Alfred Health s Strategy for community participation and patient/consumer partnership
Why do we need a Patients Come First strategy? Department of Health policy Doing it with us not for us National Safety & Quality Healthcare Standards (and other health care standards) Alfred Health Strategic Plan 2011-2015 Australian Charter of Healthcare Rights in Victoria Research indicates improved clinical outcomes and experience for patients
Why is our strategy called Patients Come First? Alfred Health Strategic Plan 2011-2015 Vision : Trusted to deliver outstanding care Mission: Highest quality clinical practice (delivered in partnership with patients, carers, the community and other health care providers) Values: Priorities The first of Alfred Health s six priorities is Patients Come First Patients Come First
Why are we using the term patient rather than consumer? The term patient at Alfred Health refers to: - Patients / Clients / Residents - Consumers - Carers / Families - Peer Workers or Carer Consultants in Mental Health. The term consumer is used to describe previous, current or future patients/carers who have agreed to participate in service improvement activities at Alfred Health.
Core concepts of our Patients Come First Strategy Committed leadership at all levels Respectful partnership Engaging patients, families and carers as partners Reliable care Evidence-based care Organisational culture that supports learning and improvement Building staff capacity and a supportive work environment Regular collection and reporting of data Accountability at all levels for improving patient centred care
Who coordinates the development and implementation of PCF? Alfred Health Board Executive Committee Community Advisory Committee Patients Come First Working Group Patients Engagement Partnership & Feedback Working Group Community Participation Plan Working Group Patient Centred Care Education Working Group Consumer Education Forums
Phase 1: Creating a structure for implementation Approval of the Patients Come First Strategy Policy Redevelopment of the Consumer Register Complete Guidelines and Consumer Role Statements Complete Establishment of a PCF governance structure Patient centred care education programs for Consumers and Staff PCF KPIs and Evaluation Framework Developing Developing Collection, analysis and reporting of patient feedback Developing Development Patients Come First website and intranet site Developing
Phase 2: Evidence of patient centred care (next 6 months) Consumer and staff patient centred care education and orientation Evaluation framework including audits and reporting Integrated approach for patient feedback and reporting Patient experience survey Patient stories Complaints and compliments Patient information development and review includes consumers Evidence of consumer feedback and engagement to inform local and organisational planning Increased consumer participation in local and organisational safety and quality activities
When will we know that Patients Come First? Every patient feels involved in decisions about their care (partnership in care) Improved patient satisfaction with their care experience Consumer participation at every level is embedded across Alfred Health
Patient Perspective Everybody calls me by my first name and treats me how I want to be treated. All decisions are consultative and made with my consent. (Alfred Health patient)
Staff Perspective The person you care for has to be the centre of everything you do. It s about treating them more as a person not a disease (Alfred Health nurse)
Leadership Perspective It is absolutely about leadership. It s not about how much you know, but how much you care. And you hit different units and you see it all the time but it starts at the top. The leader has to be out there leading.with your heart. And you ve got to feel it..and you had better have the courage to step up and make changes and show your staff consistently that you re sincere about this. (Planetree and Picker Institute 2008)
Who to contact for more information or with any queries regarding PCF? Suzanne Corcoran Community Participation Coordinator Level 2, East Block, The Alfred Email: s.corcoran@alfred.org.au communityparticipation@alfred.org.au Phone: 9076 2409 www.alfredhealth.org.au
Alfred Health Annual Meeting 2011 / 2012 Andrew Way Chief Executive