Consumer and Community Engagement Unit Update

Issue 22 – April 2017

Consumer & Community Newsletter

Community Engagement Unit

This month we are celebrating National Youth Week, with a focus on

learning and growing from tuning into our children and young people.

In paediatric healthcare provision there is sometimes a lot of promises to

involve kids and teens, but not much real interaction. Children and young

people are sometimes asked to choose, but seldom are they asked for

their opinion to truly “make” and “shape” decisions. In the WCHN, we

view healthcare provision for kids and teens by starting from a position of

partnership. Our youngest consumers know more than just what it is

happening with their bodies. They want to drive thinking, strategy and

authentic choices. Building agency is the ability for adults to stop doing the choosing and instead

ask and act on kids’ and teens’ choices. This requires adults to share the power and uphold the

promise to focus on children’s and young people’s wishes, desires, hopes and needs. Kids and

young people need to be seen within a lens of the knowledge they provide now, and adults need

to relinquish some of their control by respecting the fact that that children and young people have

rights and responsibilities.

Cooperative health care is no longer an ambition for the Network, but a reality, strengthened by

the WCHN Kids Klub and Youth Advisory Group. This month our Network celebrates the

maturing of the Consumer and Community Engagement Strategy by focusing on the youth voice.

Kick starting the month is National Youth Week, with the organisation set to host three events

including:

Executive and senior leaders work shadowing. Children who were previous consumers will

work shadow eight staff.

A hospital-wide scavenger hunt to promote the Youth Advisory Group’s Youth Guide to Places

and Spaces.

Afternoon tea with teams from MY Health, CAMHS and the hospital gathering to witness the

announcement of the Youth Health Pledge.

One of the most powerful forms of child and teen engagement has been the removal of

obstacles to allow them to “create”, “make” and “shape”. In 2016, the Youth Advisory Group and

Kids Klub were two entities that took some control of developing ideas and in 2017 they will be

implementing quality improvements. From agenda setting, to project selection and solution

design; our young people are respected for what they bring to the dialogue. Members of these

groups remind WCHN staff that one of the simplest ways to partner with young people, is to

really listen to what they are saying. Active listening starts by putting aside your own needs and

starting to ask “what the consumer needs” and actioning it. Check out Morgan’s story for a

reminder of the importance of the child and youth voice.

Happy National Youth Week!

Allan J Ball

Manager, Consumer and Community Engagement

NOTICEBOARD

Save these dates! April 2017

1 Consumer Memo Launched

3-7 National Youth Week

3 Youth Advisory Group (Members Only)

Launch of Youth Pledge

Kids Klub work shadowing

12 WCHN Cultural Roundtable

13 Roving Consumer Coffee Club

18 Introduction to Basecamp (All invited)

18 Youth Advisory Group (Members Only)

18 – 21 Paediatric Division listening post

21 Kids Klub April

27 Consumer Coffee Club

Consumer Engagement Survey Closes

April annual audit

All consumer representatives should complete the annual audit survey on your role as a

consumer representative and provide feedback about what could be done to strengthen

participation. Survey closes 20 April 2017.

Four committees

Type 1 Diabetes monthly teleconference research committee (Endita Study). Email Allan

your interest.

Home Birthing Policy Development committee. 2 x Positions. Email Allan your interest.

Health Literacy Group. 1 x Position. See web for details.

Enhanced Service Delivery Framework. CaFHS. 4 x Positions. See web for details.

In April further information will be provided on Basecamp, the WCH website and via email about

these committees. If you want to be the first to know about the four roles on offer, email Allan.

Training

*Note change of date and time.

Basecamp Tips and Tricks* for WCHN Consumer Representatives and staff.

Tuesday 18 April. 9am – 10am.

Venue: Consumer and Community Engagement Unit (Allan’s Office).

Limited to 10 spots.

Training continued…

Grand Rounds (Lecture series on innovation, health and research).

From January 2017, all consumer representatives signed up to the database can 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 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.

Basecamp news

E-Book Club April 2017

Check out an article from consumer advocate, Darlene Cox title

“Encouraging dialogue – consumer feedback”. Log into Basecamp to

discuss how we can keep consumers involved in having a say and

involved in the analysis process.

Direct Consultation

This month we look at two important questions for the June WCHN Health Citizen Jury.

1. Over the past three months, visitors (including consumers and caregivers) to the Women's

and Children's Hospital have commented that visiting hours at the Women's and Children's

could be reviewed. What is your experience of visiting hours and if they were to

change what would you suggest?

2. How do you know that the treatment and procedures you and your child receive are

clinically relevant? Can you tell us your stories and experiences so we can

understand what needs to be addressed?

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.

Health Consumers Alliance Training: Medical Records.

Wednesday, 3 May 2017

Registrations are open for the May Consumer Advocates Network meeting. The topic for the

May meeting is medical records, followed by other meeting agenda items from 2pm. We

encourage consumers interested in learning about the Enterprise Patient Administration

System (EPAS) and My Health Record to attend.

A light lunch will be served prior to the meeting at 12pm. You can find out more and register

to attend here.

National Youth Week 2017 - You Thrive

The WCHN Youth Advisory Group reminds you of the importance of youth engagement in

community activities and has done so by presenting ten bite-sized educational points.

1. Youth participation is a journey of many steps over a long period of time. Our organisation

has made an investment of time and resources to partner with young people but has also

committed to being flexible as the process of youth engagement evolves.

2. Youth engagement requires adults to tune into our frequency. We do not want to be talked

at, we want to be consulted with; at every decision no matter how small it may be because,

what if it is about us, then it is a big thing.

3. Youth engagement requires staff of the Network to be kind, take the time to get to know us

and inform us about what is going on. It is very important that staff not only know what it is

like to be in our shoes, but to walk in them for a while so they can remind themselves that

being under 18 is disempowering. Remember we are not afforded the same rights as adults

by society and therefore come from a sub-ordinate position. So it is really frightening when

we are at our most vulnerable when we are weak, ill or sick, because people talking for us is

considered helpful, when in fact it is further limiting our voice.

4. Remember to ask us how we would like to be communicated with. Some of us prefer text

messages or emails but for others like to talk face to face without our parents or to have our

friends in the room. Remember point two, tune into our frequency.

5. We want to be included in decision-making but you need to sometimes remind us about

what you require or how to be involved. We have lots of stuff floating around in our

headspace, so if it looks like we are not interested that is most likely us not recalling the

process or opportunity.

6. Having a Youth Advisory Group (YAG) carries a level of responsibility which the Network

needs to take very seriously. Asking young people to participate implies a responsibility to

listen to our ideas. Having a YAG is empowering because it is a process and structure that

affords us a way to make a difference. We will constantly review and reflect as part of being

in the YAG to ensure that change is happening and not just smoke and mirrors.

7. When you ask us for our opinion, be open-minded and prepare yourself for something that

might not come as a typical idea to an adult.

8. Adults do not have to, but when they do partner with us, it is electric and rewarding. It makes

us no longer feel invisible and gives us a chance to have our intelligence respected.

9. Sharing the decision-making with children and young people.

10. Providing opportunities for young people to be heard and have their voices listened to at the

treatment and organisational level.

National Youth Week Activities 2017

The Network has approached National Youth Week in 2017 by celebrating what we can learn

when we actively listen to children and young people. Three events have been planned for

Monday 3 April:

Executive and senior leaders work shadowing. Children who were previous

consumers will work shadow eight staff.

In partnership with Children’s University, the Director, Consumer and Community Engagement

has interviewed over 40 children (previous consumers of the WCHN) to work shadow eight staff

from 12pm – 3pm. The work shadowing is two-fold:

1. Executive staff and WCHN leaders to learn from our children.

2. Children to have a better understanding of the function of staff in the

Health Network to educate their local communities.

The Chief Executive Officer, Chief Operating Officer, Executive Director Corporate Services,

Executive Lead, Allied Health, Director, Consumer and Community Engagement, Manager,

Media and Communications, Manager, Volunteers WCHN and Manager, Engineering will

participate in the work shadowing.

A hospital-wide scavenger hunt to promote the Youth Advisory Group’s

Youth Guide to Places and Spaces in the Hospital.

The Consumer and Community Engagement Unit will work with the Hospital School and play

therapists to encourage our children and young people staying in the Hospital to complete a

scavenger hunt. The scavenger hunt, page 5 of the Guide, equips our young consumers with

information about the hospital environment. Between 1pm – 2pm, all completed scavenger

hunts can be presented to the Volunteer Guide Team for a special reward.

Any children or young people visiting on the day can complete the scavenger hunt with parents

or caregivers.

Afternoon tea with teams from MY Health, CAMHS and the hospital gathering

to witness the announcement of the Youth Health Pledge.

The Youth Advisory Group will host a special afternoon tea to launch the Youth Health Pledge.

The Youth Health Pledge will have guests from across the Network who provide specialist or

targeted services to 12 – 18 year olds.

Youth Health Pledge: A commitment to shared decision-making

Over the next three months, young people through the Youth Advisory Group (YAG) will be

co-designing an interactive workbook for consumers to have access to increase their

understanding of processes in the Health Network and to guide them to share decisions.

On 3 April, the YAG will officially launch its Youth Health Pledge. The Youth Health Pledge has

been designed by 117 young people.

PLEDGE: WCHN Staff will T.U.N.E in and connect to children’s and young people’s care

needs.

Treat children and young people as individuals.

Understand that their illness is not their only worry.

Nourish their need to be heard.

Equally share healthcare decisions.

Distilling the four pillars from the WCHN Person and Family Centred Care Charter, the YAG has

succinctly captured what matters for children and young people when sharing decision making.

This pledge has been introduced this month as part of corporate orientation alongside an

introduction to the WCHN Person and Family Centred Care Charter.

Check out the May edition for a full photo wrap up of events.

Adolescent Transition Documents

A range of resources have been developed to assist consumers and staff in the transition to

adult services.

Transition to adult services is ideally a gradual and well-planned process over several years

from age 14-15 that improves readiness and empowers adolescents to take ownership and self-

manage their health care. This process requires flexibility and varying levels of support

depending on the needs and capabilities of the young person.

The web page Preparing for Adult Services on the Women’s and Children’s Hospital internet

site contains a range of useful information for adolescents, their families and for staff; the aims

and principles of effective transition and a suite of helpful tools and resources to guide staff and

young people through this process.

Resources can be found under the Services menu ‘For Adolescents’ on the WCH website home

page, and also under ‘A’ for Adolescents or ‘T’ for Transition to Adult Services in the A-Z list of

services.

Special thanks to the Youth Advisory Group for its excellent feedback regarding the resources

tailored for young people.

Child and family Centred Care – Teleconference with Children’s Healthcare Australasia

At the Child and Family Centred Care, Special Interest Group on 3 March 2017, Allan

presented a paper on the development of the WCHN Youth Health Symposium “Our

Generation: Youth Health Matters” to a group of 40 specialists and leaders from Australia and

New Zealand. At the conference the team from Lady Cilento Children’s Hospital presented its

suite of My Trip to Hospital videos and a briefing on the Paediatric Sepsis Collaborative and

what it means for consumers. Allan was also elected to chair for the teleconference series.

Cultural Development Month - Cultural Diversity Month

The Women’s and Children’s Health Network proudly partners with our consumers and

community members to ensure we are treating them with dignity and respect.

To celebrate multiculturalism for the month of March, the Network again dedicated the 31 days

to cultural diversity. The event included Harmony Day (21 March) which celebrates Australia’s

cultural diversity and the strength that diversity brings to the social fabric of this state.

Cultural Diversity Month is underpinned by the principles of inclusiveness, respect and a sense

of belonging for everyone.

It is an initiative of the Cultural Roundtable for the Network.

The central message throughout the month was that ‘everyone belongs’, reinforcing the

importance of inclusiveness and diversity as part of Consumer and Community Engagement

Strategy.

Stats for the month

7 consumers from the WCHN Cultural Roundtable representatives participated in the design

and implementation of the month

89 pledges provided on the Café’s pledge wall. 78 members of the community were invited

to commit to one act to celebrate diversity throughout the month.

450 “Harmony Day” ribbons were handed out.

Over 60 local events were held across the Network.

37 photos were submitted for the Cultural Diversity Decorating Competition.

70+ specific areas, wards, services and sites decorated in orange.

180 members attending the Cultural Community “pop-up” information expo.

84 consumer representatives and WCHN staff attended the Grand Round.

300 (plus) wishes were collected on the Yoko Ono Wishing Tree

2 x Public Lectures by consumers and using consumer stories.

1. Public Lecture one: Celebrating culture by Pam, Zak and Uduma. 15 Consumer

Representatives and 94 WCHN staff attended.

2. Public Lecture two: Understanding Grief within a Cultural Context – Grand Round

presentation by Gillian Kariuki, Women’s Health Service, Social Worker, WCHN. 3

Consumer Representatives and 28

WCHN staff attended. Lecture

videos are available for all WCHN

staff to access via the intranet.

The following are some of the events that

occurred during the month.

Children’s Book Reading

From 20-24 March, hospital consumers took

part in about 5 readings of Mem Fox’s book

“Whoever you are”.

Cultural Ground Round

94 consumer representatives and WCHN staff were treated to presentations by Zak, Pam and

Uduma and his drumming crew, providing a creative learning experience of why diversity

matters. Key messages promoted included the importance of togetherness, empathy and staff

being curious about culture and not walking on eggshells.

Tanya commented: “This was a must-see Grand Round. I have learnt so much which I will

apply to the committees that I serve. The speeches reminded me

of why we all must take cultural diversity seriously”.

Robin commented: “It was excellent to see three different communities and powerful consumers

direct training to staff. It was eye-opening and empowering to witness.”

If you missed the Grand Round, you can request a link to the video by contacting the Director,

Consumer and Community Engagement.

National Close the Gap Day – Pledge

15 consumer representatives and WCHN staff at the Community Expo participated in Close the

Gap public promotion activities by taking the online pledge. Most Australians enjoy one of the

highest life expectancies of any country in the world — but this is not true for Aboriginal and

Torres Strait Islander people.

Aboriginal and Torres Strait Islander people can expect to live 10–17 years fewer than other

Australians. Babies born to Aboriginal mothers die at more than twice the rate of other

Australian babies, and Aboriginal and Torres Strait Islander people experience higher rates of

preventable illness such as heart disease, kidney disease and diabetes. The mortality rates for

Aboriginal and Torres Strait Islander people is on par with some of the world’s most

impoverished nations.

Cultural “Pop-Up” Cultural Community Expo

On Thursday, 16 March a pop up community expo was held in conjunction with Multicultural

Youth South Australia, Australian Refugee Association, Australian Migrant Resource Centre,

Welcome to Australia, Kidsafe SA, African Women’s Federation of South Australia, Turbans

and Trust and Multicultural Communities of South Australia., The expo was the first of its kind in

the Network’s history, with a deliberate focus on bringing key migrant and refugee South

Australian services to all Network staff. The information provided in the stalls will help WCHN

staff navigate access points for our consumers who may need additional psycho-social

supports. Our consumer representative Tessa was on-hand, in a different capacity, decorating

bodies in henna to make it a real sensory experience.

The Consumer and Community Engagement Unit conducted an exit poll on those who attended the pop-up.

89% of the participants including WCHN staff and consumer representatives learnt

something different that could be applied in their practice, about South Australian migrant

and refugee health.

Over 75% of the participants surveyed said the number one feature of the pop up

community expo was its ability to connect WCHN staff to other service providers.

94% of the participants would attend the event if it was held again next year.

Over 150 unique connections were made.

Cultural Pledge Wall

The pledge wall was back again, and this time

89 pledges were provided. As the days

unfolded more and more creative and personal

pledges were shared. Some of them included:

“I will visit a Buddhist temple as I have

always wanted to explore a different faith.”

“I will remind others that words online matter

equally to words spoken in real-life.”

“I will cook a multicultural meal at home for

the kids, so they can explore different

flavours of the world.”

“I will continue to spread love and inclusion, after Cultural Diversity Month ends.”

“I want to be able to learn more about multiculturalism and this month

I will be open-minded to listen more and reach out.”

Yoko Ono Wish Tree

Team Kids joined in the Cultural Diversity Celebrations by inviting staff, consumers, caregivers,

volunteers and visitors to participate in the Imagine Peach Project created by Yoko Ono. At

the Ground Round and Pop-Up expo, a Yoko Ono Wish Tree was available for wishes to be

shared. All wishes gathered will be

displayed as part of an Arts in Health

initiative in Zone E of the WCH

Campus in April. If you are at the

hospital or visiting the Consumer and

Community Engagement Unit, please

come and check out the display.

The science behind pledge walls is to

inspire ideas of change within the

community. Individuals who commit

to a pledge, not only change their

behaviours but they stimulate

conversations about cultural diversity

and activate others.

2016 Governor's Multicultural Awards

The Women’s and Children’s Health Network’s Consumer and Community Engagement Unit

was nominated and supported as a finalist for the 2016 Governor's Multicultural Awards

On Harmony Day, 21 March, the WCHN CEO Naomi Dwyer, Amer (consumer) and Allan

attended the ceremony at Government House. The Consumer ad Community Engagement

Unit was nominated for the organisation of the 2016 Cultural Diversity Month. The awards are

administered by Multicultural SA which receives advice from an independent judging panel

chosen in consultation with Multicultural Communities Council of SA. In addition, two of the

Roundtable’s members ‒ Tamara Stewart-Jones and Cynthia Caird ‒ received individual

awards for their work with Multicultural Youth South Australia and the Migrant Resource Centre

respectively.

The unit was nominated in the Public Sector category for leading an

outstanding community awareness raising event.

Cultural diversity decorating competition

86 photos were submitted for the Cultural

Diversity Competition with many of the wards

demonstrating a high level of creativity. It was

very hard to choose a winning photograph.

A judging panel from the WCHN Cultural

Roundtable, selected the team from

Paediatric Admission Services.

Thank you to all of those who decorated. The

decorations send a symbol to our community

that we embrace and celebrate cultural

diversity and leads to open-minded

conversations.

How did we promote Cultural Diversity

Month?

31 days of interactive WCH TV slides on

hospital screens.

Staff intranet featured the full event

calendar in the “what’s hot” section.

Around Our Region (internal

communication) publication featured

articles and reminders about Cultural

Diversity month events.

Four targeted communiques from the Chief

Executive Officer and Executive Director,

Corporate Services were released.

SA Health social media campaign including

two Facebook videos and photos featuring

events. Each post has been viewed over

1000 times by the community.

WCHN Cultural Diversity Month was again

another huge success. It met the intended

outcomes and purpose, and in 2018 can only

get better. You are encouraged to complete

this survey, to help shape the event for 2018.

Listening Posts for 2017 begin

The Women’s and Babies (WABS) Division hosted the first of eight weeks of targeted listening

posts in the last week of March. In 2016, over 400 consumers commented that the manner in

which WCHN staff communicated to them had the most impact on their levels of satisfaction. It

was important for the Network to understand what aspects of staff communication are working

well and areas that could be enhanced. 17 questions were co-designed with consumers and

staff and uploaded into Fabio the Frog. On Monday, 27 February Tiffany and Sharon

(consumer surveyors) began the interviews and by Friday 3 March had connected with

99 consumers.

Data gathered will be used to make changes to staff communication in WABS and a report card

of all Listening Posts will be available in September 2017.

Thank you to all the staff who made Tiffany and Sharon feel very welcome and to Fiona for

coordinating a smooth Listening Post across eight different areas.

Kate Hill and Newland Wards Consultation

Staff from Surgical Services consulted boldly and creatively with their consumers and

caregivers, by inviting comment on the upgrade to surgical wards parents’ room. The

Consumer and Community Engagement Unit provided support to Newland and Kate Hill wards

to develop a public engagement approach underpinned by the following methodologies:

Open space technology

Street stall

Open Space Technology: A flexible method useful for gathering a large volume of public

comment from transient and time-poor participants. Participants are proposed a series of

questions to answer and/or can vote on ideas already generated from those questions; which

are displayed on poster boards. No experts are needed for the duration of the consultation.

Law of two feet applies, meaning, consumers can spend as much time they would like

commenting.

Street Stall: Erected in busy thoroughfares or public locations; visuals are used to collect the

view of large numbers of people. Highly interactive, generates interest as it highly visual and

reaches people who may not normally participate.

The week-long consultation was hugely successful with more than 45 suggestions and over 100

votes. Among the suggestions received were a second bathroom, internet access, brighter

lighting, bigger TV, brighter coloured walls, charging facilities for electronic devices, more power

points, comfortable couch, more bench space, fridge with a freezer, and a coffee machine.

Surgical Services staff, consumers, consumer representatives and the Director, Consumer and

Community Engagement met on 9 March to launch the consultation process and discuss

options for the parents’ space.

How young people can be active citizens

Top 10 by Sharon Sands

Leading up to National Youth Week, Sharon was asked to consult with young people at the

coffee club sessions in March to find consensus on 10 ways to be active citizens in healthcare

engagement:

1. You don't have to wait to be adult to be an active member of the community; you can join the

Youth Advisory Group of the Women’s and Children’s Health Network.

2. Join or create a youth group to help others online; targeting specific illness population

groups to build common ground on shared experiences with ill health.

3. Be an inspiration, believe in yourself and take that to others in the same situation.

4. Remember that you have a voice and a right to be heard. Adults have the responsibility to

set up these opportunities. As a young person it can be intimidating to speak up in a group

of adults especially since young people are often outnumbered in meetings. It’s important to

create an environment of respect that allows their voice to be heard.

5. Young people may not have a car or even a licence, so if you were to have a gathering or

meeting either set up a carpool or have the event where it is easily accessible by public

transport.

6. We all have things to learn and young people’s lives provide fertile experiences for learning

from each other, and being able to offer help. The Women’s and Children’s Health Network

also provides a sounding board for its young people to build community capacity.

7. Continue to be national leaders in embracing cultural diversity and ensuring that the word

“discrimination” and “racism” are wiped out from the dictionary. Adults can learn from your

patience and respectful behaviours towards other cultures and races of people. Healthcare

now and into the future will be serving even more diversity and any form of institutionalised

or overt racism has no place in the health system.

8. Actively listen to others and always ask yourself “why is this person saying this?” and “what

are their motives?” Being critical in your thinking is a skill that needs practice and as a

consumer and consumer representative you can always rely on being critical.

9. Lead a fundraiser to help someone or an organisation in need. Consumer engagement can

start at the click of a mouse with many crowdsourcing websites and applications which are

transforming the way we can support healthcare delivery.

10. Give back by volunteering your time by simply being a positive force.

WCHN Health Citizen Jury

There was only one case and one update for the Citizen Jury, who convened on

10 March 2017. The case for review was smoking around the Women’s and Children’s Hospital

Campus.

For the first time, the digital engagement board was activated to collect responses from the

community to help shape the verdict. Survey Monkey was used with a carefully crafted

question to seek positive solutions to reduce smoking around the hospital. 113 responses came

through over six days, 108 from those over 18 years of age and five from those under the age

of 18 ‒ 69% of those were from consumers or caregivers.

The introduction of the digital engagement board data expanded the perspectives of the WCHN

Citizen Jury members. It allowed members to theme key issues around philosophical positions

(compliance verse health promotion) and supported reflective thinking. It allowed for the

diversity of our consumer voice to be included in a quality improvement verdict.

The Verdict

To make the right decision (not to smoke) the easiest thing to do by creating "Destination

Smoke-Free" at the Women's and Children's Hospital. The WCHN Citizen Jury want to respect

the healthcare rights of the unborn child, children, young people and women who access the

campus. In conjunction with WCHN Person and Family Centred Care Charter, a community

campaign and strategy is recommended, to stop people from smoking around the hospital. A

mixed methodology approach will be adopted, which values compassionate, health promotion

and compliance perspectives. The campaign and strategy will have four key outcomes:

1. A WCHN organisational strategy that is underpinned by consumer voice (117 from the jury),

staff input and literature.

2. A community campaign that will involve a pledge by staff (by 31 May 31 and a declaration

of a smoke-free zone (by 20November 20). Dates to coincide with World Tobacco Free Day

and Universal Children's Day, Day.

3. Jury members will plan the events.

4. Jury members to share knowledge of the conceptualisation, implementation and outcomes

of the verdict in 2018.

The Friends WCH Inc. gave an update on the HUG initiative (a random act of kindness,

voucher system) that was implemented in November 2016. 100% of the vouchers have been

provided to wards with a redeem rate around 60%. Comments from staff and consumers about

the initiative focus on:

It is living the WCHN principle of empathy, consumers commenting that staff have

understood and listened to what they need.

Vouchers are considered to be an extension of services provided and a huge surprise.

Has enhanced staff satisfaction levels, with some staff commenting that it has been nice to

exceed expectations.

Consumers have found the small act of a kindness to have a significant impact.

"We came here as a surprise due to an asthma attack with nothing, so being able

to buy a toothbrush was exactly what we needed.” Parent from Adolescent Ward”.

The Verdict

To relaunch the HUG initiative for 2017/18 with a focus on providing a baby box with a carefully

selected collection of essential baby products for vulnerable families birthing at the Women’s

and Children’s Hospital.

Consumer and Carer Leadership Colloquium

Awa from the Person and Family Centred Care Network Steering Group and Vicki from the

WCHN Citizen Jury were supported to represent the Women’s and Children’s Health Network

at the Colloquium on 20-21 March 2017. The Colloquium, run by Consumers Health Forum of

Australia, brought together 80 consumers over a two-day event to help shape the future health

needs of Australian primary and acute health service provision. Attached to the Colloquium

were two webinars including:

1. Overview of the Australian Health System

2. Current areas of Australian Health Reform

At the Person and Family Centred Care Network Steering Group on 9 May, Awa will bring

Australian best examples to help shape shared decision-making and improve consumer

reported outcome measurements and both Vicki and Awa will write a review of key learnings for

the May edition of this newsletter.

You Said – We Listened – We Did

Consumers involved in reviewing Healthy Focus

You Said:

Consumers and caregivers provide feedback on information publications prepared by the

Women’s and Children’s Health Network to ensure they are easy to understand. To date most

of these publications which have been edited or co-written with the community have focused on

clinical forms (admission letters, targeted health brochures and information about what should

be done after discharge). Over the past 12 months you wanted to mature this process and

have asked for the Network to include corporate documents like the Consumer Newsletter and

signature publications like Healthy Focus.

We Listened:

We listened by establishing a process where the members of the WCHN Health Literacy Group

will now be asked to comment on the health literacy levels of Healthy Focus stories, for all

upcoming editions.

We Did:

Commencing on 6 March, Heidi and Lana were asked to provide comment on the 10 stories for

the upcoming edition. This resulted in some changes to the articles.

Why is this important milestone?

The Women’s and Children’s has for many years asked consumers to be involved in the

development and review of consumer information publications. Most recently, the introduction

of the 24/7 crowdsourcing site Basecamp has matured the process to include group think and

increase access by moving online. This new step further matures our approach

in co-design.

Consumers on staff selection panels

Over the past 60 days we have had a number of

our consumer representatives sit on the selection

panels of staff members. Our running tally for 2017

is nine different panels with nine different consumer

representatives. In March, Jo and Riya helped

make some important executive appointments.

Riya commented: “I am little bit nervous being on

the panel, but after orientation I feel better now.” A

consumer representative on the staff selection

panel is an equal partner.

The WCHN values the voice of children and young

people, as the Network allows members from the Kids Klub to help formulate questions and

members of our YAG to short list and help make the final decision. The WCHN has developed a

matrix for consumer representatives that aids in the decision-making. Our one page guide has

a 10-question Likert-type scale rating the strength interpersonal skills in particular, a strengths,

weaknesses, opportunities and threats (SWOT) table, and provision to score each candidate

out of 10.

CAMHS Consultation: Organisational Structure

A comprehensive, independent review of the Child and Adolescent Mental Health Service

(CAMHS) in South Australia was undertaken in late 2014. Commissioned by SA Health, the

review provided the opportunity to ensure integrated, safe and responsive child and mental

health services are provided into the future. The CAMHS Review focused on the governance,

structures, partnerships and systems required for a contemporary mental health service.

The report includes 46 recommendations that will transform the way the service delivers mental

health services to children, young people, perinatal woman and families across South Australia.

Input from a range of CAMHS staff, consumers, carers and stakeholders has been a significant

part of the review process. The recommendations are currently being implemented as part of a

carefully planned and implemented change management strategy.

Over a four-week period, the community, including consumers have been able to comment on

the proposed organisational structure. Survey monkey was developed with a series of fast fact

sheets to help consumers understand what is happening and how to give feedback. The

CAMHS consumer group, ELECT, that sits within the Consumer Governance Structure have

been involved in the concept, design and implementation of the consultation. A dozen listening

posts were held across metropolitan CAMHS sites; hosted by five consumer representatives,

clocking up over 100 hours of interviews. The interviews have allowed consumers with lower

literacy levels and less time to understand what

will impact on them. Trained

consumers representatives have helped to

capture their feedback.

In April, the attention turns towards reviewing the

data, and our consumer representatives will be

central to synthesising and recommending

themes and actions based on feedback.

Well Done to Tanya, Tiffany, Leanne, Tara and

Sharon who have been busy collecting the feedback.

Mental Health and Wellbeing of young people seminar

Generation next is hosting a seminar with leading experts delivering up to date information on

mental health and wellbeing. This is suited for consumer representatives with an interest in

youth mental wellbeing. Topics will include preventing depression, nurturing a healthy mind,

gamification, emotional literacy and digital intelligence. Check out information on the seminar.

The Council for the Care of Children

We advocate for the rights of South Australian children and young people to be cherished,

respected, safe, happy, healthy, confident and secure, and supported to learn and develop,

according to their capabilities. We want South Australia to be a child and youth friendly state

that acknowledges children’s and young people’s rights and supports their active participation in

their communities.

Part 7B of the Children’s Protection Act 1993 sets out their responsibilities which include:

Advising government about the rights and interest of young people

Reporting to government about the wellbeing of children and young people across all areas

of their lives, and the services to support them

Looking at the Children’s Protection Act 1993 and the Family Community Services Act 1972

to make sure that they are meeting children’s and young people’s needs

Promoting the safe care of all children and young people.

The Council for the Care of Children has a well-resourced website and the Youth Advisory Group is currently working with the Council to help hear young voices in healthcare settings.

Person and Family Centred Care Awards

Have you received outstanding care by one of our staff?

Nominate them today at www.wch.sa.gov.au or use the QR code.

Person and Family Centred Care Award February

Winner

Congratulations to Joanna Pugliese, Play Therapist with

the Paediatric Outpatients Department for being the

February 2017 monthly winner.

February Person and Family Centred Care Award

Recipients

Kerry Shattock - Parent Helpline

Tania Kelly - Diabetes Education

Tina Bode - Maternal Fetal Medicine

Donna Coulthard - MY Health (Christies Beach)

Dr Veda Rengasamy - MY Health (Christies Beach)

Ann Murray - MY Health (Christies Beach)

Stephanie Grivell - MY Health (Christies Beach)

Paediatric Intensive Care Team

Janine Van Cooten - Disability Services (Mile End)

Joanna Pugliese - Paediatric Outpatients

Dr Nan Vasilunas - VIRTU

Lisa Thiselton - Women's Assessment Service

Mary Mills - Delivery Suite

Tallara Kennett - Kate Hill Ward

Karen Tucker - CaFHS (Norwood)

Tarnya Eggleton - CaFHS (Nuriootpa)

Sarah Cotton – CaFHS (Fullarton)

Joanna (Jo) Pugliese –

February Award winner

Consumer Rewind – A spotlight over the past 31 days

Women’s and Babies Division completed the first week of Listening Posts.

Surgical Services Division and Consumer and Community Engagement Unit re-design of

parents’ room consultation.

Two full weeks of Listening Posts were conducted for the CAMHS review.

Over 60 applications from children were received to participate in the April Executive

Work shadowing. During March, an interview process was conducted to choose eight

applicants to take part.

The Consumer and Community Engagement Unit is one part of a vibrant team supporting

the renewal of nutrition information to consumers in the WCHN Department of Nutrition

and Food Services.

Tara and Sharon hosted the Roving Coffee Club engaging more than 45 parents in the

Hospital.

Consumer and Community Engagement welcomed young consumer and work

experience student, Hunter, to support her work in understanding the health and

community sector. Hunter helped out our Coffee Club consumer representatives on

Thursday 30 March.

Sammy joined for meeting two of the development of the WCHN Volunteer Strategy.

Over the past 30 days a comprehensive literature review was conducted and a report was

endorsed at the meeting on Wednesday 20 March. The Volunteer Strategy development

moves into phase two, consultation in April.

Riya and Jo participated on staff selection panels for executive positions.

Tara supported Cathy from CaFHS to interview three nominees for the CaFHS Safety

and Quality Committee.

Cultural Diversity Training occurred on Wednesday 15 March with nine consumer

representatives attending.

Consumer and Community Engagement Unit continued to present to WCHN

Divisions. In March, staff from Women’s and Babies Division, Youth and Women’s Safety

and Wellbeing Service and Child and Family Health Service participated in the

presentations.

Lisa and Tara began their roles as consumer representatives on the state-wide paediatric

surgical governance framework steering group.

Sharon and Rohana began their roles as consumer representatives on the review of

paediatric outpatients.

On 20 March, consumer and volunteer orientation occurred.

A consumer engagement presentation was conducted with clinical staff in paediatric

outpatients on Thursday 2March. Staff were able to ask any questions relating to WCHN

consumer engagement to the Director, Consumer and Community Engagement. Themes

emerging from the Q&A included best utilisation of the letterboxes for consumer feedback on

experience and best approaches to engage consumers in conversation.

Allan attended with Amer and the CEO the 2016 Governor’s Multicultural Awards at

Government House.

Allan met with Dr Kym Osborn, Anaesthesia Fellow for WCH, University of South Australia

Midwifery Professor and Mr Paul Christie to discuss using consumer stories in the

development of women-centric web information. The web information will help women make

informed choices around pain relief to support better shared decision-making. Allan met with

Adelaide University to look at how the consumer voice can support a National Health and

Medical Research Council (NHMRC) application for an exciting maternity research project.

Allan used consumer stories gathered from Kids Klub in a session to educate nursing

students working in the WCH campus. Allan also worked with the WCH History Committee

to investigate options for engaging the community during History Week in May.

Manju and Beck joined Allan to hear Nadine Liddy, Heather Steward and John De Maio

present “Supporting young people from refugee and migrant backgrounds: Good practice

and measuring settlement outcomes”. All three attended the webinar supported by the

Australian Institute of Family Studies on Thursday 23 March.

Director, Consumer and Community Engagement presented consumer stories at the March

corporate orientation for staff. Ruby, Beck and Larissa were involved in crafting the

15-minute, interactive presentation. From April, the nine-minute person and family centred

care video will be played at these sessions.

27- 31 March, CaFHS hosted the second week of the WCHN listening posts investigating

the strength of staff communication.

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.