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Issue 8 - November, 2015
Consumer Newsletter Consumer and Community Engagement
Consumer Engagement Unit Update
Relationship building is such an important part of what we do in
health care. Some would argue the most important. In the Consumer
and Community Engagement Unit relationship building is serious
business, as it is a core activity and provides a measurement of our
success. As 2015 draws to a close I am reminded about how “hyper-
connected” the world has become. People are building relationships
in many and various ways, and with faster internet speeds increasing
wi-fi access, the online relationship juggernaut shows no sign of
stopping. This month we saw an increase in the number of current consumers registering
to be part of the Online Consultation Hub, with 17 new members added. In the Online
Consultation Hub relationship building is core as consumers connect with each other,
build their capacity to perform in their role and give insight into shaping publications for
the network such as There Is No Such Thing as a Silly Question.
Last month, in glorious 25°C weather Sarah (aka “Fairy Bell”) hosted our first face painting
feedback session. I am often asked about what makes consumer engagement
successful. My answer is that if we provide consumers with a dignified, empathic and
equal opportunity for communication we can build bilateral partnerships from the ward
level to the executive and governing council levels.
I have dubbed November “capacity development month” the Network will roll out five
unique training opportunities for its staff. There will be e-learning aspects, with the new
module Partnering with Consumers, Health Consumers Alliance of South Australia will
lead advanced workshops in health literacy and person and family centred Care and Act
NOW theatre company will deliver drama-based workshops for 160 staff, highlighting
consumer stories of successful and not so successful partnerships. A full wrap-up will be
provided in the December edition.
Allan J Ball
Manager, Consumer & Community Engagement
November 2015 opportunities
Consumer representative photo shoot
Consumer representatives are asked to gather on Friday, 27 November at 12 noon to
participate in a photo shoot to build a catalogue of images for use in various WCHN
publications. The images to be taken in the hospital and the adjacent parklands. All are
welcome to attend – children, parents, caregivers, grandparents, aunts, uncles and friends. If
you are interested in participating please RSVP to Allan by Thursday 26 November 5pm.
Consumer representatives needed to share their stories
We are seeking a number of consumers to help develop some case studies illustrating a
range of experiences with the Health Network:
Newsletter profile: We are looking for a current consumer to talk about their role on one of
the committees and what they get out of being involved in consumer engagement for the
Network. (This will be published in a forthcoming edition of the Consumer Newsletter).
Video profile: We would like two consumers to share their experiences of what it was like
to visit the Hospital and what it felt like to go through the Child and Adolescent Mental
Health Service. These stories will be used in a video planned for 2016.
To register your expression of interest please contact Allan for further details.
Calling consumers to be involved: Online Consultation Database
We are looking for consumers who can share between 1-3 hours a month to be involved in
online consultations. This includes voting for a design, offering feedback on content for a
new poster or brochure, or input into a new idea. Some recent examples include:
Reviewing the publication There Is No Such Thing as a Silly Question.
Creative consultation towards the development of messages for coffee cups used in the
café about safety and health quality.
For further details or to register your interest please contact Allan.
Consumer Activities commence
On Thursday, 29 October, the Consumer Coffee Club launched in
the Café at the WCH. The Coffee Club enables visitors, consumers
and families to join trained Consumer Representatives, in having a
slice of cake, piece of fruit and hot beverage while providing
feedback about their experiences. Those who attended were
provided with a listening ear and also information about how to get
involved, how to submit formal complaints and learn more about
social supports. This will be a regular event on the last Thursday of
every month between 10am – 11.30am. If you are a community site,
our consumer representatives are happy to host a coffee club event
at your location. On 13 October, 28 children joined Sarah (aka Fairy
Bell) and Allan for the inaugural Feedback & Face Paint session.
Sarah, who is a consumer, volunteer and trained face painter, will be
hosting these sessions every school holidays. The feedback
gathered at both of these activities will be discussed at the Consumer
Feedback and Improvement Group commencing in December.
Consumer governance structure launched
November saw the launch of three out of the six committees that make up the Women’s and
Children’s Health Network (WCHN) consumer governance structure. The consumer
governance structure provides the Network with a nation-Leading model for developing
partnerships in service design and clinical governance. The structure which includes direct
reports to Governing Council and the Executive Leadership Committee is made up of
consumer, community and WCHN staff representatives. In October the Person and Family
Centred Care Network Steering Group, Youth Advisory Group and the Consumer and
Community Partnership Council joined other established committees like the Cultural
Roundtable ensuring that our Consumer Governance Structure is diverse and active.
Consumer and Community Partnership Council
Chair: CEO and Consumer.
Includes: 10 Consumers, Health Consumers Alliance of South Australia CEO, Multicultural
Youth Services of South Australia Director, Families SA Child Protection staff and a member
from the Friends of the Women’s and Children’s Hospital Inc.
Staff: Executive Director, Corporate Services and Manager, Consumer and Community
Engagement.
Frequency: Bi-monthly meetings.
Role: The group will be responsible for overseeing the implementation of the Consumer and
Community Strategy and Responsiveness Plan for 2015-2018. The group will know it is
achieving quality consumer engagement when the following can be checked off:
WCHN consumer engagement policies, procedures and guidelines are produced for
supporting consumers in the decision-making process
Consumer Training Calendar and Orientation Toolkit
Cultural Roundtable putting diversity first
Consumer consultation in strategic, operational and service planning;
Consumer consultation in the development of patient information materials
Mechanisms and processes to empower consumers to be actively engaged in decisions
about their own care
Creation of an online consumer experience survey
Consumer representation on strategic and operational committees
Consumer analysis and consultation in quality and safety data
Divisions conducting annual community forums, focus groups and consumer workshops
Developmentally appropriate feedback systems such as Fabio the Frog, ‘Dear Manager’
letterboxes, feedback-face painting and a dedicated version of the 15 steps feedback and
recommendations challenge
Support, training and education for Women’s and Children’s Health Network staff in
person and family centred care education and training modules, including e-learning
formats
Conveying communication through online and printed materials
Developing an online consumer consultation and engagement space
Operating a consumer lounge
Consumer-led quality improvement activity
Women’s and Children’s Health Network Annual Campfire for Consumers and Community
to learn about what has been achieved through bilateral relations
Cultural events and activities compliant with other events and activities in the Network
Community engagement presence for health promotion
Women’s and Children’s Consumer Register
Youth Advisory Group
Chair: Jason Cutler and Manager of Consumer and Community Engagement.
Includes: 10 Consumers aged 14-18 who have had experience with hospital and community
services as a consumer, carer or sibling.
Staff: Principal, Hospital Education School Service and Arts in Health Coordinator, Team
Kids. Women’s & Children’s Hospital Foundation.
Frequency: 4-hour meeting every school holidays
Role: The group operates as the peak child and youth voice for the Network and will be
responsible for implementing a range of quality improvements in the hospital and for the
Network. In 2016 the goals for the group include;
Implementing a 15-Step Youth Experience Quality Improvement Challenge. Four sites,
including the Hospital Education Services, hospital entrances, Café and a community site
(to be determined) will be audited with regard to their ability to provide safe and
comfortable care for children and youth. The recommendations will be provided to the
Partnership Council for actioning
2 x 60-90 second videos to assist children and youth coming to hospital and accessing a
community service.
A youth guide to places and spaces.
A Youth Health Conference.
If you want to get involved or know of a young person who wants to get involved, please
contact Allan.
Person and Family Centred Care Network Steering Group
Chair: Tessa Kowaliw and Executive Director, Corporate Services.
Includes: 3 Consumer Representatives; Tanya, Haya and Jackie.
Staff: 18 staff representing all divisions and units of the Network.
Frequency: Quarterly meetings.
Role: This group will be responsible to ensure that a Person and Family Centred Charter of
Care is crafted for the Network and will create a work plan to ensure that the Network is also
compliant with Standard 2: Partnering with Consumers. The style of this meeting is much
different to what is typically found as it includes break-out workshops where a deep-dive on a
significant topic can be thoroughly explored. In October, the Network’s response to culturally
and Linguistically Diverse Population Groups was unpacked.
All of the groups are using a paperless system to engage including Dropbox to get minutes
and agendas and Basecamp for continued discussion between meetings.
SA Health Awards finalist
In October Allan was delighted to hear that the Consumer and Community Engagement
Strategy and Responsiveness Strategy 2015-2018 was chosen as one of three finalists for a
SA Health Award in the Excellence in Building and Sustaining Partnerships category.
This initiative has occupied a significant amount of time during 2015 to ensure that what we
were developing was right for our Network.
As part of the publicity for the awards, in October Health Consumers Alliance of South
Australia Chief Executive Office, Michael Cousins, WCHN Executive Director, Corporate
Services Phil Robinson, Allan Ball, Lil and Vikki and their children joined forces to create a
short video outlining the importance of the strategy.
Congratulations to the more than 240 240 stakeholders involved this is a tremendous project
on receiving this recognition. Michael, Phil and Allan and a number of consumers will accept
the finalist certificate at the awards ceremony on 13 November. Who knows? We may be
fortunate enough to win. Fingers and toes crossed!
Safety and quality information on display in Paediatric Rehabilitation Department
Display boards which were introduced in late
2014 and early 2015 are a way to display safety
and quality messages to consumer. The Network
has a strong focus on reporting on safety and
quality and the display boards can be found in
high-volume consumer traffic areas such as tea
rooms, waiting rooms and hand-washing
stations.
The Paediatric Rehabilitation Department, which
has installed its board in the waiting area, is
displaying a blend of mandatory training, unit
specific and Network-wide information. Have you
seen these display boards? Let Allan know what
you think about them.
Consumer Snapshot
Over the past month:
Twelve young consumers joined Allan and Jason to usher in the first Youth
Advisory Group on 5 October. They were provided an exclusive tour of Adelaide
Oval including the Port Adelaide Football Club Training area (which is a non-public
space). This was arranged with the Port Adelaide Community Foundation as a gift
to the peak body.
Staff joined Tanya and Jackie with Chair Phil, to welcome the new Person and
Family Centred Care Network Steering Group.
The Network hosted it first Consumer and Community Partnership Council.
Healthy Focus Spring 2016 edition was published which included a number of
articles on Consumer and Community Engagement activities, including the launch
of the Consumer and Community Engagement and Responsiveness Strategy
2015-2018, an interview with Margaret Wallace, Presiding Member of the WCHN
Health Advisory Council, a story featuring Rhys and Owen about the My Rights
Colouring Book and Teen Postcard, a wrap up about the School Ambassador
Program and a heartfelt article by Jackie Barreau, reminding us how important the
role of an informed carer is when you are navigating illness and despair. Thank
you, Jackie, for sharing your story. You can view Healthy Focus online at
http://www.wchn.sa.gov.au/HealthyFocus/Issue28.html
Launch of a new web resource to support families going through grief and loss
produced by the Paediatric Palliative Care Service.
Eight consumers joined Dr Alison Russell, Susannah Frost and Allan Ball for a
self-care and resiliency training session in October. It included a very mindful
yoga session.
Vikki went on her first Leadership Safety and Quality Walk Around.
Allan has been active in enhancing the consumer voice across the Network
evidenced by; a new safety health promotion initiative using paper cups from the
Café, sharing knowledge about Standard 2 and consumer synergies to CAMHS
Communication team. He has also worked with SA Health to continue to advance
the Network’s role in the MCE-NPT Consumer Experience Online Feedback Trail.
This included establishing a partnership with Quyen from the Vietnamese
Women’s Association. Allan has also set up a partnership with Sidique Bah,
Communications Officer with the Multicultural Communities Council of SA and
editor of South Australia’s African communities magazine Salt. This will feature
articles about how the Network is recognising cultural practices in caring for
women and children of African background.
Consumers from the Network have trialled the soon-to-be launched e-learning
module for partnering with consumers. The module focuses on providing staff
with a solid grounding in the principles of Person and Family Centred Care.
Tara and Tanya co-presented with Phil and the Consumer Advocate Staff team
on the 28th of October for Mock Accreditation. Results of this accreditation practice
run will be available for the next Newsletter.
22 Unique responses to a variety of online Consumer Consultations in October
including for publications “there is no such thing as a silly question”
and “patient feedback sheet for WABS”.
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.
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1. Youth Advisory Group. 2. William, Alyssia, Zoe
and Nicolas helping out with the Consumer
Engagement video. 3. Youth Advisory Group with
Port Power players. 4. Consumer and Community
Partnership Council. 5. Sarah (aka Fairy Bell) the
Face paint and feedback session 6. Alison Russell
leading the self-care and resiliency training with
consumers. 7. Allan’s office is transformed into a
movie set for the filming of the SA Health Awards
finalist video.
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