Initiatives by Category

Consumer Engagement

Patient Experience and Consumer Engagement (PEACE) Methodology

Aim: The Patient Experience and Consumer Engagement (PEACE) methodology supports the ACI’s ongoing commitment to promote meaningful engagement and consumer-led redesign of healthcare.

Benefits: The PEACE methodology captures consumer input and harnesses direct patient and carer experience to inform ACI activities.

ACI Ready to Implement Added: 23 September 2014|Last updated: 23 February 2015

Implementation of the Statewide Pain Plan

Aim: To document and implement a statewide pain strategy to reduce the burden of chronic pain in the community.

Benefits: Following the implementation of the NSW Pain Plan, there will be greater access to expert services, and improved support for primary care, for people living in regional NSW.

ACI Ready to Implement Added: 8 November 2013|Last updated: 20 January 2014

Access to Health Services for People with Intellectual Disability: The Patient Story

Aim: To inform people with intellectual disability, and their carers, about how the health system works to address their needs; To give health professionals insights on how the people they care for interact with the health system.

Benefits: Adapting the health service needs of people with intellectual disability according to their identified needs.

ACI Pre-implementation Added: 8 November 2013|Last updated: 4 December 2013

Healthcare Associated Infections (HAI)

Aim: Healthcare Associated Infections (HAIs) are infections acquired in healthcare facilities and infections that occur as a result of healthcare interventions and which may manifest after people leave the healthcare facility. Prevention of HAIs and the transmission of multi-resistant organisms (MROs) are key patient safety and clinical quality initiatives for NSW Health. The HAI program at the CEC aims to reduce the risk of acquiring a HAI during care delivery in NSW health facilities. The program enables NSW Local Health Districts...

Benefits: Improved health outcomes for patients (reduced morbidity and mortality); Reduced risk of HAI transmission to patients, visitors and staff; Standardised approach to HAI prevention and control.

CEC Ready to Implement Added: 2 June 2014|Last updated: 9 April 2015

REACH (Patient and Family Activated Escalation)

Aim: REACH empowers patients and families to escalate care if they are concerned about the condition of the patient by first encouraging engagement with the treating clinicians at the bedside.

Benefits: Evidence suggests there is improved patient and family experience, decreased mortality and improved operational outcomes. The REACH process aligns with the Australian Commission for Safety and Quality in Health Care (ACSQHC) National Safety and Quality Health Service Standards, Standard 9.9: Enabling patients, families and carers to initiate an escalation of care response.

CEC Ready to Implement Added: 6 November 2013|Last updated: 5 March 2015

Care of Confused Hospitalised Persons (CHOPs) program

Aim: Provide simple strategies to improve the care outcomes of older patients with confusion in NSW hospitals, through:increased staff knowledge and skills to identify, treat and care for older people presenting to their hospitals with confusioninvolvement of carers and families.Achievements, innovation and knowledge will be shared and systems embedded into practice to sustain and spread improvements in care.

Benefits: Increased screening, improved risk assessment and more appropriate treatment and management of confusion.Increased awareness, knowledge and skills of staff to better care for older patients with dementia/delirium.Minimisation of harm during care and safer and more supportive hospital environments.Improved patient outcomes, including:prevention of functional declinereduced morbidity and adverse eventsreduced length of stayreduced readmissionsreduced rate of admission to a residential aged care facility upon discharge.Greater accuracy of coding for delirium DRGs.Reduced per capita cost.

ACI Ready to Implement Added: 13 August 2015|Last updated: 14 August 2015

NSW Chronic Pain Clinics Information Flyer

Aim: To provide information to consumers and primary care clinicians on the purpose and approach of various pain management services, alongside relevant contact details.

Benefits: Benefits include improved information for consumers on available pain-management services in NSW. The flyer outlines each of the publicly-funded pain management services in NSW and supplies contact details.

ACI Ready to Implement Added: 7 November 2013|Last updated: 22 January 2014

The Nutrition and Mental Health Toolkit

Aim: The purpose of the toolkit is to provide guidance, tools and resources to support the:Implementation of the Nutrition Standards for Consumers of Inpatient Mental Health Services in NSW, andDevelopment of governance structures and leadership for implementing the NSW Health Nutrition Care Policy (PD2011_78).

Benefits: The toolkit will assist LHDs / Networks and/or facilities in both developing and implementing an action plan to meet the requirements of the Nutrition Standards and Nutrition Care Policy. It may assist in developing food service partnership level agreements.

ACI Ready to Implement Added: 13 April 2015|Last updated: 13 April 2015

The Health Literacy Guide

Aim: The Health Literacy Guide has been developed to assist health services by providing practical strategies to address health literacy barriers for patients. The Guide also assists health services to meet new performance goals and the Australian Commission for Safety and Quality in Health Care (ACSQHC) National Safety and Quality Health Service Standards.

Benefits: By considering approaches to health literacy, health care organisations can benefit by improving safety and quality in health care. Consumers can benefit by accessing health information that is meaningful and relevant to their individual medical needs and navigating the system more easily.

CEC Pre-implementation Added: 6 November 2013|Last updated: 15 July 2014

Training in Patient Based Care

Aim: The Directorate of Patient Based Care facilitates training and education in Patient Based Care to: Board, Executive, Leaders, Senior Managers and Clinicians; Junior Clinicians; and the workforce (through Train-the-Trainer).

Benefits: Through training the Directorate assists services to provide patient based care and meet new performance goals and the Australian Commission on Safety and Quality in Health Care National Safety and Quality Health Service Standards (Standard 2.6 Implementing training for clinical leaders, senior management and the workforce on the value of and ways to facilitate consumer engagement and how to create and sustain partnerships).

CEC Ready to Implement Added: 7 November 2013|Last updated: 5 March 2015

TOP 5

Aim: The TOP 5 program acknowledges the value of carer information for people living with dementia and other types of cognitive impairment to improve patient outcomes and carer and staff experience.

Benefits: Benefits to individuals with dementia and carers include increased compliance, more effective treatment, less distress and shorter lengths of stay.

CEC Ready to Implement Added: 6 November 2013|Last updated: 7 April 2015

Inclusion in Mainstream Health Services: Using Visuals for people with intellectual disability

Aim: This project aims to improve communication between people with disabilities and health professionals in busy mainstream healthcare environments by developing and evaluating the use of visuals.

Benefits: Using visual aids for people with intellectual disability in busy healthcare environments can assist with communication and allay fear and confusion for the person undergoing routine procedures such as dental examination, having bloods taken and a physical examination. Simple visual aids which can be readily accessed by consumers, carers and staff and adapted to the individual situation will enhance the interaction with health services and benefit health outcomes for people with intellectual disability.

ACI Ready to Implement Added: 10 July 2015|Last updated: 10 July 2015

Open Disclosure

Aim: The Open Disclosure project aims to enhance the care and support provided to patients and/or their support people and health care staff involved in a patient safety incident, through outlining a clear process for open disclosure communications and the roles and responsibilities of health services and their staff.

Benefits: Effective open disclosure can [1]: improve patient safety through an improved understanding of how things go wrong increase trust between patients who have been harmed by a patient safety incident and health care providers when information is exchanged and an apology is received assist patients to become more active partners in their care. [1] Australian Commission on Safety and Quality in Health Care (ACSQHC) Australian Open Disclosure Framework, Sydney, 2013

CEC Ready to Implement Added: 2 June 2014|Last updated: 17 November 2014

ACI Building Co-design Capability Strategy

Aim: The Strategy aims to build capability in patient experience and co-design thinking, methods and practices within the ACI and across NSW Health by employing a learn, do, teach, share approach.

Benefits: Delivering more person-centred and sustained health care improvement as a result of working in partnership with consumers, carers and health care workers.Stronger relationships and enhanced communication between consumers, carers and health care workers.Improved health literacy.

ACI Ready to Implement Added: 8 December 2016|Last updated: 8 December 2016

The Patient Based Care Challenge and Associated Guide

Aim: The Patient Based Care Challenge and associated provides practical strategies for transforming hospitals and health services for a patient based care focus.

Benefits: Local Health Districts sign up to The Challenge as a long term strategic commitment. The Guide provides practical advice on strategies within The Patient Based Care Challenge. Improving patient care experience is linked to improved clinical and business outcomes, including cost savings.

CEC Ready to Implement Added: 6 November 2013|Last updated: 5 March 2015

Acute Myeloid Leukaemia (AML) Model of Care

Aim: To optimise the quality of care for patients with AML and enable a consistent approach to the provision of care. It provides a set of principles and outlines the key requirements at each stage of the patient’s journey based on evidence of best practice. It incorporates guidelines related to various components of the model.

Benefits: Key points included in this model are:Mechanisms to ensure early identification and referral to an AML treatment centreA multidisciplinary team (MDT) approach to treatment planning and the provision of care in an appropriate settingThe use of ambulatory care services to enable early discharge programs in a safe and efficient wayEffective follow-up and supportive care for all patients with AML

ACI Pre-implementation Added: 5 November 2013|Last updated: 10 July 2015

Community Update on Patient Safety and Quality

Aim: The Community Update is designed to provide consumers with information on the progress of NSW public hospitals across key areas including: handover, hand hygiene, medication safety, falls, healthcare associated infections, sepsis and incident management. A template of the Community Update is available for Local Health Districts who would like to report on their safety and quality data locally.

Benefits: By engaging the community and partnering with patients, family and carers as team members we can improve quality in health care. The Community Update supports the Australian Commission for Safety and Quality in Health Care National Safety and Quality Health Service Standard 2.7.

CEC Ready to Implement Added: 6 November 2013|Last updated: 5 March 2015

In Safe Hands Program

Aim: The In Safe Hands program aims to build and sustain effective health care teams. It is intended to give these teams the structure and tools to redesign their units into strong, interdisciplinary teams, working together to deliver highly reliable, planned care to all patients.

Benefits: Teams that have implemented In Safe Hands have identified the following benefits: Reduced patient length of stay; Reduced unexpected deaths; Reduced adverse events; More satisfied staff; Improved patient experience; Improved safety culture.

CEC Ready to Implement Added: 6 November 2013|Last updated: 12 January 2015

Hand Hygiene

Aim: Through sustained improvement in hand hygiene by healthcare staff reduce the risk of healthcare associated infections.

Benefits: Improved health outcomes for patients (reduced morbidity and mortality); Reduced risk transmission of pathogenic organisms to patients, visitors and staff.

CEC Ready to Implement Added: 2 June 2014|Last updated: 2 June 2014

Toolkit for Adolescents and young people with chronic pain: Supporting transition or direct entry to adult services

Aim: To develop a statewide toolkit of resources to assist pain clinics managing adolescents and young people aged 14-25 years with chronic and complex pain. The toolkit will supplement what already exists in the Transition Network with tailored resources specific to pain management and issues for young people and their families.

Benefits: The experience of young people entering adult services will be assisted by having age appropriate treatments, approaches and resources available. The transition process will be enhanced through the availability of checklists and other resources relevant to young people.

ACI Ready to Implement Added: 26 April 2016|Last updated: 26 April 2016

Service Quality and Communication in Emergency Department Waiting Rooms

Aim: The Clinical Excellence Commission (CEC) funded research into service quality and communication in emergency department waiting rooms. The research team was comprised of staff from Southern Cross University with applied skills and knowledge in organisational communication, culture, history, structures and operations.

Benefits: The CEC and Southern Cross University are collaborating on developing educational materials to further progress this area in NSW. Sites interested in being pilot sites for this work are encouraged to email the Directorate of Patient Based Care and express interest.

CEC Pre-implementation Added: 6 November 2013|Last updated: 5 March 2015

Understanding Program Evaluation: An ACI framework

Aim: To provide a framework for undertaking evaluations of programs and projects. Programs include projects, models of care, clinical pathways and guidelines, and other innovations and interventions aimed at improving health outcomes.The frameworkis divided into three sections, covering:Purpose and principles of evaluation; Types of program evaluation and the key steps in undertaking an evaluation; An overview of the suggested governance process for undertaking evaluations in ACI.

Benefits: High-quality evaluation supports accountability and provides a rigorous evidence base toinform health-service development and program design.Program evaluation will provide the information needed to guide better resource allocationand improved services.

ACI Ready to Implement Added: 8 November 2013|Last updated: 18 November 2013

Improving the Medical Inpatient Journey with Criteria Led Discharge

Aim: To reduce delays when a patient is medically ready to return home from hospital.

Benefits: A formalised criteria-led discharge process has the potential to: Improve patient experience: patients are able to get home sooner; Enhance patient safety: criteria led transfers of care through a checklist; Reduce unnecessary length of stay: not being in hospital when patients can actually return home; Reduce bed days: elimination of unnecessary days in hospital; Minimise waste: reduction of costs as a result of eliminating unnecessary lengths of stay in hospital; Improve staff satisfaction: staff are not pressured to transfer patients...

ACI Ready to Implement Added: 8 November 2013|Last updated: 30 May 2014

AMBER Care Bundle

Aim: The AMBER care bundle provides clinical teams a framework to develop a management plan that may include end of life decisions in collaboration with the patient and family for patients whose recovery is uncertain while continuing with treatment in the hope of a recovery.

Benefits: Early identification of people who may have end of life care needs is the foundation of excellent end of life care. If early identification does not occur then appropriate planning, transfer, interventions and communication with the person and their family cannot take place The AMBER care bundle: Provides a tool to help clinicians identify people for whom recovery is uncertain and who may have end of life care needs Simplifies key interventions to support best practice Supports staff to start...

CEC Ready to Implement Added: 25 June 2013|Last updated: 9 November 2015

Other initiatives related to Consumer Engagement:

Rural Health Network Rural Health Network
Agency for Clinical Innovation
eChartbook eChartbook
Clinical Excellence Commission

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