WELCOME Consumer and carer representatives and the Women’s and Children’s Health Network (WCHN) workforce have access to a monthly calendar. In the calendar, you will learn about the training and educational opportunities available in the month. One of the upcoming focuses of our training will be Person and Family-Centred Care Week, in which I will be targeting the capacity of the consumer to be a critically constructive friend to the organisation. We want our consumer representatives to be researchers for the network, to offer their perspective on an issue in order for it to be married with staff input and current literature. A universal foe of consumer engagement in healthcare is the “bee-in-a-bonnet” consumer representative who has a singular experience or viewpoint and can not shift beyond this. Let me first say, all experiences are important but it is important to choose the right time and place to share it. On a committee thinking through solutions might not be the right place, but having a private confidential chat with a specific staff member might be. Consumer experience is powerful. Consumer experience is essential. Consumer experience needs to be shared, because we can not fix what we can not see. But, consumer experience should be shared sensitively, constructively and empathically to maximize its impact. This is what I phrase “throwing solutions and not shade”. We as healthcare consumers want to make the right thing to do, the easiest thing to do and co-design is done best when consumers are operating with an appreciative inquiry lens. Appreciative inquiry values a solution-focused approach because it implies:

That consumers and staff are part of the change process

Application of experience builds knowledge

Constructive, provocative thoughts based on multiple points of feedback enrich decision making

When we are constructive, we discover solutions that are built on common-ground; we appreciate that “my way” is just a way of thinking about a solution; we can dream possibilities and we can build social excellence through co-designing. If we get into this headspace, we are not throwing shade around. We leave criticisms, cynicism and indifference at the door and step into an appreciative inquiry lens to harness diversity of solutions to find common ground. One of the growing forms of community engagement is around open space. An open space can run like a forum or can operate like a campfire, it depends on the complexity of an issue or concerns that need to be raised. It works well to unpack a solution to consumer feedback or as a way of canvassing a collection of people. From strategic direction setting, morale building, consultation with stakeholders and deep learning, open space approaches love complex ideas. One of the fundamental principles of open space is “whoever comes are the right people” as it harnesses people’s strengths, passions and capabilities and sees them as oppurtunties. It also values people as a resource as you will find yourself operating within the law of two feet: if you find yourself in a situation where you are not contributing or learning, you opt out and back in when you can. We will be using open space principles as we consult on the 2019 - 2024 Consumer and Community Engagement Strategy, beginning in September.

Allan Ball | Director Consumer and Community Engagement

Issue 36 – AUGUST 2018

Minister’s visit and

Consumer Showcase

NADIOC Week

Reflections

New Women’s and

Children’s Hospital

Taskforce begins

Last 30 days

2

CAPACITY DEVELOPMENT

THE DETAILS FOR WHO

Safety and Quality Campfire Thursday 23 August 2018, 1:00 – 2:30pm

Alan Crompton Boardroom

RSVP to Allan

Learning AIMS

Meet fellow consumer and carer

representatives from safety and quality

committees

Consumer representatives

on a safety and quality

committee or those who

have an interest in safety

and quality data

Grand Rounds

(not reimbursement)

1 August. Professor Elizabeth Elliot. Why

Diagnose Foetal Alcohol Spectrum

Disorder?

8th August. Courtney Ryder. The Coolamon

Journey: Burns outcomes in Aboroginal and

Torres Strait Islander Children.

22nd

August. Anna Sved Williams. Children’s

book to help families have conversations

about Mental Health, their feelings and

experiences.

29th August. Health Development Adelaide.

All Consumer and Carer

Representatives

CONSUMER VACANCIES

MONTH EVENTS BASECAMP

New vacancies click here Event schedule for August click here Article: A three-talk model for

shared decision making:

multistage consultation

process

OTHER INFORMATION

If you would like to volunteer to be a weekly surveyor, please contact Allan Ball for further details.

WHAT’S HAPPENING

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Save these dates for August

Date for your calendar

Consumer Governance Committee

Open event or invitation, requiring an RSVP

Consumer Feedback on Experience Dates

Consumer Surveyors 1st (Children’s Wards), 15

th (Allied Health), 22

nd (Women’s Wards)

and 29th (Surgical Wards)

Consumer Coffee Club 23rd

Level 2, Café, WCH Campus, 10:00am – 11:30am

Consumer Roving Consumer Coffee Club 9th Women’s and Children’s Outpatients, 10:00am – 11:30am

DATE EVENT / ACTIVITY DETAILS

1 August Consumer Memo Launched

1 Clinical Safety and Quality Committee Alan Crompton Boardroom, WCH Campus, 3:00pm – 5:00pm

3 Clinical Operations Safety and Quality Surgical Services Meeting Room, WCH Campus, 10:00am – 11:30am

6 Health Literacy Committee QV Meeting Room, WCH Campus, 11:00am – 12:30pm

8 WCHN Major Capital Works Program Committee

Alan Crompton Boardroom, WCH Campus, 9:00am – 11:00am.

10 WCHN Consumer Feedback and Improvement Committee

Executive Boardroom, WCH Campus, 11:00am – 1:00pm

10 CAMHS Advisory Committee CAMHS Executive, 10:00am – 12:00pm

14 Person and Family-Centred Care Committee

Alan Crompton Boardroom, WCH Campus, 9:00am – 11:00am

15 Youth Volunteer Framework. PAG Consumer Lounge, WCH Campus, 10:00am – 11:00am

20 CaFHS Advisory Group Telehealth Meeting Room, WCH Campus, 12:00pm – 2:00pm

27 YAG-X Alan Crompton Boardroom, WCH Campus, 3:30pm – 4:30pm

29 YWSWS Consumer Advisory Committee Yarrow Place Meeting Room, 3:30pm – 5:00pm

29 - 31 The MHS Conference: various activities including CAMHS and YAG Symposinsums

1-10 Listening Posts: Partnerships continue for the month

20 – 26 Medication Awareness Week: Consumer education on allergies and reactions to medications

NOTICEBOARD

“It feels like a team of collegues,

we have a great spirit of

collobration”

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YAG – X

11 Members from the Youth Advisory Group (YAG) met early in June with four hot topics for discussion.

Topic 1 was a discussion about the WCH Children and Youth Framework and how we can use gamification techniques to embed the Know Your Rights 3D viewfinders into the organisation. Members were keen to ensure that tenants of playfulness and fun were not lost by seriousness of messaging. As children and teens learn through play, the YAG stressed the importance of ensuring that the play was forefront to the know your rights teaching. YAG members put forth the recommendation to look at the feasibility of play therapists using the 3D viewfinders in their practice.

Topic 2 allowed the YAG to have their second, but initial group discussion about the Informed Consent video. YAG members have seen the project from idea bubble to now first draft, and were very impressed. Members spent time in groups unpicking each frame of the 90-second video with feedback going straight to the animator.

Our third topic was an opportunity to assist the Trainne Medical Officer Unit to decide on the attributes of future doctors in the hospital. Dr. Scott Sypek wanted to know what the YAG thought were the attributes that junior doctors working at the WCH should have. The YAG responses will now assist the Medical Education and the Trainee Medical Officer Units in their recruitment of prevocational trainee medical officers to work at the WCHN. We used world-café style consultation methods to answer a series of questionnaires.

Finally, we had an opportunity to hear from Bernadette Barret, a social work student from the Health Consumers Alliance of SA Incorporate (HCA), on the feasibility of an individual advocacy service. HCA’s vision is consumers at the centre of health in South Australia. Advocacy is a cornerstone of consumer-centred care, and HCA believes that an individual advocacy service would help South Australian health consumers in receiving quality, safe, consumer-centred care. The information and feedback gathered from the YAG will feed into a statewide report. It will be used to provide feedback to policy makers and key funding bodies to consider how an individual advocacy service would support South Australian consumers.

YAG members were asked by the Person and Family-Centred Care Committee to help design a reporting template for consumer feedback on experience.

Working in partnership with the committee, Clinical Practice Development Unit, Digital Media and Consumer and Community Engagement Division, the YAG proposed a design that was colourful, used symbols and reference the person and family centred care ethos and branding. Four templates have been designed:

PDF Version that can be populated with Text (A4)

PNG File for use in reports

Safety and Quality Board Template (WORD)

Safety and Quality Board Template (PDF)

You will now see them on Safety and Quality Boards around the health network and in reports.

CONSUMER GOVERNANCE UPDATES

5

Anand and Ruby

Members of YAG-X

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Cultural Roundtable

It was Independence Day in the USA and here in South Australia, the WCHN Cultural Roundtable gathered for their July meeting. It was Lana’s first time chairing the committee, as our newest Consumer Representative co-chair, and feedback from all members indicated she did a fabulous job. At the meeting, four actions were closed off from the previous meeting, including the development of a migrant resource list for adding to the WCH intranet page. 15 members joined and made six recommendations to the Consumer and Community Partnering Committee.

Some of the actions that resulted from the meeting included:

Developing a communications campaign to support the roll out of an internal WIKI to promote workforce education

Writing a top 10 position statement on what are the cultural factors required for a new hospital build

Considering the feasibility of a partnership from Multicultural Youth South Australia to provide voluntary corporate support to the WCH.

At the meeting the following was discussed:

A Cultural Diversity Wiki to provide a one-stop shop of information to support the workforce to communicate effectively and share decision making with migrant, refugee and new arrival communities. The group commented on a draft that has been written since the last meeting with the team from Australian Refugee Association, Multicultural Youth South Australia and consumers from the roundtable. Members endorsed the draft wiki for development.

Two procedures were discussed: the Challenging Behaviours Procedure and the Breastfeeding Procedure. Members were able to provide further insights to strengthen the cultural fitness of the two procedures. For the Breastfeeding Procedure, there were 15 suggested changes to ensure that cultural customs, beliefs, traditions and attitudes are considered throughout the shared decision making process. Additionally, members wanted to strengthen elements around midwife to parent education sessions to factor in cultural factors. The Challenging Behaviours Procedure saw three suggested changes. Overall, the Roundtable were encouraged by the migrant and new arrival considerations.

Lana provided an update on her advocacy and attendance at the Migrant and Refugee Women of South Australia Roundtable. In her capacity as chair, Lana represents the organisation at official events with the Director, Consumer and Community Engagement. During Refugee Week, Lana was busy attending a number of events but it was this one that really had an impact. A write up is available by request from Allan Ball via email.

In September, the group will be discussing events to celebrate World Kindness Day and will provide feedback to the Project Officer who is leading this initiative.

Members of the WCHN Cultural Roundtable

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Person and Family-Centred Care

The Person and Family-Centred Care Committee (PFCCC) met in early July and was chaired by our consumer representative, Lily. In 60 minutes, the group discussed three campaigns including the Women’s and Babies Division Web Redesign and Multilingual Video, Con the Crocodile Consumer Feedback System in Paediatric Outpatients and Staff Communication Phone Etiquette training outcomes. The group was also provided an update from the Best Practice Spotlight Organisation (BPSO) project and monitored actions from the 2018 PFCCC Action Plan.

The group is on track to meet all of their actions learning that the TUNE video for clinicians has been well received and is used in student orientation for nurses and training medical officers and that CAMHS have recently completed their recruitment for a Lived Experience Worker in which Lily was on the selection panel. The Director, Consumer and Community Engagement also provided a working document that provides an overview of the 2018 community expos including details, intent, resources provided and outcomes. The document is effective at tracking community engagement productivity. Susan provided an update on the outcomes to date on BPSO, and with too many to name, some of the highlights include:

Having Lily present at a statewide BPSO workshop

Over 200 BPSO Champions currently active within the health network

Development of a value tree, as a visual way to describe the approach to person and family-centred care.

Staff Communication Phone Etiquette training outcomes

A communication workshop was held earlier in 2018, and since the last PFCCC meeting, a script has been co-created by our consumer facilitators, with consultation with the workforce in June. In July, consumers and the staff involved will look at the feedback, consolidated it into the script and now we move towards a pilot intiative of implementing the script.

Women’s and Babies Division Web Redesign and Multilingual Video

The draft video was shown to the group with strong feedback from the committee about the approach to be inclusive and welcoming to all members of our community. The video is the first multilingual video produced to welcome women and families to our hospital and is one of three steps to digitalize the welcome to the hospital. Members of the Cultural Roundtable have been involved in the co-creation of the video and the talent for the video came from our generous consumer and community members. In July the Cultural Roundtable looked at endorsing the video and web-scripts and illustrations that will accompany the video before launch and implementation.

Con the Crocodile Consumer Feedback System in Paediatric Outpatients

James Lynch, the Associate Nurse Unit Manager from Paediatric Outpatients, presented an approach taken in the area to translate person and family-centered care philosophy into practice. The showcase written below will now feature on the health literacy internal web page.

Showcase: Integrating principles of play to promote consumer feedback

If you have visited the Fracture Clinic or Paediatric Outpatients lately and seen a crocodile, please do not be alarmed. Con is friendly and only has hungry eyes for consumer feedback. The team in Paediatric Outpatients have used a noval approach, underpinned by the principles of the WCHN Child and Youth Communication Framework, to support children to provide feedback on their experience. Introduced in 2016, the two dimensional wall feature uses play-based approaches to support children to give feedback on the things that matter to them to enhance their experience of care. The system asks children to tell staff what is working well and what could work better, by placing small notes in the mouth of the Con. The feedback is routinely gathered by the Associate Nursing Unit Manager and used to drive quality improvements. Feedback is then dovetailed into the wider consumer feedback on experience system collated by the Paediatric Medicine Division.

The simplicity is one of the reasons why the system works, but the secret to its success is attributed to the whole-of-department focus, leadership from the unit managers and embracing a person and family-centred care attitude. The system is non-confrontational and children do not have to ask for permission for resourcing or to give feedback as writing materials are provided and the system encourages engagement through play. Staff from

8

Paediatric Outpatients have been trained in the BSPO – Person and Family Centred-Care approach, which has enabled the translation of a philosophy to tune into kids to practice. Feedback has directly influenced the work of the play therapists to include certain activities designed by kids for kids and supported advocacy for minor refurbishments.

Delivering Person and Family-Centred Care

Our consumers, carers and community found their unique and personalized way to thank our staff for exceeding their expectations and delivering a kind, compassionate and empathic customer experience. This gratitude comes in multiple forms form cards, phone calls, high fives, smiles, hugs and in nominations for the Person and Family Centred-Care Awards. One card was received from a family which was put forward for last month’s Person and Family-Centred Care Awards from the Neurology Clinic.

To transform into a culture of person and family-centred care, you must be willing to work as a united team developing collective patterns of behaviours that promote the four pillars of WCHN person and family-centred care. Person and Family-Centred Care is measured by what the patient determines is valuable relating to their experience of care. This example of Person and Family Centred-Care from Neurology Clinic provides a clear example of the team pride and focus towards delivering experiences of care that are tailored for the consumers. This consumer felt strongly that the verbal and written communication was timely and efficient evidenced by the statement “they answered all of our emails, phone calls and questions” but did so in a empathic way delivered this in a “genuine” way. The person and family-centred care approach touched every facet of the consumer’s journey from intake to discharge. The team also go one step further by authentically valuing the consumer evidenced by the receptionist going out of her way to remember the consumer outside of the unit whilst they make their way through the hospital. The impact it has made on the consumer was a reduction in hospital-based anxiety and a family feeling that they had a better than expected experience.

We encourage our consumers, carers, members of the community and staff to nominate a staff member for the Person and Family-Centred Care Awards. It is really easy to do it, and there are multiple ways this can be achieved. Find out the full details here.

Members of the the PFCC Committee

9

The Minister for Health and Wellbeing launches our 2017 Consumer and Community Engagement Summary

On 27 June, a first happened for our network with the Minister and CEO alongside our consumers and Allan launching the 2017 Consumer and Community Engagement Summary.

The focus of the Ground Round was for our consumers to tell us in their own words on the ways in which they are working with us to build a culture of person and family-centred care. The aim of the Grand Round was to hear from our consumer representatives who presented alongside the Minister, WCHN CEO and Director Consumer and Community Engagement and witness the Minister officially launch the Consumer and Community Engagement Summary 2017.

Lindsey, our CEO, kicked off the official occasion by providing her thoughts on consumer and community engagement. Lindsey said, “our consumers are key drivers of our philosophy of Person and Family-Centred Care. Consumer and community engagement is both a process and an outcome, and since starting here as CEO for the Health Network I have been astonished by the high-performing consumer and community engagement approach. I have seen nothing like it, and I am very proud to be the Chief Executive Officer of an organisation that has consumer engagement embedded and a consumer fingerprint across all facets of our decision-making”. She added, “I think it’s fair to day that “nothing about consumers without consumers” is a maxim that we endeavour to live up to.”

Allan was up next to introduce the speaking session but also remind the organisation of the sophistication of our approach to public participation. Framed by a visual of 24 faces of our rich assortment of consumer and carer representatives, Allan spoke passionately about the privilege it has been to work alongside an intelligent, forthcoming, compassionate and confident community workforce adding, “our core 71 of our 212 consumers and carer representatives are to be celebrated. These are just some of the faces of the cohesiveness, compassionate, confident and charismatic parliament of people power who have transformed our approach to co-design, co-create and partner in change. We are humbled that our patients are now our representatives, in some cases turning trauma, illness and sickness into a positive, by giving back to the organisation to help us truly understand the patient’s experience to soilict solution-focused change. Many did not have a choice to be our patient, but all of us choose to become a representative and I wanted to take this time to say thank you.”

It was than over to our consumer representatives: Penny, Lily, Tanya, Debbie, Jason, Lana, Tara and Tiffany, who one by one illuminated practice, procedure development, quality improvements and consultative items that have had a consumer fingerprint applied to them in the past 12 months. A defining theme that stitched all of their speeches together was the articulation of explicitly, semi-explicitly and implicit indicators of system changes. They spoke about the procedure development, consultation and co-design on quality improvement projects and resource flows as evidence of how their voices are being heard. They spoke about the qualitative indicators of culture change by identifying the strengths in the relationships they have formulated with all divisions within the network and the shift in power dynamics. Furthermore, they spoke about the emerging behaviours they see in staff and patterns in decision-making which articulate the transformative changes that have occurred. There was a great blend of personal stories, project outcomes and quantitative data weaved throughout all the speeches. As the representatives of 81 consumer positions on the WCHN Consumer Governance Structure, you were able to get a sense of ownership our consumers and carers have in the governance and operations of our organisation.

NEWS FEED

10

Allan, Penny and Lily spoke also about the evaluation of the Consumer and Community Engagement Strategy during the Grand Round.

Where are we up to in our evaluation?

The WCHN Consumer and Community Engagement Strategy and Responsiveness Plan 2015-2018 evaluation has been completed. 336 WCHN consumers and carers invited to complete a questionnaire, resulting in 125 completed and returned questionnaires. The majority of participants were females over the age of 18 years and 18.4% of participants identified as Aboriginal or Torres Strait Islander. One third of participants were consumer, carer or community representatives, with the remaining participants consisting of staff spread widely across the WCHN divisions.

It was established there are six very effective enablers of consumer and community engagement which have operated as very effective levers for change including:

Leadership from executive (n=76%)

Allocating a director of consumer and community engagement (n=82%)

Trust (n=69%)

Consumer training and skill development (n=66%)

The strategy (n=66%)

PFCC charter (n=66%).

An average of 90% of those surveyed felt strongly that all goals of the strategy have been met. A full report has been completed by Flinders University and will soon be signed off by executive and made into a user-friendly document for release during Person and Family Centred Care Week in September 2018. The development of the 2019-2024 Strategy will start in earnest, with a concentrated consultation process as the new strategy will build off much strength from the current strategy. This document will be supported by a time-limited project advisory group inclusive of consumers, carers and workforce members.

11

The presentation was then closed by our Minister for Health and Wellbeing, the Honourable Stephen Wade MLC, who also officially launched the WCHN 2017 Consumer and Community Engagement Summary.

What the Minister said

“It’s a great pleasure to be back at the Women’s and Children’s Hospital this week, having just last week been here to mark the 140th anniversary of the Adelaide Children’s Hospital. Today is somewhat of a celebration too. Hearing first-hand from the Health Network’s consumers about the work that is being done to build partnerships in care has been really inspiring.

The demonstrated commitment to person and family-centred care is to be commended. It is, after all, the reason why places such as this hospital, and the wider Health Network – and its community based services – exist. What you are doing is more than just paying lip service to consumers’ needs. You are actively involving consumers in the design of services. This is a great step forward and real shift in the approach to delivering health care.

As the Health and Wellbeing Minister, I can assure you all that the Government is committed to enhancing and improving health care for all South Australians. As you know, we have pledged to build a new, world-class facility for babies, children, young people and women to be co-located with the Royal Adelaide Hospital. This will be another important project for consumers to have input into. Their views will help shape what a new hospital will look and feel like and ultimately how services are delivered.

I’d like to conclude by saying how impressed I am with the young people who have stepped up as advocates for their peers, and ensuring that it’s not just adults talking on behalf of kids and adolescents.”

(Back) Phil, Debbie, Lana, Minister Health and Wellbeing, Lindsey, Jason and Allan (Front) Tiffany, Tara, Lily, Penny and Tanya

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Phil, Allan and Lindsey meet with the new Chief Executive Officer of Health Consumers Alliance of South Australia

On 27 June, shortly after the spectacular showcase of Consumer and Community Engagement, Lindsey, Phil, Allan and the new CEO of HCASA, Julia Overton, met for their inaugural meet and greet. Julia has recently started as the CEO and provided us with her bio.

Julia has spent most of her career working within the health system in South Australia. She is an experienced executive, having held senior positions within Medicare Locals, a Primary Health Network and Local Government, as well as management experience in small business. Working across care settings, including health, disability and ageing, Julia has supported individuals and communities to have access to the services they need, when and where they need them. Julia’s experience includes supporting both rural/remote and metropolitan populations, with a focus on the most vulnerable people in these communities. Her experience is underpinned by her university education in the fields of Public Health, Planning and Social Geography. Julia is passionate about driving collaborative approaches to achieve progress and developing partnerships to increase organisational capacity, impact and outcomes.

WCHN and HCASA have a very strong relationship and moving forward Lindsey, Phil, Allan and Julia will meet across the calendar year to share learnings and discuss solutions particularly around concepts relating to health literacy and shared decision-making.

Lindsey, Julia and Allan

13

New Women’s and Children’s Hospital Taskforce

The South Australian Government has established a high-level Taskforce to drive the co-location of a new Women's and Children's Hospital (WCH) with the Royal Adelaide Hospital.

Jim Birch, a former Chief Executive Officer of the Women's and Children's Hospital and the SA Health Department, has been appointed to lead the Taskforce, which will guide the planning for a new WCH. The Taskforce will develop a fully costed plan to build a new world-class facility with the aim to complete the project by 2024. It will identify the capital cost of the project, service specification (including bed numbers), the overall size of the new facility and the state-wide models of care needed to support the hospital's day-to-day operation. It is expected that the Taskforce will complete these activities by the end of 2018.

The new WCH Taskforce has established five Reference Groups to provide advice. They include:

Clinical

Consumer

Aboriginal

Education and Research

Industrial Organisations.

All five Reference Groups met in July. It is the membership of the Reference Groups in which the strength of consumer and carer engagement is at its finest. Consumers and carers will be across four of the five clinical Reference Groups. The Consumer Reference Group will be co-chaired by a Consumer Representative.

Our consumers and carers were selected to participate in these Reference Groups based on a merit-based process. Members either have a role as a consumer on the Women’s and Children’s Health Network (WCHN) Consumer Governance Structure or have a significant role in collecting patient reported outcome measures. Furthermore, they represent the diverse voice of our consumer and carer database.

Our consumers and carers are:

Tanya (Co-Chair Consumer Reference Group)

Tiffany (Consumer Reference Group)

Sharon (Consumer Reference Group)

Reanna (Consumer Reference Group)

Melissa (Consumer Reference Group)

Vikki (Consumer Reference Group and Clinical Reference Group)

Josephine (Consumer Reference Group and Clinical Reference Group)

Talia (Consumer Reference Group, Education and Research Reference Group)

Darelene (Consumer Reference Group, Education and Research Reference Group)

The Consumer Reference Group will also have membership from Health Consumers Alliance South Australia and Carers SA. Full Information on the taskforce and its reference committees can be found here.

There will be many opportunities for greater engagement with consumers and carers in the next phase once the new WCH Taskforce has submitted its report to the Government. At this point a new WCH Project Governance Structure will be formed that will include User Groups. It will be these User Groups that will be tasked with developing models of care and detail design at which point there will be opportunities for more representation from consumers and carers.

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Principles of Consumer and Carer Engagement in Capital Works and Redesign

The WCHN is committed to having a consumer and carer fingerprint on all decisions that are made. All of these decisions are supported by our six principles of engagement.

Principle Definition What it means for Capital Works

Person and Family Centred Care

Person and Family-Centred Care is healthcare that is respectful of and responsive to the preferences, needs and values of the individual consumer and their family/support people with dimensions including respect, emotional support, physical comfort, information and communication, continuity and transition, care coordination, involvement of family and carers, and access to care. Engagement processes recognise the social context within which people live and engage family where appropriate in care, service improvement and governance.

The consumer sits within a family context and will respect how consumers define family and what family needs are when thinking of new buildings and designs.

Diversity Partnerships are reflective of the diverse range of backgrounds in the population served by the health network, including those people who do not usually provide feedback.

We will lead with a culturally safe and competent agenda when thinking of capital works, infrastructure and new buildings.

Transparency The health network will be open, frank and candid in the information provided, their engagement processes, use of information and feedback to consumers, families and the community.

Our Leadership and strong commitment to open and inclusive decision-making at all levels.

Access to information

Consumers, family and the community have a right to access and receive information about their health and wellbeing, health services available, and opportunities for engaging with the network and its staff in a way that meets their needs, and is in a form that they can access and understand.

Information on what we are doing and why we are doing it, will be available in a timely manner.

Empathy Empathy is the power of understanding and imaginatively entering into another person's feelings, and life and health care experiences.

Our decisions will be influenced by consumer and carer stories and the notion that it takes a village to raise a child from preconception through to birth and as the child matures into adulthood.

Partnerships Consumers, families, and the community groups/organisations engage as equal partners with the health network and its staff.

Our decisions for the taskforce will be made with consumers and carers.

This means that we will always have consumers and carers at the beginning, during implementation and evaluation of healthcare service design and redesign, like new capital works and infrastructure projects.

Strengthening our local governance and system of consumer and carer engagement in co-design are some of the National Safety and Quality Healthcare Standards:

Standard 1.29 says that the WCHN must support consumer and carer involvement through the design of the environment and ensure that infrastructure is fit for purpose.

Standard 2.11 says that the WCHN must involve consumers in partnerships in the governance of, and to design, measure and evaluate health care.

15

SA Health Public Reporting Consultation

Our Terrific Gang of Ten: Emily, Sharon, Darren, Tiffany, Lana, Vikki, Tanya, Lily, Reanna and Linda, gathered with 15 others including Allan at Pullmans Hotel in July for a workshop on SA Health Public Reporting. The Women's and Children's Health Network was a strong voice at the workshop, ensuring that developmentally appropriate and culturally inclusive practices in public reporting were principles guiding this work. The consultation is the first in a series of consultations that will be held over the next 24 months, led in partnership with Health Consumers Alliance South Australia and SA Health.

Public reporting is defined as the publication of information about the quality of healthcare services and the safety of patients as they interact with our services. The newly appointed CEO of HCASA, Julia Overton, guided us through a range of activities including world-cafe style discussions, polling to get consensus on principles and small group discussions. The intent of the workshop was to get an understanding of the principles of public reporting from the consumer, carer and patient perspective, how SA Health should present the data and what sort of information should be included and not included.

There were two features of the day. The first feature was getting a sneak peak of the new Quality Information and Performance Hub that will be used by SA Health workforce to review data and the second was seeing the maturity of discussion led by our terrific 10. WCHN did not cluster in one group, we spread ourselves out, sharing our knowledge with other consumer and carer representatives whilst learning from them.

(Back) Tanya, Reanna, Lily, Darren (Middle) Lana, Linda (Front) Sharon and Vikki

Getting ready for the consutlation

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Clinical Performance Committee

The WCHN Clinical Performance Committee is a new committee established to monitor and analyse WCHN’s clinical performance systems as well as identify opportunities for improvement.

The committee is also responsible for supporting WCHN to meet the requirements of the National Safety and Quality Standards. The committee is chaired by Dr James Rice (Deputy Director, Medical Services) and is represented by all divisions across WCHN. Its membership is multi-disciplinary and consists of a mix of senior clinicians, managers, consumers and executive.

The committee commenced in February and has had a variety of invited guests present to enrich members’ knowledge of performance monitoring and quality improvement. The committee has dedicated time to reviewing WCHN’s data for hospital acquired complications and incidents and complaints. Members have also commenced preliminary discussions with divisional representatives on how to assist the organisation improve on our results and deliver excellent care to all our consumers every time.

Tanya in upper left hand cornder with CPC members

17

NAIDOC Week

NAIDOC Week is held annually to celebrate the culture, history and achievements of Aboriginal and Torres Strait Islander peoples.

This year’s theme was “Because of Her, We Can”, which highlighted the achievements, voice and passion

Aboriginal and Torres Strait Islander women.

WCHN participated in a range of events throughout the week, including:

Monday 9 July: Traditional smoking ceremony hosted by SA Health outside the CitiCentre building.

Tuesday 10 July: Photographic exhibition by Ara Palka (Colleen Strangways) in the Queen Victoria Lecture Theatre, Women’s and Children’s Hospital.

Wednesday 11 July: Grand Round dedicated to the NAIDOC Week theme ‘Because of Her, We Can!’, featuring a series of Aboriginal speakers at the Queen Victoria Lecture Theatre, Women’s and Children’s Hospital.

Friday 13 July: NAIDOC Week Community Expo in Victoria Square.

An historical display in the entrance to the Samuel Way Building.

Promotional slides featuring WCHN’s Aboriginal workforce, on display throughout the hospital’s TV screens, with a full display available on the WCHN intranet and WCH website.

WCHN is committed to Reconciliation, supporting a culturally inclusive workplace and building a better understanding of the spiritual connection Aboriginal and Torres Strait Islander people have with the land, sea and country.

Celebrating our refugees

From 17 – 21 June 2018 WCHN promoted and celebrated Refugee Week.

Refugee Week is Australia’s peak annual activity to inform the public about refugees and celebrate positive contributions made by refugees to Australian society. The first Refugee Week events were organised in Sydney in 1986 by Austcare and have since expanded across the nation. Refugee Week provides a platform where positive images of refugees can be promoted in order to create a culture of welcome throughout the country. The ultimate aim of the celebration is to create better

understanding between different communities and to encourage successful integration, enabling refugees to live in safety and to continue making a valuable contribution to Australia.

The aims of Refugee Week were to:

To educate the Australian public about who refugees are and why they have come to Australia

To help people understand the many challenges refugees face coming to Australia

To celebrate the contribution refugees make to our community

To focus on how the community can provide a safe and welcoming environment for refugees

For community groups and individuals to do something positive for refugees, asylum seekers and displaced people, within Australia but also around the world, and

For service providers to reflect on whether they are providing the best possible services to refugees.

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Refugee Week is of utmost importance to our Health Network as we continue to strive towards providing person and family-centred care to ensure that our diverse communities are seen, listened to and valued. The Women’s and Children’s Health Network supports the voice of refugees and asylum seekers through the establishment of the WCHN Cultural Roundtable. Chaired by a consumer, Multicultural Youth South Australia and the WCHN’s Director, Consumer and Community Engagement, our committee has been listening to and responding to refugee needs since 2015.

During the week, our Cultural Roundtable supported an engagement breakfast for the workforce to talk about diversity and why refugee health matters and represented the WCHN at key events including the Adelaide Town Hall Breakfast with the Premier of South Australia on 20 June. Refugee Week was also promoted via an ED commuique from the Executive Director, Corporate Services.

If you would like to learn more about our WCHN Cultural Roundtable click here and if you are a staff member, volunteer or consumer representative who would like to join the committee, email the Director, Consumer and Community Engagement.

To find out more about what happened on Refugee Week visit www.refugeeweek.org.au

Listening Posts + Surveying

Throughout July, a group of Consumer Representatives have been busy working with patients within the health network to understand their perspectives on partnerships. The aim is to hear from 400 families about shared decision making, with the results supporting the development of an action plan for 2019. Feedback so far has been highly positive, with staff commenting on the professionalism of the consumer surveyors, the patients feeling really respected to give their feedback on their own terms and the surveyors are learning lots about the services provided within the network.

A woman from Uganda commented in Outpatients, “I feel really excited that you are asking me these questions” and a child from Newland Ward said, “I hope that what I said will help everyone know that its important that children can make choices when they are in hospital.”

Throughout July, alongside methods like the Roving Coffee Club and Consumer Coffee Club, our other consumer surveyors have also been busy. Fairy Bell spent the full day on 9 July surveying children and parents who were accessing medical imagining, dental services and allergy clinic, whilst Ruby spent the day in Peadetric Emergency understanding patients experiences of Consumer Survey on Escalation of Care.

Our method for inviting consumer reprsentatives to act as surveyors provides an ease and respect towards our patients that is unmatched by traditional methods of surveying. Sharing experiences of care becomes an experience with the use of culturally safe and developmentally appropriate methodologies.

Sharon conducting a listening post

Fairy Bell conducting a child interview

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Patient Safety Leadership Walkarounds

To continue to nurture the strong patient safety culture at WCHN, the Executive Leadership Group endorsed the establishment of Patient Safety Leadership Walkarounds program in 2015.

The program provides opportunity for the network’s leaders to meet with staff in a specific unit/area to discuss safety and quality topics such as teamwork and communication, barriers and strategies to the delivery of culturally appropriate care, risks to patients and staff, and innovative solutions to all these issues. This interaction allows staff to share their safety concerns directly, as well as creating a forum to promote an awareness of patient safety. It is also an opportunity for senior managers to demonstrate their commitment to the organisation’s strategic goals and values by hearing concerns and removing the barriers to safe care. The program aims to identify issues that can be addressed locally and also explored organisationally, with the goal of improving practice and sharing innovation across the organisation. Central to the success of Walkarounds is a collaborative open approach. Visits are intended to be helpful opportunities to share ideas and provide immediate feedback without taking responsibility away from line managers to be successful.

Where possible, a consumer representative attends the scheduled Walkarounds to provide a voice for consumers during the discussions with staff. At completion of the staff discussion, the senior leader, together with the consumer representative, aim to speak to consumers from the area visited to gain their feedback on their experience in the service. The questions that consumers are asked are designed to promote positive feedback as well as enabling them to suggest improvement.

New Mental Health Support - Over The Phone

People with mental health issues – as well as their carers, family and friends – will soon be able to access a unique after-hours telephone help line. Adelaide’s first Lived Experience Telephone Support Service (LETSS) will broaden mental health support in two key ways:

The trained support staff answering the calls will have a personal lived experience of recovery and managing challenges to their mental health. They will draw on this experience of recovery in their support and understanding of the caller’s unique experience.

The service will be specifically after hours, operating from 5pm to 11.30pm, 365 days a year.

The service will be provided by Links to Wellbeing and funded by Adelaide PHN.

Delivering Person and Family-Centered Care

During a brief power outage at the Women’s and Children’s Hospital in early July, our staff mobilised to continue to deliver on their commitment to person and family-centred care. In that moment, our staff never lost sight of the importance of person and family-centred care, exceeding expectations by our patients, consumers and families to ensure excellence in communication, compassion and empathy.

This included:

The team worked quickly and efficiently in finding and booking new surgery dates for the children and women we had to reschedule due to the power failure. This makes a real difference to the families to go home with a date so they can make plans and don’t have to wait anxiously for a phone call as many of them have waited a long time for the surgery. We managed to book all the surgery within the month of July – which was great work by the team, re-organising the theatre lists.

In one family, the father had brought his daughter in for surgery as mum was home with three other siblings. He had just got a job in Sydney and had to fly back on the Friday and he was unable to get any other time off work so we organised his daughter surgery to happen the next day so it didn’t impact upon his family and his work commitments.

The families were explained exactly what the problem was and that our focus was on providing safe care. We then offered all children and families sandwiches and drinks in the day surgery area before they went home.

We organised for a woman requiring an elective LSCS to have her surgery as soon as the it was safe to do – her surgery went ahead at 4.30pm once the all clear was received.

At all times the theatre staff were on standby for emergency cases that clinically could not wait.

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During the afternoon when it was unclear of when the power issue was going to be fixed, staff willingly volunteered to stay back and complete the elective surgeries if we had decided to proceed. As it happened, the confirmation of the power source was going to be too late to safely commence elective surgeries so it was determined to reschedule the surgeries.

Jackie, the mother of a nine year old girl in the Emergency Department, experienced the blackout but commented that staff were exceptional in telling patients and their families what was happening, providing assurance that patient safety was not compromised and supporting Jackie andher daughter in the cubicle with care. Excellence in care did not waiver.

Allan says that the spirit of partnering with consumers is measured by how effective we do in crisis or when we are under pressure. The four pillars of the PFCC Charter (treatment with dignity and respect, sharing decisions, effective communication and kindness) were fully realised during this moment, evidenced by the behaviours, attitude and skills of our staff.

No patient was harmed as a result of the quick acting staff and, as a result, seven staff have been nominated for the July PFCC Awards.

What is an ED or CEO Communique? ED (Executive Director) and CEO (Chief Executive Officer) communiques are direct emails to staff, volunteers and consumer representaties on new items, events, alerts, expressions of interst, updates or input from exuecitve. During an average week there can be about two to five ED or CEO communiques. Communiques are an effective way to comunciation widely to the WCHN workfoce and targeted stakeholdres. Most consumer and community related information that goes into a communique comes from the Executive Director Corporate Services (Phil) who consults with Allan to write the information. Some of our commuiniques are shaped by our consumers and carers, for instance the communique for Refugee week was co-written with consumers from our WCHN Culturla Roundtable.

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Lana attended the first SAHMRI Health Mothers and Babies Reference Committee on 2 July, which will see six consumer representatives oversee this key research project.

Zane started as our social work student as part of the Consumer and Community Engagement team.

Melissa and Allan joined members of Strategic Executive on 4 July. At this meeting, Allan and Melissa spoke about the work that the WCHN is part of regarding a Cochrane review into health consumer and community engagement.

ON 4 July, the Cultural Roundtable gathered.

An orientation session was held at Yarrow Place on 4 July to welcome our new consumer representatives to the team. The Youth Women's Safety and Wellbeing Division held an orientation afternoon tea for their new Consumer Representatives who will now partner with them on two committees. YWSWD Safety and Quality Committee and YWSWD Consumer Advisory Committee have recently seen changes to their terms of reference to support consumer representation. Lily joins the YWSWD Safety and Quality Committee and will weave her skills gained as chair of the Person and Family-Centred Care Committee into the fabric of safety and quality decision-making. Brooke and Kyriae join the YWSWD Consumer Advisory Committee, in which they will support local and network based initiatives to strengthen the voice of the consumer in decision-making. The YWSWD Consumer Advisory Committee completes the WCHN Consumer Governance Structure. Envisaged in the strategy that each community division is represented in the structure, like a fine dinner-set, our governance structure now has all-network reaching approach. Well done to the team of YWSWD, particularly Jane Haley for bringing this enrichment to fruition.

The Consumer Coffee Club and Listening Post process was reviewed through a self-assessment and members with Allan co-designed a new script to ensure a consistent communication approach when contacting patients for comment.

Zane and Allan met with the Senior Play Therpist to discuss a roll out of new 3D Viewfinders to support explaining Know Your Rights information. In March 2018 the Cultural Roundtable (n=23), Youth Advisory Group (n=21) with the support of the Kids Klub (n=62) reviewed the Know Your Rights Procedure for the WCHN. There were 105 consumers directly involved in the know your rights think-tank and review. This process allowed the groups to review consumer feedback data that is gathered through the “Consumer Feedback on Experience process”. Alongside of this, data from our Aboriginal Consumers and Community on how they receive information on their healthcare rights. The groups were given access to the last 12 months of consumer feedback information and directly asked consumers on Basecamp about their experience with the healthcare rights. 105 Consumers reviewed the data from March 2017 – March 2018 that included interviews with 1094 patients (272 under the age of 17 years and 822 over the age of 18 years). Out of the respondents 733 received information on their healthcare rights whilst as a patient of a community or hospital site and 172 felt that they did not receive information on their healthcare rights and 198 skipped the question. From the 733 who indicated yes, 91.99% said that their healthcare rights were always or most of the time upheld with 28 indicated that their healthcare rights were compromised at some point in their treatment. When we filtered this to community vs hospital sites, 98% of the community patients indicated that their healthcare rights were always or most of the time upheld compared with 92% for hospital wards. Women who identified as coming from an Aboriginal, new arrival or English as a second language background (n=553) indicated strongly above 98% that their healthcare rights were always or most of the time upheld. As part of the recommendations from the report, the YAG created a 3D Viewfinder tool to raise awareness of healthcare rights in the acute and high-traffic setting. 100 x Viewfinders rolled out across the Hospital in July, promoting the colouring book and teen card.

LAST 30 DAYS

Orientation for new consumers in YWSWD

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Youth Advisory Group met on 9 July and conducted two 15 Step Safety and Quality Audits of Child Protection Waiting Room and Zone F Foyer.

Allan trained surgical services clinicians in shared decision-making tools, including the promotion of T.U.N.E.

YAG members completed an application form to seek out funding for the 2019 Youth Health Conference, whilst securing partnerships with Port Power Community Limited and KidSAFE SA to co-deliver the conference workshops.

Tara and Penny attended the WCHN Major Capital Program Committee on 11 July.

Throughout the month, divisional safety and quality meetings unfolded across the network with committees including CaFHS, CAMHS, Surgical Services and YWSWS involving consumer representatives.

Debbie attended the Communication for Safety Committee.

As part of Allan’s work on the Consumer Health Forum Youth Health Conference Steering Committee, he attended another meeting on 11 July. Allan was able to provide feedback from the YAG to committee about the theme for the conference.

Kids Klub was attended by 50 kids on 12 July, with children providing input into the design of a TUNE Poster for clinicians and “what does privacy look like in healthcare” consultation. Children used interactive white boards and arts, to come up with drawings to train staff about the privacy from the children’s perspective.

66 consumer and carer representatives joined the Director, Consumer and Community Engagement at the Winter Networking Event on 12 July.

A full week of NAIDOC events and Aboriginal storytelling wrapped up with a community expo on Friday 13 July. The intent of the expo was to provide information to our Aboriginal community about services that are available to them and to invite them to participate in a consumer survey about their experiences of partnerships.

Lily attended her first planning session as the new chair of the Consumer and Community Partnering Committee with the CEO, Phil and Allan.

On Friday 13 July, Lily also participated in planning session for person and family-centred care week.

On 11 July, Tanya with all the other chairs of the new Women’s and Children’s Hospital taskforce met for a planning meeting. Tanya joined senior executive, CEO and the Chair of the Taskforce in this very special planning session.

On 17 and 19 July the Consumer and Community Reference Group and Aboroginal Reference Group held their inaugural meetings.

Seven Scouts from the Para Hills Scouts Unit joined the team at the hospital to provide their input into privacy and what that looks like for the healthcare network, whilst experiencing a tour of the hospital.

On 20 July, a community expo was held to support defence force families. The aim was to provide newly settled families information on our CaFHS and WCH services.

The Youth Volunteer Framework project advisory group met to look at the first draft of the framework.

Reanna and Allan attended a workshop in SA Health look at look at a draft improvement strategy for way-finding signage.

35families made a connection through the roving and consumer coffee club. The Consumer Coffee Club held on 26 July provided a great exchange for discussion on healthcare rights.

Penny, Darren, Lily and Lana participated in interviews on the strengths and improvements relating to consumer and community engagement. The project is part of a Clinical Leads Initiative, that support staff in leadership or future leadership roles to advance their skill set by understanding a certain element of healthcare provision. Keryn from Safety and Quality decided to look at consumer and community engagement.

16 Volunteers and Consumer Representatives attended the Trauma Informed Care Training workshop.

On 30 July, the fourth Community Workforce Orientation session was held with two new consumer representatives attending.

21 discussion topics went live on WCHN Basecamp.

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Congratulations to Samantha, our Person and Family-Centred Care Award winner for June

Samantha Munro – Social Worker, Women’s Health Port Adelaide

A key pillar of person and family-centred care is to treat consumers and their family with dignity and respect. This fosters trust with the consumer and assists to help them solve their problems.

Samantha received high praise for the outstanding support she provided. A consumer commented, “Sam pushed me out of my comfort zone and did not accept ‘I am fine’ or ‘all is good’ as answers. She allowed me to embrace my vulnerabilities and her tireless work and commitment to my recovery allowed me to regain control of my life again.”

Samantha’s persistence and professionalism gave the consumer the strength and confidence to manage their circumstance.

Congratulations Samantha! You are a well deserving Monthly Winner!

June nominations for the Persona nd Family-Cenred Care Award

Name Department

Caterina Keelan Torrens House

Sally Thomson Torrens House

Mark Francis Neurology

Nick Smith Neurology

Rebecca Greenslade Neurology

Neurology Team Neurology

Dr Aimee Wiltshire Obstetrics and Gynaecology

Joanna Pugliese Paediatric Outpatients

Brad Allen Torrens House

Jenny Johnstone Torrens House

Parent Helpline Staff Parent Helpline

Sophie Whitehead Kate Hill Ward

Rachel Pavia Kate Hill Ward

Paediatric Outpatients Staff Paediatric Outpatients

Jodie-Ann Hochuli Disability and Complex Care

James Lynch Paediatric Outpatients

Samantha Munro Women's Health Service

WCH Staff Women's and Children's Hospital

Person and Family-Centred Care Award