wchn consumer and community newsletter – …...21 september: grand round (12noon–1:30pm queen...
TRANSCRIPT
Consumer and Community Engagement Unit Update
1.
Issue 17 – September 2016
Consumer & Community Newsletter
Community Engagement Unit
It has been 12 months since the launch of the Consumer and
Community Engagement Strategy and Responsiveness Plan
2015-2018. Over the past 12 months there has been an
incredible growth and maturity in our consumer and
community engagement journey, with genuine partnerships
being formed.
It is therefore fitting that we mark this anniversary with a new
milestone ‒ Person and Family Centred Care Week. From
19 – 23 September our Network will celebrate the fantastic
collaborations that occur throughout the care continuum.
This is a wonderful opportunity to reflect and take stock of
what we have achieved. The work that is happening in each division of the Network
to inform and empower consumers is well documented.
When we partner with our consumers we strengthen our ability to achieve positive
health outcomes and the way we define those outcomes. Consumers will often
measure outcomes in a different way from clinicians. Clinical measures of efficiency
and success may not always equate to a successful treatment or health care
experience for a consumer.
Our collective goal is for positive health outcomes and this is best achieved through
informing, consulting, engaging, empowering and partnering.
We can:
Inform to convey facts to consumers.
Consult by listening and gathering information on views and via two-way
information exchange.
Engage through detailed discussions on significant or complex issues.
Empower and partner by enabling consumers and the community to manage
processes and be influential in decision-making.
It is my honour and privilege to be a support for staff and a conduit for consumers of
this Network as we collectively develop a creative, appropriate and ultimately a
Person and Family Centred Care approach to consumer and community
engagement.
Happy Person and Family Centred Care Week.
Allan J Ball
Manager, Consumer and Community Engagement
Consumer opportunities in September
Join Basecamp and be part of our consultation team
Join Basecamp by emailing Allan with “sign me up” in the
subject line. Full details, including the code of conduct, will be
provided. Basecamp gives you access to latest reports and
literature focusing on consumer and community engagement.
It also is a space to close feedback loops, so you can see
what impact your feedback had.
Expression of Interest ‒ Community of Practice: Children and
Adolescents
Calling for any consumers who have an interest in advancing the statewide health needs
of children and adolescents for a monthly state-wide community of practice.
The community of practice is a high-level group of clinicians, executives and consumers
who provide direction to improve health outcomes.
To express an interest email Allan by 30 September 2016.
A selection process involving the Chief Executive Officer of the Network and Manager,
Consumer and Community Engagement will follow.
Person and Family Centred Care Network – Two Positions
(including 1 position for co-chair)
The Person and Family Centred Care Network Steering Group is responsible for the design,
delivery and monitoring of the Person and Family Centred Care Charter for the Network. The
group reviews, monitors and provides effective oversight of the Women’s and Children’s
Health Network (WCHN) Consumer and Community Engagement Strategy 2015-2018
(CCES 2015-18) and Implementation Plan 2015-2018 (IP 2015-18).
It is made up of WCHN staff members and consumer representatives and is co-chaired by a
consumer and the Executive Director, Corporate Services.
Outcomes for the Consumer Role
Implement and monitor the performance of the WCHN Person and Family Centred Care
Charter;
Review and monitor activities relating to Standard 2;
Participate in task groups to work on quality improvement activities and report this at
subsequent meetings;
Provide operationalisation and strategic functioning of the implementation of the CCES
15-18; and
Plan and manage change processes to ensure delivery of effective outcomes as identified
by the CCES 2015 -18.
Committee Requirements
1. To attend 4 x 2 hour meetings each quarter at the Women’s and Children’s Hospital.
2. To participate in operational projects between meetings, where feasible.
3. To support capacity development of staff annually in September as part of Person and
Family Centred Care.
4. To be a consumer representative with recent or current experience within the Network
and/or represent a community of interest with affiliations with the Women’s and Children’s
Health Network.
Reimbursement provided for all activities.
Co-Chair Role
We are also looking for a consumer representative who would be interested to co-chair this
committee. There will be a handover with our current chair who has performed in the role for
12 months.
The role of the co-chairs is to:
Ensure efficient organisation, functioning and
conduct of the meetings;
Collate and set reports and formulate the
agenda;
Ensure review of the Terms of Reference;
Appoint a proxy in their absence; and
Represent the PFCCNSG at the CCPC
Expressions of interest close 30 September.
Health Literacy Group – Two Positions
The role of the Health Literacy Group is to contribute to the development of the Women’s and
Children’s Health Network becoming a health literate organisation at the following levels:
Improving Individual skills of consumers
Developing health information that is easy to understand and read
Improving communication skills of health workers
Creating a physical environment that is easy to access, navigate and understand
Developing an action plan aligned with Standard 2: Partnering with Consumers from the
Australian Commission on Safety and Quality in Health Care
Committee Requirements
1. To attend 4 x 2 hour meetings each quarter
at the Women’s and Children’s Hospital.
2. To participate in operational projects
between meetings, where feasible relating to
the Health Literacy Framework.
Reimbursement provided for all activities.
Expressions of interest close 30 September.
Save these dates! September 2016
1 Newsletter launched.
5 Consumer and Volunteer Orientation.
8 Poetry Feedback Sessions in the Women’s and Babies
Division. 9:30am – 11am.
19-23
19
Person and Family Centred Care Week.
Passion Projects Information Sessions. 11am–12pm and
2pm– 3pm.
21 Consumer Campfire. A reflection on the first 12 months of the
Consumer and Community Engagement Strategy 2015-2018.
12pm–1:30pm. Queen Victoria Lecture Theatre, WCH
Campus.
Children and Teen Face-Painting on the Wards
9:30am–11:30am.
22
23
29
Person and Family Centred Care Training – Theatre
Presentations.
Sunrise Q and A Panel for Consumers and the Community.
8am – 9am.
All welcome to be in the live studio audience.
Consumer Coffee Club. Café Level 2 of the WCH. Open to all
consumers, carers and family. Between 10am – 11:30am.
What is happening on Basecamp?
E-Journal Club will discuss the document Impact of Public Reporting on Clinical Outcomes:
A Systematic Review and Meta-Analysis.
Direct Consumer Consultation: Introducing a seeing-eye dog friendly toilet and
refreshment facilities to support the Disability Action Plan and developing a Women’s
Outpatients WABS referral form.
To join Basecamp and have you say or join the E-Journal Club email Allan with “sign me
up” in the subject line.
Person and Family Centred Care Network Steering Group
On 23 August the Steering Group met for the third time this year and was chaired by Tessa
our Consumer Representative. The meeting got down to the nuts and bolts of planning for
Person and Family Centred Care Week which will be held from 19 -23 September.
The group received an update about the Volunteer Guide Team, highlighting more than 700
consumers have accessed the service each week since its launch in May. There has been
an influx of consumer feedback through the guides and the Kermode Street e-Kiosk; which is
now being reported directly to the Consumer and Community Partnering Council.
One of the highlights from the meeting was the consensus achieved between all staff,
consumers and community members regarding the development of a Person and Family
Centred Care evaluation survey. The survey, which will be launched on 22 September, will
provide valuable insight into the strength of Person and Family Centred Care in the WCHN
divisions. Designed in partnership with
consumers, the mixed qualitative and
quantitative survey will use the Survey
Monkey platform, with results to be
reviewed by the Consumer and
Community Engagement Unit and
consumer representative. A report will
be tabled showing the state of Person
and Family Centred Care in the Network
including recommendations to
strengthen the depth of this principle.
Person and Family Centred Care Week: 19 – 23 September
Today's health consumer expects high-quality and informed health care. Tomorrow's health
consumer will be empowered to vote with their feet about the ability of a health care service to
deliver this high-quality care.
In 2015 the Women's and Children's Health Network (WCHN) embarked on a state-wide first,
to authentically partner with the community to create Consumer and Community Engagement
Plan. The strategy developed in collaboration with consumers, the Health Consumers Alliance
of South Australia (HCASA), community stakeholders and staff of the Women's and
Children's Health Network.
As a result of over 300 hours of direct consultation with stakeholders including 248 WCHN
staff six principles of engagement were agreed to at a Consensus Conference in April 2015. It
was decided that WCHN would embrace Person and Family Centred Care using four key
elements to define this approach:
Treat consumer and their families with dignity and respect
Communicate information clearly and openly with the consumer
Actively involve consumers in decision making
Be positive and kind.
These four elements are underpinned by an expansive international literature review.
Between November 2015 and March 2016 a two day “lock-in” with members
of the Person and Family Centred Care Network determined what these
four elements should mean with the aim of developing a charter.
The Community Engagement Unit shared the document with consumers via the Register and
Basecamp and staff were invited by Executive Leadership to provide input. On 24 May the
Person and family Centred Care Charter was finalised.
Many of the elements of the charter are evidenced daily across the Network, but for the first
time the charter brings this great practice under one umbrella.
Person and Family Centred Care alongside the five other principles; empathy, access to
information, transparency, diversity and partnership will underpin the new WCHN Strategic
Plan 2017-2027.
On 19–23 September the Network will host its inaugural Person and Family Centred Care
Week.
This week is dedicated to the principle that makes our Network standout from the rest, with a
number of special events being held.
19 September 11am-12noon (Alan Crompton Boardroom): Launch of the Person and
Family Centred Care “Passion Projects” sponsored by the Friends of the WCH Inc.
Two information sessions will be held to inform consumers and staff how they can apply
for grants up to $5000 to deliver new initiatives that promote Person and Family Centred
Care in 2017.
20 September: Consumer Brains Trust Panel with Chief Operations Officer and Three
Consumers from the peak body to review Person and Family Centred Care across the
Organisation, written by our Consumer and Community Partnering Council.
21 September: Grand Round (12noon–1:30pm Queen Victoria Lecture Theatre,
WCH). 12 months of consumer and community engagement and launch of the Person and
Family Centred Care Charter.
22 September Person and Family Centred Care training (1.30pm-3pm and 3.30pm-
5pm; Alan Crompton Board Room). Interactive theatre workshop for staff champions.
23 September Q&A-style panel (8am-9am Alan Crompton Board Room).
Topic: “Person and Family Centred Care – the difference it makes”. Allan Ball will chair a
panel of five consumers who will respond to questions the audience on the topic of what
really makes the difference in care delivery.
The Ground Round is open to everybody (no RSVP required). For all other events please
RSVP to Allan on 8161 6003 or at [email protected] by Monday 12 September.
Divisional Update: Surgical Services
Surgical Services – Working in partnership with consumers
Surgical Services staff work in partnership with consumers to
improve their journey. This is done by actively seeking input from
consumers about their experiences.
Surgical Services has placed feedback “letterboxes” within the
wards for our young consumers and their families to share their
thoughts. Children and families post us letters and drawings. The
letters are reviewed each week by the unit managers and
monitored in the division through safety and quality meetings.
Feedback is positive about the staff, focusing on the care and
support they provide.
The surgical wards have recently supported the fairy face
painter to meet with children on the wards. This has
allowed more sick children to have a fun experience while
they tell the fairy about their hospital journey. There are
now more patients and families able to participate in this
exciting initiative, providing specific comments about the
area and its staff. At this time the feedback is
overwhelmingly positive on how staff communicates and
the quality of care they provide.
Surgical Services also seeks feedback and a clinical
update from consumers through follow-up phone calls for
all day surgery patients and patients discharged using a
criteria led protocol. This feedback is used to inform
service improvements in caring for women in the Queen Victoria Operating Suite and children
in the Paediatric Day Surgery Unit. The feedback from consumers of both services is very
positive about the patient journey and the supports offered.
Surgical wards have commenced a number of projects to develop a better understanding of
the patient experience. This information will be used to improve the service and how it works
in partnership with consumers. A project using the Paediatric International Nursing Study
(PINS) methodology of interview, observation and data analysis will assist in discovering how
nurses work with families in Newland Ward. This PINS project is focused on the effectiveness
of interactions and communication with families and patients. The feedback from consumers
is helping the division to better understand the consumer experience and is being used to
further develop staff communication and the ward environments.
Surgical Services works with consumers to provide effective support through their journey.
Surgical Services has strengthened systems that support families on discharge as this is a
stressful time. A Patient Discharge Information Sheet now complements the nursing
discharge process and supports families on discharge with written information on their
hospital admission, discharge medications, care required following discharge and a follow up
plan. Busy families say this process has helped them when they get home from hospital.
Surgical Services provides a robust support plan around patients with high care needs and/or
complex surgery. Elective patients requiring additional planning or supports are identified prior
to admission through the pre admission health questionnaire and by the Elective Pre
Admission Coordinator (EPAC) role. The EPAC facilitates communication between key
clinical staff, management staff and consumers to ensure plans are in place pre operatively to
support consumers on admission and through to discharge.
The EPAC role has recently worked with a number of families with children diagnosed as
autistic. During this project, a robust system and communication tool were developed to better
support the child, their family and the staff caring for these children with challenging
behaviours. It is flexible and responsive to the individual needs of each child. The consumer
input was central to the success of this project.
Primary case managers are allocated to consumers with complex histories, under multiple
clinical teams, with expected long length of stay, undergoing complex or high risk surgery
and/or requiring complex discharge planning. Case managers are identified for consumers
and staff to ensure smooth and effective communication with consumers and are crucial in
assisting with navigating the service. Case managers use a number of strategies to support
consumers and develop care plans
Nursing staff work in partnership with consumers, including patients and families, in care
planning and clinical handovers. Across Surgical Services, staff use the same format and
tools for handovers and general communications about patients. This consistency reduces
the risk of miscommunicating important information. The Surgical wards use an additional
paediatric-focused handover tool which includes prompts for staff to include and involve the
consumer. The nursing staff complete comprehensive training in conducting clinical
handovers and how to communicate clinical information and concern about their patients.
Observational auditing of bedside handovers and feedback from consumers, through
satisfaction surveys have demonstrated excellent partnership in care with families in Surgical
Services.
Violin virtuoso Eric dazzles surgical wards
Eric Chen, 12, was recently admitted to Campbell
Ward with osteomyelitis (bone infection) in his leg.
He is a dedicated violinist and pianist and had been
taking every opportunity to practise in between his
medical treatment in readiness for the Adelaide
Eisteddfod.
Eric’s virtuosic playing was enjoyed by patients and
families in Campbell Ward, Day Surgery, and
through the wall into Day of Surgery Admissions
(DOSA).
His mum, Mayuko, says he plays better to an
audience, which is why the nursing staff joined him
during his practice sessions.
You Said - We Listened – We Did
Throughout June, July and August, the Network worked with consumers to develop a system
of public promotion of our key posters and documents to ensure that they are easily
accessible. Our feedback from the Fairy Face Painter, poetry sessions and Kermode Street
entrance illuminated the sometimes confusing pathways consumers encounter when trying to
access information.
A consumer brainstorm session was held and a solution to this problem was sought.
The result is the e-Library, which is
now available online, providing 24/7
access to consumers, community and
staff to key Information. The e-Library,
the brainchild of Pepper, one of our
Kids Klub members, provides pdf
versions in a quick and easy
thumbnail display for download to a
smart device.
The consumer brainstorm also
considered sustainability. We are
currently working on a video bank; for
display of video updates from the
CEO or other WCHN videos aimed at
a public audience.
Check it out here.
Disability Action Plan update
In August, the Disability Action Plan was launched and
can be found in our e-Library. The Consumer and
Community Engagement Unit has played a very active
role in shaping the plan through face-to-face and online
consultations and with a consumer representative on the
implementation panel.
There are four actions Consumer and Community
Engagement Unit is responsible for the following:
1.5 ‒ Information is published/ available regarding
accessibility of WCHN buildings, services, parking and
facilities for people with disability.
1.6 ‒ Consumers with complex needs and frequent,
multiple appointments are supported with scheduling.
3.1 ‒ WCHN will provide the opportunity for people with
disability to make complaints and compliments.
3.2 ‒ Enhance opportunities for people with a disability to play an active role in decision
making through best practice community engagement and participation processes.
In relation to 1.5, some actions to address this include:
May 2016 ‒ Introduction of a Guide Team in the Kermode Street Foyer to support
appropriate way finding for all visitors. Volunteers have been trained in disability
awareness and help to reduce barriers, such as literacy skills, to navigating the Hospital
campus.
Coming to the Women's and Children's Hospital - Information for patients and families
booklet will assist consumers to identify accessibility of WCH buildings, parking and
facilities.
Youth Guide to Places and Spaces has been designed for children and
young people to understand areas in WCH. It has been written by the
YAG which has strong representation by people living with a disability.
Research Matters
In August, 51 members of the community attended four focus groups on the future of
research for the Network. Kids, teens and caregivers all provided valuable insight to
Professor Moira Clay, who is leading the review.
Ideas coming from the group were varied but there were a number of common themes and
trends. Ideas for improving access to research and to have buy-in to how research decisions
are made were discussed by a broad age group from children as young through to parents.
Some of the novel ideas were:
To employ consumers to write the plain language summaries.
For consumers to work with graphic design to develop infographics.
To make videos for other children and teens to know what particular research is about and
what it means for kids and teens.
Research tours with high schools, where classes are brought into the hospital to learn
about the places and spaces and know what type of research is occuring and what will
result from it. (The Youth Advisory Group members could be the tour guides.)
YAG could run polls using the iPads and ask kids and teens on the wards to vote about
research priority areas or use giant jars to use buttons like they do at grilled burger bar to
do consultations.
Making better use of social media.
Using a voting app on Basecamp on what research could be undertaken, and
disseminating these results on Basecamp.
Establishing a research consumer advisory committee as part of the Consumer
Governance Structure.
Some of the comments to come from the focus groups were:
“The Network needed to have a “big question” poll where children and their parents can
choose what questions the hospital or community sites should investigate.”
“A young inventors or young scientists group (could) be established where children are
routinely asked to comment on research studies, priorities or aims.”
“The Hospital should be considered a classroom, where there are rules for everyone to
participate in making sick children better…”
“I don’t know much about working as a researcher but I would like to know what has
happened so I can see if it makes sense.”
“Children could tell adults how children these days like to be spoken too and what they can
do to make children feel ok to take blood tests, like I did when I was doing (a study).”
One of the children argued that children could be “big people helpers”, have jobs like a school
to help doing the research. On this note, I encourage all the big and little people out there who
are interested in learning more about the final recommendations report from the Gateway
Review to contact Allan Ball to be included on a mailing list of updates.
Consumer Feedback and Improvement Group (CFIG)
On August 12, the Citizen Jury convened for the fifth time with a presentation from the
Nutrition Department regarding a previous verdict from the March meeting.
In March 2016, the committee delivered a verdict for “the hospital to explore opportunities to
provide increased amenities to families to enable them to source food for parents during their
child’s stay”. The verdict was endorsed by the WCHN Clinical Safety & Quality Committee at
its meeting in April 2016. Four actions have resulted from consumer feedback into safety and
quality including:
1. Identifying current amenities (and guidelines for use where applicable) for parents to
source food during their child’s say in hospital (e.g. hospital cafes, fresh vending
machines, voucher system, “Butterfly Card”, “parent rooms” on wards (supplies, fridges),
bringing food from home)
2. Identifying practices in other Australian paediatric hospitals/hospitals with paediatric
facilities
3. Considering alternative systems and implications for FS (numbers, costs, menus, ordering
system, production capabilities, payment)
4. Consider breastfeeding mothers as a sub-group (including consideration of potential
perception of discrimination by bottle feeding mothers, mothers of babies in
Neonatal/Special Care Baby Unit).
In August the Jury looked closely at financial decision making and made a verdict around the
principles to guide thinking around budgeting decisions. The Jury also considered a
consumer-led quality initiative known as Random Act of Kindness Month. It was suggested
having a small working group of consumers to get together to discuss and work on the
logistics of a gift voucher implementation system for the Network. The concept could be
advertised as ‘Inviting you to do a random act of kindness for the Women’s and Children’s
Hospital …. Watch this space”.
For the next Citizen Jury, there will be a discussion about the feasibility of a Random Acts of
Kindness Month for December and an update on safety and quality from Child and Family
Health Service.
Consumer and Community Partnering Council
Capping off a busy month, the peak body met for its bi-monthly meeting on 26 August and
made a number of high-level endorsements and decisions for the Network. Here is a
highlights package of what unfolded:
1. First meeting to be filmed with the “Accessible CEO” brand.
The CEO provides an update on Network affairs and now a
video of this is available via a link through the consumer
database. You can view the video by signing up to the
Consumer Database.
2. Endorsed the very first Consumer Safety and Quality Report
for the Network. The report is an action from the Consumer
and Community Engagement Strategy and Responsiveness
Plan 2015-2018 to develop a Quality of Care Reports annually
with consumer input. The report is a response to the
Australian Commission of Safety and Quality in Healthcare,
Standard 2, to provide timely and meaningful information on
safety and quality to the public. To access the report head to
the e-Library.
3. Endorsed the WCHN Youth Guide to Places and Spaces (see below article).
4. Provided feedback to the Network on how to progress suggestions received from the
Kermode Street Entrance and 24/7 consumer feedback systems, including an action to
explore the refreshment and toileting areas for guide or therapy dogs who access the
Hospital.
5. Received an updated on the pilot Trauma Informed Care training which was provided to
consumer representatives. It was a recommendation from the Peak Body that Consumer
Representatives on the Coffee Club and Listening Post undertake this training with
volunteers to ensure they are being respectful and sensitive to vulnerable consumers.
6. Received an update on the Carers SA Health Policy Directive.
Women’s and Children’s Hospital: Youth Guide to Places and
Spaces
In the month when we celebrate Person and Family Centred Care, it is a great privilege to be
able to launch the Youth Advisory Group’s (YAG’s) Youth Guides to Places and Spaces. This
guide was initiated and created by Y AG specifically for children and teens to help demystify
the places and spaces in the hospital.
The Youth Guide to Places and Spaces is one of the many quality improvements the group is
working on, based on feedback from teenagers aged 12-18 who access WCHN services.
Guides will be distributed through divisions and through the consumer mailing list and will be
available to download on the website.
The Youth Advisory Group was established in late 2015 as an action from the Consumer and
Community Engagement Strategy and Responsiveness Plan 2015-2018. Co-Chaired by
Allan Ball and consumer Jason Cutler, the group has 20 active members, and is supported by
Nick Porter, a teacher from Hospital Education Services Jill Newman, Arts in Health
Coordinator with TeamKids.
Ten Tips of Active Consumer Participation
To celebrate Person and Family Centred Care Week
and the one year launch of the Consumer and
Community Engagement Strategy Tanya
Cheeseman, Co-Chair of the Consumer Feedback
and Improvement Group to provides her top 10 tips
for active consumer representation.
1. Ask questions, don't be afraid to ask if you don't
understand something. There is never a silly
question.
2. You are an important and equal member of the
meeting/committee that you are involved in.
3. You have a unique point of view and your ideas
are priceless.
4. Your position allows you to represent the wider consumer community.
5. You can make a difference by helping staff to see things from a consumer perspective.
6. Make sure you have the right information for the meeting/committee that you are
attending.
7. Don't be afraid to give your opinion. You are an expert in your own right.
8. Stay actively involved with other consumers as this will help to broaden your knowledge.
9. You can be involved in making huge changes to a service and in turn make it a better
service for all consumers.
10. Take care of yourself and ask for help if you feel you need it.
School Ambassador Program
A total of 310 students accessed the School Ambassador Program in August. The program
takes the hospital to schools and involves a visit by senior staff from one of the Hospital
divisions who talk about what they do, how they got into their particular profession and also
provide a range of health promotion messages. School students are invited to ask questions
of the staff and to engage with them in informal discussions. The visiting staff then ask the
students to provide feedback to help improve the quality of their division’s services from an
adolescent perspective.
In August, Linden Park Primary School and Pooraka Primary School hosted some of our staff
from Emergency Department and the Child and Adolescent Mental Health Service.
Consultation with the community focused on the rights and responsibilities colouring book and
teen postcard.
Person and Family Centred Care video
In partnership with the Friends of WCH Inc., Allan has been working on a Person and Family
Centred Care video known as the 4 Hope Project. The project objective is to tell consumer
stories relating to the principles of Person and Family Centred Care and will act as an aid to
promote discussion among staff. We have worked with young people, new mums, fathers,
new migrants and Aboriginal communities to create a contemporary training video to the
Network. This project was initiated by the Person and Family Centred Care Steering Group.
Youth led Listening Post Jess (15) and Ruby (20) worked with over 100 young people in August to collect feedback on
awareness, understanding and implementation of healthcare rights. Jess and Ruby used
Quick Tap Survey to assess the he colouring book and teen postcard resources. Healthcare
rights are an integral aspect of the healthcare we provide, so it was important to see if our
youngest consumers have understood their rights. This was the first time that we have used
youth auditors to collect information, and from all accounts it was a successful initiative.
Feedback from young people surveyed indicated that they appreciated having other young
people to connect with. The young surveyors were able to build companionship, trust and
mutuality quicker than if it was a staff member or other adult asking the questions. Jess and
Ruby both found the process enlightening and particularly enjoyed connecting with a diverse
group of youth. Well done to Jess and Ruby for the implementation of a youth-led, youth-
savvy and youth-focused quality improvement.
Consumer Rewind – A spotlight over the last 31 days
The Citizen Jury, Health Literacy Group, Person and Family Centred Care
Network and Consumer and Community Partnering Council all gathered in
August for their respective meetings. Over 30 consumer representatives participated in
these meetings, contributing a combined 61 hours of ideas and decision-making.
On 1 August the Women’s and Babies review panel returned to the WCHN to hear a
progress report on the actions from the review, including the implementation of a new
staff-led Consumer Participation Group in the division.
The Research Review Consumer Focus Groups wound up, with 15 consumers
participating in a community forum on 3 August. This was followed by Lil attending the
monthly steering committee meeting for an update on the progress of the consultation
phase.
Health Literacy Group met and progressed a plan to develop a framework for staff to
embed health literacy principles into the development of promotions and publications for
the Network. This also includes developing a “Partnering with Consumers” seal, to
demonstrate which documents have been co-designed with consumers.
Consumer Listening Posts continued for Metropolitan Youth Health Services including
in the Southern Community, Adelaide Training Centre at Cavan and Western teams.
Allied Health and Nutritional Services launched their Listening Posts on 15 August. The
Listening Posts continue to provide exceptional access to active consumers to contribute
their voice as part of a consumer experience survey. Tiffany has worked with interpreters
in Allied Health to ensure that Cultural and Linguistically Diverse population groups are not
missing out on having their say.
Development of a Person and Family Centred Care training video known as “4
Hope Project”.
Jess and Ruby, some of our youngest consumer representatives have worked with over
100 children and youth, collecting feedback in a targeted audit of the healthcare rights
and responsibilities colouring book and teen postcard.
The Hospital campus map was reviewed by consumers and volunteers, with a small
management group organised to oversee the redevelopment of the map. Consumers and
volunteer guides based at the information kiosk in the Kermode Street foyer have provided
valuable insight into what services should be included on the map.
The Guide Team supported its 10,000th consumer in August ‒a huge milestone for the
service that was introduced in May. Well done to all the volunteers who have given
hundreds of hours of their time to provide a truly authentic person and family centred
service.
Our Fairy Face Painter was back on board on 10 August, painting limbs and faces while
collecting feedback.
New culturally and linguistically diverse signage will be placed across the Network
to enable easier access to an interpreter. Tara, through her work with the SA Health
Partnering with Consumers and Community Committee has developed a WCHN poster in
our top 20 requested languages for this purpose.
CAMHS, WABS and Trauma staff attended Term 3 sessions of the School Ambassador
Program. Due to the popular demand, CAMHS staff made two trips this term to Pimpala
Primary School. More than 70 years 6 and 7 students had the opportunity to quiz
Operations Manager Viv and Onkaparinga CAMHS Manager Chris about the various
services and supports. The kids have shown a passion to ask questions that matter and
to follow up conversations outside of the school sessions. Linden Park Primary School
and Pooraka Primary School also joined the School Ambassador
Program this term.
Consumer Rewind (continued)
Allan continues to attend staff meetings across the Hospital and Network to speak about
the official launch of the Person and Family Centred Care Charter. Allan has spoken
with 100% of Divisions about Person and Family Centred Care and spoken to well over
250 individual staff members.
Allan attended the Better Together Training Principles of Engagement August
Conference and spoke at the Special Interest Group with Children’s Healthcare
Australasia about the development and review of the Rights and Responsibilities colouring
book and teen postcard.
For more information
Consumer and Community Engagement Unit
Women’s and Children’s Health Network
72 King William Road
North Adelaide SA 5006
Telephone: 8161 6935
Email: [email protected]
www.wch.sa.gov.au
© Department for Health and Ageing, Government of South Australia. All rights reserved.
All information was accurate at the time of printing, dates and times may vary.