wchn consumer and community newsletter – issue 32, april 2018 · engaging workshops, interactive...

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WELCOME As Consumer Representatives there are three approaches to storytelling: to inspire, educate and challenge. Storytelling is a powerful way to bring focus, draw attention or promote empathic involvement. When consumers tell their story, keep in mind, the grief they share has softened them; the heartache they share has wisened them and the suffering they have endured has strengthened them. Active listening is an intergrated, consumer experience that will grow you. Inspire: Stories of hope and encouragement or even sadness or grief based on the human experience tend to move people. They can shift people towards empathic involvement or encourage giant leaps of innovation. Educate: To bring therortical compliexities to life. clinicans and health corporate workforce must remember the distinction between providing healthcare service and experiencing it as a consumer. Healthcare is an integrated experience, but caution must prevail, if a clinican believes they can recall what it is like to be the consumer. Experience is personal, experience must be lived and experience cannot be made up. Storytelling is critical to collaborative healthcare practice. Challenge: A story used right, can often provoke an altered thought process, as different experiences lend people to think about varied solutions. When stories are used or feedback is shared, challenging does not mean blame or guilt; it encourages reflective practice by asking “have we seen it from this perspective”? It is about encouraging people to think about viewing a sceniro from different vantage points and to do this through an appreciative enquiry lense. A story must be felt, not just heard. Now we know the formula; how frequent and where do stories need to be shared. A consumer story must have a specific purpose and the intent of the story must be given equal consideration. In April, as the state celebrates SA Youth Week, the WCHN Youth Advisory Group and WCHN Kids Klub will host a Grand Round on 18 April to share thie rcollective story. They will showcase what they have been up to in their first 24 months, launch the WCHN Child and Youth Engagement Framework and clinican vlog response to T.U.N.E. Core to this is the essence of story telling, in a developmentally appropriate manner and everyone is encouraged to come along. In another newsbite, the organistion will welcome our new Chief Executive Officer on 9 April, Mrs. Lindsey Gough. Lindsey along will other member of our Executive team will attend the Grand Round. . Allan Ball | Director Consumer and Community Engagement Issue 32 - April 2018 Nothing about children and young people, without children and young people. What’s happening in April 2018 Consumer Governance Updates SA Youth Week Look back over the past 30 days

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Page 1: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

WELCOME

As Consumer Representatives there are three approaches to storytelling: to inspire,

educate and challenge. Storytelling is a powerful way to bring focus, draw attention or

promote empathic involvement. When consumers tell their story, keep in mind, the

grief they share has softened them; the heartache they share has wisened them and

the suffering they have endured has strengthened them. Active listening is an

intergrated, consumer experience that will grow you.

Inspire: Stories of hope and encouragement or even sadness or grief based on the

human experience tend to move people. They can shift people towards empathic

involvement or encourage giant leaps of innovation.

Educate: To bring therortical compliexities to life. clinicans and health corporate

workforce must remember the distinction between providing healthcare service and

experiencing it as a consumer. Healthcare is an integrated experience, but caution

must prevail, if a clinican believes they can recall what it is like to be the consumer.

Experience is personal, experience must be lived and experience cannot be made up.

Storytelling is critical to collaborative healthcare practice.

Challenge: A story used right, can often provoke an altered thought process, as

different experiences lend people to think about varied solutions. When stories are

used or feedback is shared, challenging does not mean blame or guilt; it encourages

reflective practice by asking “have we seen it from this perspective”? It is about

encouraging people to think about viewing a sceniro from different vantage points and

to do this through an appreciative enquiry lense.

A story must be felt, not just heard.

Now we know the formula; how frequent and where do stories need to be shared. A

consumer story must have a specific purpose and the intent of the story must be given

equal consideration.

In April, as the state celebrates SA Youth Week, the WCHN Youth Advisory Group and

WCHN Kids Klub will host a Grand Round on 18 April to share thie rcollective story.

They will showcase what they have been up to in their first 24 months, launch the

WCHN Child and Youth Engagement Framework and clinican vlog response to

T.U.N.E. Core to this is the essence of story telling, in a developmentally appropriate

manner and everyone is encouraged to come along. In another newsbite, the

organistion will welcome our new Chief Executive Officer on 9 April, Mrs. Lindsey

Gough. Lindsey along will other member of our Executive team will attend the Grand

Round.

.

Allan Ball | Director Consumer and Community Engagement

Issue 32 - April 2018

Nothing about children and young people, without children and young people.

What’s happening in

April 2018

Consumer Governance

Updates

SA Youth Week

Look back over the past

30 days

Page 2: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

CONSUMER TRAINING

THE DETAILS FOR WHO

Masterclass: Meetings, and

Safety and Quality Methdologies

An interactive skill-buillding workshop to

understand how safety and quality decision

making occurs and a chance to develop your

confidence speaking up in meetings.

Delivered by Director, Safety and Quality and

Director, Consumer and Community

Engagement.

5 April. 9:30am – 11:00am.

RSVP to Allan

All consumer and carer

representatives

WCHN Kids Klub and Youth

Advisory Group Grand Round.

Hear from our young consumers about their

journey establishing South Australia’s peak

health consumer and carer advisory groups.

18 April. 12pm – 1:30pm.

RSVP to Allan

All consumer and carer

representatives

Grand Rounds (Lecture series on

innovation, health and research)

4 April. Improving Trauma Care for children

and adolescents in our region. Presented by

A/Prof Nicole Williams, Dr Rebecca Cooksey

and Ms Jackie Winters.

11 April. Meet our new CEO.

18 April. Kids and teens takeover

All consumer and carer

representatives

CONSUMER VACANCIES

MONTH EVENTS BASECAMP

New vacancies click here. Event schedule for March click here. Your Child’s Health and

Development birth to 6

years, plan on a page.

OTHER INFORMATION

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

TRAINING AND DEVELOPMENT

Page 3: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

WCHN Citizen Jury

With two hot topics and six jurors ready to go, our Citizen Jury met in March to review:

Child to Adult Transitions

What has happened in the last 12 months in the GP Liaison Unit.

There were a few key milestones for the Jury. Firstly, a Consumer Representative joined staff as an expert

witness. Expert witnesses provided valuable knowledge and insights into specific cases to help jurors deliberate

and inform verdicts. Since the beginning of the Jury, expert witnesses have typically been staff, but for this Jury a

Mother who has accessed Rehabilitation Services with her son sat alongside other transition services staff

members. Secondly, the Jury welcomed it’s first father as a jury member.

Six verdicts were reached, with two verdicts focusing on GP Liaison service, including consulting wider with the

WCHN consumer database around the experience of accessing a GP and further transparency in the role of the

GP Liaison Unit to the community. The other four verdicts focused on transitions and ensuring the adult receiving

services are preparing for our teens to provide a smooth service. These four verdicts will look at human

resourcing, communication, transparency of information and role clarification. .

In May, the Jury will be looking at criteria-led discharge; what is happening in this space and how to advance the

consumer voice.

Spotlight for GP Liasion Unit

The General Practice Liaison Unit (GPLU) at the Women's and Children's Hospital (WCH) is a new patient care

initiative to improve the coordination of care for South Australian children living with Asthma and other chronic

conditions. The GPLU has been established through a partnership between the Adelaide Primary Health Network

(PHN), Country SA PHN and the Women's and Children's Health Network.

The GPLU aims to strengthen communication and integration between the hospital and treating GPs, giving

children with chronic conditions the best possible care.

Some of the goals in the last 12 months have been:

Development of the “Do you have a ‘usual’ GP?” brochure, which was developed with consumer advice and has

been distributed throughout the hospital.

Establishment and maintenance of the GPLU webpage including referral pathways, clinical resources, education

opportunities for GPs and links to consumer and community engagement resources.

Establishment of a GP database, including GPs with an interest in paediatrics.

Mapping of practices within 10km of WCH, including GPs with an interest in paediatrics and willingness to see

children at short notice. A map is currently sitting in the Paediatric Emergency Department giving waiting

families options for non-urgent problems, which may assist in reducing wait times.

Conducted audits of quality and timeliness of GP referrals and paediatric discharge summaries.

Surveys of GPs, hospital clinicians and consumers (developed with consumer input) to understand the

challenges of managing asthma and type 1 diabetes, and to explore communication issues.

Identification of GP paediatric education needs. Behavioural issues is the key reason GPs refer children to the

Paedeatic Outpatient Clinic.

Working on development of discharge summary templates to enable improved communication to GPs for clinical

handover and to flag potential mental health issues in certain groups of patients.

Ongoing exploration of potential hospital avoidance strategies in relation to children with chronic conditions with

frequent admissions. An example might be developing more clear shared care plans between families, and

hospital and community services (including GPs)

CONSUMER GOVERNANCE

Page 4: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

Identification of key opportunities relating to Paediatric Emergency Department presentations which might be

safely avoided, including identification of key consumer drivers leading to children seeking care at hospital

rather than in primary care.

Influencing culture within WCH about the importance of the GP.

Liaising with Indian and Pakistani Doctors Associations to explore strategies to increase proportion of patients

from such cultural backgrounds to have a regular GP.

Supportive of, and heavily involved in, the rolling out of the Health Pathways across the state.

Taking calls from GPs and hospital staff, following up Discharge Summaries or outpatient letters, linking families

with GPs in their region or connecting GPs to appropriate resources/services within our Health Network. In

March, the GPLU used Basecamp to consult with the wider community on three areas to help inform an 2018 /

19 action plan. The action plan is currently being created. To find out more about the GP Liasion Unit visit the

website.

Youth Advisory Group Sub-Committee

In March, nine of our Youth Advisory Group (YAG) members met as part of the YAG communications sub-

committee. YAG welcomed one of our newest members, 12 year old Anand, who participated in his first meeting

saying "it was not boring, it was actually pretty fun". The group were able to vote, plan, create and discuss nine

items, endorsing five actions:

1. The final drawing created by children as part of the WCHN Kids Klub, that will feature in children's wards, play

areas and waiting rooms explaining the importance of infection control.

2. A set of images to feature in corporate areas around the WCH to educate child and teen patients and visitors

about the importance of infection control.

3. The final version of the "Ask me to explain" folderpromoting three questions that children, teens and parents

can ask staff in the Paediatric Emergency Department, whilst providing a space to write questions to support

shared decision making.

4. The final storyboard and script for an "informed consent" children's video that will be animated and feature the

voice of YAG member Riley. One of the significant changes was to ensure that there was a meaningful

metaphor to help children understand informed consent better.

5. A Kids Klub graphic installation that can sit alongside the SA Health logo to promote the WCHN Kids Klub.

Page 5: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

In between their endorsements, members planned for the upcoming Grand Round on 18 April, where the kids will

be taking over.

A big feature of the Grand Round will be creating a kid-friendly environment in a not-so-kid friendly space, whilst

giving the audience a chance to participate.

Additionally, the group were asked to comment on a design for a Child Adolescent Mental Health Services care

plan.

SA Conference 2018 “Power, Diplomacy and Influence”

A big three days for Riley and Kaila

Run by United Nations Youth, South Australian branch with the support of OK Kids, Council of the Care of Children and the

Commmissioner for Children and Young People South Australia, the SA Conference 2018 “Power, diplomacy and influence”

was attended by two of our YAG members, Kaila and Riley. Run entirely by young people for young people, the conference

was an eye opening, powerful experience.

The three-day conference allowed our YAG members to partner with other South Austrlaian peers to delve into the role of

diplomac. They learnt how influence takes place, from grassroots activism to the halls of the United Nations, through

engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United Nations

Debate!

YAG members represented the vision of the group, “YAG is committed to developing a healthy and resilient health system

for children and young people designed in partnership with children and young people.”

Kaila commented: "We learnt about power, and that there is soft and hard power. You don't need to be the top of your

country for your power to influence people. You just have to believe in what you are trying to change. We also learnt about

adults not taking children and young people seriously, so I think we need to change that by getting more adults on our side."

Kaila and Riley will provide a report back to the Youth Advisory Group this month.

Page 6: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

CONSUMER

GROUP

KEY THEMES BY NUMBERS

Consumer and Community Partnering Committee (CCPC)

Endoresed Consumer and Community Engagement Management Vision

Explored raw data from the WCHN Consumer Strategy Evaulation

Celebrated Jason Cutler being named semi-finalist in Channel 9 Young Achiever Awards

7 Correspondance Items

2 Focused Consutlations

1 Endorsedprocedure

5 Operational Reports

WCHN Cultural

Roundtable

Endorsed new procedure

Reviewed ‘Drop the Jargon’ consultation feedback

4 Reports 2 Consultations 7 Members 2 Recommendations

Child and Family

Health Service

Committee

Endorsed Family Huddle trial for Torrens House

Consultation on universal service care plan

Endorsed CaFHS “who we are poster”

Endorsed Safe-Way poster

7 Members 2 Endorsements 70 minute consultation: what could care planning look like

1 Bright idea about engaging young parents

WCHN Citizen Jury

Triggered a consuiltation on GP support and liaison within the community

2 New Jurors

1 Project Updated

6 Verdicts Created

2 Cases for Review

YAG Sub-Group Endorsed ‘Ask me to explain’ final product and folder

Poster design for Infection Control

Designed a Kids Klub graphic device

Planned for the April Ground Round

12 Members, including 1 new member

3 Endorsements Esculted a new issue to the Consumer and Community Partnering Committee

Used Hot-Dot methods for real-time polling in the meeting.

CAMHS Consumer Committee

Healthcare rights procedure review

1 Guest 2 Endorsements 2 new items Group brainstorm for a conference paper

To find out more about what happens in real-time, sign up to Basecamp. Visit our website to learn how to get

involved. Invitations are open to WCHN staff, consumers, caregivers, family members and community members.

CONSUMER GOVERNANCE UPDATES

Page 7: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

4 Consumer Surveying on experience WCH Campus. 11am – 1pm. Women’s Wards.

4 Expression of interest closes for Youth, Women’s

Wellbeing and Safety Division

VACANCIES

5 Masterclass: Meetings + Safety and Quality

Methdologies

Alan Crompton Boardroom. 9:30am – 11:00am. RSVP to

Allan.

6 Special Staff Engagement Consultation. Caring

and Kindness on the telephone

See Allan for further details.

9 CaFHS Consumer Advisory Committee Telehealth Meeting Room. 12pm – 2pm. WCH Campus.

11 Consumer Surveying Children's Wards.

11 YWSWS Consumer Engagement Committee See Allan for further details.

11 WCHN Building and Development Strategy

Committee

WCH Campus. 8am – 10pm. Executive Boardroom.

13 CAMHS Consumer Advisory Committee CAMHS Training Room. 10am – 12pm.

12 Roving Consumer Coffee Club WCH Campus. 10 – 11:30am.

16 YAG Quarterly Meeting Executive Boardroom. 11am – 1pm.

16 Ask me to Explain Campaign Launch See Allan for further details

17 Person and Family Centred Care Committee Alan Crompton Boardroom. 9am – 10am. WCH Campus.

18 YAG and Kids Klub take over the Grand Round WCH Campus. Queen Victoria Lecture Theatre. 12pm –

1:30pm. RSVP to Allan.

18 Consumer Surveying WCH Campus. Children's Wards.

19 Kids Klub WCH Campus. Alan Crompton Boardroom. 10am – 1pm.

RSVP to Allan.

19 Strong Kids Aboroginal Expo See Allan for futher details.

19 Youth Volunteer Framework Development PAG WCH Campus. Consumer Lounge. 8:30am – 9:30am.

26 Consumer Coffee Club WCH Campus. 10 – 11:30am. Cafe Level 2.

30 Youth Advisory Sub-Group WCH Campus. 3:30 – 4:40pm. Alan Crompton

Boardroom.

Date for your calendar

Consumer Governance Committee

Open event or invitation, requiring an RSVP

Special event

WHAT IS HAPPENING IN APRIL

Page 8: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

SA Youth Week (13-22 April)

South Australian Youth Week intends to be the state’s biggest event for young people aged 10-25 years. It aims to get as

many young people as possible involved in creating it, right from the start, to make the event a true community partnership.

Between 9 – 16 April 2018 there will be a variety of events, festivals, forums, workshops and exhibitions, where young

people share their talents and ideas and have a say about things that are to them occur. The theme for SA Youth Week 2018

is 'Your Future - Your Way' – It emphasises the value of young people’s ideas, skills and resilience in local communities, and

champions the benefits that their wide variety of unique backgrounds, interests, identities and perspectives can bring to us

all.

The YAouth Advisory Group want all young people to feel good about themselves, their decisions and life choice. The theme

for the state is interpreted in many different ways; ideally it reflects comfort, good spirits and positive energy.

Our objective

The YAG aim to create a safe and respectful series of WCHN events where young people can participate and better

understand about women’s and children’s health care professions, places and spaces.

What we will deliver

SA YOUTH WEEK

12pm, 18 APRIL

YAG AND KIDS KLUB TAKE OVER THE GRAND ROUND

THROUHGOUT APRIL

YOUTH GUIDE TO PLACES AND SPACES SCAVENGER HUNT

When young people are presented with

oppurtunties, this is when young people thrive.

WCHN Child and Youth Engagement Framework

T.U.N.E by clinicans vlog

Launching:

Page 9: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

Art of consumer story telling

WCHN uses stories at in meetings, corporate orientation and target educational exchanges to bring focus to

issues; but only when the story intends to inspire educate or get the audience emotionally charged.

The WCHN chooses to value a developmentally appropriate approach to story telling. Children’s stories are

captured in artwork for student orientation, youth voice is demonstrated through role-plays as evidenced by the

annual theatre production of person and family centred care, and sound clouds are used to convey stories from

culturally diverse women. Capturing and conveying consumer stories is a process and outcome of effective

consumer engagement in healthcare.

The Consumer and Community Engagement Division, in partnership with its consumers, wrote the Partnering with

Consumers: Workforce Educational Development Framework (2015) to guide staff to sensitively and respectfully

use consumer stories.

To understand if a story should be applied, follow these steps:

Will the story inspire, educate, challenge or get the audience emotionally charged?

What is the intent of the story?

Is a consumer available to share their story or will a WCHN staff member convey the meaning of the story?

If a consumer is telling their story; have they been supported (briefed, reimbursed, debreifed)?

If a consumer is not telling their story, do you have permission and consent, have you practiced it with the

consumer who shared the story and do you understand the intent?

Does the story have a place on the agenda?

If you are using a child or youth story, have you thought about an appropriate methodology (artwork, vox-pox,

leet language, emoji, play-based, role-play)?

To request your copy of the framework, contact Director Consumer and Community Engagement.

Aboriginal Health Plan and Aboriginal Workforce Strategy

On 15 March (National Close the Gap Day), WCHN marked an important

milestone with the release of two key reports that will guide our Health Network’s

approach to delivering health services to Aboriginal people into the future.

Our Aboriginal Health Plan 2018-2022 is an important next step in our journey of

tackling indigenous disadvantage and adverse health outcomes, while our

Aboriginal Workforce Strategy 2018-

2022 identifies the drivers required to

build our Aboriginal employee numbers

to ensure that we can provide culturally

safe and competent services to

Aboriginal babies, children, young

people, women and their families.

Both these documents represent

important work that has been developed

around a robust framework of consultation with our Aboriginal

communities, staff and key external partners.

These reports areavailable from the WCH website.

NEWS FEED

Page 10: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

2017 Consumer Safety and Quality Report

The WCHN 2017 Consumer Safety and Quality Report is available from the

WCH website.

This is the third annual Consumer and Community Safety and Quality Report,

and within it you will see evidence of our commitment to building and sustaining

excellence in care. The report was first published in 2015 as a response to the

Consumer and Community Engagement Strategy 2015 – 2018 and is a way of

promoting outcomes, data and innovations to the local community.

It showcases how partnerships between staff and consumers have led to

ground-breaking initiatives that form a solid foundation of a modern acute and

community health care service.

Robinson Research Forum

The WCHN adopts the National Health and Medical Research Council model and framework for consumer and

community participation in health and medical research, and recently five of our Consumer Representatives

worked with the Robinson Research Institute (RRI) with Adelaide University to guide future research directions. As

part of the research cycle our consumers helped the RRI decide how to conduct future research by commenting on

the literacy of consent forms, framing questions and proposing risks/benefits to our research community.

WCHN Consumer and Carer Research Engagement Model

Page 11: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

The topics covered in the interactive session included:

Does prolonged use of paracetamol and other mild analgesics contribute to impaired fertility and increase the

risk of male urogenital defects by Alice Rumbold

PCOS in adolescents, and strategies to improve blood vessel health in childhood including transcendental

meditation by Alexia Vargas and Stephanie Bryne

Fibromyalgia by Carolyn Berryman

Domperidone for increasing breast milk supply in mothers of preterm infants by Luke Grzeskowiak.

Alice Rumbold, RRI researcher commented “as a researcher I got a lot from the session, including things that I

wouldn’t otherwise have thought off”. Julieanne, a Consumer Representative added "Being involved as a

Consumer Representative with the Robinson Research Institute gave me incredible insight into amazing research

that is being undertaken".

“It was good to be able to participate and share our experiences. Our ideas were warmly received by the researchers”. LANA

Page 12: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

Conference attendance

On 6 March 2018 Consumer Representatives joined Director, Consumer and Community Engagement for the

Children’s Healthcare Australasia (CHA) Special Interest Group for Child and Family Centred Care. WCHN has

been chairing the committee for the past 12 months. At the March meeting, utilisation of patient stories for clinical

outcomes was discussed, alongside the launch of a new online CHA community of practice. Four actions resulted

from the meeting:

1. WCHN will feature the Child and Youth Engagement Framework at the June 2018 meeting.

2. Our Consumer Co-Chair from the Committee, Lily, will now attend these special interest groups.

3. Our outcomes from the group will be tabled at the WCHN Person and Family Centred Care Committee

(PFCCC).

4. The use of capturing children’s stories using video will be discussed at the PFCCC meeting in May, with the

intent of reminding WCHN staff of one of our core purposes.

Tiffany, Lily, Julie and Allan on the Teleconference

Page 13: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

SA Paediatric Chronic Pain Service

The WCHN launched the South

Australian Paediatric Chronic Pain

Service, a specialist service for the

early intervention and care of

young people experiencing

persistent severe pain on 2 March

2018.

Chronic pain is commonly accepted as

pain persisting for more than three

months, or beyond the expected

period of healing. Chronic and

recurrent pain may be present in up to

20-40% of children, and is increasingly

recognised as a significant paediatric

health problem associated with

suffering and resource utilisation.

The shared experience of children and families living with chronic pain is distressing, something that is reflected in the

frustrations of clinicians trying to care for them.

In February 2016 consumer and community engagement occurred, centred around a face–to–face forum with

current and previous consumers who access the WCH for pain-related treatment. The forum which focused on

five questions (below) enabled the business and feasibility plan to develop so the consumer voice was at the core:

1. How easy was it to find support within the health care system for your child with pain and when you found

support who was it from?

2. What difference did it make when you found support from someone who was knowledgeable about your

child’s condition?

3. At the lowest point in your journey what did you need from the hospital that you didn’t get?

4. What could we do better in managing your child’s pain?

5. What was done well in managing your child’s pain?

The Chronic Pain Service brings together expertise from many different clinical disciplines under the auspices of

the Allied Health, Complex, Sub-acute & Spiritual Care directorate.

The team will work together with young people and their families to develop a pain management plan and provide

education and resources to help them actively participate in their own care.

YOU SAID – WE LISTENED – WE DID

Feburary 2016 Consultation with the Community

Page 14: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

Enhancing Person and Family Centred Care

In February our Consumer Representatives from

the Consumer Coffee Club and Volunteer

Surveying provided feedback from consumers

and carers that there are some common

questions that can go un-answered. A think-tank

was convened by the Consumer and Community

Engagement Division, and in parternership with

Corporate Communications two strategies are

now in trial.

Our internal staff eNewsletter now features

frequently asked questions from our consumers

and carers and provide responses to equip our

staff. These questions are based on direct

themed feedback from our consumers and carers.

We have also educated our staff to use the

Welcome to the WCH and Welcome to WCHN

booklets to fully inform our consumers about our services and ways they can be involved in their care.

Improving communication and access to information that is accurate, is one of the four pillars of the Person and

Family Centred Care Charter.

Communication for children with complex needs

As part of our approach to supporting

communication needs for our children and young

people with complex communication needs,

Loran French and Debbie Marshall from Adelaide

West Special Education Centre delivered an

insight interactive lecture in late February.

The presentation is one of multiple strategies

aimed at improving staff literacy and experience

collaborating with children with complex

communication needs. One of the next strategies

is to develop an e-library through the Clinical

Practice Unit.

In April, a tips page to communicate with children

will be added to the WCH website, under the

Community Engagement page. A more

comprehensive e-library, including the

communication charter will be available for staff.

Screenshot of the Around the Region March 2018 with Q&A

Allan, Debbie, Lorna and Jenny

Page 15: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

Update on the Allied Health Passion Project by Tara Beaumont, who is co-desinging a culturally

appropriate antental physio education session for Aboroginal consumers and carers.

The WCH Human Research Ethics Committee (HREC) and Aboroginal HREC approved the project in early March,

which was an important step to enable the outcomes of this project to be shared more widely. Focus groups will be

run in April with the Aboriginal community.

I am a second year Social Work Masters student at Flinders University, with a background in Psychology. I am a strong advocate for the rights of consumers, particularly children and young people, to actively participate in making decisions that impact on their lives. I hope to specialise in working with children and young people, applying a non-pathologising approach to disengagement and mental distress. In January I had the pleasure of meeting Allan Ball, Director Consumer and Community Engagement, and was invited to commence my first learning placement with the WCHN Consumer and Community Engagement Division.

My role during placement

Over the next four months, I will be acting as lead researcher in evaluating the effectiveness of the WCHN

Consumer and Community Engagement and Responsiveness Strategy 2015 – 2018. Key responsibilities include:

Interviewing key stakeholders

Producing a written history of how the WCHN partner consistently, authentically and meaningfully with

consumers and community

Providing evidence-based and stakeholder-informed recommendations for developing the 2019-2024 Strategy.

I also worked with Sandy Keane, Events Coordinator, in planning the Migrant, Refugee and New Arrivals

Community Expo during Cultural Diversity Month (March). The expo was a huge success, with eight new

stallholders this year and the development of new relationships with local high school students as young

ambassadors of the WCHN.

My learning so far

I have been impressed by the variety of ways in which the WCHN creatively and authentically partner with young

consumers to keep them informed and actively engaged, and ensure that the organisation is effectively and

consistently tuning in to the needs, values and preferences of young people who access the health service.

Person and Family Centred Care: What it means to me

For me, person and family centred care means placing the consumer, their family and carers at the heart of

everything we do. In healthcare it means looking beyond the illness or disability to acknowledge and value every

consumer as an individual who has:

Expert knowledge in their own lives

Their own perceptions of what has, or is happening to them and what matters most

The right to be informed and involved in decision making surrounding their own health care.

My goal

I hope to develop skills and techniques to effectively communicate my thoughts and ideas during committee

meetings.

WCHN PASSION PROJECTS UPDATE

INTRODUCING TIFFANY IDLE

Page 16: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

Look back

Four Consumer Representatives attended the

Children’s Healthcare Australisa, Special Interest

Group Person and Family Centerd Care Webinar.

Allan met with staff from Department of Health to

review the action plan to support young carers

within the organisation on 1 March.

Darren, a new consumer representative, was

interviewed for the Consumer and Community

Partnering Committee.

Adolescent Ward hosted its inaugural Family

Huddle on 8 March. A group of five gathered to

discuss what was happening, hear feedback,

provide education and share in decision-

making. The team were fully prepared and ready-

to-go; with talking points for the meeting on a range of

areas that advanced the knowledge of the consumer and carer on the ward. Family Huddles now operate on

Rose, Campbell, Newland, Antenatal and Gynecology, Adolescent Wards and Michael Rice Centre.

SA Paediatric Chronic Pain Service was launched on 2 March with carers, parents and consumers who formed

part of the consultation group at the opening.

CAMHS Consumer Advisory Group gathered on 2 March.

Child and Family Health Services Consumer Advisory Group met on 5 March.

WCHN Consumer and Community Engagement Evaulation consultation with the community closed, with 126

written submissions totalling 131 pages of data.

Consumer Representative, Melissa and Director Consumer and Community Engagement became official

members of Strategic Executive. At the meeting the Health Literacy Committee’s “Drop the Jargon” report card

was presented with a view to endorse recommendations from the consultation. The following were

recommended and endorsed by Strategic Executvie:

> Corporate and Community Orientation for workforce members will include the top 50 words and phrases that

WCHN staff will need to take into consideration when verbally communicating with staff.

> Chief Operations Officer along with senior staff will commence a project that will build a culture of staff

communication focusing on phone etiquette.

> Director Consumer and

Community Engagement

will host a series of roving

shows with the Health

Ltieracy Committee by

visiting divisions to

unpack what the

consultation report data

could mean to their

practice.

CONSUMER & COMMUNITY ENGAGEMENT

Adolescent Ward staff, post inaugural Family Huddle

WCHN Chronic Pain staff with our young consumer and

two carers at the launch of the SA Paediatric Chronic Pain Clinic

Page 17: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

Cultural Roundtable members gathered on 7 March and welcomed new Consumer Representative, Faharana.

Robyn, Susan and Talia participated in Consumer Surveying throughout March whilst Tara, Sharon, Emily and

Julie participated in two Consumer Coffee Club sessions. On 8 March, the SA Health media team shadowed

the Roving Consumer Coffee Club.

Child Protection Clinic Senior Social Worker met with Director Consumer and Community Engagement to

discuss ways of capturing consumer feedback on experience and ultising communication tools to support kids

with complex verbal communication needs.

Health Literacy Committee member Debbie met with WCHN staff including the Director Consumer and

Community Engagement, Facilities and Planning, WCH Web Services, Media and Corporate Communications

to co-design an external media campaign for upcoming building works.

Penny, Phil, Lisa and Allan planned the 23 March Consumer and Community Partnering Committee (CCPC)

Agenda. Based on feedback the agenda was reorganised to prioritise consultative items requiring consumer co-

design and highlighting items requiring noting. The aim is to streamline the meeting, increase member

satisficiation and mature the consumer voice. The CCPC is evaluated after each meeting.

A team from Pharmacy met to look at the feasibility of having a “Happy or not” feedback terminal.

Tara and Penny represented the Consumer and Communtiy Partnering Committee on the WCHN Building

Works program committee.

WCHN Aboroginal Health Plan 2018-2022 and Aboriginal Workforce Strategy 2018-2022 was launched on 15

March (National Close the Gap Day).

Courtney, Angela and Talia participated in their second Volunteer Youth Framework Project Advisory Group. At

the meeting members endorsed the background report on the purpose of the framework and desktop review.

Director Consumer and Communtiy Engagement met with parents from Newland Ward who are now benefiting

from a re-purposed parent retreat.

A Pallative Care Consultation was held on 24 March with 50 families to enhance the grieving process for parents

from culturally linguistically diverse backgrounds.

A brainstorming session was held with key community stakeholders on 22 March to plan for an inclusive

volunteer “thank you” event. This was another direct action from the 2017-2027 Volunteer Strategy for the

WCHN Volunteer Unit to take a leadership role in centralising volunteer support, consultancy and services for

the organisation.

Consumer and Community Partnering Committee met for the first time at a community site (Metropolitan Youth

Health at Christies Beach) on 23 March.

Riley and Kala from the Youth Advisory Group represented the organiation at a three day getaway for the United

Nations Youth Chapter of SA, with the focus on illuminating the importance of primary healthcare prevention.

YAG Sub-Group met on 26 March, alongside other children and young people from the community, as they

captured headshots of why “Tuning into them” matters. The Gallery of TUNE will feature this month and is

supported by the Women’s and Children’s Hospital Foundation.

Heidi and Lana conducted a safety and quality walk-around with staff from Post-Natal Ward to assess the

enhancements of breastfeeding areas within the Women’s and Children’s Hospital.

Person and Family Centred Care Committee met with a team from the Women’s and Babies Division to start the

investigation for a culturally appropriate welcome video for women from cultural and linguistically diverse

cultures.

Page 18: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

On 16 March, Penny our Co-Chair

Consumer and Community Partnering

Council gathered with executive, senior

management, staff and stakeholders

including Sids and Kids SA and

Childhood Cancer to launch The first 48

hours: after your child has died booklet.

In mid-2017 a number of our parents,

family members and friends participated

in a consultation and it was sensitively co-

designed to consider what parents and

caregivers needed in a time

of grief.

Regional Director Allied Health, Acute

and Sub-Acute Care; Heather Baron

opened with a quote from Basecamp "I did not know that this information exsisted and it would have been

benefetical for our family", adding that the need for literate information in the first 48 hours is something our

families have asked for and has now been delivered.

The sensitively written booklet offers both understanding and practical advice about the many matters that need

to be dealt with following a child’s death. Topics include rights and entitlements, legal requirements, how to

explain a death to a deceased child’s siblings, arranging a funeral and, importantly, where a family can go for

support.

Cultural Diversity Month

For 30 days the organisation shined a spotlight on Cultural Diversity with a series of events, training oppurtunties,

community pop-up expo and lectures.

Over 40 teams submitted photo entries as part of “paint the organisation orange” campaign to celebrate the

principle of diversity. On 21 March there were 13 registered events across the Health Network to mark Harmony

Day.

The Migrant, Refugee and New Arrivals Community Expo on 22 March attracted 14 stall holders and was attended

by over 100 WCHN staff champions, volunteers, consumer representatives and consumers. Stalls included:

Australian Migrant Resource Centre STARRS SA

Donate to Life Turbans and Trust

KidSAFE SA Multicultural Youth South Australia Uniting Care SA

Legal Services Commission of SA

Migrant Health Service. SA Health

Nepalese Community Association

Relationships Australia, South Australia. PEACE

Multicultural Services

United Care Wesley Bowden

Welcome to Australia

Women’s Domestic Violence Court Assistance

Service

Women’s Legal Services

A full wrap up of Cultural Diversity Month will appear in the May edition.

Launch of The first 48 hours: after your child has died booklet

Page 19: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

Look back

Four Consumer Representatives attended the Children’s Healthcare Australisa, Special Interest Group Person

and Family Centerd Care Webinar.

Two Grand Rounds were held by members of the WCHN Cultural Roundtable, including Mariloly Reeye Munoz

Team Leader from Multicultural Youth South Australia and Enaam Oudith Manager of the PEACE Program with

Relationships Australia. The focus on the Grand Rounds was to educate staff, volunteers and consumer

representatives about their services and how WCHN can partner with the non-government sector.

Look back

Pam, a Consumer Representative, attended her first Clinical Safety and Quality Operations Committee in

March.

Consumer Surveyors spent 12 hours over four weeks within the hospital encouraging families to complete

Consumer Letterbox forms. They surveyors continue to support consumers, carers and family members to

navigate the processes of providing feedback on experience.

Director Safety and Quality Unit and Director Consumer and Community Engagement met to plan for the April

Masterclass.

The WCHN Consumer and Community Engagement Strategy Evaulation is taking shape with the lead

researcher completing 22 interviews with key WCHN staff, reviewing key documentation such as report cards

and evidence lists, and receiving 126 written responses totalling 136 pages. Questionnaire respondents

identified as (77%) Female, (20%) Male, (1%) Gender Diverse and (3%) Prefer not to say. Participants

described their cultural background as 5 (4%) Aboriginal, 19 (15%) Migrant, Refugee or New Arrival, 11 (9%)

English as a second language and 94 (75%) identified as non-migrant, Aboriginal or CALD. Furthermore, 8

(6.4%) identified as being under 17 years of age whilst 117 (93.6%) over 18 years of age.

Lana, Darlene, Heidi and Debbie met for the second time to finalise a top 10 list that will feature in Corporate

Orientation, to help staff understand the importance of health literacy for women, children and teens.

Mario and Leanne from the CAMHS Consumer Advisory Group attended a Lived Experience Forum with the

Department of Psychiatry.

Lived Experience role for CAMHS was advertised on 23 March. This marks a new chapter for the WCHN as it

is the first Lived Experience role within the Health Network.

EDUCATION, TRAINING & INNOVATION

SAFETY & QUALITY

Page 20: WCHN Consumer and Community Newsletter – Issue 32, April 2018 · engaging workshops, interactive problem solving activities, an array of social activities and a day of Model United

Monthly Award winner – February 2018

Congratulations to Caterina Keelan – Clinical Nurse, Torrens House (pictured),

who was named the monthly winner for February 2018 in the WCHN Person and

Family Centred Care Awards.

A key pillar of person and family centred care is be positive and kind. This gives

consumers confidence to cope and have a positive experience within our services.

Caterina received several praises for the outstanding support she provides.

One consumer said: “Came to Torrens House desperate / last ditch effort at breast

feeding, left confident and positive. Outstanding empathy, knowledge and

attentiveness”.

Caterina’s professionalism is at the forefront of consumer experience helping to

guide them through tough situations.

Congratulations Caterina! A very well deserved monthly winner.

February 2018 nominations

Congratulations also to our February 2018 nominees. Your everyday focus on person and family centred care is

truly appreciated by all at WCHN.

Jenny Johnstone - Torrens House

Caterina Keelan - Torrens House

Cherith Frisby-Smith - Torrens House

Mark Francis - Neurology Department

Trenna Moore - CaFHS Norwood

Rebecca Ponte - Children's Audiology Newborn Hearing

Paula Fragnito - Children's Audiology Newborn Hearing

Chris Onishko - SA Pharmacy

Karen Tucker - CaFHS Norwood

Sue Kent - CaFHS Norwood

All Administration staff - Torrens House

Joanne Pugliese - Paediatric Outpatients

All staff - Paediatric Emergency

All staff - Michael Rice Centre

Rosina Azeez - Michael Rice Centre

Kon Bicanin - Michael Rice Centre

Hayley Salvemini - SA Pathology / SA Clinical Genetics

Shandelle Hill - Michael Rice Centre

Cathy Graham - Oncology Social Worker

Dr Rebecca Manudhane - Michael Rice Centre

Dr Cormac Fahy - Paediatric Anaesthesia

Dr Catherine Powell - Paediatric Anaesthesia

Dr David Barker - Paediatric Anaesthesia

Amanda McFall - Rogerson Operating Suite

Dr Sanjeev Khurana - Paediatric Surgery

Dr Beth Godden - Medical Ward, Paediatric Medicine

Dr Tamas Milassin - Paediatric Emergency Department

Tracy Wilkins - Torrens House

Genevieve Heaslip - CaFHS Jamestown

Annette Barrie - Torrens House

Anne Marie Miller - Torrens House

Deborah Martschink - Torrens House

PERSON AND FAMILY CENTRED CARE

For more details about the WCHN Person and Family Centred Care Awards visit

http://inside.wchn.sa.gov.au/webs/staff_recognition/staffrecognition_PFCCrecognition.html

For more information

Community Engagement Divison 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.