Annual Consumer and Community Representative Survey Volunteer Guide Team turn three Ryder triumphs thanks to WCH May 2019 Consumer and Community Engagement Dashboard

WELCOME Welcome to the June edition of the Consumer Memo and it is safe to say, I think I have

settled back into the role. After eight beautiful months away learning how to be father

and being shaped by my daugther Willow, I return as your Director of Consumer and

Community Engagement.

The past eight months have been life changing. Not only was my daughter born, but

two fathers were also born. I am not the first to be a father, but I am for the first time

and navigating the healthcare system with an infant brings about a whole new

appreciation for the role of the WCHN health consumer.

In May, I spent a majority of my time catching up on all your great work partnering with

consumers. Matthew Sanderson coordinated an impressive amount of work especially

preparing for accreditation that will happen in October. I never feared that the “roof

would cave in” because we have a robust, intelligent and resilient consumer

engagement system. You should all be very proud of the work you have continued to

do and the professionalism that continues to grow around the way WCHN partners with

consumers and carers.

For the second part of the year, I look forward to working with you to bring to life a

number of key quality improvement projects including a simplified shared decision

making booklet, developing Aboriginal engagement documents to support Aboriginal

consumer engagement and preparing for accreditation. One of the exciting

developments has been the reinvigoration of the WCHN Consumer Governance

Structure, in which the Person and Family Centred Care Committee takes a lead in

consumer partnerships operations and the establishement of a new sub-committee

consumer and community engagement for the board. When the organisation says

“nothing about consumers, without consumers” there is no better representation of this

than the renewed WCHN Consumer Governance Structure.

Between June and August 2019 there will be a significant consultation period to finalise

the WCHN Consumer and Community Engagement Strategy 2019–2024 and the

WCHN Consumer Framework. These critical and seminal documents will pave a way

forward for an even further matured and sophisticated approach to consumer

engagement. In September, we will launch both documents during Person and Family

Centred Care Week.

If I have not done so yet, and you are keen, there is always a pot of tea or a posh

coffee waiting to be shared with you. Come on down to the consumer lounge and lets

catch up on the amazing work that has happened.

Allan Ball | Director Consumer and Community Engagement

Issue 44 - June 2019

NOTICEBOARD

Consumer and Community Partnering Committee

Twelve of our members gathered for the second meeting for the 2019 calendar year and participated in three break out consultations and endorsed a new reporting structure. The CCPC meeting provided members an opportunity to endorse the final drafts of the WCHN Consumer and Community Engagement Strategy 2019-2024 and WCHN Consumer Framework. In addition to the draft documents, they provided guidance on the consultation strategy with key stakeholders including our staff over the month of June and July. Both documents are critical governance tools to strengthen our culture of partnerships and build confidence in our person and family centered care agenda. A new structure was introduced for the CCPC where we used a digital communication tool, menitmeter and world cafe style conversations to provide feedback on the WCHN Consumer Complaints Procedure. The new approach was introduced to respect the multiple learning styles of members and to enrich the decisions made by the group. Phil provided an update on the WCHN Board including the new sub-committee of the board which will focus on the Consumer and Community Engagement. Allan, who was welcomed back after eight months parental leave, updated the committee on the results of the annual consumer and carer representative survey and provided the 2015-2018 Consumer Evaluation Documents. We also said farewell to our Governing Council member, Melissa Cadzow who has served on the CCPC since the beginning of the group in September 2018. Melissa has played a critical role in shaping the governance of the committee and strengthening the consumer voice. Thank you for your dedication and passion Melissa. Thank you for all that you have taught us.

CaFHS Consumer Advisory Committee

Six of the members from the Child and Family Health Services (CaFHS) Consumer Advisory Committee met on the 6 May and provided consultation feedback for the new CaFHS Referral Unit. The members provided useful feedback on how the new unit would look by looking at consumer feedback data. The group also endorsed to create a version of the Youth Advisory Group 15 Step Challenge to conduct an audit over the next 12 months of a diverse range of CaFHS sites. The audit will provide feedback on how CaFHS sites promote partnerships through consumer feedback, how accessible health information is provided to consumers and how comfortable the spaces are to welcome all types of consumers.

Health Literacy Committee

A renewed focus and invigoration can best describe the Health Literacy Group today which is now chaired by the Advanced Nurse Consultant - Clinical Practice Development and a Consumer Representative. At the meeting on 6 May we said goodbye and thank you to our first and inaugural consumer Chair, Heidi, who set up the organisation for health literacy success with developing the brochures procedure. We are currently recruiting for a new consumer Chair. The Advanced Nurse Consultant - Clinical Practice Development, Susan Dyer comes with a wealth of experience and strategic leadership in Person and Family Centred Care. The meeting which takes carriage for health literacy principles and actions from the Australian National Safety and Quality Commission has a member from every division in the Health Network. At the meeting the group discussed;

The gap analysis required to understand what is working well and what could be better for Consumer Learning Principles in the Network.

How to distill key messages from the organisational shared decision making booklet into a two page document for the organisation. The group nominated members to work on a eight week quality improvement project led by the Director Consumer and Community Engagement.

Compliance measures to ensure that the organisation is being health literate and these will be added to the local procedure on developing brochures and health information.

What does the National Safety and Quality Health Services Standards say on Health Literacy?

Health literacy plays an important role in facilitating communication and enabling effective partnerships with consumers. For partnerships to work, everyone involved needs to be able to give, receive, interpret and act on information such as treatment options and plans. There are three actions that the organiastion is reviwed against known as Actions 2.8, 2.9 and 2.10. They say: Action 2.8: The health service organisation uses communication mechanisms that are tailored to the diversity of the consumers who use its services and, where relevant, the diversity of the local community Action 2.9: Where information for patients, carers, families and consumers about health and health services is developed internally, the organisation involves consumers in its development and review. Action 2.10 The health service organisation supports clinicians to communicate with patients, carers, families and consumers about health and health care so that:

1. Information is provided in a way that meets the needs of patients, carers, families and consumers

2. Information provided is easy to understand and use.

3. The clinical needs of patients are addressed while they are in the health service organisation

4. Information needs for ongoing care are provided on discharge

Kids Klub

Another great Kids Klub was held on 16 April 2019, with around 30 students from Mark Oliphant College attending to help us learn about communicating with young people about medication safety. The children were able to learn about medication safety and the hospital also.

Students were sought through our partnership with the Children’s University Australia, Youth Advisory Group members were on hand as co-facilitators and Roma Mitchell High School students joined us as assistant volunteers. Thanks to everyone that helped make this come together.

Sophie Sennar WCHN’s Medication Safety Consultant, facilitated sessions with the children on the Safe Use of Medicines. Discussions were had around:

• What is medicine? • Different people that might talk to you about medicines. • Why people take medicines and what they do to our

bodies. • What to do if you have any Medication Allergies. • How do we ensure we are safe when taking medicines

o At home o In hospital?

The discussions followed a ‘What Should You Do?’ activity where students were asked about some different scenarios on the use of medicines. The kids we all very engaged and eager to answer questions and share their experiences with medicines.

The session ended with the children participating in an activity to design a poster for the hospital on what medication safety means to them. The children’s artwork and messages will be an important resource for WCHN to communicate safety messages to children on medications. Watch out for their artwork on display in the Pharmacy area in coming months.

All the students enjoyed a tour of the hospital and scavenger hunt to familiarise themselves with the hospital environment and give feedback on what was and was not child friendly.

The Children’s University staff commended us on an outstanding session and look forward to the next Kids Klub.

Annual Consumer and Community Representative Survey

Throughout May we asked our Consumers and Community Representatives to let us know their thoughts on their engagement in the last 12 months. The Annual survey is part of the WCHN Partnering with Consumers Audit Schedule 2018–2020. The 25 question survey provides an opportunity to hear directly from those who have been partnering with us on committees, project groups and delivering training and education. This is the third annual survey, introducted in 2017, we have heard from 112 consumer representatives and have completed 15 quality improvements based on the feedback including; rich media to be added to the WCH website to promote shared decision making, a one-stop orientation manual, creation of business cards to support networking and a consumer uniform. This year we had 45 consumers comment, one more than in 2018, and a report will be created for the Consumer and Community Partnering Committee this month.

New tools to support even greater engagement

You told us that to enable you to be an awesome representative you needed access to a computer in the Consumer Lounge. The access will support reviewing minutes, agendas, preparing work for projects and being able to print reimbursement forms. On 16 May the new Consumer Digital hot-desk went live. See Allan Ball for login details next time you are in the Lounge.

Volunteer Guide Team turns three

On Thursday 9 May 2019 the Women’s and Children’s Hospital Volunteer Guide Team celebrated its third birthday.

Since being launched in 2016, the Guide Team has made an amazing difference to the way consumers and visitors experience the hospital.

Feedback continues to be outstandingly positive and it’s hard to imagine hospital life without the guides.

It can be a highly stressful and daunting experience for families and carers to enter the complex hospital environment.

Despite great signage and efforts to be welcoming under such conditions, there is nothing like a friendly face to greet you.

The Volunteer Guide Team was co-designed with our consumers and staff, after our consumers told us that we could make things easier if we had a dedicated workforce to assist them to navigate the hospital and demystify their experience.

The aim was to not only transform the consumer experience but also expand the opportunities for our volunteers to make a positive difference.

The volunteers have found their role extremely rewarding over the last three years, having assisted, directed and guided 101,356 consumers, staff and visitors.

Well done and happy birthday Guide Team!

Choice and Medication© website

SA Health recognises the importance of partnering with consumers in decisions about medications, and has subscribed to a Choice and Medication© website resource for clinicians (and staff), to help consumers make informed choices about psychotropic medicines used to treat mental illnesses.

The Choice and Medication© website is an up-to-date, informative and easy to navigate web portal, licensed to SA Health for use by SA Health clinicians, staff and health consumers, which provides consumer friendly resources on mental illness medicines and related topics.

Consumer information leaflets are available in a range of languages, font sizes, language proficiency and literacy levels, encouraging the active involvement of consumers in their own care, and to facilitate shared-decision making.

The licensed SA Health portal to the Choice and Medication© resources is available via the:

SA Health Library Service (SALUS) website at https://salus.sa.gov.au/SAPharmacy Mental health for health professionals webpage on the SA Health website Choice and Medication© website at https://www.choiceandmedication.org/SAHEALTH

Feedback on your experience with the Choice and Medication© website is welcomed and may be emailed to healthocp@sa.gov.au.

Ryder triumphs thanks to WCH

Little Ryder Hoang is all smiles now, thanks to the diligent efforts of staff at the Women’s and Children’s Hospital. But things didn’t always look so rosy for the bubbly six month old.

Shortly after birth, Ryder (pictured right, with Mum Trac) was diagnosed with a rare condition known as hyperinsulinism, in which the pancreas makes too much insulin, resulting in persistent, dangerous low blood sugar levels. The condition affects about one in 50,000 newborns, and can cause a range of complications, including brain damage.

The collaborative work of specialist teams at the WCH meant Ryder was diagnosed early and received surgery which has cured him of the condition. Ryder’s story was recently featured on ABC online.

Choosing Wisely

Sharon and Mimona will be attending the Choosing Wisely National meeting on Thursday 30 May, with thanks to the Health Services Charitable Gifts Board for funding. Two consumer representatives are waking early to catch the red-eye to Melbourne with staff. The conference is being facilitated by Craig Reucassel, speaker, writer and comedian best known for his work on the ABC’s TV program War on Waste and with ‘The Chaser’. The keynote speaker is Professor Trish Greenhalgh, Professor of Primary Care Health Sciences and Fellow of Green Templeton College at the University of Oxford. Profession Greenhalgh will present on “The Challenges of spread and scale up: implementation science, complexity science and social science”. Other topics on the program include Sustaining the Choosing Wisely Movement and Engagement and Activation. We’re expecting a few laughs, lots of learning, ideas and a deeper understanding of Choosing Wisely as well as cementing relationships and good memories. Stay tuned for an update. We are very happy to start the Choosing Wisely journey as we mean to continue – alongside our consumers and look forward to comparing notes on the conference to identify the best way forward here at the WCHN.

If you want more information on Choosing Wisely we have set up a page on the WCH Intranet site.

A day in May

Every week there is a diverse range of consultation and organisational partnership activities occuring between our WCHN consumers and carers and staff. Below is a decription of a detailed day on 16 May.

Quality Improvement Lead Training Program

Over the next two days Lana will be participating in a Quality Improvement Training program as part of a 12 month program in her role as Consumer Representative for WCHN. Our committment to training and development extends across a continuum from online modules to sponsorship. The sponsorship for this 12 month program has occurred through SAHMRI. We are all thinking of you today Lana.

Consumer training

Members of the consumer coffee club joined the Director Consumer and Community Engagement to complete the Child Safe Environment Training. All of our consumers have access to the online training via this link. https://digitalmedia.sahealth.sa.gov.au/ To access the Child Safe Environments Training the code is qp8br2.

New computer goes live

You told us that to enable you to be an awesome representative you needed access to a computer in the Consumer Lounge. The access would support reviewing minutes, agendas, preparing work for projects and being able to print reimbursement forms. Today the new Consumer Digital hot-desk went live. See Allan Ball for login details next time you are in the Lounge.

Settlement course

In 2018 the WCHN Cultural Roundtable endorsed the WCHN participation in a three year program with Multicultural Communities Council of South Australia known as Kickstarting Childhood Success. The Consumer and Community Engagement Unit and CaFHS provide 2 x 1.5 hour sessions to migrant and new arrival population groups, to inform them of service provision, healthcare rights and navigating services. The organisation will participate in 24 sessions across 2019 speaking alongside a translator.

Kickstarting Childhood Success is a multicultural information and mentoring project designed to support culturally and linguistically diverse (CALD) women to fully appreciate the value of early childhood services directed at education, health, and family wellbeing.

It supports them in accessing a range of appropriate services based on their family needs. Along with sustained outcomes for children, mothers will be supported to make positive choices in their family life in a safe, child-focused framework.

The pilot project worked with two groups of mothers, one group from a Middle Eastern background, and one from a Korean background. Knowing that CALD women have a wider range of needs (e.g. employment barrier, English, DV, education), the opportunity to address some of these and refer around them were built into the program.

Participant outcomes from this project included;

Meet and develop relationships with peers from within their community in a safe space. Gain understanding of the learning, health, and development opportunities for their children through WCHN

services Build knowledge and trust of these early childhood systems that will increase their confidence and engagement

with them. Opportunity to provide direct input how these services may work better with their communities. A greater understanding of some of the contemporary issues around raising children in Australia Understanding Healthcare Rights

The Director Consumer and Community Engagement met with the team to understand how the the first three sessions have unfolded, review the messages the WCHN provide to the community and plan for the iteration of sessions. So far, over 60 participants from Manderin, Acrabic and Hindu backgrounds have participated in the sessions. The next sessions will occur in June/July. Shared Decision Making Review

Members from the Health Literacy Committee met to review the WCHN Shared Decision Making Booklet. A recommendation was received by the Health Literacy Committee to look at a simplified version of the booklet that has been available to the community for the past two years. The 1.5 hour workshop included a discussion on the utility of the booklet, how vulnerable communities can better access the information and a plan to develop a two-page easy guide based on the core document. YAG-X: Consultation with the Commissioner for Children and Young People

Fifteen members from the Youth Advisory Group met with the Commissioner for Children and Young People as part of a statewide focus on understanding how well being is defined by SA children and youth. The one hour workshop that was run like a world-cafe, allowed members to rotate through different topics on wellbeing, empowering them to choose where they would have greatest impact. Their feedback will shape a statewide wellbeing strategy.

Some highlights from the past 30 days

So much happens every day in the Network, we have captured a few of the highlights from the past 30 days. For a full wrap of events and real-time engagement join WCHN Basecamp.

Lily attended the Challenging Behaviours Committee. Lana attended the Quality Improvement Lead Training Program as part of her role on the Women’s and

Children’s Community Board in SAHMRI. Consumer on Medication Safety Committee. Safety and Quality committees continue to meet with their consumers including the four hour workshop that

included Lily on 9 May with YWSWD. BPSO Celebration included consumer storytelling; and consumers sharing their stories. WCHN Consumers attended a Primary Healthcare Standards Workshops with the Health Consumers Alliance

SA. Development of educational slides for all clinical and corporate staff on shraed decision making, healthcare

rights and consent. Youth Advisory Group supported a consultation with the Child and Youth Commissioner. One of our consumer representatives participated in an educational panel with the Robinson Research Institute. Tanya participated in a review and analysis of the WCHN Consumer Letterbox data.

“Kindness was measured by the technican taking the time to explain

what was going to happen to my son when he needed an ultrasound.

Thank you ” (Mother, 35yo)

MAY 2019

17

2

2

72,782 (overall visits) 1418 visited Community Engagement Page

4 0

25

25

100

50

40

135

27

1

11

125

2

7

100

 WHAT’S HAPPENING

  

CAPACITY DEVELOPMENT

THE DETAILS FOR WHO

What is Standard 2: Partnering

with Consumers

(reimbursed)

10am – 12pm.

Room 202, WCH Campus

Workshop with Director Consumer and

Community Engagement. Unsolving the

mystery of what is Stanard 2.

RSVP to Allan.

All Consumer and Carer

Reprsentatives.

Grand Rounds

(not reimbursed)

12:30 to 1:30

Queen Victoria Lecture Theatre is

temporarily closed)

12 June

Manging Asthma in pregnancy and its

impact on child allergy and cardivacscular

development.

19 June

Health Development Adelaide

26 June

Ms McLeod Research Seminar

All Consumer and Carer

Representatives

CONSUMER VACANCIES

MONTH EVENTS BASECAMP

New vacancies click here

New vacancies are on the

website

Event schedule for June click here

A number of documents

have been going up on

Basecamp for consultation.

The insight and knowledge

of consumers is amazing

and very important.

Keep watching and keep

having you say!

BASECAMP CONSULTATIONS

2019 – 2024 Consumer Engagement Strategy Draft

BOOK CLUB

Peace Framework

OTHER INFORMATION If you would like to participate in weekly surveying, please contact Allan Ball for further details.

Person and Family-Centred Care Award

Congratulations to March and April 2019 monthly winners Kirstie Morgan, Neurodevelopmental Physiotherapy

About March’s Monthly Winner A key pillar of person and family centred care is to

communicate information clearly and openly with the

consumer. Clearly outlining a problem and the possible

solutions gives the consumer confidence and a clear

direction.

Kirstie’s feedback from a consumer detailed how she

helped this family navigate through a confusing time

where she has consistently helped them emotionally

and provided support.

The consumer wrote, “My son had a complex picture

and despite seeing a range of practitioners we had very

little insight into why he was non-verbal and had other

significant developmental issues. Kirstie’s instincts were

spot on and due to the actions she took our son’s future

is so much brighter, allowing for early interventions we

otherwise may not have sought for him so soon.”

Clear and positive consumer engagement ensures we continuously work in partnership with our consumers;

supporting and promoting empowerment and shaping excellence in care.

Congratulations Kirstie! A very well deserved monthly Winner.

March nominations for the Person and Family-Centred Care Award Name Department Jing Wan Medical Short Stay Ward Kirstie Morgan Neurodevelopment Physiotherapy Anne Marie Miller Torrens House Tracey Wilkins Torrens House Dr Nicholas Smith Neurology & Clinical Neurophysiology Rebecca Ponte CaFHS Salisbury Delivery and Postnatal Staff Delivery and Postnatal Paediatric Orthopaedics Staff Paediatric Orthopaedics Newland Ward Staff Newland Ward Eileen Beare Newland Ward Play Therapist Melissa Kitto Midwifery Group Practice Tina Dunks CaFHS Salisbury Brad Allen Torrens House Cheryl Bryars Torrens House Torrens House Staff Torrens House Caterina Keelan Torrens House Wendy Turner Torrens House Sally Thomson Torrens House Daina Rudaks Pediatrician Melissa Smith CaFHS Cowandilla QV Operating Suite Staff QV Operating Suite

Usha Ritchie, Deputy Director Pharmacy

About April’s Monthly Winner A key pillar of person and family centred care is to actively

involve consumers in decision making. Engaging consumers

in change leads to an effective improvement in service.

Usha’s feedback detailed how the Pharmacy Department is

engaging consumers to genuinely improve the service they

provide and the experience to consumers.

The consumer wrote, “Usha has been working very hard to

engage with consumers and she has been the driving force

for change. I congratulate her dedication and effort!”

Consumers appreciate their input being included with service

improvement and gives the process the best possible

outcome.

Congratulations Usha! A very well deserved monthly Winner.

April nominations for the Person and Family-Centred Care Award Name Department Andrea Bruggemann Midwifery Group Practice Emily Hooper Paediatric Emergency Kirralee Mumford Paediatric Emergency Lia Stepan Surgical Services Linda Brennan Parent help Line Lisa Bock Family Home Visiting Program Madeline Smith CaFHS Cowandilla Michelle Shute CaFHS Seaford Paige Barker Women's Assessment Pharmacy Department All Staff Susan Lewis Midwifery Group Practice Sylvia O'Connor Surgical Services Usha Ritchie Pharmacy