CORE MODULE 1: Respect - MHCCmhcc.org.au/media/55744/rossat-t4o-2014_final_.docx · Web viewSuite 501, 80 William Street, ... Any research being conducted by the organisation enables

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ROSSAT Tool for Organisations T4O v2 - © Being Consumer Advisory Group & Mental Health Coordinating Council, 2015 1

Publication DetailsThe following should be used in citation of this resource:

Mental Health Coordinating Council and Being | Mental Health & Wellbeing Consumer Advisory Group (2014). Recovery Oriented Service Self-Assessment Toolkit (ROSSAT) Version 2 – ROSSAT Tool for Organisations (T4O).

Copyright© 2014 Mental Health Coordinating Council and Being | Mental Health & Wellbeing Consumer Advisory Group.

This work is copyright. You may download, display, print and reproduce this material in unaltered form only (retaining this notice) for your personal, non-commercial use or use within your organisation. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced by any process without prior written permission from the Mental Health Coordinating Council or Being | Mental Health & Wellbeing Consumer Advisory Group

Requests and inquiries concerning reproduction and rights should be addressed to either:

Mental Health Coordinating CouncilPO Box 668, Lilyfield NSW [email protected]

Being | Mental Health & Wellbeing Consumer Advisory GroupSuite 501, 80 William Street, Sydney NSW [email protected]

Acknowledgements

MHCC acknowledges the traditional custodians of the land and values the lived experience of people recovering from mental distress both past and present.

The NSW Health Mental Health and Drug and Alcohol Office (MHDAO) funded this project and publication.

The cartoons used on the front cover of this document have been adapted with permission from ‘Recovery’ by Merinda Epstein, Coordinator Our Consumer Place Victoria. Source: http://www.takver.com/epstein/cartoon095.htm

http://www.takver.com/epstein/cartoon095.htm

http://www.nswcag.org.au/

mailto:[email protected]

http://www.mhcc.org.au/

mailto:[email protected]

ROSSAT Version 2 is a psychometrically validated revision of the original ROSSAT Toolkit. It is comprised of two documents: Tool for Organisations (T4O) and Tool for Workers (T4W). See the ROSSAT User Guide and Revision Report on the MHCC website for more information. www.mhcc.org.au

Before Using the ROSSAT Tool for Organisations

Step 1: Identify Existing Processes for Continuous Quality Improvement

What systems are currently in place to ensure that constant reflection and continuous improvement to practice are occurring?

Consideration should be given to frequency of and access to:

Ongoing learning and reflection around recovery-based practice and the value base of practice Recovery tools for service delivery Identification and evaluation of innovative recovery tools Education and training to support innovation and learning Workers performance evaluations

- Self-evaluation- Consumer evaluation- Carer evaluation- Performance reviews

Evaluation of how workers and the organisation as a whole are meeting each indicator area:- Relationship building- Respectful practice- Consumer self-directed focus- Belief in consumers’ recovery- Obtaining and sharing knowledge and information- Participation and social inclusion

Performance indicators and/or standards relating to recovery oriented service provision Action and strategic plan

Please summarise your workplace continuous improvement systems on the following page

ROSSAT Tool for Organisations (T4O) © Mental Health Coordinating Council and Being | Mental Health & Wellbeing Consumer Advisory Group 2014 1

Identified existing workplace continuous quality improvement systems


Evidence Category 1 – ORGANISATIONAL SYSTEMS

These items seek to identify systems and evidence at the organisational systems level, such as those around recruitment, policies and procedures, and keeping informed of innovative and best practice.

Potential sources of evidence:

In the self-ranking column, please score the organisation’s performance as:

1 - Needs Significant Development *2 - Needs Some Development *3 - Competent4 - Outstanding AchievementN/A - Not Applicable (use sparingly)

* Please note that anything receiving the rating ‘Needs Significant Development’ or ‘Needs Some Development’ should be placed in the Areas Identified as Needing Improvement Table at the end of the T4O.

You may also wish to identify items rated as ‘Competent’ for quality improvement purposes, for example intending to achieve the ‘Outstanding Achievement’ rating.


Policies and procedures Staff advertisements for recruitment

Documentation of staff self-assessment

(e.g. T4W)

Promotional and advertising materials

Website or promotional material

Funding and performance agreements

Documented complaints procedures

Demonstrated implementation of national and state

policies (e.g. National Recovery Framework)

Correspondence with funding bodies,

consumers, carers, other organisations, etc.

List of staff cultural backgrounds, language

knowledge

Local council community profile or

other mapping to identify local cultural

groups

Tender documentation

Membership of other organisations

Staff induction/orientation

Memoranda of understanding Progress reports Annual report Strategic plan

Category 1: ORGANISATIONAL SYSTEMS

Evidence item Evidence for having met item

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1. Management and other workers of the organisation identify the following: Emerging best practice regarding

recovery orientation Potential tools and training Potential new technologies to assist in

provision of recovery oriented services Evaluation tools and frameworks

1 2 3 4 n/a

2. Policy and procedures address the following and are accessible and applied in practice:

a. Privacy, confidentiality and information/record sharing, including disciplinary procedures to follow if there is a breach

1 2 3 4 n/a

b. Identifying and addressing non-recovery oriented attitudes or behaviours (e.g. workers displaying stigmatising or discriminatory attitudes and behaviours)

1 2 3 4 n/a

c. Professional boundaries and expectations

1 2 3 4 n/a

d. Consumer participation, addressing: How peoples’ lived experience will be

used to enhance the organisation’s knowledge and decision making

Induction and training of workers Representation on the board /

governing body Reference groups and other

consultation structures

1 2 3 4 n/a




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e. Commitment to develop and support an active peer workforce, including roles, responsibilities and remuneration of consumers (e.g. peer workers and consumer consultants) who are employed or engaged by the service

1 2 3 4 n/a

f. Support, treatment, recovery plans and advance directives which are: Developed by the person, in

partnership with workers and family and carers (with consent), based on the consumer’s strengths, needs, desires and goals

Reviewed collaboratively on a regular basis

Owned and approved by the person and are available to them and others (with consent)

1 2 3 4 n/a

g. Trauma informed care and practice

1 2 3 4 n/a




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h. How human rights inform service provision and: Safeguard all people against abuse and

discrimination Outline processes for reporting abuse of

workers and consumers Outline the ethical framework of the

organisation Identify what language is inappropriate and

stigmatising and should not be used in any level of the organisation

1 2 3 4 n/a

i. A process to support consumers and workers during and after critical incidents

1 2 3 4 n/a

j. How information should be disseminated to: Workers Consumers, carers and families External organisations

1 2 3 4 n/a

k. A strategy for maximising networking opportunities and partnerships with other organisations 1 2 3 4 n/a




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3. In the recruitment process: Selection criteria include attributes known to

be supportive of a person’s recovery and respectful practice (e.g. honesty, a non-judgemental outlook, compassion, empathy, respect, hope and belief in a person’s recovery and future)

People with the lived experience of mental illness are encouraged to apply for positions within the organisation

1 2 3 4 n/a

4. A complaint process is in place and is promoted and easily accessible. Each complaint is respected, taken seriously and acted upon, and consumers and carers are protected from reprisals

1 2 3 4 n/a

5. The organisation promotes a culture of respect and shared humanity towards consumers at all levels

1 2 3 4 n/a

6. The organisation acknowledges workers for good work and achievements in recovery oriented practice 1 2 3 4 n/a

7. Recovery oriented practices are shared across the organisation

1 2 3 4 n/a




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8. The organisation values and links people to peer support, peer workers and other advocates in the area 1 2 3 4 n/a

9. The organisation and individual workers challenge stigma and discrimination in public settings 1 2 3 4 n/a

10. The organisation maintains an information system that facilitates the appropriate collection, use, storage, transmission and analysis of data to enable review of services and outcomes at an individual and service level. This is done in accordance with information management and related Commonwealth, State / Territory legislation and Acts

1 2 3 4 n/a

11. Any research being conducted by the organisation enables consumers to either design and conduct the research, collaborate as partners and/or be consulted as participants. Ethical issues are considered and addressed and prior to consumers participating in any research, informed consent is obtained

1 2 3 4 n/a


Evidence Category 2 – LEADERSHIP

These items seek to identify systems and evidence that relate to how supervisors, management and senior management cultivate a recovery orientation within the organisation. This includes supervision and team exercises.



- 1 - Needs Significant Development *- 2 - Needs Some Development *- 3 - Competent- 4 - Outstanding Achievement- N/A - Not Applicable (use sparingly)

* Please note that anything receiving the rating ‘Needs Significant Development’ or ‘Needs Some Development’ should be placed in the ‘Areas Identified as Needing Improvement’ table at the end of the ROSSAT Tool for Organisations. You may also wish to identify items rated as ‘Competent’ for quality improvement purposes (e.g. intending to achieve the ‘Outstanding Achievement’ rating).


Demonstrated implementation of national

and state policies (e.g. National Recovery

Framework)

Formal consumer/carer partnership and

consultation activities

Minutes of meetings, incl. management, staff,

committee & board meetings

Evidence of team development initiatives

Documentation from disciplinary meetings

Feedback from consumers and carers

Category 2: LEADERSHIP


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1. Management supports and encourages workers in adopting recovery oriented service delivery

1 2 3 4 n/a

2. Management proactively and constructively challenge non-recovery oriented attitudes and behaviours among workers (e.g. stigmatising and discriminatory attitudes and behaviours)

1 2 3 4 n/a

3. Supervision, both formal and informal, is available and used to discuss: Relationship development and maintenance Respectful recovery oriented practice Providing holistic support that is responsive to

diversity Supporting self-directed care by providing

information and choice, fostering engagement and maximising personal responsibility

Incorporating and maintaining a belief in recovery in service provision

Obtaining relevant and up to date information, share information in appropriate formats, and educate people on how to access information

Enhancing a person’s participation and social inclusion

Other aspects of recovery oriented service provision covered in training (as outlined in the Education and Training section)

1 2 3 4 n/a




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4. Workers activities occur frequently, with the opportunity for sharing knowledge and workshopping concepts relating to: Relationship development and maintenance Respectful practice Supporting self-directed care Belief in recovery Obtaining and sharing knowledge and

information Participation and social inclusion

1 2 3 4 n/a

5. Leaders advocate, champion and model: Human rights informing service delivery The consumers’ voice as central to care and

service provision The belief that recovery is possible and

probable for every person Hopeful and optimistic attitudes in dealing

with workers, consumers and carers

1 2 3 4 n/a

6. Management: Is aware of Commonwealth and State policy

directions around recovery orientation and integrates these into practice

Identifies information relevant to the organisation to increase the knowledge base on recovery and recovery oriented practice, including information for consumers, carers and their families

1 2 3 4 n/a




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7. Management identifies opportunities for and engages in partnership building with other community organisations and stakeholders 1 2 3 4 n/a

8. Management provide information to workers about other services available in the community relevant to the organisation and consumers 1 2 3 4 n/a


Evidence Category 3 – RECOVERY ORIENTED SERVICE PROVISION

These evidence items relate to the direct service environment where workers interact with consumers and carers. These items are to be informed by the concepts of recovery and recovery oriented service provision provided in the ROSSAT User Guide.






Policies and procedures

Staff position descriptions Staff work plans

Individual staff development

plans Appraisal forms Minutes of

meetings

Consumer’s plans, including recovery plans or care plans

Feedback from consumers and

carersAnnual report

Financial analysis showing resources

allocated

Evidence of use of interpreters

Category 3: RECOVERY ORIENTED SERVICE PROVISION


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1. Shared hope and optimism for a consumer’s future drives service provision

1 2 3 4 n/a

2. Workers acknowledge their role in supporting a person’s recovery rather than doing recovery for them 1 2 3 4 n/a

3. Relationships are formed:

a. Allowing enough time at the beginning of the relationships to get to know each other and develop trust (rapport)

1 2 3 4 n/a

b. Maintaining privacy, confidentiality and transparency

1 2 3 4 n/a

c. Focusing on a person’s strengths rather than deficits

1 2 3 4 n/a

d. Focussing on seeing the person first and their illness second

1 2 3 4 n/a




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e. Seeking to find out what each consumer’s view is regarding purpose and living a meaningful life

1 2 3 4 n/a

f. By understanding a person’s previous experiences (what was and wasn’t helpful in past treatment and care) and considering these in current recovery plans

1 2 3 4 n/a

4. In ongoing relationship development:

a. A person identifies their goals, hopes and dreams

1 2 3 4 n/a

b. Workers support the person to develop their own sense of self and to identify what is personally meaningful to them 1 2 3 4 n/a

c. Workers support the person to develop methods to self-manage their illness and encourage them to take personal responsibility for their recovery journey

1 2 3 4 n/a

d. Workers encourage the person to re-build and/or maintain relationships with family and social connections 1 2 3 4 n/a




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e. Workers are aware of how a relationship may hinder recovery in their interaction with consumers 1 2 3 4 n/a

f. Workers are aware of their own mental health and of self-help strategies and ways to seek support 1 2 3 4 n/a

g. Workers acknowledge and explore power differences, and steps are taken to ensure consumers are empowered in the relationship 1 2 3 4 n/a

5. Workers are aware of and responsive to diversity (e.g. gender, age, culture, ethnicity, language, sexual preference and religious beliefs / spirituality) 1 2 3 4 n/a

6. When workers engage with people they: Respect them as equals and as experts by

experience Value their voice and vision in informing their

support Use strengths based language and everyday

language (not clinical jargon)

1 2 3 4 n/a

7. Workers recognise that self-direction and self-responsibility are important in a person’s recovery journey, and that providing them with choice and information inspires recovery and enhances control over decision-making

1 2 3 4 n/a




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8. Workers make information available in different formats to ensure that it is accessible to all people using services 1 2 3 4 n/a

9. Where required, interpreters and workers are made available to consumers, carers and families to communicate in their preferred language 1 2 3 4 n/a

10. Workers respect a person’s decision whether to involve carers and family, and acknowledge and respect carer and family participation and input 1 2 3 4 n/a

11. Support / treatment, recovery plans and advance directives:

a. Are developed by the person, in partnership with workers and family and carers (with consent), based on the consumer’s strengths, needs, desires and goals

1 2 3 4 n/a

b. Are reviewed collaboratively on a regular basis

1 2 3 4 n/a

c. Are owned and approved by the person and are available to them and others (with consent)

1 2 3 4 n/a




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12. Workers are trauma informed, and incorporate these principles in service planning and delivery

1 2 3 4 n/a

13. A person’s own interpretation of his or her illness is not used as a basis for discrimination or dismissed as untrue 1 2 3 4 n/a

14. The person, their family and carers are provided with their rights and responsibilities in both written and verbal formats upon contact with the service 1 2 3 4 n/a

15. Workers understand, and also support the person to understand, that recovery is not always linear and that: The person may need different levels of

support at different points in time Relapse is an opportunity to develop resilience

and insight and does not mean that a person is no longer on their recovery journey

1 2 3 4 n/a

16. Workers support the person to reflect on times when they have been unwell, and what steps have helped in their experience each time 1 2 3 4 n/a

17. Workers support the person, their family and carers to make informed decisions by: Sharing information on services, therapies and

supports Supporting them to find information from other

sources

1 2 3 4 n/a




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18. Workers provide and environment where people feel safe to express emotion, thoughts and feelings 1 2 3 4 n/a

19. Workers support and encourage positive risk-taking

1 2 3 4 n/a

20. Workers seek to exchange information with other organisations and agencies to ensure continuity of care (with consent) 1 2 3 4 n/a

21. Where a person is not able to access the organisation’s services (e.g. not eligible), a reason is provided along with supported referrals to other services

1 2 3 4 n/a

22. Workers are aware of a person’s physical health and are able to provide referrals to appropriate health care professionals 1 2 3 4 n/a

23. Workers consider the whole context of a person, and support the person to develop and enhance links in their community (e.g. social networks, peer support groups, education/training, employment, community and rehabilitation services, physical activities, a person’s hobbies)

1 2 3 4 n/a


Evidence Category 4 – EDUCATION AND TRAINING

These items seek to identify systems and evidence that relate to ongoing opportunities for workers development through education and training opportunities, as well as education and training for consumers and carers.






Register of courses and training events

attended

Register of how often training and

education is provided onsite

Program records for external

training attended

Tracking system for professional development

Subscriptions to: newsletters,

journals, sector resources

In-house training resources

Training curriculum and education

calendar

Category 4: EDUCATION AND TRAINING


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1. Consumers and carers (including peer workers) are actively and routinely involved and supported in the planning, delivery and evaluation of workers training

1 2 3 4 n/a

2. The organisation provides induction training on:

a. Recovery and recovery oriented practice including: The workers role in supporting recovery The importance of seeing a person’s whole

life situation Confidentiality Obtaining consumer consent to share their

information Communication techniques Referral points The history of recovery and recovery

oriented practice

1 2 3 4 n/a

b. Relationship building and respectful practice that supports recovery (including worker attributes that underpin belief in recovery) 1 2 3 4 n/a

c. Consumer self-directed recovery and the value of the lived experience 1 2 3 4 n/a

d. The rights and responsibilities of consumers and carers 1 2 3 4 n/a

e. Personal and cultural interpretations of mental illness and recovery, specifically including Aboriginal and Torres Strait Islander understandings

1 2 3 4 n/a




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f. Consumer participation and social inclusion including:Ensuring consumer and carer participation

and how this is achieved at both the individual and organisational level

Stigma and discrimination and their pervasive impact on the exclusion of people who live with mental illness

Existing and new social connections in the community that may be useful for consumers to access

Networking with other relevant organisations

1 2 3 4 n/a

3. The organisation provides the opportunity for ongoing training including:

a. Understanding recovery That each person will be able to embark on

their recovery when they are ready That relapse is common and normal in

recovery and is seen as an opportunity for developing resilience

How to support recovery through positive risk-taking

How to sustain hope for a person’s recovery The importance of people’s lived

experience in informing service delivery and informing training

1 2 3 4 n/a




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b. Relationships How to explore and identify appropriate

boundaries Prioritising time for and undertaking

relationship building Identifying relationships that are supportive

of recovery, and those that may hinder a person’s recovery

Trauma informed care and practice Communication skills, including listening

and negotiation Dealing with conflict, violence,

hopelessness and/or challenging behaviour

Working with people who are reluctant to be involved in decisions around their treatment and care

The importance of attitudes such as hope and optimism

How to explore and relate one’s own life experiences to strengthen a relationship

The complaints process

1 2 3 4 n/a




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c. Respectful practice Understanding and responding to diversity Culturally responsive practices

acknowledging different understandings and sensitivities relating to mental health, including Aboriginal and Torres Strait Islander meanings

Knowing and promoting human rights Appropriate behaviours and attitudes that

support recovery Processes for workers to address

stigmatising and discriminatory language they have observed

1 2 3 4 n/a

d. Consumer self-directed care How to facilitate the delivery of consumer

self-directed services, including how to maximise consumer choice and control in their recovery

Information on the individual, non-linear nature of recovery and how this affects the level of support provided by workers

1 2 3 4 n/a

e. Obtaining and sharing knowledge and information Protocols relating to privacy and

confidentiality Relevant legislation changes Innovative recovery based practice New and existing relevant services Sharing accessible information and

resources relevant to consumers, their families and carers

1 2 3 4 n/a




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f. Social inclusion and participation The concepts of consumer and carer

participation and social inclusion, and how this is achieved at both the individual and organisational level

Existing and new social connections in the community that may be useful for consumers to access

Human rights relating to consumer participation and social inclusion

The debilitating impacts of stigma and discrimination towards consumers, particularly in the language used by service workers

1 2 3 4 n/a

4. In addition to training available for all workers, the specific training and development needs of the peer workforce are identified and addressed

1 2 3 4 n/a

5. Consumers, their families and carers are supported to access education and training on mental health, recovery and wellness 1 2 3 4 n/a


Evidence Category 5 – EVALUATION

These items seek to identify systems and evidence that relate to the evaluation of all aspects of the organisation’s work, including workers self-evaluation, workers performance evaluation and consumer and carer evaluation of service provision.






Evaluation reports of services/programs

Assessment/outcome tools measuring

recovery and related domains of outcome

Collection/reporting of consumer & carer satisfaction with

service

Evidence of consumer and carer evaluation

and feedback

Staff self-assessment processes (e.g. the

T4W)

Staff performance development Evaluation forms

Category 5: EVALUATION


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1. Workers are regularly provided with the opportunity to reflect on /self-evaluate the recovery orientation of their practice. This includes: Identifying strengths and areas for

improvement Identifying what does and does not work Sharing learnt and useful skills with

the team, team leaders and supervisors

1 2 3 4 n/a

2. All workers are evaluated on their recovery oriented practice

1 2 3 4 n/a

3. Consumers are provided with the regular opportunity to evaluate:

a. Relationships Their relationship with workers and the

organisation The appropriateness of the format of

communication with their worker If their worker presents any barriers to

their recovery

1 2 3 4 n/a




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b. Respectful practice The level of respect they experience from

workers within the organisation Perceptions of stigma and discrimination

experienced from workers within the organisation

The cultural appropriateness of services received

Perceptions of how responsive workers are to diversity

1 2 3 4 n/a

c. Consumer self-directed focus The degree to which workers advocate for

the persons’ centrality in directing their own recovery journey

The amount of input they have into the services they receive

1 2 3 4 n/a

d. Belief in consumer’s recovery Workers attitudes and level of belief they

have in recovery Support relating to positive risk-taking How well their goals have been

documented, acknowledged and supported

1 2 3 4 n/a

e. Obtaining and sharing knowledge and information Quality and relevance of information

provided Appropriateness of the format information

is provided in Ability to understand information that is

provided

1 2 3 4 n/a




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f. Participation and social inclusion How their worker fosters opportunities for

participation The worker and organisation’s commitment

to social inclusion and participation, both within the organisation and in the wider community

1 2 3 4 n/a

4. Consumers, their families and carers actively participate in quality improvement processes including service evaluation, development and decision making

1 2 3 4 n/a

5. The ROSSAT Tool for Workers is completed by all workers in the organisation on an ongoing basis 1 2 3 4 n/a


Step 3: Areas Identified as Needing Improvement Table

These items are taken from each indicator area and the table ‘Identifying Organisational Processes for Continuous Improvement’

Areas Identified Actions/Strategies Planned to Address This

Timeframe to Complete (or

Ongoing)Workers Involved Person

Responsible Progress Made Signature Date


Documents

CORE MODULE 1: Respect - MHCCmhcc.org.au/media/55744/rossat-t4o-2014_final_.docx · Web viewSuite 501, 80 William Street, ... Any research being conducted by the organisation enables