compliments and feedback - kyhealth.org.au · web viewcongratulations to alisha van der munnick...
TRANSCRIPT
June 2018Volume 2
YOUR EXPERIENCE MATTERS
INSPIRE CHANGE – Consumer ‘Experience’ translated into healthcare improvements
A story shared by a community member in early 2018 highlighted an area relating to the provision of information and the need for more awareness relating to use and disclosure of information.
Another story shared in May highlighted a number of areas where the expectations of the patient and family were not met resulting in a worrying time for them and a feeling of isolation with inadequate information and communication.
These two stories involved different Departments and staff and in each instance, key staff came together to reflect on the stories, analyse and develop action plans for change or improvement.
One plan is almost complete with the development and trialling of a privacy information checklist to guide staff in their conversations relating to disclosure. This story has been provided to all staff in the relevant Department and all have been involved in the implementation of change.
The second plan has been developed and will be implemented with achievable short-term changes including communication, education. There are also plans for longer term improvements involving re-design of physical spaces and workforce. The story will be shared with staff in their regular meetings.
EDUCATE – The Consumer ‘Experience’ creates an education moment for staff
The story shared by a community member provided an opportunity to educate staff about privacy, information and the 13 Australian Privacy Principles (APPs). It was also an opportunity for staff to reflect on their understanding and the understanding of the community on appropriate information sharing and the best way to manage requests for information. The development of a checklist for reference was also completed in consultation with staff.
Information on the 13 APP’s can be obtained at Australian Privacy Principles
REINFORCE PUTTING PEOPLE FIRST - Recognition of a caregiver
_____________________________________________________________Our Values Empathy Wellbeing
Community
Gathering, understanding & using healthcare stories toINSPIRE, EDUCATE & REINFORCE
Putting People First.
June 2018Volume 2
In our second story – a very recent one – the patient and family member, although worried and concerned while waiting in UCC, were also able to reflect on their experience and provide positive feedback on their experience. (April 2018)
“Alisha came to see me - she was compassionate and kind showing care, compassion and concern. She made me more comfortable. We felt she went over and above what was expected and we were very grateful for that.
Congratulations to Alisha van der Munnick (Registered Nurse) for showing empathy and providing compassionate person- centred care.
This story also highlighted an opportunity to remain aware and re-focus on the importance of people knowing who is caring for them through the simple statement “Hello, my name is………”
“We didn’t know who the other nurses were as they didn’t give their names. The
only other person”
Improving the Consumer Experience – Aged Care
You may have seen the recent item on WIN News regarding the new beds in Sheridan and the impact they have made on the daily experiences and comfort of the residents .
If you missed it, you’ll find the video on our Facebook page with another video of residents sharing their thoughts on the care provided by the Sheridan staff. This video was part of the International Nurses Day celebrations..
Compliments and FeedbackCompliments and thanks are often received for all Departments and recently include:
“I cannot fault the treatment in any way, it was just perfect”
“Thanks to all the wonderful nurses”
_____________________________________________________________Our Values Empathy Wellbeing
Community
June 2018Volume 2
“I would like to acknowledge the outstanding care given by staff in your UCC “
“Great staff, kind and friendly”
Spreading the Word:Patient Engagement In May, Kyabram District Health Service was invited to present our success and achievements in CARE discussions and our Patient Experience program.
The presentation was part of the annual Victorian Quality Healthcare Association (VHQA) annual conference and was well attended by representatives from hospitals throughout the State.
Our innovative model has generated much interest from other organisations with requests for information and resources.
We have also been invited to present at a poster display at the Institute for Healthcare Improvement, International Forum in Melbourne in September following successful submission of an Abstract on our program.
This is a great way to showcase consumer experience, engagement with the health service and the value we place on working with our consumers and community to drive service improvement.
DHHS Application
A submission has recently been forwarded to apply for the 2018 Victorian Public Healthcare Award for KDHS in the Medium Premier’s Health Service of the Year category.
CONTINUING MY LIFE’S JOURNEY – MY WAY – the resident experience
Our “Continuing My life’s journey My way” project is continuing to provide our residents with greater choice and increased opportunity in independence and decision making. This is reflected in the new meal service by accommodating resident’s preferences whilst providing a pleasurable and social dining experience with a community focus for socialisation – it’s a happy environment with residents, families and staff enjoying time together with much conversation and laughter.
Photos of residents at staff enjoying their meal with the new Burlodge meal system:
_____________________________________________________________Our Values Empathy Wellbeing
Community
We want to hear your storyContact the Quality, Experience & Safety Unit on Ph: 5857 0258 or E: [email protected]
June 2018Volume 2
_____________________________________________________________Our Values Empathy Wellbeing
Community
Listening to your feedbackApril - June 2018
What you told us What we did
_____________________________________________________________Our Values Empathy Wellbeing
Community
Communication confusing for enquiries at Reception
Information to guide the best choices for healthcare options
Need for improved and safer environment for residents
Developed and implemented clear guidelines for staff to determine patient
and privacy information access
Choose Well, Feel Better – giving the community the knowledge and resources to make the right decision about which healthcare option to go to when they’ve
got a health concern.
Installed 30 new beds supported by community, group donations and funding – state of the art beds providing safer, more comfortable care for residents
If you are interested in working with us as a consumer representative or would like further information, please contact 58570258 or email [email protected]
YOU SAID, WE DID