Q u I C NEWSLETTER
ISSUE 20 MARCH 2017
‘Every good conversation starts with good listening’
UPDATES
Ext. 98573
Cathy Caruso
m: 0418387733CONTACT INFORMATION
ABI Service/Audiology/Allied Health/CASA Community Programs/Dental Services/
Pharmacy/Statewide Equipment Program (SWEP)/Sub Acute Inpatient Programs
Fiona Strauss
Ext. 98573 Acute Inpatient Units/Operating SuiteStandard 6 Portfolio Clinical Handover
Mary Cushing
Ext. 94212 HITH/Chemotherapy Day Unit/CSSD/Radiology/MDU
Standard 5 & 8 Portfolio Patient ID & Procedure Matching Pressure Injury & Skin Integrity
Anna Wong Shee
Ext. 96884 Woman's & Children's Unit/SpecialistClinics/PDPU/Endoscopy Standard 10 Portfolio Preventing Falls & Harm from Falls
Christine Tauschke
Ext. 96884 Emergency/Critical Care Units/CVS/Dialysis Standard 9 PortfolioClinical Deterioration & Resuscitation
Wendy McLeod
Ext. 94629Transfusion Clinical Nurse Consultant
Standard 7
Safe Blood & Blood Products
Lisa Todd
Standard 2 Portfolio Partnering with Consumers
Alison Eldridge
Ext. 98571 Administrative Support /Audit & Evaluation Tool SpecialistKarina Rieniets
Ext. 96783Jo Forteath
Ext. 98574Consumer Participation Coordinator
Consumer Liaison & Experience
HITH/Chemotherapy Day Unit/CSSD/
Radiology/MDU
Michael Mennen
Ext. 94162Quality Coordinator Mental Health
Bedside Audit
Most areas audits have been completed and entered. Smaller areas including MDU and Dialysis, etc. are still to be completed. Any queries please don’t hesitate to contact your QuIC Representative. Reports to be sent out later this month.
See below the draft Aggregate results for each area. There is still some checks to be completed, however these are the preliminary results so far.
Improvements seen in each of the three overall areas as whole. WELL DONE!
AUDITS UPDATE - 1ST QUARTER 2017
Meeting Survey 2016 - Staff Committee Effectiveness Survey
Clinical Documentation Audit: All Audits collected and received have now been entered, results should be distributed this month.
Meeting Survey 2016 - Managers: Results are currently being collated and will be sent to Managers and Chairs of Committees to consider quality improvements based on feedback.
Reports currently being finalised to send to Managers to review.
ACUTE SUBACUTE MH
2015 2016 2017 2015 2016 2017 2015 2016 2017 77% 78% 84% 84% 74% 86% 76% 62% 79%
84% 86% 79%
Focus month for March is Standard 2 — Partnering with Consumers - See over page for details Anonymous
Stand ard 9 Stand ard 9
EDUCATION
Partnering with Consumers
March Focus Standard 2
Complaint handling is an important part of a safe and responsive health system. All consumers have a right to access safe, quality healthcare and to be treated with re- spect. Raising concerns when this doesn’t happen protects the rights of patients and helps to improve the healthcare system for everyone. Whilst BHS has a formal
complaints handling process, a state body oversees healthcare complaints. This is the Health Complaints Commission (HCC) overseen by the Health Complaints Commissioner, which has now taken over from the Health Services Commission. The HCC is an independent body legislated to handle complaints in the Victorian Health System. Under the Health Complaints Act 2016 (Vic), all health service providers in Victoria must been the minimum standards for complaint handling:
Promptly acknowledge complaints and make appropriate attempts to resolve them
Provide information on how to make a complaint to health service consumers in an accessible and understandable form
Inform those who have made a complaint of the complaint's progress and its outcome
Keep personal information collected in the course of a complaint in a confidential manner
Keep a record of all complaints, including any action taken in managing them.
These standards are embedded in our complaints handling processes at BHS. In changes to the complaints handling processes in Victoria anyone can make a complaint to the HCC about a health service, a health services provider (APRHA registered or non registered) or the handling of health information. This includes health service consumers, their friends or family, health service staff and volunteers, concerned community members, media and professional organisations. All complaints are treated confidentially, and the HCC will liaise with the health service involved to review and investigate concerns to find a satisfactory resolution.
A new code of conduct sets the standard of practice for non-registered providers, or general health services providers, which includes audiologists, naturopaths, dieticians and speech pathologists. The code of conduct became Victorian law on 1 February 2017. Any possible breach of this code by a non registered provider may be grounds for a complaint to, or investigation by, the HCC.
Information about the HCC can be found on their website at https://hcc.vic.gov.au/, or come and talk to the Consumer Liaison team if you would like more information.
PATIENT FEEDBACK
Any queries relating to Complaints & Compliments and/or to obtain “Tell us what you think” Brochures or Feedback Forms contact the Consum- er Liaison Officers and Representatives Jo Forteath, Karina Rieniets or Lisa Todd in the GARMU.
Person Centred Care Training
E-Learning session available through: http://ballarat.e3learning.com.au/
Consumer Care Feedback and Person Centred Care Training
Focused Training sessions for your team are available by contacting the Consumer Liaison Officer and Representatives Jo Forteath, Karina Rieniets or Lisa Todd in the GARMU.
Compliments and Complaints play an important role in our Risk Management and Quality Improvement of the Hospital. Without the feedback received from those who matter to us most—our patients, we could not implement or improve our practices effectively. See below some great compliments that we have received from some very happy customers. KEEP UP THE GREAT WORK EVERYONE!