Counties Manukau District Health – Disability Support Advisory Committee Agenda

Counties Manukau District Health Board Disability Support Advisory Committee Meeting Agenda Wednesday, 18th June 2014 at 3.30pm – 4.30pm, Manukau Board Room, Lambie Drive Time Item Page No

3.30pm 1. Welcome

3.30pm – 3.40pm 2. Governance 2.1 Attendance & Apologies 2.2 Disclosure of Interests/Specific Interests 2.3 Acronyms 2.4 Confirmation of Previous Minutes (21 May 2014) 2.5 Action Items Register

1 2-5 6 7-9 10-11

3.40pm – 4.00pm

3. Presentation 3.1 Wayfinding Update – Jenny Pooley, Project

Manager

12-23

4.00pm – 4.10pm

4.10pm – 4.25pm 4.25pm – 4.30pm

4. Discussion Papers 4.1 Thesis paper summary on how disability advisors

operate in DHBs – Ezekiel Robson 4.2 Be.Accessible MSC Proposal – Martin Chadwick 4.3 Health Passport Update – Martin Chadwick

(to come) 24-34 35

Next Meeting: Wednesday 16th July 2014, Lambie Drive

1

BOARD MEMBER ATTENDANCE SCHEDULE 2014 – DiSAC

Name

Jan 26 Feb 26 Mar 16 Apr 21 May 18 June 16 July 20 Aug 24 Sept 22 Oct 26 Nov 17 Dec

Lee Mathias

No

Mee

ting

Colleen Brown (Chair)

Sandra Alofivae

X

David Collings

X * X

George Ngatai

Dianne Glenn

Reece Autagavaia

X

Mr Sefita Hao’uli

X

Ms Wendy Bremner

Mr Ezekiel Robson

X

* Attended part meeting only

2

BOARD MEMBERS’ DISCLOSURE OF INTERESTS

18th June 2014 Member Disclosure of Interest

Dr Lee Mathias • MD Lee Mathias Limited

• Trustee, Lee Mathias Family Trust • Trustee, Awamoana Family Trust • Chair Health Promotion Agency • Deputy Chair Auckland District Health Board • Director, Pictor Limited • Director, iAC Limited • Advisory Chair, Company of Women Limited • Director, John Seabrook Holdings Limited • Chairman, Unitec

Sandra Alofivae

• Chair of the Auckland South Community Response Forum (MSD appointment)

• MSD Member, Auckland Social Policy Forum, Auckland Council

• Member, Fonua Ola Board • Appointed to the Ministerial Forum on Alcohol

Advertising & Sponsorship • Board member Pacifica Futures

David Collings

• Chair, Howick Local Board of Auckland Council • Member Auckland Council Southern Initiative

Colleen Brown • Chair Parent and Family Resource Centre Board (Auckland Metropolitan Area)

• Member of Advisory Committee for Disability Programme Manukau Institute of Technology

• Member NZ Down Syndrome Association • Husband, Determination Referee for Department of

Building and Housing • Chair, Early Childhood Education Taskforce for

COMET • Member, Manurewa Advisory Group • Member, Child Advocacy Group – Manukau • MSD Member, Auckland Social Policy Forum,

Auckland Council • Deputy Chair, Auckland City Council Disability

Strategic Advisory Group • Chair ECE Implementation Team Auckland South • Chair 11Much Trust

3

George Ngatai • Arthritis NZ – Kaiwhakahaere • Chair Safer Aotearoa Family Violence Prevention

Network • Director Transitioning Out Aotearoa • Director BDO Marketing • Board member Manurewa Marae

Dianne Glenn • Member – NZ Institute of Directors • Member – District Licensing Committee of Auckland

Council • Life Member – Business and Professional Women

Franklin • President – National Council of Women

Papakura/Franklin Branch • Member – UN Women Aotearoa/NZ • Vice President – Friends of Auckland Botanic Gardens

and Member of the Friends Trust • Member – Friends of Regional Parks • Life Member – Ambury Park Centre for Riding

Therapy Inc. • CMDHB Representative - Franklin Health

Forum/Franklin Locality Clinical Partnership

Reece Autagavaia • Member, Pacific Lawyers’ Association • Member, Labour Party • Member, Auckland Council Pacific Peoples Advisory

Panel • Board Member, United Otara Market

Sefita Hao’uli

• Trustee Te Papapa Pre-school Trust Board • Deputy Chair: Anau Ako Pasifika Inc. (Pacific ECE

provider) • Member Tufungalea Tonga Inc. (Promoting and

Growing Lea Tonga) • Member Tonga Business Association & Tonga

Business Council Advisory roles: • Counties Manukau District Health Board • Toko Suicide Prevention Project (Ministry of Health) • Tala Pasifika (NZ Heart Foundation Pacific Tobacco

Control) • (On short-list for the Pacific Advisory Board, Auckland

Council) • Primary ITO & MBIE: Ola e Fonua Project. Consultant: • Government of Tonga: Manage RSE scheme in NZ • Alliance Health: Community Engagement &

Communication Advice.

4

• Ministry of Business Innovation and Employment: Policy Advice and Leadership Training

• Pacific Perspectives/Auckland University: Health research projects

• NZ Heart Foundation (Tala): Communication Strategy and Advice.

• NZ Translation Centre: Translates government and health provider documents.

• Mana Trust: Advice on health literacy collaboration between Maori and Pacific providers.

• Member Pacific Advisory Panel of the Auckland Council.

Ezekiel Robson • Auckland Council Disability Strategic Advisory Group • Department of Internal Affairs Community

Organisation Grants Scheme Papakura/Franklin Local Distribution Committee

• Be.Institute/Be.Accessible ‘Be.Leadership 2011’ Alumni

Wendy Bremner • CEO Age Concern Counties Manukau Inc

• Member of Auckland Social Policy Forum • Member of Health Promotion Advisory Group (7 Age

Concerns funded by MOH)

5

DISABILITY SUPPORT ADVISORY MEMBERS’ REGISTER OF DISCLOSURE OF SPECIFIC INTERESTS Specific disclosures (to be regarded as having a specific interest in the following transactions) as at 18th June 2014 Director having interest Interest in Particulars of interest Disclosure date Board Action

6

Glossary

ACC Accident Compensation Commission ADU Assessment and Diagnostic Unit ARDS Auckland Regional Dental Service BT Business Transformation CADS Community Alcohol, Drug and Addictions Service CAMHS Child, Adolescent Mental Health Service CNM Charge Nurse Manager CT Computerised Tomography CW&F Child, Women and Family service DNA Did not attend ESPI Elective Services Performance Indicators FSA First Specialist Assessment (outpatients) FTE Full Time Equivalent ICU Intensive Care Unit iFOBT Immuno Faecal Occult Blood Test MHSG Mental Health service group MoH Ministry of Health MTD Month To Date MOSS Medical Officer Special Scale OHBC Oral health business case ORL Otorhinolaryngology (ear, nose, and throat) PACU Post-operative Acute Care Unit PHO Primary Health Organisation PoC Point of Care SCBU Special care baby unit SMO Senior Medical Officer SSU Sterile Services Unit TLA Territorial Locality Areas WIES Weighted Inlier Equivalent Separations YTD Year To Date

7

Minutes of the meeting of the Counties Manukau Health

Disability Support Advisory Group Wednesday 21 May 2014

held at Counties Manukau Health Boardroom, 19 Lambie Drive, Manukau

commencing 3.50pm

COMMITTEE MEMBERS PRESENT: Dr Lee Mathias (Board Chair) Ms Colleen Brown (Committee Chair) Mr George Ngatai Ms Dianne Glen Ms Wendy Bremner Mr Ezekiel Robson Mr Sefita Hao’uli Mr Apulu Reece Autagavaia Ms Sandra Alofivae

ALSO PRESENT: Mr Geraint Martin (Chief Executive) Mr Martin Chadwick (Director Allied Health) Ms Karyn Sangster (Chief Nursing Advisor Primary & Integrated Care)

APOLOGIES: Apologies were received and accepted from Mr David Collings. WELCOME The Committee Chair welcomed those present. 2.2 DISCLOSURE OF INTERESTS The Committee noted Apulu Reece Autagavaia is now a Board Member of the United Otara Flea Market. 2.2 SPECIFIC INTERESTS There were no specific interests to note with regard to the agenda for this meeting. 2.3 ACRONYMS The acronym list was noted. 2.4 CONFIRMATION OF PREVIOUS MINUTES Confirmation of the Minutes of the Counties Manukau Health Disability Support Advisory Committee meeting held 16 April 2014 (agenda pages 7-9). Resolution (Moved Ms Colleen Brown/Seconded Dr Lee Mathias)

8

That the minutes of the Counties Manukau Health Disability Support Advisory Committee meeting held 16 April 2014 be approved. Carried 2.5 ACTION ITEMS REGISTER Resolution (Moved Ms Colleen Brown/Seconded Dr Lee Mathias) That the Action Items Register of the Counties Manukau Disability Support Advisory Committee be received (agenda pages 10-12). Carried 3. UPDATES 3.1 Health Literacy Mr Alan Kuyper, Programme Manager, Strategic PMO and Dr Siniva Sinclair, Public Health Physician provided a powerpoint presentation (agenda pages 13-26). A copy of the presentation is available on the CMDHB website. Why health literacy? 55% of Counties population do not have the minimum level of literacy to cope with the complex demands of everyday life. There is increased expectation of patients and their Whaanau to take more responsibility for the management of their health. Health literacy should not depend on the skills of the individual patient and Whaanau alone, it is an organisation value that should be considered core business. The Committee asked for an updated presentation on health literacy in six months’ time. (Ms Wendy Bremner left 4.15pm) The Chair thanked the presenters for their informative presentation. 4. DISCUSSION PAPERS 4.1 Definitions and Meanings about Disability Ms Colleen Brown took the Committee through this Discussion Paper and presentation (agenda pages 27-36). A copy of the presentation is available on the CMDHB website. It is not the disabilities themselves that create the challenge to policy creation, it is the manner in which the impact of those disabilities on society in general are constructed which is the issue – how we think about disability. Disability is about categorising of people by those in positions of influence and the taking up of such meanings by the wider society. It is also about regulating the entry of people once they are labelled into society and imposing on them conditions of acceptance and continuity of service. (Mr George Ngatai & Dr Lee Mathias left 4.31pm) 4.2 Disability Support Stocktake Mr Martin Chadwick took the Committee through this update (agenda page 37). The Committee asked that Ms Samantha Dalwood (Waitemata DHB Disability Strategy Coordinator) is invited to attend the next DiSAC meeting to talk about her role at WDHB.

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It was agreed that Ms Colleen Brown and Mr Ezekiel Robson would undertake to obtain copies of their Auckland Council disability coordinator job descriptions. Mr Ezekiel Robson to provide the Committee with a summary of a thesis paper written by a previous Disability Advisor from a South Island DHB on how disability advisors operated. Resolution That the Recommendations in the Disability Support Stocktake paper are noted. Carried 4.3 Be.Accessible Update Resolution (Moved Ms Dianne Glenn/Seconded Ms Colleen Brown) That this paper be held over for the next DiSAC meeting which would include a firm proposal from Be.Accessible. Carried 4.4 Other Business Mr Ezekiel Robson to write to Mr Benedict Hefford in relation to his CPHAC Director’s Report and seek a written report back to the next DiSAC meeting. The Chair thanked those present for their participation in the meeting. Apulu Reece Autagavaia closed the meeting with a prayer. The meeting concluded at 4.45pm. Signed as a correct record of a meeting of Counties Manukau Health‘s Disability Support Advisory Committee meeting held 21 May 2014. Chair Ms Colleen Brown Date

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Disability Support Advisory Group Meeting Summary of Action Items as at 18th June 2014

DATE ITEM ADDED

ITEM DETAIL RESPONSIBILITY (GM/ADVISORY COMMITTEE)

COMMENTS/ UPDATES

WHEN COMPLETE

Aug 2011 Policies That policies need to be sent for

review to DiSAC before implementation of policy and the Committee to receive a brief analysis to be put in papers for following meeting.

Mr Chadwick Ongoing

November 2012 Wayfinding Further update on Wayfinding Mr Chadwick/Ms Janet Kamau May/June

February 2012 Stroke Guidelines Information on the CMDHB stroke unit rehabilitation project

Mr Chadwick (Dana Ralph-Smith)

June

February 2012 Dignified Patient Handling Further update in June including info on staff training

Mr Chadwick (Denise Kivell) July

March 2012 Whaanau ora How does Whaanau Ora work to meet the needs of the disability communities and health of older people

Mr Chadwick June

16 April 2014 Wayfinding Mr Ezekiel and Mr Martin to do a walk through of the hospital to see how the new wayfinding signage works/feels.

Mr Ezekiel Robson/Mr Martin

Underway

16 April 2014 Health Passports Approach some patient groups (3 -4) about trialling the health passport (stroke/residential homes). Contact Advanced Care directorate in relation to the health passport. Email the HDC to inquire if they have more resources, seek feedback about the usability of the passport and whether it is available in other

Mr Martin/Mr Chadwick

Mr Chadwick

Mr Chadwick

June June June

11

DATE ITEM ADDED

ITEM DETAIL RESPONSIBILITY (GM/ADVISORY COMMITTEE)

COMMENTS/ UPDATES

WHEN COMPLETE

languages.

16 April 2014 People with disabilities over 65yrs

Contact GM ARHoP to understand if there is a clear process for people to follow who have not been assessed or are cared for at home with minimal support etc.

Mr Martin

TBC

16 April 2014 Attendance at Meetings Board secretary to send out a letter to local community bodies notifying dates for future CPHAC/DiSAC meetings so people get in the habit of attending these meetings.

Lyn Butler

TBC

21 May 2014 Health Literacy Email latest Health Literacy newsletter to DiSAC members. Updated presentation on health literacy.

Dinah Nicholas

Mr Martin

June November

21 May 2014 Disability Support Update Samantha Dalwood, WDHB Disability Strategy Coordinator is invited to talk about her role at WDHB. Obtain copies of the Auckland Council disability coordinator job descriptions.

Mr Chadwick

Ms Brown/Mr Robson

June/July TBC

21 May 2014 Disability Advisors Summary of a thesis paper written by a previous DHB disability advisor on how disability advisors operated.

Mr Ezekiel Robson

TBC

21 May 2014 CPHAC Director’s Report Mr Robson to seek a written report from Mr Hefford in relation to items from his 21 May CPHAC Director’s Report.

Mr Ezekiel Robson

TBC

21 May 2014 Be.Accessible Update 21 May paper be held over to next meeting and to include a firm proposal from Be.Accessible.

Mr Martin Chadwick

June

Status Report

CMH

Way finding

012

Introduction

The Way Finding Project has complete the following: External Packages

- Building names

- Car parks

- Key entry points

- Internal Packages

- Signage

- Directory Boards

- Rainbow

- Patient Letters and maps

013

Signage Packages

The Way finding group recommended the following:

•Signs identifying “Middlemore Hospital” in the grounds entrance

•Label Galbraith Building entrance as Station Entrance

•Label the main reception appropriately

•Identify all main buildings externally and internally

•Number all the car parks

014

Signage Packages

015

Internal Package

General: There were several way finding hotspot destinations where signage was inconsistent with overload of visual communication.

Recommendations: •Develop information hubs in lobbies

•Have service specific signage for the hot spots (Radiology)

•Identify buildings by use of portals internally

•Reintroduce the Rainbow Corridor as the main spine of the hospital (Galbraith to Colvin Building)

016

Internal Package

017

Building Names General: Some buildings were un-named and there were no internal or

external queues to advise one had left or entered another building.

Recommendations: • Name all the un-named buildings on site (naming ceremony for

the honourees and their families held on 21 Feb 2014)

• Label buildings internally and externally

• Identify buildings by use of portals internally

018

Building Names

019

Rainbow Corridor

General: Staff provided feedback that the Rainbow Corridor was an icon to the Middlemore site as well as the community at large. The Rainbow reassures patients and visitors that they are on the right track. The new Rainbow is rejuvenated with new designs and cultural motifs representing the Counties Manukau demographic.

Recommendations:

•Have a new Rainbow back gracing the walls of the hospital and use it as a key guide in way finding.

020

Rainbow Corridor

021

Appointment Letter

General: Reached a conclusion that improved information prior to visit is likely to improve timely visits to appointments.

Recommendations: •Redevelopment of the outpatient letter template

Progress: • Update of all the new building names on the appointment letters,

Review and update of the new campus maps sent to patients for way finding.

• Proposed appointment letter template to be piloted with General Medicine (Cath Lab).

022

Where to from here Business case submitted for remaining requirements including:

– Satellite sites – Completion of Main Entrance – completion of internal signage at Middlemore – Electronic Kiosks and Messaging Boards

023

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Counties Manukau Health Be.Accessible

Recommendations It is recommended that the Committee: • Note the proposal submitted. • Discuss a recommendation to go to Board as to whether this proposal be endorsed and

funded or be deferred at this time. Prepared and submitted by: Martin Chadwick, Director Allied Health Background At the DiSAC meeting on the 26th March, a presentation was received by the committee on the scope and purpose of Be Accessible as an organisation seeking to assist organisations to be more accessible to the disability community. As Counties Manukau Health has a stated goal of being the best healthcare organisation in Australasia by 2015, it has raised the issue of whether we are reaching for this aspiration with the disability community. While CHM is a large and complex organisation with many sites, it has raised the question of whether the organisation could be assessed against this criteria. Be.Accessible has been engaged to submit a proposal on having the Manakau Super Clinic assessed as a proof of concept for this approach. The proposal is attached for discussion with DiSAC, and to inform any recommendation to the Board as to whether this proposal should be progressed or not, as well as noting the associated cost of $3,599.00 (+GST) and how this should be funded.

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Summary of Findings

HEALTH EXCELLENCE FRAMEWORK (HEF) - DEVELOPMENT AREA TIMELINE

Identified Questions from Self Assessment showing

Opportunities for improvement Key Themes from Gap analysis Key Activities Underway Executive

Sponsor Lead Ledger

1.0 Strategy HEF Criteria: 1.0 Strategy and Planning • Establish Whole of System Strategy Board. Geraint

Martin Margie Apa

• Publish Strategic Direction (10 Year) Geraint Martin

Margie Apa

The appropriate people have input or involvement in the planning process.

• Each team plans differently. • Agree strategic priorities and assumptions. Geraint Martin

Margie Apa

• Strategy performance monitoring (2 monthly). Margie Apa

Marianne Scott

The resources required for the completion of planned activities are taken into account in planning.

• The wrong people are making planning assumptions without the appropriate knowledge or know-how. • Master planning principles are threatened by reactive strategies. • There needs to be a closer involvement from the workforce development team

• Performance communications Margie Apa

Marianne Scott

1.2 Planning There is a robust process for business planning used consistently through the organisation.

• There is no robust process used through the organisation. • Each Division does its own internal planning well, but there needs to be more shared planning- considerable overlap.

• Planning cycle review (for improvement of next cycle). Margie

Apa Marianne

Scott

• Implement revised planning processes. Margie

Apa Marianne

Scott Performance against plans is tracked and reviewed on a regular basis.

• There is very little relationship between strategic planning and divisional planning. • Monthly reporting and DHSAs an organisation government plans / priorities are tracked, reviewed and reported. However, other plans not as much

• Clarify and communicate performance accountabilities. Margie

Apa Marianne

Scott

The plans and initiatives are effectively communicated to employees.

• This has improved considerably in recent months but there is still a disconnect between the strategic planners and the operational teams. • It is quite a challenge to 'translate' a 5 year service plan in to something meaningful for staff; there is no support to assist the process which is critical for engaging staff.

• Plan publication and communications. Margie

Apa Marianne

Scott

People are held accountable for achieving their plan objectives and targets.

• Plans are reviewed and reported on. • All teams have KPI, objectives and produce monthly reports. So people are accountable to produce. • It's a management view, based on results scorecard rather than system performance

• Performance monitoring Margie

Apa Marianne

Scott

HEF Criteria: 2.0 Measure, Analysis and Knowledge Management

2.1 Performance Framework The information collected includes comparative data with other appropriate organisations.

• There is comparative data from the Health Roundtable and some from the MOH • Develop and implement System Level Measures (SLM) Jonathon Gray

Mataroria Lyndon

The information is analysed and presented in a relevant format to assist decision making.

• There are base data warehouses with large data stored on systems. How well it’s shared? • Poor access, poor analysis and interpretation of data. • We report on results but not on system performance that drives decision making.

• Review (for improvement/alignment of next cycle) Margie Apa

Marianne Scott

The information is available when required in an accurate and timely manner.

• Data is poorly presented that drives decisions. • It is very hard to obtain data reports that are timely and accurate.

• Develop logic linking strategic objectives and priorities. Margie Apa

Marianne Scott

Knowledge is effectively managed and shared around the organisation.

• Data is poorly used to inform decisions. • Unreliability in how data is captured. • Information does not filter down easily from the top. • The dots need to be linked better

• Performance monitoring Margie Apa

Marianne Scott

2.2 Enabling Technologies

• Localities development and data sharing – joint database.

Campbell Brebner

Lisa Gestro

Identified Questions from Self Assessment showing Opportunities for improvement

Key Themes from Gap analysis Key Activities Underway Executive Sponsor

Lead Ledger

26

• Business Intelligence System - data warehousing. Jonathon

Gray Haidee Davis

HEF Criteria: 3.0 Employees

3.1 Performance management appraisal There is an effective performance management/appraisal process for all employees.

• The pilot of new PFM framework is more complicated, not user friendly, • No system in place to monitor who has had a PFA, no HR target or review they are completed. • PFM is not aligned to Credentialing / APC. • Not all GMs aware of Framework? • There is not yet one system that is universal - each Division uses its own

• Draft Performance management framework in development

Margie Apa

Janne Boot

3.2 Recognition and reward practices Compensation, recognition and related reward/incentive practices reinforce high performance.

• There is no way individual performance can be recognised. I have been here 5 years and seen no signs of that changing. • It is very difficult to recognise individual performance that is above and beyond the norm

• (No current activity assigned) TBC TBC

3.3 Training needs and organisational alignment Training needs are clearly defined and designed to meet the current and future needs of employees and the organisation.

• No mandatory training identified e.g. cultural, No expectations documented, not tied to PF. • This is done well through the professional groups but could involve management and planning teams more.

• Review of organisational educational and training service.

Jonathon

Gray Kim

Wiseman

3.4 Workplace health and safety and staff wellbeing

Workplace health and safety is addressed and preventative and lagging measures are monitored effectively.

• The organisation - and SAC Division - has a robust H&S process. For example, policies and procedures, elected H&S reps in each area, reporting monthly in incidents and issues, an on line incident reporting system and H&S is a fixed agenda item on for all CMDHB team meetings.

• Workplace safety monitoring system review. Margie

Apa Janne Boot

• Workplace safety monitoring change implementation. Margie

Apa Janne Boot

The key factors that affect employees’ well-being, satisfaction and engagement are addressed and monitored regularly.

• The staff survey is completed annually. The last one was 2012. No plans stating how feedback will be enacted on?

• Employee wellbeing and satisfaction review. Margie

Apa Janne Boot

• Employee wellbeing system change implementation Margie

Apa Janne Boot

HEF Criteria: 4.0 Patient and Community We know to what degree our patients are satisfied with our services.

• No evidence has been seen of electronic system. • Development and implementation of a whole of system electronic patient survey.

Jenni Coles Salin Reji

We have a range of ways to obtain information and feedback from past, present and future patients and community.

• We have a range of methods that exist in the current system by which the community can communicate with the organisation.

• Focus group planned (Not scoped). TBC TBC

4.2 Two way communication

Patients and the Community can easily communicate with us and obtain information

• No evidence has been seen of electronic portal. • A community portal is being developed (On Hold) Jenni Coles Salin Reji

HEF Criteria: 5.0 Process

5.1 Obtain information from patient as to requirements.

There are processes in place to obtain information from patients as to their requirements.

• Implementation of patient consumer Incidents are not closed off the system.

TBC TBC

5.2 Measures to monitor process performance

There are specific measures to monitor process performance on a regular basis.

• Monthly reporting to DHS. There are a number of different scorecards and various measurement processes, but there needs to be more consistency across the organisation.

• Develop and implement System Level Measures (SLM)

Jonathon Gray

Mataroria Lyndon

5.3 Key support processes clearly identified

Identified Questions from Self Assessment showing Opportunities for improvement

Key Themes from Gap analysis Key Activities Underway Executive Sponsor

Lead Ledger

27

Key support processes are clearly identified and their key requirements documented and understood, for example, Finance, HR, Communication, IT.

• There is greater financial transparency, new processes for HR and better communications, but still room for improvement. • IT needs may be understood and processes put in place, but progress from healthAlliance is slow.

TBC TBC

5.4 Performance expectations for partners and Suppliers

Performance expectations have been clearly defined for key partners and suppliers.

• We are still waiting to get confirmation of the system level measures we are still waiting to get confirmation of the system level measures

• Develop and implement System Level Measures (SLM) TBC TBC

5.5 Identify and address improvement opportunities

There is a structured process for identifying and addressing improvement opportunities.

• There have been improvement courses through Ko Awatea and project help from SPMO,but there is now confusion as to who does what

TBC TBC

Ledger Key

Work completed Work Started Work not started

Manukau Super Clinic

028

Dear Martin, Thank you for taking a big step towards contributing to a 100% accessible New Zealand. With 1 in 5 New Zealanders currently living with a disability, and the aging baby boomer generation fast becoming the super consumer of this century, your commitment to accessibility is an extremely important part of creating a fully accessible world for everyone. By making this commitment you are tapping into one of the fastest growing customer groups right now – the access customer. You are also positioning your organisation as a key influencer by contributing to how we collectively shape a new conversation and view of the world that puts accessibility at the forefront of our lives. Simply by making the decision to go on this journey, you are Be.ing the Change! Inside this proposal pack, you will find:

1. An introduction to Be. Accessible 2. An overview of the Be. Welcome Accessibility Journey 3. A tailored proposal for your own Accessibility Journey

I do hope that you find the information contained within this pack informative and compelling to help you begin a journey towards accessibility for all people. Kind Regards, Megan Barclay Be. Welcome Programme Director

029

About Be. Accessible Imagine a world where every community is truly accessible and therefore every human being has the opportunity to fulfill their true potential. That is what Be. Accessible has set out to create. At Be. we believe that true accessibility is only possible when the physical, social and personal aspects of life are addressed together. We aim to achieve this goal through our three integrated programmes:

1. Be. Welcome: A holistic business assessment programme that ensures all personal, social and physical environments are accessible and enable all people to find out, enjoy and share in all that our country has to offer.

2. Be. Accessible Campaign: A social change campaign that inspires all New Zealanders to think differently about access. We use our campaign programme to profile the innovation and improvements of our Be. Businesses.

3. Be. Leadership: A programme that builds individual and collective

leadership capacity across New Zealand in the context of access, creating capacity right through businesses and environments that enables all people to be responded to in the way we all deserve.

Through engaging in one or all of these programmes, you can be part of creating a New Zealand which is the best place in the world to Be. And.... grow better business through accessibility... At Be. we talk about the possibility that exists for you, your business and for this country in the access citizen, access customer, the access economy, and accessible innovation!

030

Introducing the Access Customer The access customer is the world’s largest untapped market; they make up at least 20% of our population. Did you know…..?

1 in 5 of us lives with a disability

All children have unique learning styles

50% of us over the age of 65 years have at least one impairment

Parents with push chairs have many of the same access needs as a person in a wheelchair.

Research indicates that the baby boomer generation is the high value consumer of this century. With high spending power, time to travel and experience new things, but with growing access needs, this group is active, engaged and savvy.

An access customer may be:

Baby boomers * or an older person;

Someone with a hearing or visual impairment;

A person who uses a wheelchair;

A person with a learning impairment; or

A parent out with their child/children; Very often, for this group, accessing society can be a challenge, or even totally exclusive. Without realising it, you could be unintentionally excluding this group and their personal networks… their friends and family…. from accessing your business, your environment, your services and products. And unintentionally excluding this group from knowing they can access your business! The opportunity to become a fully accessible business has never been greater!

031

How can Be. Accessible work with you? We have a network of Be. Coaches located all over New Zealand, who perform Be. Welcome assessments of businesses and visitor destinations, from cafes and retail stores to large service and product suppliers through to tourist destinations and shopping precincts. An accredited Be. Coach will act on Be.’s behalf and take the following actions with you:-

1. Assess the accessibility of all aspects of your organisation, including the following: o Website and other resources in which New Zealanders and

customers find out about you and your services; o All marketing material, communication and information your

customers need to know, and you want them to know; o Navigating to your business or organisation, including signage

and the exterior environment; o Client service delivery and the awareness of access needs and

opportunities provided by two key clinical areas at the Super Clinic;

o The physical space where you operate your services and the environments where your customers and suppliers experience you.

2. Provide you with a comprehensive report that is broken down into the accessible aspects that you do well, and the areas for recommendation; prioritised as short, medium and long term recommendations.

3. Meet with you to review the report and guide you on your

accessible journey to provide better experiences for your customers and future customers.

4. We will then award you an accessibility rating ranging from Just Starting through to Platinum. Receiving a Gold, Silver, Bronze or Just Starting rating provides you with an indication as to where you are in your accessibility journey, as well as giving you something to aspire to. We will send you a Be. Welcome Sticker for your entranceway to showcase your commitment to access to your customers and passersby.

032

5. Be. will publish your Be. Welcome assessment information on our Be. Accessible website so that:

a. Access customers will know that they can come and experience your services;

b. Access customers will be able to plan their ideal experience of what you have to offer through the access information provided;

c. New Zealanders will know that you are a business/organisation that takes accessibility seriously and wants to include all members of society;

6. We will also provide up to 15 key members of your team with an Accessibility Awareness workshop (Be. Confident) of up to two hours to build a sustainable approach to accessibility into your induction and training development programmes.

Investing in Accessibility

Investment

Be. Welcome Programme:

- Be. Coach to perform assessment of the Super Clinic in Manukau.

- Assessment of Super Clinic website, ,

communications and any customer service correspondence relating to the Super Clinic services and customer services (selected clinical services x 2)

- Interviews with 3 key members of staff including

the following: Contact Centre team leader, reception lead, 2 x clinical area leads.

- Detailed report including recommendations and a

development plan.

- An accessibility rating and full profile in the Be. Accessible’s online directory.

$3,599.00 Plus GST

033

- A customer focused accessibility workshop at your workplace for up to 15 of your staff. Enabling the sustainability to built into the ongoing delivery of accessibility development plans. Participants to be defined post assessment

The opportunities are endless...

Know that you are providing the most accessible experience for your clients and for the 900,000 New Zealanders with access needs;

Know that you are providing information on your accessibility to a growing target group;

Build greater loyalty and value across your own client base including their families, friends and networks;

Discover new opportunities to support the growing baby boomer community experiencing more age related impairments;

Enable your staff to provide greater service to all;

Contribute to a better society for all by becoming 100% inclusive.

Finally, the Be. Team would love to work with you to help you to achieve your organisational objectives as well as enabling greater accessibility for all and contributing to a significant social change across New Zealand. Because after all why would you want to cut off 20% of the market from accessing your business and services? If you need any further information, please do not hesitate to contact us on 0800 Be In Touch (0800 234 868) or 09 309 8966. Be. Accessible would like to thank the Independent Living Service Auckland, the Royal New Zealand Foundation of the Blind, IHC New Zealand, Squiz New Zealand, Deaf Aotearoa, Literacy New Zealand and many other national providers across New Zealand for their contributions and value feedback on our Be. Welcome Programme.

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Counties Manukau Health Health Passport Update

Recommendation It is recommended that the Committee note the progress to date in working with groups of interest in rolling out the Health Passport Prepared and submitted by: Martin Chadwick, Director Allied Health 1. Purpose

The purpose of this paper is to update DiSAC on the progress in engaging with groups of interest to trial rolling out the Health Passport.

2. Background

At the April DiSAC direction was given to identify communities of interest who would be willing to partner in rolling out the Health Passport. This issue has been raised by the Franklin Health Forum and the potential for confusion with this document and the Advanced Care plan. They have however voiced a desire to be a part of any trial and so this will be progressed. Feedback has also been sought from other DHBs that have implemented the Health Passport. Northland have advised that they have distributed 1600 Health Passports to date and have included an evaluation form with each. To date they have received 8 back. Nationally feedback has been sought from providers but very few service users. The review from Northland has shown good awareness of staff, but as noted difficulty in ascertaining feedback from consumers. There is not certainty as to whether they will continue to distribute. A meeting is binge established to investigate the potential for roll-out within the Franklin Health Forum.