clinical information and concern about their patients.

Observational auditing of bedside handovers and feedback from consumers, through

satisfaction surveys have demonstrated excellent partnership in care with families in Surgical

Services.

Violin virtuoso Eric dazzles surgical wards

Eric Chen, 12, was recently admitted to Campbell

Ward with osteomyelitis (bone infection) in his leg.

He is a dedicated violinist and pianist and had been

taking every opportunity to practise in between his

medical treatment in readiness for the Adelaide

Eisteddfod.

Eric’s virtuosic playing was enjoyed by patients and

families in Campbell Ward, Day Surgery, and

through the wall into Day of Surgery Admissions

(DOSA).

His mum, Mayuko, says he plays better to an

audience, which is why the nursing staff joined him

during his practice sessions.

You Said - We Listened – We Did

Throughout June, July and August, the Network worked with consumers to develop a system

of public promotion of our key posters and documents to ensure that they are easily

accessible. Our feedback from the Fairy Face Painter, poetry sessions and Kermode Street

entrance illuminated the sometimes confusing pathways consumers encounter when trying to

access information.

A consumer brainstorm session was held and a solution to this problem was sought.

The result is the e-Library, which is

now available online, providing 24/7

access to consumers, community and

staff to key Information. The e-Library,

the brainchild of Pepper, one of our

Kids Klub members, provides pdf

versions in a quick and easy

thumbnail display for download to a

smart device.

The consumer brainstorm also

considered sustainability. We are

currently working on a video bank; for

display of video updates from the

CEO or other WCHN videos aimed at

a public audience.

Check it out here.

Disability Action Plan update

In August, the Disability Action Plan was launched and

can be found in our e-Library. The Consumer and

Community Engagement Unit has played a very active

role in shaping the plan through face-to-face and online

consultations and with a consumer representative on the

implementation panel.

There are four actions Consumer and Community

Engagement Unit is responsible for the following:

1.5 ‒ Information is published/ available regarding

accessibility of WCHN buildings, services, parking and

facilities for people with disability.

1.6 ‒ Consumers with complex needs and frequent,

multiple appointments are supported with scheduling.

3.1 ‒ WCHN will provide the opportunity for people with

disability to make complaints and compliments.

3.2 ‒ Enhance opportunities for people with a disability to play an active role in decision

making through best practice community engagement and participation processes.

In relation to 1.5, some actions to address this include:

May 2016 ‒ Introduction of a Guide Team in the Kermode Street Foyer to support

appropriate way finding for all visitors. Volunteers have been trained in disability

awareness and help to reduce barriers, such as literacy skills, to navigating the Hospital

campus.

Coming to the Women's and Children's Hospital - Information for patients and families

booklet will assist consumers to identify accessibility of WCH buildings, parking and

facilities.

Youth Guide to Places and Spaces has been designed for children and

young people to understand areas in WCH. It has been written by the

YAG which has strong representation by people living with a disability.

Research Matters

In August, 51 members of the community attended four focus groups on the future of

research for the Network. Kids, teens and caregivers all provided valuable insight to

Professor Moira Clay, who is leading the review.

Ideas coming from the group were varied but there were a number of common themes and

trends. Ideas for improving access to research and to have buy-in to how research decisions

are made were discussed by a broad age group from children as young through to parents.

Some of the novel ideas were:

To employ consumers to write the plain language summaries.

For consumers to work with graphic design to develop infographics.

To make videos for other children and teens to know what particular research is about and

what it means for kids and teens.

Research tours with high schools, where classes are brought into the hospital to learn

about the places and spaces and know what type of research is occuring and what will

result from it. (The Youth Advisory Group members could be the tour guides.)

YAG could run polls using the iPads and ask kids and teens on the wards to vote about

research priority areas or use giant jars to use buttons like they do at grilled burger bar to

do consultations.

Making better use of social media.

Using a voting app on Basecamp on what research could be undertaken, and

disseminating these results on Basecamp.

Establishing a research consumer advisory committee as part of the Consumer

Governance Structure.

Some of the comments to come from the focus groups were:

“The Network needed to have a “big question” poll where children and their parents can

choose what questions the hospital or community sites should investigate.”

“A young inventors or young scientists group (could) be established where children are

routinely asked to comment on research studies, priorities or aims.”

“The Hospital should be considered a classroom, where there are rules for everyone to

participate in making sick children better…”

“I don’t know much about working as a researcher but I would like to know what has

happened so I can see if it makes sense.”

“Children could tell adults how children these days like to be spoken too and what they can

do to make children feel ok to take blood tests, like I did when I was doing (a study).”

One of the children argued that children could be “big people helpers”, have jobs like a school

to help doing the research. On this note, I encourage all the big and little people out there who

are interested in learning more about the final recommendations report from the Gateway

Review to contact Allan Ball to be included on a mailing list of updates.

Consumer Feedback and Improvement Group (CFIG)

On August 12, the Citizen Jury convened for the fifth time with a presentation from the

Nutrition Department regarding a previous verdict from the March meeting.

In March 2016, the committee delivered a verdict for “the hospital to explore opportunities to

provide increased amenities to families to enable them to source food for parents during their

child’s stay”. The verdict was endorsed by the WCHN Clinical Safety & Quality Committee at

its meeting in April 2016. Four actions have resulted from consumer feedback into safety and

quality including:

1. Identifying current amenities (and guidelines for use where applicable) for parents to

source food during their child’s say in hospital (e.g. hospital cafes, fresh vending

machines, voucher system, “Butterfly Card”, “parent rooms” on wards (supplies, fridges),

bringing food from home)

2. Identifying practices in other Australian paediatric hospitals/hospitals with paediatric

facilities

3. Considering alternative systems and implications for FS (numbers, costs, menus, ordering

system, production capabilities, payment)

4. Consider breastfeeding mothers as a sub-group (including consideration of potential

perception of discrimination by bottle feeding mothers, mothers of babies in

Neonatal/Special Care Baby Unit).

In August the Jury looked closely at financial decision making and made a verdict around the

principles to guide thinking around budgeting decisions. The Jury also considered a

consumer-led quality initiative known as Random Act of Kindness Month. It was suggested

having a small working group of consumers to get together to discuss and work on the

logistics of a gift voucher implementation system for the Network. The concept could be

advertised as ‘Inviting you to do a random act of kindness for the Women’s and Children’s

Hospital …. Watch this space”.

For the next Citizen Jury, there will be a discussion about the feasibility of a Random Acts of

Kindness Month for December and an update on safety and quality from Child and Family

Health Service.

Consumer and Community Partnering Council

Capping off a busy month, the peak body met for its bi-monthly meeting on 26 August and

made a number of high-level endorsements and decisions for the Network. Here is a

highlights package of what unfolded:

1. First meeting to be filmed with the “Accessible CEO” brand.

The CEO provides an update on Network affairs and now a

video of this is available via a link through the consumer

database. You can view the video by signing up to the

Consumer Database.

2. Endorsed the very first Consumer Safety and Quality Report

for the Network. The report is an action from the Consumer

and Community Engagement Strategy and Responsiveness

Plan 2015-2018 to develop a Quality of Care Reports annually

with consumer input. The report is a response to the

Australian Commission of Safety and Quality in Healthcare,

Standard 2, to provide timely and meaningful information on

safety and quality to the public. To access the report head to

the e-Library.

3. Endorsed the WCHN Youth Guide to Places and Spaces (see below article).

4. Provided feedback to the Network on how to progress suggestions received from the

Kermode Street Entrance and 24/7 consumer feedback systems, including an action to

explore the refreshment and toileting areas for guide or therapy dogs who access the

Hospital.

5. Received an updated on the pilot Trauma Informed Care training which was provided to

consumer representatives. It was a recommendation from the Peak Body that Consumer

Representatives on the Coffee Club and Listening Post undertake this training with

volunteers to ensure they are being respectful and sensitive to vulnerable consumers.

6. Received an update on the Carers SA Health Policy Directive.

Women’s and Children’s Hospital: Youth Guide to Places and

Spaces

In the month when we celebrate Person and Family Centred Care, it is a great privilege to be

able to launch the Youth Advisory Group’s (YAG’s) Youth Guides to Places and Spaces. This

guide was initiated and created by Y AG specifically for children and teens to help demystify

the places and spaces in the hospital.

The Youth Guide to Places and Spaces is one of the many quality improvements the group is

working on, based on feedback from teenagers aged 12-18 who access WCHN services.

Guides will be distributed through divisions and through the consumer mailing list and will be

available to download on the website.

The 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

Allan Ball and consumer Jason Cutler, the group has 20 active members, and is supported by

Nick Porter, a teacher from Hospital Education Services Jill Newman, Arts in Health

Coordinator with TeamKids.

Ten Tips of Active Consumer Participation

To celebrate Person and Family Centred Care Week

and the one year launch of the Consumer and

Community Engagement Strategy Tanya

Cheeseman, Co-Chair of the Consumer Feedback

and Improvement Group to provides her top 10 tips

for active consumer representation.

1. Ask questions, don't be afraid to ask if you don't

understand something. There is never a silly

question.

2. You are an important and equal member of the

meeting/committee that you are involved in.

3. You have a unique point of view and your ideas

are priceless.

4. Your position allows you to represent the wider consumer community.

5. You can make a difference by helping staff to see things from a consumer perspective.

6. Make sure you have the right information for the meeting/committee that you are

attending.

7. Don't be afraid to give your opinion. You are an expert in your own right.

8. Stay actively involved with other consumers as this will help to broaden your knowledge.

9. You can be involved in making huge changes to a service and in turn make it a better

service for all consumers.

10. Take care of yourself and ask for help if you feel you need it.

School Ambassador Program

A total of 310 students accessed the School Ambassador Program in August. The program

takes the hospital to schools and involves a visit by senior staff from one of the Hospital

divisions who talk about what they do, how they got into their particular profession and also

provide a range of health promotion messages. School students are invited to ask questions

of the staff and to engage with them in informal discussions. The visiting staff then ask the

students to provide feedback to help improve the quality of their division’s services from an

adolescent perspective.

In August, Linden Park Primary School and Pooraka Primary School hosted some of our staff

from Emergency Department and the Child and Adolescent Mental Health Service.

Consultation with the community focused on the rights and responsibilities colouring book and

teen postcard.

Person and Family Centred Care video

In partnership with the Friends of WCH Inc., Allan has been working on a Person and Family

Centred Care video known as the 4 Hope Project. The project objective is to tell consumer

stories relating to the principles of Person and Family Centred Care and will act as an aid to

promote discussion among staff. We have worked with young people, new mums, fathers,

new migrants and Aboriginal communities to create a contemporary training video to the

Network. This project was initiated by the Person and Family Centred Care Steering Group.

Youth led Listening Post Jess (15) and Ruby (20) worked with over 100 young people in August to collect feedback on

awareness, understanding and implementation of healthcare rights. Jess and Ruby used

Quick Tap Survey to assess the he colouring book and teen postcard resources. Healthcare

rights are an integral aspect of the healthcare we provide, so it was important to see if our

youngest consumers have understood their rights. This was the first time that we have used

youth auditors to collect information, and from all accounts it was a successful initiative.

Feedback from young people surveyed indicated that they appreciated having other young

people to connect with. The young surveyors were able to build companionship, trust and

mutuality quicker than if it was a staff member or other adult asking the questions. Jess and

Ruby both found the process enlightening and particularly enjoyed connecting with a diverse

group of youth. Well done to Jess and Ruby for the implementation of a youth-led, youth-

savvy and youth-focused quality improvement.

Consumer Rewind – A spotlight over the last 31 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.

On 1 August the Women’s and Babies review panel returned to the WCHN to hear a

progress report on the actions from the review, including the implementation of a new

staff-led Consumer Participation Group in the division.

The Research Review Consumer Focus Groups wound up, with 15 consumers

participating in a community forum on 3 August. This was followed by Lil attending the

monthly steering committee meeting for an update on the progress of the consultation

phase.

Health Literacy Group met and progressed a plan to develop a framework for staff to

embed health literacy principles into the development of promotions and publications for

the Network. This also includes developing a “Partnering with Consumers” seal, to

demonstrate which documents have been co-designed with consumers.

Consumer Listening Posts continued for Metropolitan Youth Health Services including

in the Southern Community, Adelaide Training Centre at Cavan and Western teams.

Allied Health and Nutritional Services launched their Listening Posts on 15 August. The

Listening Posts continue to provide exceptional access to active consumers to contribute

their voice as part of a consumer experience survey. Tiffany has worked with interpreters

in Allied Health to ensure that Cultural and Linguistically Diverse population groups are not

missing out on having their say.

Development of a Person and Family Centred Care training video known as “4

Hope Project”.

Jess and Ruby, some of our youngest consumer representatives have worked with over

100 children and youth, collecting feedback in a targeted audit of the healthcare rights

and responsibilities colouring book and teen postcard.

The Hospital campus map was reviewed by consumers and volunteers, with a small

management group organised to oversee the redevelopment of the map. Consumers and

volunteer guides based at the information kiosk in the Kermode Street foyer have provided

valuable insight into what services should be included on the map.

The Guide Team supported its 10,000th consumer in August ‒a huge milestone for the

service that was introduced in May. Well done to all the volunteers who have given

hundreds of hours of their time to provide a truly authentic person and family centred

service.

Our Fairy Face Painter was back on board on 10 August, painting limbs and faces while

collecting feedback.

New culturally and linguistically diverse signage will be placed across the Network

to enable easier access to an interpreter. Tara, through her work with the SA Health

Partnering with Consumers and Community Committee has developed a WCHN poster in

our top 20 requested languages for this purpose.

CAMHS, WABS and Trauma staff attended Term 3 sessions of the School Ambassador

Program. Due to the popular demand, CAMHS staff made two trips this term to Pimpala

Primary School. More than 70 years 6 and 7 students had the opportunity to quiz

Operations Manager Viv and Onkaparinga CAMHS Manager Chris about the various

services and supports. The kids have shown a passion to ask questions that matter and

to follow up conversations outside of the school sessions. Linden Park Primary School

and Pooraka Primary School also joined the School Ambassador

Program this term.

Consumer Rewind (continued)

Allan continues to attend staff meetings across the Hospital and Network to speak about

the official launch of the Person and Family Centred Care Charter. Allan has spoken

with 100% of Divisions about Person and Family Centred Care and spoken to well over

250 individual staff members.

Allan attended the Better Together Training Principles of Engagement August

Conference and spoke at the Special Interest Group with Children’s Healthcare

Australasia about the development and review of the Rights and Responsibilities colouring

book and teen postcard.

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.

All information was accurate at the time of printing, dates and times may vary.