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2016 Patient Experience Symposium
1 2016 Patient Experience Symposium Thursday 5 May – Friday 6 May 2016 Bay 4 Australian Technology Park Locomotive St, Eveleigh NSW #PExS2016 Plenary presenters: Leslee Thompson, former CEO Kingston General Hospital, Canada Louisa Hope, Consumer Speaker Alan Lilly, CEO, Eastern Health Infrastructure 2 Plenary Presenters Leslee Thompson Louisa Hope Alan Lilly Leslee Thompson is an experienced, energised and dynamic executive, corporate director and health system leader. Over a year ago Louisa was celebrating Christmas with her mother in the CBD, Sydney, when they decided to have a coffee at the Lindt café at Martin Place - a decision that would change her life. Alan Lilly joined Eastern Health as Chief Executive in April 2009. Alan commenced his health career as a Registered Psychiatric Nurse in the early 1980s before completing post graduate education and training as a Registered General Nurse. former CEO Kingston General Hospital, Canada As President and CEO of Kingston General Hospital (KGH), Leslee led the organisation through a major transformation to become a high performing and award winning academic health centre. Consumer Speaker During the Sydney siege, Louisa was not only shot in the foot but was also used as a human shield. She spent three months in hospitals recovering from her wound. She used her strategy, “Keep the patient at the forefront, and everything will unfold from there” to position and embed patient and family centred care as a defining feature of the Kingston General Hospital. Her wonderful personality and warmth made her a much admired patient and even after all she had been through, Louisa wanted to make a difference to those who treated her every day. Leslee has recently been appointed President and CEO of Accreditation Canada. She generously donated the $25,000 she was gifted after her interview with Channel 9 to the Prince of Wales Hospital Foundation. A cheque not to be spent on her recovery, not to be splashed on luxury goods as deserved recompense, but a gift from a heart of thankfulness. We would like to acknowledge the Hospital Alliance for Research Collaboration (HARC) for the support of international plenary speaker Leslee Thompson. In March 2015, the Prince of Wales Hospital Foundation launched the Louisa Hope Fund for Nurses - to help nurses at the hospital have access to ‘seed money’, via a grant process, for any necessary equipment, research and education that nurses deem worthy! Louisa has tirelessly been fundraising this year. She has successfully raised over $100,000, part of which has already supported six nurse initiated programs. Her aim is to replenish this fund to ensure nurses have access to funds year after year. CEO, Eastern Health He emigrated from England to Australia in 1986 and later completed a Graduate Diploma in Health Services Management and a Master of Business in Health Administration. Alan is a Health Service Surveyor with the Australian Council on Healthcare Standards and is the immediate past Chair of the North Eastern Melbourne Integrated Cancer Service. He is a member of the Ministerial Advisory Council on Nursing & Midwifery in Victoria and a current Board Director of the Victorian Hospitals’ Industrial Association. He is a also a Member of the Australian Institute of Company Directors, an Associate Fellow of the Australian College of Health Service Executives and a Fellow of the Australian Institute of Management. Eastern Health was honoured to receive the Victorian Premier’s Metropolitan Health Service of the Year Award in both 2013 and again in 2014. 3 Principal sponsor Gold sponsor Gold sponsor Booth number 8 Booth number 6 Booth number 7 Silver sponsor 4 Symposium Program – 5 May 2016 8:00am for 8:30am start – Event entry Bay 4 Registration - Arrival tea and coffee WELCOME 8.30 am Welcome to Country Ann Weldon, Elder and Board Member, Metropolitan Aboriginal Land Council 8.40 am Welcome Carrie Marr, CE, Clinical Excellence Commission Dr Nigel Lyons, CE, Agency for Clinical Innovation 8.50 am Symposium launch Secretary, NSW Health PLENARY 1 9.00 am Patient Inspired Leadership: a call to action Leslee Thompson, former CEO Kingston General Hospital, Canada Morning tea 9:45am – 10:15am (brought to you by our Gold sponsor Energesse) CONCURRENT SESSION A - 10:15am – 11:30am Main Auditorium Oral Presentations Using the patient experience to drive change Written for the Mob by the Mob – Stroke Education Resources. Rachel Peake, Tamworth Stroke Service NSW, and Bill and Coral Toomey, LHD Consumers Chaired by Jason Boyd, BHI Triple CCC Project – Care, Communicate, Coordinate. Tracey Hinke, Patient Journey Facilitator, Shellharbour Hospital Using patient stories to deliver safe and compassionate care. Angelo Fatato, Nurse Manager Essentials of Care, Nepean Blue Mountain LHD Rapid Fire Presentation Using the patient experience to deliver pre-operative information and education in the Illawarra Shoalhaven. James Brinton, Wollongong Hospital, Illawarra Shoalhaven LHD Room 6A Oral Presentations Quality and Safety Outpatients in the flags. Ellen Watson, Senior Physiotherapist, Upper Hunter Community Health NSW Chaired by Dr Karen Luxford, CEC Point of view video analysis to capture patient and family perspectives during simulated scenarios. Alice Polak, The Children’s Hospital Westmead NSW Walking the Talk: partnering with peers with lower limb amputation. Merridie Rees, CNC, Aged Care/Rehabilitation Hunter New England LHD Rapid Fire Presentations Quality improvement initiative for bone marrow transplant patients. Annabel Horne, CNC, St Vincent’s Hospital NSW MIMMS Sun flower. Marissa Dodds, Manager, Consumer Community Participation, Northern Sydney LHD 5 Room 6B Oral Presentations Mental Health Co-production: A new era for mental health service provision. Jo Sommer, Rehabilitation Coordinator, South Eastern Sydney Mental Health Service and Vicki Katsifis, Senior Peer Learning Advisor, South Eastern Sydney Recovery College Chaired by Michael Peregrina, NaMO Partnerships for better health – improving mental health outcomes for people with an intellectual disability. Erin Whittle, Research Officer, School of Psychiatry, University of NSW Consumer and carer engagement in mental health services. Tiyana Gostelow, Recovery College Project Manager, Central Coast LHD Rapid Fire Presentations MY Recovery – the consumer-led journey. Paul Templeton, Mental Health Recovery Unit, Wagga Wagga NSW Room 9B More than just a tick box: engaging young people in health service delivery Workshop – Children and Youth J Ho and Anjali Balakrishna, Trapeze, Sydney Children’s Hospital Network, NSW, M Rafraf, Agency for Clinical Innovation Transition Care Network, NSW Chaired by Chris Franks, CEC Consumer Advisor OVERVIEW: To highlight strategies for engaging with young people with chronic illnesses and disabilities using technology Room 9C Measuring things that are important to patients: Using patient reported outcomes and experience to improve care in NSW Workshop – PROMS + PREMS Chaired by ACI/CINSW Agency for Clinical Innovation NSW and Cancer Institute NSW OVERVIEW: To provide clinicians, consumers and carers an overview of the practical collection and use of Patient Reported Outcome and Experience Measures. The workshop will demonstrate how these measures can be used to help improve the safety and quality of care delivered to patients and drive service improvement CONCURRENT SESSION B -11:45am – 1:00pm Main Auditorium Oral Presentations Consumer Partnerships Nothing about us without us: walking the talk. Heidi Keevers Consumer Partnerships Coordinator Northern NSW LHD and Leon Beveridge, Support Facilitator, Mission Australia Chaired by Raj Verma, ACI Frequent user management – Mary’s story. Paul Wildin, NSW Ambulance Creative solutions – Partnering with consumers when resources are scarce. Elizabeth Newton, Senior Consumer Advisor, Hunter New England Mental Health Service Rapid Fire Presentations Take away health information correctional style. Brenda Mauritzon, Justice Health and Forensic Mental Health Network CALD Support groups for Muslim and multicultural women. Nadia Dghaich, Multicultural Health Service Illawarra Shoalhaven LHD 6 Room 6A Oral Presentations Children and Youth The Raymond Terrace Koori youth health workshop pilot program. Megan Alston, Clinical Integration Coordinator, Hunter New England LHD Chaired by Margaret Kelly, Office of Kids and Families Strong fathers, strong families, Possum Cloak Project. Dawn Williamson, Nepean Blue Mountains, LHD Redesigning the clinic for young people. Michelle Kriss, Young People’s Clinic, Greater Newcastle Sector Rapid Fire Presentation Welcome to our service. Helen Andriotis-Leodis, Justice Health and Forensic Mental Health Network The Memory Garden Series – improving children’s experience of death and grief. Elizabeth Shepherd and Natasha Samy, Sydney Children’s Health Network Room 9B Organization-wide approaches to improving patient experience Workshop – Organizational approaches Clinical Excellence Commission NSW Chaired by CEC Room 9C Workshop – Patient Activation Measures Chaired by Sarah Barter, ACI OVERVIEW: This interactive workshop session will provide practical strategies and examples of how to take an organization-level approach to improving patient experience with an equal focus on staff experience and workplace culture. The workshop will support health services to rise to the challenge and action plan for service and district level change. Person Centred Care: implementing experience with the patient activation measures in NSW T. Chapman, L. Soars, M. Pleffer, Primary and Integrated Health, South Eastern Sydney LHD A. Coe, Operations Directorate, Central and Eastern Sydney Primary Health Network M. Parsons Diabetes Alliance, Hunter New England LHD OVERVIEW: Collaborative practice implementing the use of the Patient Activation MeasureTM (PAM) will ensure the patient experience drives the tailored clinical interventions required for personalised care planning. This workshop will provide a summary of the implementation experience across SESLHD, HNE and the UNSW in using this tool to transform clinic experiences and the patient’s role with goal setting and decision making in long term condition management. Lunch 1:00pm – 2:00pm (brought to you by our Principal sponsor CFS) PLENARY 2 Main Auditorium 2.00 pm Getting yourself into the Patient’s Shoes – the Eastern Health approach to achieving a GREAT patient experience Alan Lilly, CEO Eastern Health 2.30 pm Deadly Dads healthy bubs through breastfeeding Vladimir Williams, Melanie Carter Afternoon tea 2:45pm – 3:15pm CONVERSATIONS WITH CONSUMERS Main Auditorium 3:15pm Chronic and Complex Care, Advocacy and Engagement Michael Morris , Co-Chair Sydney Children’s Hospitals Network, Samuel Morris Foundation and Fire Rescue NSW A patient journey... when you are always a patient (or feel like one…!) Adam Johnston, Consumer Advisor for ACI, CEC and Northern Sydney LHD Sticking kids, families and communities together with FFHHF Glue Kelly Foran, CEO, Friendly Faces Helping Hands 3:45pm Consumer Plenary Panel Michael Morris , Adam Johnston, Kelly Foran - Chaired by Laila Hallam 4.25pm Closing comments Dr Karen Luxford, Clinical Excellence Commission Raj Verma, Agency for Clinical Innovation 4.30pm Close Day 1 7 Symposium Program – 6 May 2016 8:30am for 8:45am start – Event entry Bay 4 Registration - Arrival tea and coffee WELCOME 8:45am Didgeridoo player Adam Hill 9.00am Welcome (recap of Day 1) Raj Verma, Agency for Clinical Innovation Dr Karen Luxford, Clinical Excellence Commission PLENARY 1 – Patient Experience Stories 9.15am Butch Young’s Toolbox for Life! A story of recovery Butch Young, Consumer Advocate, NSW Health Rob’s story (video) Morning tea 10:00 – 10:30am (brought to you by our Gold sponsor Cemplicity) CONCURRENT SESSION C - 10:30am – 11:45am Main Auditorium Oral Presentations Using the patient experience to drive change Consumer engagement by design. Jane Cockburn, Kairos Now, Sydney NSW, Australia Chaired by Leslee Thompson, Guest Speaker The Story of Us. Listening and responding to Australian health consumers and communities. Dr Coralie Wales, Western Sydney LHD Consumer involvement in the Sepsis Advisory Group. Marianne Matea, Health Consumer, NSW Rapid Fire Presentations Using the patient experience to drive change; a multifaceted approach Phoebe Huestis, Charlotte Birchall, St Vincent’s Hospital A menu for patients developed by patients. Kia Roberts, Accredited Practising Dietician, Concord Hospital NSW Room 6A Oral Presentations Integration across the continuum Partnering to work together – to CARE together in chronic illness. Natalia Knezevic, Care Coordination and Chronic Disease Management, Western NSW LHD and Deborah Kenna, District Manager, Chronic Care Strategies, Western NSW LHD Chaired by Jessica Drysdale, Health Infrastructure Patient reported outcomes and experience guiding the model of care for SHIRES. Meredith Pleffer, SHIRES coordinator, The Sutherland Hospital NSW Rapid Fire Presentations The patient experience from the view of the innovative service ‘renal supportive care’. Alison Smyth, Renal Supportive Care CNC, St George Hospital NSW Partnering with families and local services to improve coordination of care. Christine Breen, Network Nurse Manager, The Sydney Children’s Hospitals Network 8 Room 6B Oral Presentations Diversity Art by the Mob for the Mob. Mary-Anne Dieckmann Aboriginal Stroke Nurse, Tamworth Stroke Service, NSW and Aunty Pam Smith, LHD Consumer Chaired by Maureen Winn, HETI Building awareness of culturally safe and appropriate cancer care for Aboriginal patients regional NSW centre. Rose Wadwell, Project Officer Cancer Services, Aboriginal Health Newcastle and David Willis Chief Radiation Therapist, North West Cancer Centre Clinical response to refugee and migrant health 2006 to 2016. Joy Harrison, Refugee and Multicultural Liaison Nurse, Hunter New England LHD and Dr Murray Webber, Hunter New England LHD Welcoming Aboriginal women – making maternity services culturally inclusive places. Joan Stort, Senior Policy Analyst, Office of Kids and Families, Ministry of Health Room 9B Improving the hospital experience for children and young people Workshop – Children and Young People Bureau of Health Information and Office of Kids and Families Chaired by BHI/Office of Kids and Families OVERVIEW: How existing information on the hospital experience for children and young people can be used to better direct and measure improvements in the care of young patients Room 9C Implementing Your Experience of Service (YES) in NSW Mental Health Services Workshop – Mental Health J Sharpe, J Roberts, G Sara InforMH, NSW Ministry of Health, P O’Shea Being Mental Health & Wellbeing Consumer Advisory Group, I Constantinidis, Illawarra Shoalhaven Local Health District Chaired by Michael Peregrina, NaMO OVERVIEW: To describe the implementation of the Your Experience of Service (YES) questionnaire in NSW mental health services CONCURRENT SESSION D - 12:00pm – 1:15pm Main Auditorium Oral Presentations Consumer Partnerships My “buddy”, my wife and my life – sharing my story to improve care. Rob Humphries, ACI nutrition network Chaired by Chris Franks, CEC Consumer Advisor Cultivating emotional balance. Dr Lisbeth Lane, Senior Psychologist, Illawarra Cancer Care Centre Caring for carers. Dr Natalie Oprea, Head of Special Care Dentistry, Sydney Dental Hospital Rapid Fire Presentations Forming a consumer reference group to provide input into service delivery of an inner city sexual health service. Brooke Dailey, Sexual Health Service, Community Health, Sydney LHD Using a parent group to effect meaningful change in a cystic fibrosis clinic. Michael Doumit, The Sydney Children’s Hospitals Network Carers staying overnight with patients. Wendy Cain, Patient and Carer Experience Officer, Western Sydney LHD 9 Room 6A Oral Presentations Quality and Safety A video reflexive approach towards encouraging staff collaboration with patients Mary Wyer, University of Tasmania (Sydney Campus) Chaired by Anne Axam, CEC Assertive connections: assertive integrated care from custody to community. Stephen Ward, Justice Health and Forensic Mental Health Network Patient reported complications of care. Jason Boyd, Director, Bureau of Health Information Rapid Fire Presentations Use of a “fasting clock” at Wollongong Hospital to improve the care of patients with a hip fracture. James Brinton and Juliet Lawrence, Wollongong Hospital, Illawarra Shoalhaven LHD Development of health care Case Manager role in the compulsory drug treatment program. Robert Conaglen, Justice Health and Forensic Mental Health Network Room 9B Workshop Integration across the Continuum Chaired by Nicole Cook, CINSW Telehealth in Australia, improving the patient experience A. Young and J. Rutherford, Hunter New England Clinical Telehealth Team, John Hunter Hospital, Newcastle (with participation from telehealth experts and coordinators from QLD, WA, Victoria and other NSW LHDs) OVERVIEW: The workshop is designed to assist participants understand the value of telehealth along with seeing the simplicity of use, dispelling uncertainties, and showcasing some of the best modules in Australia Room 9C How to engage effectively with consumer representatives Workshop – Consumer Partnerships A. Brown, S. Joyner A. Carbonett and K. Filocamo, Health Consumers NSW Chaired by Melissa Tinsley, ACI OVERVIEW: Explore how to meaningfully engage with consumer representatives/ advisors leading to the improvement of consumer-centred care. Understand the roles of consumers, the barriers they face to engagement and what part health services play in effective engagement. Lunch 1:15pm – 2:15pm PLENARY 2 Main Auditorium 2.15pm Hope Matters Louisa Hope 3.00pm Dubbo Health Maternity Service Redevelopment: The Patient Experience Kerrie O’Neill, Change Manager, Dubbo Health Service Redevelopment and Diane Riley-McNaboe, Nations of Wiradjuri – Tubbo-ga Clan and Gamilaroi – Western and North Western NSW 3.30 pm Closing Comments Dr Karen Luxford, Clinical Excellence Commission Raj Verma, Agency for Clinical Innovation 3.45pm Close Day 2 10 Notes ............................................................................................................................................................................................................................................................................................................................................................................... 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............................................................................................................................................................................................................................................................................................................................................................................... 12 2016 Patient Experience Symposium
