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Director General of WA Health - Launch Address
WA Health emphasizes the importance of patient experience in improving quality and safety in healthcare. Key elements include fostering a compassionate organizational culture, involving consumers in health service planning, and ensuring staff feel valued. The document outlines strategic efforts, including leadership development programs, to enhance patient care and engagement.
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Director General of WA Health - Launch Address
- 1. Patient Experience Week2016 Dr DJ Russell-Weisz - Director General, WA Health
- 2. Patient Experience atWA Health WA Health is committed to patient care, patient safety and providing the best patient experience. Patient experience informs clinicians and administrators and drives quality and safety outcomes in clinical services. It is essential to have an organisational culture where staff feel valued and respected, and patients are treated with dignity and respect. Consumers must be involved in strategic processes that guide the planning, design and evaluation of health services. Everyone at WA Health is responsible for the patient experience. “People have the right and duty to participate individually and collectively in the planning and implementation of their health care.” – Declaration of Alma-Ata, International Conference on Primary Health Care 1978 2
- 3. Values – froma personal perspective Commitment, Accountability, Respect, Excellence Drive and Dedication Integrity and Humility Passion and Humour Resilience Teamwork Work ethic Attention to detail Set, build and deliver the culture 3
- 4. Clinical Senate onPatient Experience The patient will see you now – thinking beyond accreditation to focus on the patient experience. Held December 2015 More than 100 senators, consumers and experts Department of Health partnering with Health Consumers’ Council Consumers and clinicians working together to improve the patient experience in our health system Examining how we can best use the patient experience to inform clinicians in order to drive quality and safety outcomes within our clinical services.
- 5. What is CompassionateCare? “Put simply, compassionate care is about the way in which people relate to each other.” – WA Health Nursing and Midwifery Office. Compassion for self Necessary in order to have capacity to deliver care required Compassion for consumer and their caregivers Consumer is part of the journey and decision making process Compassion for colleagues Direct link between staff wellbeing and quality and safety of care Compassionate organisations Caring and compassionate culture. 5
- 6. These disasters wereheralded years in advance by poor clinical engagement. Quality indicators indicated a problem retrospectively. Need to understand which lead indicators gauge the health of an organisation. Failings in Compassionate Care: A Case Study The Francis Report - Mid Staffs Hospital Scandal, NHS Hospital Trust 6
- 7. Compassionate Care atWA Health Earmarked as a priority in the Nursing and Midwifery Office (NMO) Strategic Direction 2015-2017. Embedded in NMO’s Leadership Development Program – completed by more than 200 frontline leaders since 2013, with 60 more enrolled for 2016. Embraced as a priority throughout the Department of Health – in particular in the Nursing and Midwifery Office, Chief Health Professions Office, Office of the Chief Medical Officer, and Patient Safety and Quality Division. Department of Health – as system manager - setting key performance indicators and policy around non-bullying culture, culturally safe workplaces, and professional development and training. Key performance indicators also being set in relation to staff engagement, patient outcomes, accountability and innovation. 7
- 8. Patient Experience –Summary The patient journey is unique to each person. Every interaction with patients and their families impacts on their experience. We must transparently measure the patient experience. Lessons learnt – through both positive and negative feedback – can be used to improve health services. A system-wide definition of a great patient experience should be developed. Consumers must be involved in the planning, design and evaluation of health services. It is essential to have an organisational culture where staff feel valued and respected, and patients are treated with dignity and respect. This starts with our behaviour and our values. 8
- 9. Thank you. Enjoy theInaugural Patient Experience Week Events 9
Editor's Notes
- #6 Compassion is at the forefront of international and national policy, practice and education; this is no different in WA Health (supported by literature, work in NHS, US etc). In an ever increasing complex health context, often driven and dominated by concerns about outcomes, productivity, efficiency and competence, the importance of compassion and compassion care is paramount. What is it? There are many definitions, but simply Compassionate Care is about the way in which people relate to each other. What is WA Health’s focus? In caring for the community of Western Australia we know we need to address and support four key areas including: Compassion for self workforce is best placed to provide care and has the capability and capacity to do so Compassion for consumers and their care givers we have a “consumer first” approach, where the individual is part of the journey and decision making process Compassion for colleagues we know there is a direct link between staff well being and the quality and safety of care delivered. To achieve what we need to achieve, we need a high performing team approach. Compassionate organisations To attract and retain the best health care professionals, we need a caring and compassionate culture within our organisation and services. This is imperative in supporting our staff to “do the job they do” and meet the mission and values of WA Health. What are we doing? Have embedded a number of strategies to support Compassionate Care. Compassion for self Appointment of the right people, with the right qualifications and attributes at the right place. Staff who are aware of their emotional intelligence (EI) and their needs for a work-life balance (education available). Compassion for consumers and their care givers Engagement of consumers at all levels, for example like this presentation, but also ensuring membership on key boards, embedding this in our leadership development programs like our successful Leading Great Care program for nursing and midwifery frontline leaders and acting on recommendations from our Clinical Senate debates. Compassion for colleagues Setting KPI’s and policy around non bullying culture, culturally safe workplaces and professional development and training. Compassionate organisations Setting KPI’s in relation to staff engagement, patient outcomes, accountability and innovation. WA Health needs to be professionally, ethically and compassionately fit to care for the people of this state and we take this mandate seriously. We look forward to continuing to partner with people like yourselves to achieve this.
- #8 Compassion is at the forefront of international and national policy, practice and education; this is no different in WA Health (supported by literature, work in NHS, US etc). In an ever increasing complex health context, often driven and dominated by concerns about outcomes, productivity, efficiency and competence, the importance of compassion and compassion care is paramount. What is it? There are many definitions, but simply Compassionate Care is about the way in which people relate to each other. What is WA Health’s focus? In caring for the community of Western Australia we know we need to address and support four key areas including: Compassion for self workforce is best placed to provide care and has the capability and capacity to do so Compassion for consumers and their care givers we have a “consumer first” approach, where the individual is part of the journey and decision making process Compassion for colleagues we know there is a direct link between staff well being and the quality and safety of care delivered. To achieve what we need to achieve, we need a high performing team approach. Compassionate organisations To attract and retain the best health care professionals, we need a caring and compassionate culture within our organisation and services. This is imperative in supporting our staff to “do the job they do” and meet the mission and values of WA Health. What are we doing? Have embedded a number of strategies to support Compassionate Care. Compassion for self Appointment of the right people, with the right qualifications and attributes at the right place. Staff who are aware of their emotional intelligence (EI) and their needs for a work-life balance (education available). Compassion for consumers and their care givers Engagement of consumers at all levels, for example like this presentation, but also ensuring membership on key boards, embedding this in our leadership development programs like our successful Leading Great Care program for nursing and midwifery frontline leaders and acting on recommendations from our Clinical Senate debates. Compassion for colleagues Setting KPI’s and policy around non bullying culture, culturally safe workplaces and professional development and training. Compassionate organisations Setting KPI’s in relation to staff engagement, patient outcomes, accountability and innovation. WA Health needs to be professionally, ethically and compassionately fit to care for the people of this state and we take this mandate seriously. We look forward to continuing to partner with people like yourselves to achieve this. Nuring and Midwifery Office M office had on strategic plan… look at compassionate care… Joined up conversation… \\ NMO Taking a lead on… in collaboration with rest of clinical services and research division… allied health professions… patient safety and quality… Strategic conversations… with new changes coming up… importance of KPIs… 2015… strategic plan… NMO… future goals… pressing and influencing policy and practice… Leadership devleopment program – 200 frontline leaders… 60 enrolled for this year… Toolkit and framework Bigger context… department of health role in working with how HS implement and monitor ensuring…