SLIDE 1
Partnering with consumers in AOD services
Jacqui Gibson-Roos Keynote Speaker
1
in AOD services Jacqui Gibson-Roos Keynote Speaker 1 2 3 4 5 - - PowerPoint PPT Presentation
in AOD services Jacqui Gibson-Roos Keynote Speaker 1 2 3 4 5 - - PowerPoint PPT Presentation
Partnering with consumers in AOD services Jacqui Gibson-Roos Keynote Speaker 1 2 3 4 5 Alcohol and Other Drug Client Charter 6 Client and carer feedback Client and carer representatives 7 The role of a client representative
SLIDE 2
SLIDE 3
2
SLIDE 4
3
SLIDE 5
4
SLIDE 6
5
SLIDE 7
6
Alcohol and Other Drug Client Charter
SLIDE 8
- Client and carer feedback
- Client and carer representatives
7
SLIDE 9
- protecting the interests of clients
- presenting how clients may feel and think about
certain issues
- conveying the client experience of the services
- ensuring the committee recognises client concerns
- reporting the activities of the committee to clients
- ensuring accountability to consume
- flagging the need for the committee to undertake
consultation where a broader perspective is needed
The role of a client representative involves:
8
SLIDE 10
Actively encouraging and acting on client feedback will ultimately contribute to the development and delivery of better health care services.
Client Feedback
9
SLIDE 11
Written surveys Face to face interviews Patient satisfaction surveys
Solicited feedback
Formal and structured Linked to accreditation
Unsolicited feedback
Informal consumer initiated
Telephone surveys Focus groups Cards Chocolates Letters Comments Formal complaints through AHPRA
Chats
Phone Calls
CONSUMER PARTICIPATION QUALITY IMPROVEMENT
- Health service decides where and when
- Health service chooses the questions
and decides on the format
- Consumer decides where and when
- Consumer chooses the questions
and decides on the format
10
SLIDE 12
Consumers will not give feedback if they believe the health service or staff will somehow adversely affect them in the future.
11
SLIDE 13
- identified as the strongest deterrent in making
complaints
- concern is that services will be withdrawn or the quality
- f the care you receive will be compromised
Fear of retribution
12
SLIDE 14
- their feedback will be dealt with confidentially,
- it will be treated as legitimate and properly assessed,
and
- that they will not be discriminated against as a result of
providing feedback
Consumers need assurance that:
13
SLIDE 15
Linear model – feedback is a pathway
- The conveyor belt approach to feedback
Feedback as a cycle
- Establishing connections, building relationships and
continuing the dialogue
Models of consumer feedback
14
SLIDE 16
Linear model
15
Consumer Experience Consumer feedback Provider collates feedback Send to service area Area manager investigates Changes made to practice and policy as required Reports to Quality and Safety committee Respond to consumer
SLIDE 17
This involves the management of people and the management of information
- the people who provide the feedback (consumers), and
- the people who receive and act on the information (staff)
Parallel processes occur in the feedback system
16
SLIDE 18
- Open communication and ongoing interaction with all parties
kept in the loop
- Focus on creating and building relationships between
consumers and providers
- Protecting the rights of all parties
17
SLIDE 19
- acknowledgement
- clarification
- action (e.g. investigation)
- change in practice
- monitoring the change
From the consumer perspective there are five critical aspects in the feedback process:
18
SLIDE 20
19
SLIDE 21
- Values individual experiences
- Collects data and links this to quality improvement
- Encourages and supports consumers to provide feedback
- Supports staff
- Consumer feedback is core business for all staff, everyday
The evolved health service
20
SLIDE 22
Ideas Exchange 2017