Issue 10 – January 2016

Consumer & Community Newsletter Community Engagement Division

Community Engagement Unit Update

Happy New Year!

Ushering in the New Year starts with many people making a resolution for what they would like to achieve for the year. I am not going to make a resolution; instead I would like to echo some of the goals that we are going to achieve in 2016 as a team. By December 2016, the Network would have had just over 12 months implementing the Consumer and Community Engagement Strategy and Responsiveness Plan. This will include the development of a Guide Service for the Women’s and Children’s Hospital, an activity plan for the Youth Advisory

Group, a training calendar for the Consumer Representatives, a series of short videos for the internet promoting person and family centred care, a charter for Person and Family Centred Care, trail of Fabio the Frog for adult populations, a dedicated Cultural Diversity Month, a new embedded Consumer Feedback Framework to provide variety and widen access for the community to give feedback, hosting a peak body in the community, bringing a consumer coffee club to CaFHS and hosting Youth Led Walk-Around Audits of Spaces and Places. This is just the start as divisions and units will be rolling out local consumer and community engagement events, processes and plans in their areas across 2016. This is a “can-do” strategy, one which is well timed, clear in scope and driven by resourceful individuals who value quality and safe care. So, I have provided you all what my Consumer and Community Engagement goals are, what are yours? I am very interested and curious to learn what you have in store for our diverse community in 2016.

One thing we can all do now is to get as many of your stakeholders and people in your networks to join in Consumer and Community Engagement activities, by encouraging them to sign up to the database. This is very easy to do, you just need to contact me and I will be able to directly send them the link to database sig- up page.

So, welcome to 2016, a year which begins with some major activities such as the Organisation Wide Survey from 15-19 February and will end with many ticks on the Consumer and Community Engagement complete list.

Allan J Ball Manager, Consumer and Community Engagement

February 2016 opportunities

Organisation Wide Survey 15 – 19 February 2016

The countdown is on for the Women’s and Children’s Health Network’s 2016 accreditation.

Our Network will be assessed against the 10 National Safety and Quality Health Service

Standards and 5 EQuIP National Standards. It is our responsibility to ensure we have a safe

health network for our consumers and community. The 10 National Safety and Quality and

Quality Health Service Standards are:

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

BFHI (Baby Friendly Health Initiative) Calling all consumer representatives who

have had recent experience within our

Women’s and Babies Division and/or the

Child and Family Health Service. We are

looking for two consumers or community

members who can present a consumer

perspective about infant feeding,

education and support and contribute

ideas to increase consumer participation

in BFHI. Meetings will be held every three

months initially, and every one to two

months in 2018. RSVP by 20 February

2016 by emailing Allan.

Looking for a consumer to deliver staff training. On May 30 2016, a parent who can

share a story about advocacy and

escalation of care is invited to

participate in Staff Training. The

training sensitively addresses

consumer deterioration.

Reimbursement will be provided and

support delivered by the Manager of

Consumer and Community

Engagement. Contact Allan to express

an interest and to share your story for

training purposes.

The 5 EQuIP National Standards are:

1. Service Delivery

2. Provision of Care

3. Workforce Planning and Management

4. Information Management

5. Corporate Systems and Safety

You are invited to attend the Organisation Wide Survey opening presentation There will be an opening presentation in the Queen Victoria Lecture Theatre at the Women’s

and Children’s Hospital campus, which you are all invited to attend from 9am – 10am. Please

RSVP to Allan.

WCHN Youth Advisory Group

On 15 January 2016 our Youth Advisory Group met for the second time and were able to

achieve a lot.

The group met with Liz Prowse the Director of Mental Health Strategic Operations about the

CAMHS radical redesign highlighting that in 2016 there will be further consultation with

consumers. They heard about the radical redesign of the model and one of the big shifts of

recent times is the lowering of the age of those young people who are serviced from young

people aged 18 and below to those aged less than 16 years. The Youth Advisory Group was

asked to:

• Think about a model of care that CAMHS could consider which would embed the

consumer voice at a governance level.

• Think about what they would like to influence in 2016, given that CAMHS will be

looking for consumer and carer input into aspects of their projects

It was exciting to have Liz consult with our peak group, which reflected back how important

mental health is as an issue facing many if not all young people in South Australia.

The group was provided with the draft Consumer Feedback Framework which was then

opened it up for discussion. The members were unanimous that the framework was an

enhancement and improvement on the current model but asked that the following to be

considered:

- Feedback boxes around the Hospital and the community site.

- A hotline for providing feedback. (Youth Advisory would like an event held each year

managed by consumers specifically for young consumers to give feedback.

- Update the WCH website, with a "contact us" tab for making a complaint, suggestion

or compliment, which is linked to the Consumer Feedback Coordinator.

- Ensure that some of the methods provide instant feedback and are digital.

- Have an option to make the feedback anonymous where possible.

- Better marketing of consumer information. (Most of the Youth Advisory Group

members were unsure about how to provide feedback.

- Instantaneous feedback mechanism e.g. one-click button to review a service similar

to approach used by Starlight Express Room

Members also provided a youth-led audit of the Hospital Education Services. The youth-led

audit aims to give young people the power to make observations about the safety, comfort

and quality of environments in the Health Network. The group commissioned a report for the

Principal of the school consisting of two dozen observational enhancements. The school will

respond to the group in April to update it on what improvements have been made.

Community members and consumers are invited to write to the Youth Advisory Group suggesting a health Network environment that could be part of a youth-led audit. Suggestions can be made to Allan. The Youth Advisory Group has also designed

letterboxes as part of the Consumer Feedback Framework, for use by the wards and units

within the Hospital including Women’s and Babies Division, Surgical Services Division and

Paediatric Medicine Division. They will be delivered by the 10 February 2016. Finally, in

2016 the Youth Advisory Group has committed to three new projects including:

• Youth Guide to Places and Spaces. (Qi-Le, Tayla, Michael, Anna-Marie)

• A 90-second ‘Welcome to the Network’ video (Harrison C, Harrison K, Riya)

• Feasibility Study for International Youth Conference hosted by the YAG in Adelaide

(Ed, Uday, Kyle, and Larissa)

If you would like to learn more about the Youth Advisory Group, get involved or suggest

someone to be involved please contact Allan.

Members of the Youth Advisory Group with the feedback letterboxes which will be placed in wards and units across the WCH

Focus group looks at discharge planning

Over the Christmas holidays, a team from the Paediatric Emergency Department (PED)

worked with the Consumer and Community Engagement Unit to review discharge plans with

consumers. Consumers participated in a series of listening posts over a two-week period and

attended a focus group on 12 January 2016. At the focus group, consumers heard from Dr

Davinder Gill about the importance of discharge planning and how this is developed in

partnership with consumers. Additionally, Monique Anninos, the PED Nursing Service

Director who manages more than 100 staff, invited consumers to co-design a new discharge

checklist for the area. The focus group heard stories of hope in moments of despair and

there was unanimous agreement about the impact that a checklist would make for consumers

coming out of Paediatric Emergency. A draft checklist will be available in the coming weeks

on the WCHN Consumer Online Space for comment. If you would like to participate in the

online consultation please contact Allan.

Infection Control Safety and Quality Group by Annabelle Hucker

I am on the Infection Prevention and Control Committee (IPCC).

Infection prevention and control (IPC) means that as consumers we can engage within the

hospital knowing that procedures, guidelines policies and practices are in place to keep us

safe from infectious disease.

IPC is continuously evolving to deliver best practice and research driven results,

implementations and outcomes. It reaches every aspect of the WCHN, including in

departments, wards and specialised areas, the staff, our environment including food services,

cleaning, sterilisation, air flow and quality, maintenance, storage, disposal, immunisation and

even faces painting. I am new to this committee but I have already been able to influence the

development of new IPC information for consumers, how consumers prepare for pre-planned

admissions, and questioning and asking for elaboration on current practices and current

hospital associated infection results.

To ensure successful engagement within the committee I have a pre-meeting with the

chairperson. I am building relationships with committee members, and gaining a greater

understanding of IPC, all of which gives me greater confidence. Consumers do make a

difference and do bring about change through their knowledge of lived experiences. I would

encourage any consumer to get involved because you can truly make a difference.

Cultural needs poster

The Consumer and Community Engagement and Health Informatics, Performance, and

Planning and Outcomes (HIPPO) units now have six new consumer engagement A4 posters

in English, Arabic, Dari, Farsi, Simplified Cantonese and Vietnamese. The posters are worded

to give definitive power to the consumer to feel welcomed and treated as an active participant

in their health care. They inform the consumer to prompt staff of the Network to ask about their cultural and spiritual needs. Contact Allan for a copy.

2016 training calendar

Attached to this email is the 2016 training calendar written and endorsed by consumers on 11

December 2015. This training is available to all those consumers or community members who

are registered on the Consumer Database with the Network. To register for the database and

not miss out on the training contact Allan.

Consumer snapshot Over the past month:

> The first Consumer Feedback and Improvement Group (‘Citizen Jury’) was held

at which Lil, Sarah, Tanya, Vikki and Judith provided a single but important verdict

(recommendation) about the Medication Safety Annual Report. This verdict being:

The Jury recommended a parent checklist regarding medication, carefully worded to encourage parents to feel comfortable to ask questions when medication is being administered. The checklist could be one page. Inclusion is considered for the ‘Welcome to the Hospital’ booklet for consumers. A version could also be made into a laminated poster and displayed in wards and rooms. The resource could also be made available on the WCH website

> 11 consumers joined for the ‘reflection and review’ session and planned a

training calendar for 2016

> Many of the consumer representatives have been busy preparing for

accreditation. Tanya, Tara, Jackie, Jason and Vikki have been planning

presentations and participating in interviews.

> Fourth draft of the Person and Family Centred Care Oath has been co-written

by consumers from the Person and Family Centred Care Network Steering Group

and socialised with staff members.

> Tanya and staff from the Network joined for the preliminary Consumer Feedback Management Committee. This committee will be responsible as part of the new

Consumer Feedback Management Framework to review consumer feedback

themes and trends.

> Consumers from across the Network including CaFHS at Christies Beach and

CAMHS in the East joined representatives from the Consumer Database to

provide their talent for a new person and family centred Care promotional video.

> An evaluation report for the person and family centred care is now available

by contacting Allan. Many thanks to the consumers who helped review the data for

this evaluation report.

> Tara heard about ‘Patient Opinion’ at the SA Health Partnering with Consumers and Community Meeting and will help investigate the feasibility for it to be used

within our Network.

> Two young people have helped shape the agenda for the 2016 School

Ambassador Health Promotion program.

> Tessa piloted poetry feedback sessions in Postnatal Ward and Boylan Ward

as a creative way to gather consumer feedback.

> Nine letterboxes for consumer engagement feedback have been designed for the

Health Network, thanks to the hard work from the Youth Advisory Group.

> Fairy Bell was again available on the 18 and 25 January on the Play Deck,

painting the faces of 56 children, including 12 from non-English speaking

backgrounds. This feedback is used as part of improving services for the Health

Network

> Rose Ward consumer engagement promotion and parent room audit with 12 families. Feedback gathered was used to develop norms for the parent room

> Allan has been advocating and promoting WCHN consumer engagement. He has

interviewed Dorothy Keefe Clinical Ambassador for Transforming Health on the

importance of Consumer Engagement as part of his role as Editor for MyPaGe, an

SA Health publication for young professionals.

> On 21 December Allan hosted a Consumer Engagement Training session with

15 midwives from Women’s and Babies Division. He met with the Interpreter

Coordinator to strengthen links, resulting in six new posters in multiple languages

promoting consumer engagement. Allan also has met with Country Health Local

Health Network Aboriginal Manager Kerri Reilly about strengthening links between

shared consumer groups.

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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Judith, Vikki, Sarah, Tanya and Lil participate in the first Consumer Feedback Improvement Group (Citizen Jury)

Youth Advisory Group Members Kyle completing Youth-Led Audit of Hospital School

Fairy Bell with some fresh faces and arms to paint while getting feedback from our young consumers.

Dr Michael Osborne, Vikki and Zoe filming for the new person and family centred care video