Consumer and Community Engagement Unit Update

Issue 29 – November 2017

Consumer & Community Newsletter

Consumer and Community Engagement Unit

Involving consumers requires thinking about how consumers can

influence decisions for the Network. There are seven different roles

for consumer representatives:

1. Advisor or Reviewer - Inviting consumers to provide feedback on projects or health publications.

2. Advocate - Involving a consumer to use consumer voices to influence positive change.

3. Analyse - Working together with a consumer to critically review data sources and make recommendations.

4. Co-Leader or Leader - When a consumer is required to design projects, translate research, implement activities and/or evaluate initiatives with a sense of autonomy.

5. Educator - Involving a consumer in training, learning and capacity development of staff.

6. Expert - When a consumer is seen as holding knowledge that will contribute to final decisions.

7. Partner - Ensuring there are levels of shared-focus at all times of the decision making process.

These roles can be performed in meetings, as part of a committee, on Basecamp (WCHN Online

Consultation Space) and/or as part of project implementation.

Managers should be aware that when consumer representatives start in the Network they have

been appropriately oriented to their role. All Consumer Representatives who participate in the

Network have participated in half day orientation. The orientation checklist includes:

1. Signing the Consumer Representative Code of Conduct, Consumer Behaviour Agreement and

Consumer Confidentiality Agreement.

2. Being oriented to the website, Basecamp and reimbursement forms.

3. Obtaining a Consumer Representative WCHN identification badge.

4. Meeting with Executive Team.

5. Signing a SAPOL Clearance to work with children, young people and vulnerable adults.

6. Participating in fire safety, hand hygiene, child safe and Aboriginal cultural awareness training.

7. Being provided with a job description about their role, based on the seven descriptors.

When thinking about consumer engagement within the Network it is important for managers to

identify the role the consumer will play and should do this by liaising with the Consumer and

Community Engagement Unit. Many managers are surprised to discover units or wards are

participating in multiple forms of consumer engagement and the Director can point out peers who

can be consulted through the consumer involvement planning process.

This is the last newsletter for 2017, and what a year of triumph. With 61 days left this year, there

are still two events on the calendar. This month we celebrate, for the first time, World Kindness

Day and encourage you all to get involved on 13 November. On 21 December you are all invited

to the Consumer Engagement “end of year” reflections, please RSVP.

Allan J Ball

Director, Consumer and Community Engagement

Thank you Naomi

Naomi Dwyer, Chief Executive Officer, Women’s and Children’s Health Network (WCHN) will be

leaving on 24 November 2017 to commence the role of Chief Executive at the Sunshine Coast

Hospital and Health Service.

Since May 2014, Naomi has passionately advocated for and steered the direction for consumer

and community engagement in healthcare.

Her bold and brave vision to be a world leader in consumer and community engagement has

touched us all, and almost all of us engaging in the Network are stewards of this vision.

As we reflect on WCHN Consumer and Community Engagement, we owe a great debt of

gratitude to Naomi.

Through imagination and vision, one of Naomi’s lasting legacies will be her establishment of

consumer and community engagement.

We wish Naomi all the best for her future.

“Logic will get you from A to B, imagination will take you anywhere”, Albert Einstein.

NOTICEBOARD

Save these dates! November 2017 1 Clinical Safety and Quality Committee

6 Health Literacy Meeting 11am–12:30pm. WCH Campus.

7 Person and Family Centred Care Network 9am–11am. WCH Campus.

7 Consumer Surveying on experience 11am–1pm. Children’s Surgery

Wards, WCH Campus.

8 Cultural Roundtable 9:30am–11am. MYSA. Hindley

Street.

9 Roving Consumer Coffee Club WCH Campus. 10am–12pm.

13 World Kindness Day Celebration

13 Kindness Event on Play Deck, WCH

14 Consumer Surveying on experience 11am–1pm. Children’s Wards,

WCH Campus.

20 Youth Advisory Sub-Group 3:30pm–4:30pm. Allan’s Office,

WCH Campus.

21 Consumer Surveying on experience 11am–1pm. Women’s

Outpatients, WCH Campus.

22 Consumer Feedback Analysis 9:30am–10:30am. Allan’s Office,

WCH Campus.

23 Consumer Coffee Club

Café Leve 2, WCH Campus. All

welcome to attend. 10am–

11:30pm.

24 Consumer Training: Meeting Structure

Masterclass

10am–11am. Room 201. RSVP to

Allan.

24 SA Health Awards 5pm–9pm. Tickets $50. RSVP to

Allan..

28 Consumer Surveying on experience 11am–1pm. Allied Health, WCH

Campus.

Legend:

date for your calendar Consumer Governance Committee

an open event or invitation, requiring an RSVP

Consumer Engagement “end of year”

Reflections When: 10am-11am Thursday, 21 December 2017

Where: Women’s and Children’s Hospital

RSVP: By 5pm 14 December 2017 to sandy.keane@sa.gov.au

Family and friends welcome to join you.

EDUCATION & CAPACITY DEVELOPMENT

Meeting Structure: Masterclass

Provided by Director Consumer and Community Engagement, this is your chance to sharpen

your meeting performance skills and knowledge. For all new and existing consumer

representatives.

When: 10am-11am, Friday 24 November 2017

Where: Room 201, WCH Campus

RSVP: 20 November to Allan.

You will be reimbursed for your time attending this event.

Consumer Training Calendar 2017

Full 2017 training calendar is available on the web. Check it out.

Grand Rounds (Lecture series on innovation, health and

research)

All consumer representatives signed up to the database have access to the weekly Grand

Rounds.

A Grand Round is a lecture series that provides WCHN staff with education on a range of health

topics relating to our core business.

They are held every Wednesday in the WCH Queen Victoria Lecture Theatre from

12pm–1:30pm.

This is a voluntary task that consumer representatives can opt in to attending. Family and friends

are welcome to join you.

DATE TOPIC

1 CEO Grand Round: Australian College of Midwives speaker Kellie Anne

7 Aboriginal Family Health Research Partnership Launch of New Logo Grand Round

by Natalie Bauer

8 Special Lecture from the Robinson Institute with Peter Graham, University

Melbourne

15 “Injury Prevention” with A/Prof Warwick Teague, Trauma Director and Paediatric

Surgical Consultant, Royal Children’s Hospital Melbourne and “Injury Prevention

from a Kidsafe SA perspective” Holly Fitzgerald

29 Box Jellyfish, Toxinology Conference by Dr Julian White

BASECAMP NEWS

E-Book Club November 2017

Data Gathering, giving power to

patients an article from Precision

Medicine.

November 2017 Direct

Consultation

Drop the Jargon

Drop the Jargon is a campaign to learn

about the phrases, words and

sentences that need to be silenced in healthcare. On 22 September, you will be asked to

participate in a consultation that can be shared in social networks.

Consumer and Carer Engagement Space

Shared Decision Making quotes. The Network is seeking empowering quotes that reflect positive

experiences when you took control over goal-setting to be used in staff training. Please share and

inspire others on Basecamp this month.

Not a member of Basecamp?

Visit our website to learn how to get involved. Invitations are open to WCHN staff, consumers,

caregivers, family members and community members. To provide feedback to the survey without

signing up to Basecamp click here.

NEVER MISS OUT!

Join Basecamp for real-time access and updates from the Women’s and

Children’s Health Network 24/7.

We want to hear about your hospital experience

Please provide your letterbox feedback by

answering 3 questions at www.wch.sa.gov.au.

World Kindness Day

The date decreed for World Kindness Day is 13 November. This was

the opening day of the first World Kindness Movement® conference

held at Tokyo in 1998, and the 35th anniversary of the Small Kindness

Movement of Japan, which brought the signatories of the ‘declaration

of kindness’ of the World Kindness Movement together in 1997.

The purpose of World Kindness Day is to look beyond ourselves,

beyond the boundaries of our country, beyond our culture, our race, our religion; and realise we

are citizens of the world. As world citizens we have a commonality, and must realise that if

progress is to be made in human relations and endeavours, if we are to achieve the goal of

peaceful co-existence, we must focus on what we have in common. When we find likenesses we

begin to experience empathy, and in such a state we can fully relate to that person or those

people. While we may think of people from other cultures as being ‘different’ when we compare

them with our own customs and beliefs, it doesn’t mean that we are any better than they are.

When we become friends with someone from a different culture we discover that despite some

obvious differences, there are many similarities. Considering that kindness is also a part of the

Person and Family Centred Care Charter, as “Pillar 4” directs us to “be positive and kind”, the

Women’s and Children’s Health Network has organised a committee to plan celebrations and

activities to promote World Kindness Day in 2017.

On World Kindness Day the Network seeks to:

Unify our intentions around kindness.

Amplify kindness activities that already exist and make them bold.

Catalyse and increase engagement around initiatives that promote kindness.

Capture the movement by registering events.

Activities happening at the Women’s and Children’s Hospital (WCH):

Volunteer Guides to give out red heart stickers from the Kermode Street Foyer.

A giant love heart will be set up on the wall, in the Café on level 2, for staff, consumers,

volunteers, visitors and the community to publically declare their random acts of kindness.

A “Kindness Day” party will be held on the Play Deck. There will be Clown Doctors, face

painting and games to create a culture of kindness. Make sure you come down between

12–1pm. There will also be a wishing well for cash donations, as a way to pay it forward with

100% of the donations going to the Friends WCH Incorporated. Find out more about the

Friends online.

Why does Kindness matter to our Network?

Caring with kindness and person and family centred care are at the centre of our purpose. A

dignified and respectful provision of services is demonstrated when we treat each other with

compassion, positivity and kindness.

Pillar four of the WCHN Person and Family Centred Care Charter is composed of five actions to

help achieve our vision.

Be welcoming and keep consumer comfort a top priority.

Actively listen and ensure we understand the needs of the consumer.

Treat consumers in a calm and mindful manner.

Be considerate in our conversations with consumers and mindful of those who

can overhear discussions.

Smile.

But kindness extends beyond consumer engagement and touches all interactions, behaviours

and values that everyone in the organisation upholds. When kindness is done right, an exemplary

and socially just culture thrives.

Our vision for the day is shine a spotlight on the importance of giving, selflessness and

togetherness; principles that beat very strong in the organisation.

Our Symbol

The organisation will adopt the "heart" as a symbol of kindness. The heart symbolises our

combined love and creative spirit for the flow of energy that sustains us and our creative spirit are

different expressions of the same life sustaining force.

Celebration

Nisha is our 201st member on the Consumer Database

“I signed up to be a member because of the great work the

hospital offers and am so glad to be a member”.

Top 10 ways to engage SAPOL Police

Cadets in WCHN/Yarrow Place training

By Kyri Hamence

1. Planning - Planning the training for the Police Cadets is done

mainly by Yarrow Place staff. The Consumer Representative’s

role is telling the story of her sexual assault to the cadets so

they have a real life story to learn from and reflect on. Planning

includes brainstorming what the Consumer Representative’s

presentation will look like against the rest of the Yarrow Place

training, brainstorming what will be put into the presentation

and the outcomes for everyone involved. Yarrow Place’s goal

for including a real life story of sexual violence as part of the

Police Cadet’s training is for it to be beneficial to the cadets in a form of learning and

therapeutic to the Consumer Representative (survivor) in being able to tell her story without

shame.

2. Preparation - Creating the Powerpoint, cue cards and making sure all parts of the survivor’s

story can be understood easily. The preparation includes hours of deciding what will go into

the presentation and breaking down all parts of the real life story into smaller chunks.

3. Rehearsal and discussion - The first rehearsal of the Powerpoint is presented to the Yarrow

Place staff member that conducts the main part of the training. It is then edited, added to or

modified so that it marries to the goals for the final outcome.

4. Rehearsal and discussion - The second rehearsal of the finished Powerpoint was put before

the SAPOL Detective that investigated the sexual assault case that is being used as the

example for the Police Cadets.

5. Presentation - Presentation day at Fort Largs Police Academy. The Yarrow Place training is

broken down into three main parts. The first part of the training is run by a Yarrow Place staff

member and covers a number of topics about sexual assault. The second part of the training

is the Consumer Representative telling her own real life story of sexual assault. In the third

part of the training the Yarrow Place staff member takes the remaining time with the Police

Cadets to debrief about the real life story and answer questions they have that they may not

have felt comfortable to ask the survivor directly. The Consumer Representative’s presentation

is always videoed by her request and saved for personal purposes so it can be re-watched

and used as an aid to improve future training sessions.

6. Presentation (Engaging audience during presentation) - Engaging the Police Cadets into

the real life story is very important. The cadets are encouraged to ask questions and make

comments throughout the survivor’s presentation.

7. Presentation (FAQ) - The frequently asked questions and question time at the end of the

Consumer Representative’s story is a highly important time for the cadets as this allows them

to ask many questions they may have regarding what it is really like to report a sexual assault,

to go through the court process, healing, counselling services and so on. The cadets have

always asked extremely useful questions.

8. Feedback forms - At the end of the training session with Yarrow Place staff and WCHN

Consumer Representative the Police Cadets are asked to fill in feedback forms about the

training. These feedback forms are very useful to gauge how the real life story of sexual

assault impacted the way they view this section of their training, and how they will respond to

similar natured incidents when they graduate and become probationary Constables in the

field.

9. Discussing feedback forms - The Yarrow Place staff member and Consumer Representative

that run the training discuss the feedback forms and comments the Police Cadets have made.

The cadets display their understanding of sexual assault and myth based assumptions on a

scale from 1 – 5. At the end of the training, the majority of the Police Cadets have an

increased understanding of sexual assault by 2 or more points.

10. Updating presentation - Feedback and suggestions from the Police Cadets are taken into

serious consideration and the survivor’s presentation is improved accordingly. The FAQ slide

of the survivor’s Powerpoint is updated at the end of each training session to ensure that any

questions that are repeated by different groups of cadets are met with a useful and

knowledgeable answer. This allows time for the cadets to think of or ask the Consumer

Representative different questions so a more broad understanding can be gained.

CONSUMER GOVERNANCE UPDATES

Youth Advisory Group

On 9 October the Youth Advisory Group (YAG) held its quarterly meeting. The quarterly meeting

brings all members from across the state to the Women’s and Children’s Hospital for a three-hour

catch-up, consultative and collaborative experience.

The agenda for the October meeting included:

Working on a welcome to the Women’s and Children’s Hospital video for children and young

people to complement the welcome to the hospital written guidebook.

Beginning a 12 month quality improvement project to develop a youth volunteer framework for

the Network. Endorsing the literature review and recommendations for the child and youth

communication framework.

The YAG also heard from Lis Brittan, Manager WCHN Volunteers who will work with the group

over the next 12 months to establish a framework for youth volunteers within the Network. It will

be the first time the Network will have a formal approach to engaging young volunteers and the

YAG will be co-designing the framework.

One of the important discussions to emerge from the meeting was a deliberate discussion on

strengthening the voice of young parents. Emerging from the Young Parent think tank in

September, the YAG was a set of endorsed recommendations:

1. Include stories of young parents in the next edition of “Birthing Stories”.

2. Youth Advisory Group to allocate a position for a young parent on their board and to work with

Metropolitan Youth Health to fill this position.

3. Critical reflection to be used with staff who are partnering with young parents and utilised in

clinical debrief and supervision by management to ensure that self-bias, values and

judgements are not impacting on service provision.

4. WCHN Communication Team to look at the feasibility of designing a pro-active media

campaign in partnership with “Pregnancy to Parenting” and “My Realities” WCHN staff

members. The campaign captures 3-4 consumer stories, to be used in the staff newsletter to

raise awareness of the rights and issues relating to young parents. Communications Team to

also consider displaying positive imaginary of young parents in media campaigns for the

Network that are inclusive of men.

Quote of the day, in response to what a welcome to the WCH video should be like?

"It should be heartfelt!”

Kids Klub

On 13 October, 12 kids joined the Youth Advisory Group and Children’s University (Australia) to

listen to our kids on ways they would like health professionals to talk to them. Over the past

three months, University of Adelaide intern students have been working with the Network to

develop a child and youth communication framework. In September, a survey was distributed to

children and young people who have accessed our health services and in October the kids had a

chance to complete the public consultation phase.

After a warm up game, the kids were split into two groups to interpret their ideas of good and bad

communication through drawing. Their feedback is extremely valuable. Here are some examples:

Know the facts before you spill information.

Never be mean to other people.

Bad communication is when your parent and your doctor are talking about you and they don’t

include you. Also if there is something big, and your doctor just texts you about it.

Good communication is talking face to face and explaining everything clearly to the patient.

The Children's University engaged the kids for the second half of the morning by teaching them

some Chinese and Japanese writing.

Lots of fun was had by all. Well done everyone!

Child and Family Health Services (CaFHS)

By Tara Bridge, Consumer Chair

On 26 September, the CaFHS Consumer Committee held their quarterly meeting at the Women’s

and Children’s Hospital CH.

Joined by Tamara, Amy, Josephine, Cathy, Jay, Lana, Allan and myself, we welcomed our

newest member Nisha to the Committee. We also had guest speaker Gill Weston talk to us, and

update us, on the new proposed Model of Care, and how we can engage and get feedback from

consumers in the next phase of its roll out.

We had a full agenda which involved some real robust discussions. Some of the actions from the

meeting are:

Person and Family Centred Care Passion Projects by the Friends of the WCH Inc. The

Passions Projects are ideas and projects based and oriented around consumer care and

feedback. There are four $5000 grants up for grabs with one of the grants dedicated to a rural

based project. It was noted that as the CaFHS Consumer Committee, we are essentially the

steering group to come up with ideas for our entry into the Passion Projects. We had some

real ideas come from our group in response to this and now need to turn these great ideas into

a project pitch.

We have to start thinking of new ways to engage consumers for Aboriginal Communities, as

we are beginning to over use and fatigue the communities that we are currently using.

The group was updated on the CaFHS proposed Model of Care, and asked for ways in which

we can involve and work with vulnerable and Culturally and Linguistically Diverse (CALD)

communities, and how to better deliver the service to them. There was feedback and

consultation done with over 200 respondents, asking whether the focus of the model of care

was practiced in the service they delivered. There will also be attendance by CaFHS

Executive at staff meetings statewide in the coming weeks to get final feedback from staff in

regards to the proposed Model of Care.

The consumer listening post reports were distributed and will be available to all staff soon for

their feedback in regards to the findings in the report. We discussed ways to increase the

number of responses we get and how we can hear from more consumers, as most of CaFHS

work is done via home visits off site. We had many ideas and have taken the brainstorming

out of session, but have to find better ways to communicate and get feedback from the

consumers that don't come to a site for CaFHS care.

The CaFHS infographic sheet was provided for feedback and there was a great

discussion on some of the changes that could be made. We have been asked

to give more feedback out of session and Jay was given some written

feedback from the other members.

Options for other meetings. Cathy will distribute a survey to Committee members on what

times, days and frequency of the meetings would suit. We also talked about the option of

taking the meeting to Kadina as Bridget is unable to attend all meetings due to travel and time

constraints. This would also allow us to have a look at rural sites too. The idea was put

forward to attend some community expos as well, to allow more opportunities to meet

consumers, not only to add to our database, but also to spread the word about the changes

CaFHS are making to their service.

Another action was finding ways to engage more Dads to the service, with particular focus on

single Dads and the same sex community. This is due to the fact that CaFHS is looked at as a

predominately female based service and to start changing that stigma.

Following the meeting, there are a number of actions and brainstorming options. It was fantastic

to see so much passion for what we do at CaFHS. We look forward to having Nisha on board and

it was an absolute pleasure to meet her and work alongside her.

The next Committee meeting is scheduled for early November to discuss our pitch for the

Passion Projects, as the closing date for submissions is 22 November.

CONSUMER ENGAGMENT UPDATES

Child and Youth Communication Framework

By Amy and Moegi

An update about the child and youth consumer engagement investigation.

After a busy and very interesting first few months working alongside Allan and the Consumer

Engagement team, we are pleased with our progress to date and not surprised at the findings of

our research into engagement techniques with child and youth consumers of the WCHN.

Since first being invited to research the topic, Moegi and I have been conducting a combination of

secondary literature reviews, including a comparison of relative studies and methods used

successfully interstate and overseas, together with a primary survey created and delivered via

various WCH networks and aimed at 5-18-year old local consumers. Both methods investigate

qualitative and quantitative data, which consider potential positive and negative impacts of

various communication methods. As technology is a recurring theme among millennials today,

measures must be taken to ensure legitimacy, productivity and safety are encompassed by

organisations brave enough to move forward towards effectively bridging this communication gap.

Of the 77 consumer respondents to the survey and a written response from the WCH APY Lands

correspondent, we can acknowledge that Facebook was quoted as being an essential tool in not

only targeting the audience of this calibre, but enveloping secondary consumers such as diverse

networks of families and friends. We have been intrigued at not just how and why social media

and technology play such a vital role in keeping our kids and youth engaged, but the proven

effect that this empowerment offers to consumers and the positive community flow on such

measures have regarding; self-control, pain management and the reduction of mortality rates.

These changes were apparent not only locally, in high speed internet zones, but in regional and

remote areas too.

In Australia, 75 percent of youth over 12 years of age own a mobile phone followed closely by 67

percent of children aged 8-12. (Australian Broadcasting Commission 2017) Children 2-5 years of

age average spending 9 hours a week on a digital device, many on social media. While

accessing websites or data bases can promote a digital divide between the literate

and the illiterate, online communities such as Facebook and Twitter exemplify

opportunities for Government and private health spheres to present memes,

films, advertisements and competitions ensuring successful health efficacy.

Midwifery and Nursing Forum

On 26 September, Director Consumer and Community Engagement spoke to 122 Midwives and

Nurses, providing a 30-minute intensive lecture into the realities of the person and family centred

care charter. The lecture inspired by the four pillars of the charter, encouraged midwifery and

nursing staff members to further unify behind the behaviours outlined in the charter and

encouraged them to amplify actions towards meeting all 27 indicators of person and family

centred care. It allowed also for an intimate discussion on the new shared decision making guide

“Welcome to WCHN”, providing the mechanics of how to use the guide and best evidence to

promote it consumers and carers. Using consumer stories, the session touched on the

importance of empathic involvement in care and how when done right is the single most important

factor that contributes to consumer satisfaction levels. The session also allowed staff to quiz the

Director Consumer and Community Engagement and pause to celebrate the excellent work

conducted by them.

Carers Australia Conference

Carers Australia hosted the 7th International Carers Conference in Adelaide, South Australia,

from 4-6 October 2017 with Tahlia and Amelia representing the Network. The conference aimed

to re-imagine caring into the future, providing a catalyst for innovation and collaboration; sharing

improvements in the way we support unpaid carers, care-recipients, their families, networks and

communities. In addition to recognising and learning from past achievements, this conference will

focus on the future, the challenges and opportunities ahead, and showcase innovation in policy

and practice.

Amelia said it was an inspiring few days and learnt so much about carers rights that she will be

bringing back to the Youth Advisory Group for discussion.

Tara and Tanya from the Consumer and Community Partnering Council also represented the

Network, co-hosting a pop-up stall with consumers and carers from other Local Health Networks

across SA Health.

Tanya said that working on the SA Health booth was a really good opportunity to talk to the

diversity of carers not only in Adelaide but from around Australia. Sharing with other carers what

we have been doing inspired many of them.

Welcome to the WCHN booklet

A fabulous uptake in its first 30 days.

552 copies of the new ‘Welcome to the Women’s and

Children’s Health Network’ booklet have been handed out.

The booklet provides a one-stop information shop to support

you making healthcare decisions and choices.

The booklet is available for download from the website and

comes with a video, which was co-produced with consumers

Gabriel, Lana, Liam and Thomas.

You Said – We Listened – We Did

Consumer feedback over the last six months has

indicated that phone charging stations need to be

created, to support consumers and carers charge

phones whilst they are waiting. Phones are a

necessity in the modern world and help caregivers

stay connected with loved ones and provide some

technological distraction when in hospital. We

listened and with the support from the Friends of the

WCH Inc, the first phone charging station is now

available in our Paediatric Emergency Department.

Consumers scrub up for theatres tour

In late September, consumer representatives met

with Executive staff from the Surgical Services

Division to have a behind the scenes tour of the

operating theatres for children, youth and women at

the Women’s and Children’s Hospital.

The aim of the tour was to help consumers on our

peak consumer advisory group understand the

mechanics of daily health care provision in the

Network, to better inform their opinions.

This was the first time that such an intimate and

open tour was conducted in the spirit of person and

family centred care.

Cassie and Riley from the WCH Youth Advisory Group test the new free Mobile Phone Charging

Station, located in the Paediatric Emergency Department waiting room.

Tara Bridge (consumer representative), Lisa Oogjen (consumer representative), Jane

Jennings (Advanced Divisional Director – Nursing), Sina Amabili (Nursing Director –

Theatres) and Allan Ball (Director, Consumer and Community Engagement).

Best Practice Spotlight Organisation® update

In this edition, the BPSO® showcase Rose Ward, a medical and surgical unit that cares for

babies from birth to 12 months of age.

The Rose Ward team is committed to providing optimal care for babies and working in

partnership with consumers and their families. Rose Ward has two BPSO® Person and Family

Centred Care and Care Transitions Workshop Champions - Kristy Klomp and Nahtanha Turner.

BPSO® Champions are clinical leaders who role model a person and family centred care

approach with consumers, family/carers and staff.

What is Rose Ward doing?

Family Huddles – monthly meetings of a practical expression of family centred care and the

model is in line with the Person and Family Centred Care Charter at WCHN, supporting

collaboration communication with consumers

Parent Initiated Care plans – partnerships with consumers by asking “what is important to

you today?” and being given the opportunity to be involved in decision making in their own

baby’s care.

Neonatal Intensive Care Unit/Special Care Babies Unit transfer to Rose Ward process –

to ensure positive families experiences of their transition journey.

Person Centred Key Performance Indicators project – a collaboration with nurses and

consumers to facilitate person and family centred care. Data is collected including consumer’s

and families stories to inform improvements to care.

Person and Family Centred Care letter box – consumers feedback to support our

Organisation and Rose ward, one of the BPSO® data collection areas. The letter boxes were

designed by a local artist and funded through WCH Foundation in collaboration with

consumers and the Consumer and Community Engagement Unit.

Family Support Volunteers – a service for families if they choose to go off the ward or they

may not be able to come in everyday, so this enables somebody to be close to your baby.

They also provide support for family/carers with friendly conversations.

The difference these projects make to families, who appreciate and value the commitment to

person and family centre care.

Person and Family Centred Care Awards September Monthly Winner:

Cate Fanning – Midwife, Midwifery Group Practice

A key pillar of person and family centred care

is to treat consumers and their families with

dignity and respect. Working with and

advocating for consumers during stressful

procedures makes the consumer feel well

cared for and safe.

Cate received praises from consumers who

wanted to thank her for her support and care.

A consumer wrote “I recently gave birth to my

second child and this experience was 1000

times better than my first birth due to the

continued care with the same person – CATE!

Being AMAZING! Cate made me feel so much

better about giving birth and during was super

calming and professional while being

personable. Nothing was an issue for Cate

and all the time I felt in control of my own birth

experience”.

Cate is a perfect example of providing positive

engagement and ensuring that we continuously work in partnership with consumers;

promoting empowerment and shaping excellence in care.

Congratulations Cate! A very well deserved Monthly Winner.

September Person and Family Centred Care Award Recipients

Peter Lee – Antenatal and Gynocology

Deborah Tardrew – Special Care Baby Unit

Karen Tucker – Child and Family Health Service, Norwood

Tracey Wilkins – Torrens House

Cherith Frisby-Smith – Torrens House

Wendy Turner – Torrens House

Rochelle Sanders – Kate Hill Ward

Cate Fanning – Midwifery Group Practice

Averal Dunn – Midwifery Group Practice

Pauline Clune – Torrens House

Brad Allen – Torrens House

Torrens House

Cassia Ward

Emma Baker – Paediatric Emergency Department

Harvey Lewis – Paediatric Emergency Department

Katrina Clark – Paediatric Emergency Department

Monique Anninos – Paediatric Emergency Department

Malcolm Higgins – Paediatric Emergency Department

Amelia Plowman – Paediatric Emergency Department

Chris Sprod – Digital Media

Kathy Mattner – Postnatal Ward

Antenatal and Gynaecological Ward

Annabel Hobbs – Campbell Ward

Nicole Boyle – Campbell Ward

Adele Kroschel – Campbell Ward

Play Picnic Program – Psychological Medicine

SA Health Awards

Check out the latest information on the SA Health Awards finalists. The WCHN is well

represented with six finalists, including the Consumer Coffee Club, which is representing WCHN

for the fourth year in a row for the Consumer and Community Engagement Strategy.

Well Done to Tara and Sharon. Let’s get our frocks lined up!

Person and Family Centred Care WCHN Consumer Coffee Club

Finalist, Partnering with Consumers, Carers and Our Community

More than a chin-wag, the Person and Family Centred Care WCHN Consumer Coffee Club is a

fortnightly feedback experience. Gathering consumer feedback moves beyond the norm created

through surveys and transformed into a relational-based exchange aimed at understanding root

causes getting in the way of excellent care provision. A team of trained consumer representatives

with recent lived experience have actively engaged over 500 families in a 20-month period.

Team T cell

Finalist, Minister’s Innovation Award

Team T cell is developing new immunotherapies to treat cancer using the patient's own T cells,

and is developing new ways to deliver these therapies cost effectively. This innovative

translational research uses CAR-T cells that only recognise the cancer cells and destroy them,

while ignoring healthy tissues. This approach has the potential to drive cancer into permanent

remission and does not require chemotherapy.

Multi-disciplinary Surgical Team ‒ Criteria Led Discharge Project

Finalist, Enhancing Hospital Care

National benchmarking identified length of stay of patients with uncomplicated appendicitis at

WCH was longer than our peers. Criteria lead discharge (CLD) protocol with standard post-

operative management was developed. Adoption of the protocol resulted in reduced length of

stay by 30% with reduced inpatient costs via rationalised use of intravenous opioid analgesia and

post-operative antibiotics. A study was conducted which has been published in the RACS ANZ

Journal of Surgery.

Oncology Education Advisory Group

Finalist, Excellence in Non-Clinical Services

The Oncology Education Advisory Group is a multidisciplinary group. The aim of this group was

to review educational practices and services and to make recommendations and improvements to

the education services for children with cancer. Outcomes include an education pathway; school

visit program; cultural change around education; Oncology Education Planning Group (OEPG);

outpatient and inpatient education service; and streamlined accessible program and transition

between hospital, school and home.

Rebecca May

Finalist, Young Professional of the Year

Rebecca is a dedicated, hard-working RN with a passion for improving Neonatal Palliative Care

at WCH, particularly services and support for families in the Neonatal Nursery. She has made a

significant impact on the delivery of palliative care to neonates by driving the creation of a

dedicated space called the Mayfly room so experiences families have with their baby requiring

this specialised service at this difficult time is improved.

Translating the National Safety and Quality Health Standards into Practice using Online

Learning

Finalist, Improving Safety and Quality

The development and delivery of 22 online courses to support the implementation and application

of the National Standards to practice has improved the efficiency and access to quality learning

for all SA Health staff. SA Health staff have embraced the new learning opportunities and there

have been more than 160,000 course completions to date. Evaluation feedback has been

overwhelmingly positive highlighting how staff practice will change as a result.

Consumer rewind: A spotlight over the past 31 days Consumer and Community Engagement

Darlene and Debbie have been working with the Consumer Feedback Coordinator

reviewing the efficacy of the complaints process within the organisation.

Kids Klub gathered on 13 October.

66 parents and children have participated in the weekly consumer feedback survey.

An evaluation of the effectiveness of the See & Treat Service in Paediatric Emergency

Department commenced through an online survey.

32 parents accessed both the roving consumer coffee club and consumer coffee club in the

café.

Members from ELECT participated in the Festival of Now, an event that promotes mental

health and resiliency.

The Disability and Complex Care team, participated for the first time in the KYD-X (Kids

and Youth Disability Expo). Aimed at people under 25 years of age with a disability, families

and their carers; it allowed the community to become more informed of WCHN services.

Youth Advisory Group quarterly meeting occurred on 9 October, with 18 members present.

Consumer and Community Partnering Council gathered on 16 October with all

members present.

Director Consumer and Community Engagement met with Philippa Rokka from the Men B

Virtu study to provide consultancy on how to develop a student advisory group to support

engagement of young people through the next phase of the research trial.

Consumer chairs of the Consumer Governance Structure were able to provide input into

the design of the 2017 year in review document. A first draft was produced with 21 authors

contributing to the booklet.

Youth Advisory Group, sub-group met on 30 October and supported the development of a

Passion Project video script and continued writing the storyboard for the Welcome to the WCH

video.

34 WCHN staff and consumer members joined the Director Consumer and Community

Engagement to hear about the 2018 Passion Projects.

Teams from Paediatric Medicine and Child Adolescent Mental Health Services attended the

quarterly School Ambassador Program at Adelaide West Special Education Centre. It was

a different focus for the program, as they team learnt to use and communicate with children

and their families who require devices to talk.

Julie, Flinders University Masters Social Work student worked with Anita from the Clinical

Practice Development Unit to capture visual stories of person and family centred care

from women in Postnatal. The stories will be made into staff badges this month.

Education, Training and Development

Lily has been supporting the BPSO training with the Clinical Practice Unit.

An evaluation of the Person and Family Centred Care, Act Now Theatre training was

conducted. Evaluation write up is currently available on Basecamp.

Director Consumer and Community Engagement participated in a Social Work Student

Learning Circle Q&A panel for all WCHN social work students. There was a

focus on what does public engagement look like in a modern tertiary

healthcare organisation.

On 9 October, Executive Director Corporate Services, Mr. Phil Robinson; Deputy Executive

Director Medical Services, Dr James Rice, Co-Chair Person and Family Centred Care

Network Steering Group, Ms. Lily Griffin and Director of Paediatric trauma, Dr. Rebecca

Cooksey; delivered a 60 minute session at the Medical Grand Round introducing the

concept of Person and Family Centred Care. Lily spoke about the benefit to doctors of the

approach through a consumer lens whilst Dr Cooksey used it as an opportunity to promote the

benefits of using the charter to deliver quality improvements. Next steps were discussed,

including the organisational approach to Choosing Wisely, Passion Projects, Ask Me To

Explain Campaign and the Welcome to the Women’s and Children’s Health Network booklet.

Safety and Quality

Family Huddles continued with Rose, Antenatal Gynaecological, Newland/Kate Hill and

Michal Rice Centre all hosting a Family Huddle within the past 30 days.

Antenatal Gynaecological Ward completed a six week recruitment process for consumers

and carers to participate in a three month quality improvement project activity starting at the

end of November.

Child and Family Health Service (CaFHS) hosted their monthly Safety and Quality

Committee which actively engages consumers as standing members on the board.

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: Allan.Ball@sa.gov.au

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.