Partnering with Consumers, Carers and Our Community
Consumer and Community Engagement Strategy 2015 – 2018
Consumer and Community Engagement, WCHN
Excellence in healthcare consumer engagement can be achieved by developing an organisational strategy, were a consumer or carer fingerprint appears on all levels of decision-making. The WCHN developed its strategy to provide a blueprint for engagement. Implementation over a 36-month period has resulted in 5000 combined hours of direct consumer engagement, 216 consumer representatives involved and 250 quality improvements. Combining efforts have resulted in a shift in culture and practice.
Client Management Unit
The Client Management Unit (CMU) was initiated in 2018 to identify frequent presenters to Triple Zero and to partner with clients to design strategies that better meet their individual needs and, reduce reliance on ambulance services and Emergency Departments. Evidence to date demonstrates improved patient care and reduced reliance on health services. In just five months since beginning, comparing data for the months prior to CMU start up, there have been 122 less transports and 187 less ED presentations.
Patient & Family Representative Program
Consumer Engagement Unit, SALHN
The Patient and Family Representative Program has supported SALHN Divisions/Wards to partner in patient and family-centred care: creating and supporting partnerships between the Representative, healthcare team and our consumers and carers. This proactive partnership listens to the consumers and carers voice and partners with them to drive our continuous improvement approach to creating a respectful and reliable health service that is responsive to consumer and carer experiences.