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Health Reform Roadshow Ccc (Rmcg)

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Health Reform Roadshow Ccc (Rmcg)

  1. 1. <ul><li>Consumer centric care </li></ul><ul><li>Russell McGowan </li></ul><ul><li>20 August 2010 </li></ul>
  2. 2. <ul><li>Canberra </li></ul>
  3. 3. Healthcare Quality Improvement <ul><li>Organise for safety </li></ul><ul><li>Monitor performance, provide feedback </li></ul><ul><li>Consumer centred care – </li></ul><ul><li>Doing it with us not for us </li></ul>
  4. 4. <ul><li>ACSQHC </li></ul><ul><li>The Australian Commission on Safety and Quality in Health Care </li></ul><ul><ul><ul><li>- Established by Health Ministers in 2005, commenced in 2006 </li></ul></ul></ul><ul><ul><ul><li>- Reports to Health Ministers </li></ul></ul></ul><ul><ul><ul><li>- Commissioners diversity and strength </li></ul></ul></ul><ul><ul><ul><li>- Committee structure: </li></ul></ul></ul><ul><ul><ul><ul><li>Inter-Jurisdictional Committee, Private Hospital Sector Committee, Primary Care Committee, Information Strategy Committee </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Advisory / working groups </li></ul></ul></ul></ul><ul><ul><ul><li>- Stakeholders / Colleagues include: </li></ul></ul></ul><ul><ul><ul><ul><li>Consumers </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Professional organisations </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Health Service Managers </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Safety and Quality organisations </li></ul></ul></ul></ul>
  5. 5. <ul><li>ACSQHC </li></ul><ul><li>Commission Programs </li></ul><ul><li>Australian Charter of Healthcare Rights </li></ul><ul><li>Open Disclosure </li></ul><ul><li>Basic Care Issues </li></ul><ul><ul><ul><ul><li>Healthcare Associated Infection </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Patient Identification </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Medication Safety </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Clinical Handover </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Patient at risk </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Falls Guidelines </li></ul></ul></ul></ul><ul><li>Tools </li></ul><ul><ul><ul><ul><li>Accreditation and credentialing </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Information Strategy </li></ul></ul></ul></ul>
  6. 6. <ul><li>The Right to Comment </li></ul><ul><li>  </li></ul><ul><li>I have a right to comment on my care and to have my concerns addressed. </li></ul><ul><li>I can comment on or complain about my care and have my concerns dealt with properly and promptly. </li></ul>
  7. 7. <ul><li>Defining consumer centred healthcare </li></ul><ul><li>Healthcare which respects my humanity and acknowledges my individuality </li></ul><ul><li>( derived from Don Berwick, 2009 ) </li></ul>
  8. 8. <ul><li>The Role of a National Safety and Quality Framework </li></ul><ul><li>- Consumer centred </li></ul><ul><li>- Organised for Safety </li></ul><ul><li>Driven by information </li></ul>
  9. 9. What consumers value <ul><li>Listening and learning </li></ul><ul><li>Consumer centred care </li></ul><ul><li>Integrating service delivery </li></ul><ul><li>E-health tools as enablers </li></ul>
  10. 10. <ul><li>Consumers Health Forum of Australia </li></ul><ul><li>Vision: </li></ul><ul><li>Consumers shaping health in Australia </li></ul><ul><li>Mission: </li></ul><ul><li>To provide an informed and respected voice on national health issues </li></ul><ul><li>Established 1987, membership based, elected Governing Committee </li></ul><ul><li>Funding from the Australian Government, membership and specially funded projects </li></ul>
  11. 11. <ul><li>Why listen…. </li></ul><ul><ul><li>CHF voting member organisations represent millions of health consumers: </li></ul></ul><ul><ul><li>Population groups: older people, women, culturally diverse </li></ul></ul><ul><ul><li>Illness and self-help groups: diabetes, arthritis, cardiovascular, prostate cancer </li></ul></ul><ul><ul><li>Health interest groups: community, state, rural and remote, carers </li></ul></ul>
  12. 12. <ul><li>CHF communicates with members </li></ul><ul><ul><li>Health Update e-newsletter, website, Consumers shaping health </li></ul></ul><ul><ul><li>Policy briefings and consultation papers </li></ul></ul><ul><li>Projects involve members and consumers </li></ul><ul><ul><li>National workshops </li></ul></ul><ul><ul><li>Community engagements </li></ul></ul><ul><li>Consumer representatives program </li></ul><ul><ul><li>A trusted consumer voice on 200 committees </li></ul></ul>
  13. 13. <ul><li>Health Care Consumers Association of the ACT </li></ul>
  14. 15. <ul><li>How consumers can improve the safety of health services: </li></ul>Patient Guides
  15. 16. <ul><li>What consumer organisations do </li></ul><ul><li>Community Engagement </li></ul><ul><li>Consumer Participation </li></ul><ul><li>‘‘ Critical Friends’’ Groups </li></ul><ul><li>Health Literacy </li></ul>
  16. 17. Standards for consumer engagement <ul><li>National accreditation standards </li></ul><ul><li>ACHS standards </li></ul><ul><li>ACT Health standards for feedback </li></ul>
  17. 18. Consumer roles <ul><li>Consumers as people </li></ul><ul><li>Consumers as participants in their own healthcare </li></ul><ul><li>Consumers as citizens </li></ul>
  18. 19. <ul><li>Consumers as people </li></ul><ul><li>Consumers come in all shapes and sizes </li></ul><ul><li>(see UltraFeedback’s Healthy Australia Report) </li></ul>
  19. 20. <ul><li>Consumers as participants </li></ul><ul><li>Healthcare works best when consumers are active partners in decision making </li></ul><ul><li>Consumers are more likely to adopt and maintain healthy behaviours and follow care plans when they feel in control </li></ul><ul><li>CCC respects the rights and interests of consumers </li></ul>
  20. 21. <ul><li>Patient Centred Care </li></ul><ul><li>Respect </li></ul><ul><li>Choice and empowerment </li></ul><ul><li>Patient involvement in health policy </li></ul><ul><li>Access and support </li></ul><ul><li>Information </li></ul>
  21. 22. <ul><li>Picker Institute Europe </li></ul>
  22. 23. <ul><li>Consumers as the Solution </li></ul><ul><li>“ It is only by working in partnership with consumers and listening to and learning from their feedback, that it is possible for health services to truly appreciate what constitutes quality, safe health care” </li></ul><ul><ul><li>From Listening and Learning Feedback Standards, ACT Health 2003 </li></ul></ul>
  23. 24. <ul><li>Why consumers give feedback </li></ul><ul><li>“ I just wanted them to know so they could make changes” </li></ul>
  24. 25. <ul><li>Contact details </li></ul><ul><li>Russell McGowan </li></ul><ul><li> </li></ul><ul><li>Australian Commission for Safety and Quality in Health Care </li></ul><ul><li>Level 7, 1 Oxford St </li></ul><ul><li>Darlinghurst 2010 </li></ul><ul><li>www.safetyandquality.gov.au </li></ul>
  25. 26. <ul><li>Australia </li></ul>