AUGUST 2 0 2 1
ED I T I ON 8
Partnering with Consumers Standard
IMMEDIATE PATIENT FEEDBACK - 'REAL-TIME' PATIENT EXPERIENCE SURVEY
Capturing immediate feedback from patients following discharge in near 'real-time' to drive service improvement, is planned to be trialled in a small number of wards across our hospitals over the coming months. Discharged patients will receive a text message inviting them to rate how likely they are to recommend the health service to friends and family members and the reason for their answer. There is the opportunity for the feedback to be followed up by the nursing unit manager on a timely basis and provides opportunities for improvement. This approach will enable NSLHD to elevate the human experience for our patients and staff. NSLHD has partnered with the Clinical Excellence Commission to develop the survey tool and reporting dashboards housed in the Quality Improvement Data System (QIDS). QIDS is a user-friendly interactive system that provides clinicians and health managers with a single point of access to data, information and tools for the purpose of improving the quality and safety of health service delivery. The data can be reported by ward, service, facility or district level and allows for comparison or benchmarking. The initiative has already received much interest from other NSW local health districts. Contact Daniel.Searle@health.nsw.gov.au for further information.
NEW RESOURCES: CONSUMER AND PATIENT EXPERIENCE New consumer engagement and health literacy resources and learning tools are now available on My Health Learning: 7 Habits of Highly Engaged Committees (Course Code 305574382), learn more about how we can engage effectively with consumers. This is a WSLHD resource that has been shared with NSLHD. Health literacy and Teachback (Course Code: 241744958) - podcast series on health literacy featuring Professor Don Nutbeam. A new QARS audit tool to measure if the Australian Charter of Healthcare Rights (the Charter) has been received and understood by patients and consumers within NSLHD. NSLHD_02_Australian Charter of Healthcare Rights (QARS audit ID: 19850). Developing new consumer resources? The Consumer and Community Partnerships intranet site will guide you through the process of developing health literate consumer resources. The Consumer and Carer Tick will let patients and carers know that the resources have been reviewed and co-designed with consumers who have a lived experience.
CALLING ALL CONSUMER ADVISORS
If you know of a Consumer Advisor who is on your committee (outside of the Consumer Participation/Consumer Advisory Committee/ MHDA Peer Workforce Committee), we want to hear from you. We are strengthening the support we provide to new and existing Consumer Advisors and would like to evaluate Consumer Advisors on their levels of participation and engagement. Please email ThePatientExperience@health.nsw.gov.au for further details.
QUALITY IMPROVEMENT TOOLKITS
The Clinical Excellence Commission has recently launched a series of Quality Improvement Toolkits to support local healthcare teams start and sustain a quality improvement (QI) project focusing on clinical areas where the risk of harm is well recognised. The toolkits, ideal for beginners in improvement science methodology, enable teams to have the capability and confidence to run a quality improvement project. The toolkits include step by step guides to solve small or large problems using the improvement science methodology The first Toolkits available from the Clinical Excellence Commission’s website are:
Amber Care Comprehensive Care - Minimising Harm Last Days of Life Medication Reconciliation Sepsis Venous Thromboembolism (VTE) Prevention
Each toolkit is linked to a Quality Improvement Community of Practice (CoP) that can be accessed through the Quality Improvement Data System (QIDS). Joining a QI CoP allows you to record and track your quality progress and share learning with other teams in NSW.
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