The Director General of WA Health addressed the launch of Patient Experience Week. He spoke to the importance of compassionate care and outlined Recommendations from the WA Clinical Senate.
2. Patient Experience at WA Health
WA Health is committed to patient care, patient safety and
providing the best patient experience.
Patient experience informs clinicians and administrators and
drives quality and safety outcomes in clinical services.
It is essential to have an organisational culture where staff feel
valued and respected, and patients are treated with dignity and
respect.
Consumers must be involved in strategic processes that guide the
planning, design and evaluation of health services.
Everyone at WA Health is responsible for the patient experience.
“People have the right and duty to participate individually and collectively in
the planning and implementation of their health care.”
– Declaration of Alma-Ata, International Conference on Primary Health Care 1978
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3. Values – from a personal perspective
Commitment, Accountability, Respect, Excellence
Drive and Dedication
Integrity and Humility
Passion and Humour
Resilience
Teamwork
Work ethic
Attention to detail
Set, build and deliver
the culture
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4. Clinical Senate on Patient Experience
The patient will see you now – thinking beyond
accreditation to focus on the patient experience.
Held December 2015
More than 100 senators, consumers and experts
Department of Health partnering with Health Consumers’
Council
Consumers and clinicians working together to improve the
patient experience in our health system
Examining how we can best use
the patient experience to inform
clinicians in order to drive quality
and safety outcomes within our
clinical services.
5. What is Compassionate Care?
“Put simply, compassionate care is about the way in which people
relate to each other.” – WA Health Nursing and Midwifery Office.
Compassion for self
Necessary in order to have capacity to deliver care required
Compassion for consumer and their caregivers
Consumer is part of the journey and decision making process
Compassion for colleagues
Direct link between staff wellbeing and quality and safety of care
Compassionate organisations
Caring and compassionate culture.
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6. These disasters
were heralded
years in advance
by poor clinical
engagement.
Quality indicators
indicated a
problem
retrospectively.
Need to
understand which
lead indicators
gauge the health
of an
organisation.
Failings in Compassionate Care: A Case Study
The Francis Report - Mid Staffs Hospital Scandal, NHS Hospital Trust
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7. Compassionate Care at WA Health
Earmarked as a priority in the Nursing and Midwifery Office
(NMO) Strategic Direction 2015-2017.
Embedded in NMO’s Leadership Development Program –
completed by more than 200 frontline leaders since 2013, with 60
more enrolled for 2016.
Embraced as a priority throughout the Department of Health – in
particular in the Nursing and Midwifery Office, Chief Health
Professions Office, Office of the Chief Medical Officer, and Patient
Safety and Quality Division.
Department of Health – as system manager - setting key
performance indicators and policy around non-bullying culture,
culturally safe workplaces, and professional development and
training.
Key performance indicators also being set in relation to staff
engagement, patient outcomes, accountability and innovation. 7
8. Patient Experience – Summary
The patient journey is unique to each person. Every interaction
with patients and their families impacts on their experience.
We must transparently measure the patient experience.
Lessons learnt – through both positive and negative feedback –
can be used to improve health services.
A system-wide definition of a great patient experience should be
developed.
Consumers must be involved in the planning, design and
evaluation of health services.
It is essential to have an organisational culture where staff feel
valued and respected, and patients are treated with dignity and
respect.
This starts with our behaviour and our values.
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Compassion is at the forefront of international and national policy, practice and education; this is no different in WA Health (supported by literature, work in NHS, US etc).
In an ever increasing complex health context, often driven and dominated by concerns about outcomes, productivity, efficiency and competence, the importance of compassion and compassion care is paramount.
What is it?
There are many definitions, but simply Compassionate Care is about the way in which people relate to each other.
What is WA Health’s focus?
In caring for the community of Western Australia we know we need to address and support four key areas including:
Compassion for self
workforce is best placed to provide care and has the capability and capacity to do so
Compassion for consumers and their care givers
we have a “consumer first” approach, where the individual is part of the journey and decision making process
Compassion for colleagues
we know there is a direct link between staff well being and the quality and safety of care delivered. To achieve what we need to achieve, we need a high performing team approach.
Compassionate organisations
To attract and retain the best health care professionals, we need a caring and compassionate culture within our organisation and services. This is imperative in supporting our staff to “do the job they do” and meet the mission and values of WA Health.
What are we doing?
Have embedded a number of strategies to support Compassionate Care.
Compassion for self
Appointment of the right people, with the right qualifications and attributes at the right place. Staff who are aware of their emotional intelligence (EI) and their needs for a work-life balance (education available).
Compassion for consumers and their care givers
Engagement of consumers at all levels, for example like this presentation, but also ensuring membership on key boards, embedding this in our leadership development programs like our successful Leading Great Care program for nursing and midwifery frontline leaders and acting on recommendations from our Clinical Senate debates.
Compassion for colleagues
Setting KPI’s and policy around non bullying culture, culturally safe workplaces and professional development and training.
Compassionate organisations
Setting KPI’s in relation to staff engagement, patient outcomes, accountability and innovation.
WA Health needs to be professionally, ethically and compassionately fit to care for the people of this state and we take this mandate seriously. We look forward to continuing to partner with people like yourselves to achieve this.
Compassion is at the forefront of international and national policy, practice and education; this is no different in WA Health (supported by literature, work in NHS, US etc).
In an ever increasing complex health context, often driven and dominated by concerns about outcomes, productivity, efficiency and competence, the importance of compassion and compassion care is paramount.
What is it?
There are many definitions, but simply Compassionate Care is about the way in which people relate to each other.
What is WA Health’s focus?
In caring for the community of Western Australia we know we need to address and support four key areas including:
Compassion for self
workforce is best placed to provide care and has the capability and capacity to do so
Compassion for consumers and their care givers
we have a “consumer first” approach, where the individual is part of the journey and decision making process
Compassion for colleagues
we know there is a direct link between staff well being and the quality and safety of care delivered. To achieve what we need to achieve, we need a high performing team approach.
Compassionate organisations
To attract and retain the best health care professionals, we need a caring and compassionate culture within our organisation and services. This is imperative in supporting our staff to “do the job they do” and meet the mission and values of WA Health.
What are we doing?
Have embedded a number of strategies to support Compassionate Care.
Compassion for self
Appointment of the right people, with the right qualifications and attributes at the right place. Staff who are aware of their emotional intelligence (EI) and their needs for a work-life balance (education available).
Compassion for consumers and their care givers
Engagement of consumers at all levels, for example like this presentation, but also ensuring membership on key boards, embedding this in our leadership development programs like our successful Leading Great Care program for nursing and midwifery frontline leaders and acting on recommendations from our Clinical Senate debates.
Compassion for colleagues
Setting KPI’s and policy around non bullying culture, culturally safe workplaces and professional development and training.
Compassionate organisations
Setting KPI’s in relation to staff engagement, patient outcomes, accountability and innovation.
WA Health needs to be professionally, ethically and compassionately fit to care for the people of this state and we take this mandate seriously. We look forward to continuing to partner with people like yourselves to achieve this.
Nuring and Midwifery Office M office had on strategic plan… look at compassionate care…
Joined up conversation… \\
NMO Taking a lead on… in collaboration with rest of clinical services and research division… allied health professions… patient safety and quality…
Strategic conversations… with new changes coming up… importance of KPIs…
2015… strategic plan… NMO… future goals… pressing and influencing policy and practice…
Leadership devleopment program – 200 frontline leaders… 60 enrolled for this year…
Toolkit and framework
Bigger context… department of health role in working with how HS implement and monitor ensuring…