Consumer Participation Plan Summary

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1 Consumer Participation Plan Summary

2 Table of Contents 1. Summary Consumer, Carer and Community Participation Plan Aim Objectives Strategies Strategies and Actions (Implementation Plan)... 5 Strategy One: Organisational commitment... 5 Strategy Two: Participation processes... 7 Strategy Three: Participation in practice... 9 Strategy Four: Capacity building... 11

3 1. Summary Benalla Health believes that consumer participation is fundamental to ensuring an effective and responsive health service. Furthermore Benalla Health also recognises that consumer participation is essential to providing information for improvements in individual health outcomes and health service delivery. The Benalla Health Consumer Participation Plan outlines how Benalla Health will engage with consumers, carers and the community to help shape health services whilst keeping the community involved and informed. Consumers can provide unique and valuable insights into health care due to their own experiences of using the health system as a patient, client or carer and as members of a community. Many consumers understand what is happening within their community and what they might value. In developing this plan, over 100 organisations and individuals were consulted, and they said that they wanted to be involved with Benalla Health about: Matters that directly affect them; Planning for changes that will affect Benalla Health s future services; What services are available, what they cost and how they can be accessed; Resources for treatment locally; Hearing feedback about their input into surveys or plans and From Benalla Health s point of view, the participation and feedback from consumers, carers and the community is particularly important to understand: Are we meeting consumer needs? Can we do things better? There are three levels at which people want to be engaged with Benalla Health: Information - one way communication from Benalla Health to target groups and the broader community. The information desired is service availability, accessibility, costs and what is happening updates Feedback on current services and making them more appropriate and better for users. This includes specific input on levels of service, what is provided and when, how well it is provided, satisfaction, quality and new ideas. (Involvement can be at the individual level where people participate in making decisions affecting them; at the program level and at the organisational level) Collaboration and involvement in future service planning Consumers requested access to multiple ways of being informed, and providing input. They also said that when their participation is sought, it needs to be clear what are they being asked, what is the purpose and how will it make a difference to Benalla Health or other consumers? Feedback was considered essential to those who participate in providing input. This feedback needs to cover what was heard, how was it used (or why was it not used), and what has happened as a result? An additional finding from the consultation is that there appears to be a need to build engagement skills internally. Benalla Health recognises it has a leadership role to Consumer Participation Plan Page 1 of 14

4 support staff to develop skills that will enhance their understanding of the importance of valuing and enabling community participation. As a result of the consultation, the Consumer Participation Plan was developed with the following Aims, Objectives and Strategies: Aim Benalla Health aims to increase active engagement and participation from consumers, carers and community members to: Improve the quality of health care and health outcomes for consumers Ensure that current services are meeting consumer needs, and will be designed with consumers to meet future needs Provide information and feedback for improving services and service delivery Specifically, through better engagement and participation of consumers, carers and the community, Benalla Health intends to: Use consumer and carer experience and feedback to improve services Continue to create consumer and carer friendly access to services Improve communication between all stakeholders Design future services and plans to meet the needs and preferences of the community, from the planning stage through to evaluation and monitoring Engage people across the diversity of the community, and design services that are responsive to diverse groups Establish links with community organisations, and partner with other health and community service organisations to deliver seamless and integrated services where possible Obtain feedback on system level issues regarding consumer and carer feedback and complaints Objectives Ensure that the continual practice of consumer participation in all facets of service provision at Benalla Health is part of the cultural norm, with systems and processes in place to support participation Improve upon the existing practices of consumer participation at Benalla Health so that consumers enjoy increased opportunities to contribute, and know how their input has made a difference Build the capacity of people to be more fully involved in participation with Benalla Health inclusive of: o o o individual consumers and carers board members and committee members volunteers and staff The actions contained within this Plan, cover four areas that will assist with achieving the stated aims and objectives: Organisational commitment to participation Refining and implementing positive participation processes Increasing meaningful consumer, carer and community participation Building the skills of staff, consumers and individuals to enable participation Consumer Participation Plan Page 2 of 14

5 6. Consumer, Carer and Community Participation Plan 6.1 Aim Benalla Health aims to increase active engagement and participation from consumers, carers and community members to: Improve the quality of health care and health outcomes for consumers Ensure that current services are meeting consumer needs, and will be designed with consumers to meet future needs Provide information and feedback for improving services and service delivery Specifically, through better engagement and participation of consumers, carers and the community, Benalla Health intends to: Use consumer and carer experience and feedback to improve services Create consumer and carer friendly access to services Improve communication between all stakeholders Design future services and plans to meet the needs and preferences of the community, from the planning stage through to evaluation and monitoring Engage people across the diversity of the community, and design services that are responsive to diverse groups Establish links with community organisations, and partner with other health and community service organisations to deliver seamless and integrated services where possible Obtain feedback on system level issues regarding consumer and carer feedback and complaints 6.2 Objectives Ensure that the continual practice of consumer participation in all facets of service provision at Benalla Health is part of the cultural norm, with systems and processes in place to support participation Improve upon the existing practices of consumer participation at Benalla Health so that consumers enjoy increased opportunities to contribute, and know how their input has made a difference Build the capacity of people to be more fully involved in participation with Benalla Health inclusive of: o o o individual consumers and carers board members and committee members volunteers and staff Consumer Participation Plan Page 3 of 14

6 6.3 Strategies Each of these strategy areas contributes to the desired aim. The strategies cover actions to increase participation of community, consumers and carers at three levels: individual care level program level and overall health service level Strategy One: Organisational commitment Embed and demonstrate organisational commitment to consumer, carer and community participation Strategy Two: Participation processes Refine and implement positive participation processes Strategy Three: Participation in practice Increase meaningful consumer participation so that consumers, carers and community members are active participants in the planning, improvement and evaluation of strategies, services and programs on an ongoing basis Strategy Four: Capacity building Build the capacity of staff, consumers and carers and community members to participate fully and effectively Consumer Participation Plan Page 4 of 14

7 7. Strategies and Actions (Implementation Plan) Strategy One: Organisational commitment Goal: Embed and demonstrate organisational commitment to consumer, carer and community participation. Key outcomes: By 2016: Community, carer and consumer participation is sought, recognised and valued at strategic and operational levels Policies, Plans and governance structures enable and formalise the participation of consumers, carers and community members Benalla Health provides appropriate resources to support and enable participation by consumers, carers and the community Position descriptions for Benalla Health staff spell out the expectations of encouraging community participation, and appropriately using consumer, carer and community input into decision-making, quality and safety and the consumer journey appropriate for their role within the organisation Standardised procedures/checklists are developed to enable community participation Community participation data is evaluated and monitored across the organisation, demonstrating how consumer, carer and community input has been used to shape services, plans, quality and safety, and is reported to, Quality and Safety committee and the. National and Victorian standards for consumer, carer and community participation are met and maintained Consumer Participation Plan Page 5 of 14

8 Strategy area 1.1 Governance Actions Responsibility By When Comments / Progress Develop and implement a consumer, carer and community participation policy DCH March Endorse the Consumer Participation Plan November 2013 Completed Jointly review Terms of Reference for,, Quality and Safety Committee, and support groups to overtly recognise the value of input from carers, consumers and community members and how their input will influence decision making and future direction Members of relevant committees March 1.2 Embedding participation Benalla Health PDs are reviewed to ensure clear expectations of the value of consumer, carer and community input Staff induction includes session on the value of consumer, carer and community input, how it is used, and their roles to enable participation HR Manager and HR Manager and June February Continue formal processes to evaluate and monitor community participation by all stakeholder groups across the organisation 1.3 Reporting and evaluation Community participation feedback is reported to, Quality and Safety committee and, for their analysis, monitoring and action planning as required Chairs of committees Clinical governance Q&R Manager Quality of Care Report contains information about stakeholder participation and how that has been used Q&R Manager Quality and Safety Committee Annual Complaints and compliments themes and trends are reported to Quality and Safety committee for discussion and input of consumers for future actions to improve services Q&R Manager Quality and Safety committee Standard agenda item in Clinical Governance, Quality and Safety and. Consumer Participation Plan Page 6 of 14

9 Strategy Two: Participation processes Goal: Refine and implement positive community participation processes Key outcomes: By 2016:, and relevant committees reflect the diversity of Benalla Health communities (including young people, culturally diverse, low socio-economic) Specific staff, and relevant committee members who value participation and passion and skills are enabled as champions to show others and build/share skills Closing the loop is standard practice for all consumer input received The diverse community, including hard to reach groups, are routinely engaged in service planning The voice of smaller communities is heard as part of the participation process Inclusive care planning and discharge planning is demonstrated Procedures are in place and standardised to ensure that Volunteer and Support Group feedback from consumers is considered Website is dynamic, friendly and up to date and the design is based on staff, consumer, carer and community input Consumer Participation Plan Page 7 of 14

10 Strategy area 2.1 Diversity of consumers with voice Actions Responsibility By When Identify gaps in current voices on and recruit representative voices from relevant community members/groups. February Comments / Progress Work with the current support groups, carers groups and volunteers, to determine a process for their engagement/feedback (develop process, adopt and implement) Process x March High priority 2.2 Targets for increased participation Work with the Health Issues Centre to identify latest research on consumer participation and bring to the the Identify targets for increased community participation, including identifying key strategies and plans requiring specific input DCH Annually Process x March Review NHW and GVH committee processes. 2.3 Advocacy Advocate on behalf of the community for issues affecting their health 2.4 Website Benalla Innovation IT Group (BIIG) and to review current website and update to be more current, and relevant to consumers, carers and community BIIG Consumer Participation Plan Page 8 of 14

11 Strategy Three: Participation in practice Goal: Increase meaningful consumer participation so that consumers, carers and community members are active participants in the planning, improvement and evaluation of strategies, services and programs on an ongoing basis. Key outcomes: By 2016: Evidence of community participation has improved Benalla Health is continued to be perceived positively by the community There is evidence of community participation in: o all relevant capital planning o quality improvement activities and quality processes o complaints mechanisms, and reviewing themes arising from complaints o strategic planning (e.g. Strategic Plan, Consumer Participation Plan) o development of new services and programs o review of services and programs o promotional materials relating to consumer rights and responsibilities, health information and services o consumer information (in-patients, residents, carers, visitors) Committees are routinely used to provide input and feedback on the above. Community participation processes are clearly understood by those engaged. Benalla Health provides regular guest speakers to local organisations; communicates regularly via the media; provides information about access and services Partnerships with community groups and other service providers are maintained and strengthened Social media is part of the routine suite of communication and engagement processes Consumer Participation Plan Page 9 of 14

12 Strategy area Actions Responsibility By When 3.1 Relationships with community groups Refine list of community groups to engage with do these incorporate the diversity of the Benalla Health community? February Comments / Progress See Continue to schedule guest speaking engagements with community groups CEO Report to as done 3.2 Partnerships Continue to publicly name and acknowledge the partnerships and the work done together (AGM, Annual Report) 3.3 Individuals Promote the new Australian Health Care Charter for Victorian health care services CEO 3.4 Techniques for participation Develop regular communication and particpation activities about: Services availability Other related services Changes to services News and updates 3.5 Community participation in the provision of quality and safety information Through: Regular, personal media articles including print, radio, TV and the internet Updated website Quarterly feature in Ensign Provision of summary information to schools and community groups so that they can distribute in newsletters Working with schools and community groups so that this would be a two way process between the organisation and the community Seek specific feedback from support and carer groups, volunteers and about aspects of quality and safety performance Q&R Manager Annual See and Consumer Participation Plan Page 10 of 14

13 Strategy Four: Capacity building Goal: Build the capacity of staff, consumers, carers and community to participate fully and effectively Key outcomes: By 2016: training and support is provided so that: Staff understand the consumers journey and experience Staff increase their capacity to encourage and enable active consumer and carer participation Health literacy for consumers is increased, enabling better understanding and greater participation in their treatment and care Consumers, carers and community members feel supported and confident to participate more effectively with support groups, committees and Respect, discuss, communicate, involve and update underpins Benalla Health s participation processes. The capacity for consumers, carers, community members, staff and members to participate in providing feedback to Benalla Health and be involved in decision making is enhanced, and valued. Consumer Participation Plan Page 11 of 14

14 Strategy Area Actions Responsibility By When Comments / Progress 4.1 Staff Develop appropriate training material and opportunities for staff Education and Research Unit HR Manager June Ensure consumer participation is covered in Orientation Provide opportunities for consumer input to staff training (personal experiences and feedback) Monitor attendance at forums and training opportunities so that staff can be identified as receiving training appropriate to the expectations of enabling participation as outlined in their PD Education and Research Unit HR Manager 4.2 Consumers Identify appropriate health literacy training programs appropriate for local consumers and carers DCH December Consumer Participation Plan Page 12 of 14

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