Alfred Health’s Strategy for
community participation and
patient/consumer partnership
Why do we need a Patients Come
First strategy?
• Department of Health policy ‘Doing it with us not for us’
• National Safety & Quality Healthcare Standards (and other health care
standards)
• Alfred Health Strategic Plan 2011-2015
• Australian Charter of Healthcare Rights in Victoria
• Research indicates improved clinical outcomes and experience for patients
Why is our strategy called
Patients Come First?
Alfred Health Strategic Plan 2011 - 2015
Vision :
Trusted to deliver outstanding care
Mission: Highest quality clinical practice (delivered in
partnership with patients, carers, the community and
other health care providers)
Values:
Priorities
The first of Alfred Health’s six priorities is Patients Come First
Patients Come First
Why are we using the term patient
rather than consumer?
The term patient at Alfred Health refers to:
- Patients / Clients / Residents
- Consumers
- Carers / Families
- Peer Workers or Carer Consultants in Mental Health.
The term consumer is used to describe previous, current or future
patients/carers who have agreed to participate in service
improvement activities at Alfred Health.
Core concepts of our Patients
Come First Strategy
• Committed leadership at all levels
• Respectful partnership
• Engaging patients, families and carers as partners
• Reliable care
• Evidence-based care
• Organisational culture that supports learning and improvement
• Building staff capacity and a supportive work environment
• Regular collection and reporting of data
• Accountability at all levels for improving patient centred care
Who coordinates the development
and implementation of PCF?
Alfred Health Board
Executive Committee
Community Advisory
Committee
Patients Come First
Working Group
Patients
Engagement
Partnership &
Feedback Working
Group
Community
Participation Plan
Working Group
Patient Centred Care
Education Working
Group
Consumer
Education Forums
Phase 1: Creating a structure for
implementation
Approval of the
Patients Come First
Strategy Policy
Establishment of a
PCF governance
structure
Redevelopment of the Consumer Register
Complete
Guidelines and Consumer Role Statements
Complete
Patient centred care education programs for
Consumers and Staff
Developing
PCF KPIs and Evaluation Framework
Developing
Collection, analysis and reporting of patient feedback
Developing
Development Patients Come First website and intranet
site
Developing
Phase 2: Evidence of patient
centred care (next 6 months)
Consumer and staff patient centred care education and orientation
Evaluation framework including audits and reporting
Integrated approach for patient feedback and reporting
•Patient experience survey
•Patient stories
•Complaints and compliments
Patient information development and review includes consumers
Evidence of consumer feedback and engagement to inform local and
organisational planning
Increased consumer participation in local and organisational safety and
quality activities
When will we know that Patients
Come First?
■ Every patient feels involved
in decisions about their care
(partnership in care)
■ Improved
patient
satisfaction with their care
experience
■ Consumer participation at
every level is embedded
across Alfred Health
Patient Perspective
“Everybody calls me by my first
name and treats me how I want
to be treated. All decisions are
consultative and made with my
consent”.
(Alfred Health patient)
Staff Perspective
“ The person you care for has to be the centre
of everything you do. It’s about treating them
more as a person not a disease”
(Alfred Health nurse)
Leadership Perspective
“It is absolutely about leadership. It’s not about
how much you know, but how much you care.
And you hit different units and you see it all the
time but it starts at the top. The leader has to be
out there leading…….with your heart. And
you’ve got to feel it…..and you had better have
the courage to step up and make changes and
show your staff consistently that you’re sincere
about this.”
(Planetree and Picker Institute 2008)
Who to contact for more information
or with any queries regarding PCF?
Suzanne Corcoran
Community Participation Coordinator
Level 2, East Block, The Alfred
Email:
[email protected]
[email protected]
Phone: 9076 2409
www.alfredhealth.org.au
Alfred Health Annual Meeting
2011 / 2012
Andrew Way
Chief Executive