consumer representative orientation handbook - darling

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Darling Downs Health Consumer Representative Orientation Handbook

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Acknowledgements In the development of this handbook many health consumer representatives across the Darling Downs Health Region have collaborated. Gratitude is due to all consumers and staff who have taken part in this activity. Special thanks are due to those who took part in activities more directly connected with its production: Bert Ham Consumer Representative, Reducing Harm Committee Cecilia Donohoe Consumer Representative, Chairperson Wandoan Hospital Auxiliary Cheryl Perrin Consumer Representative, Education Working Group David Luxton Consumer Representative, MAPU Working Group Donna Lucas Consumer and Community Engagement Officer, Darling Downs Health Hazel Green Consumer Representative, Partnering for Effective Partnerships Committee Jim Madden Consumer Representative, Chairperson of Regional Consumer Consultative

Committee Lyn Ham Consumer Representative, Toowoomba Hospital Consumer Advisory Group Maggie Goodman Consumer Representative, Consumer Publication Review Group Peter McMurtrie Consumer Representative, Chairperson of Goondiwindi Hospital Auxiliary Rhiannan Hale Consumer Representative, Maternity and Birthing Advisory Group

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SECTION 1: GETTING STARTED

Table of contents: 1. Welcome and Introduction

Welcome by Health Service Chief Executive Welcome by Consumer Consultative Committee Chairperson

2. Overview of Darling Downs Health

Summary Darling Downs Health profile

3. Getting started as a consumer representative

Why we need you Volunteering as a consumer representative

Volunteering table How can you help What is involved Your commitments Our expectations Getting help Contacts and support 4. Your first meeting Before the meeting During the meeting

Effective participation Desirable skills

5. Board, Executives, Hospital Authorities and Committee Leaders 6. Goals, Strategies and Values 7. Resources Frameworks and policies Hospital and health acronyms and terms Acronyms

Terms / definitions

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1. Welcome and introduction Welcome by Dr Peter Gillies, Health Service Chief Executive Thank you for putting your hand up to help us to provide the very best patient, visitor and consumer experience in our hospitals and health facilities. Your contributions will enable us to ensure patients are at the centre of the care we provide each and every day. Your life experience, both within health settings and beyond, will help shape the way we care for people. You are our reminders that we should always look for ways to improve. There is no ‘one-size-fits-all’ approach with health care. Diversity and inclusion are important. We want our patients and consumers to be well-informed, to be consulted when decisions are made and have ownership over their health. The aim is to integrate consumer and community involvement in every aspect of the services we provide – from the emergency department, admission to hospital right through to when it’s time to go home and community-based care. Thank you again for helping to make our services better. With your help, we are on track to making our region the healthiest in Australia.

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Welcome by Dr Jim Madden, Chairperson, Consumer Consultative Committee Thank you for joining us as a consumer representative for the Darling Downs Health Region (DDH). We hope this will be a highly rewarding new adventure with the opportunity to help improve our healthcare system. There are many ways to be involved and we want to help you find what best suits your interests and skills Our consumers include much more than the patients and clients who receive care and treatment – they are also their families and carers as well as everyone who might need hospital care and treatment at some point. In ensuring that the hospitals provide the best care and treatment for patients, our consumer representatives deliver regular feedback to ensure a strong community focus in delivering accessible, effective and friendly health services. This feedback is delivered through the Consumer Advisory Groups (CAGs), also known as Consumer Advisory Committees (CACs), Consumer Advisory Networks (CANs) and Consumer Consultative Committees (CCCs) associated with the DDH hospitals. More specialized groups involving clinical staff and management include the Health Literacy Committee, the Frail Older Peoples Committee and the Acute Mental Health Committee. This orientation and induction booklet will help you to get started. But this is not the only support you can get. Every consumer representative and the Consumer and Community Executive Officer are there to help you too – so don’t hesitate to ask. Thank you again for your interest and involvement to ensure or hospitals provide the best service possible for all consumers – now and in the future.

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2. Darling Downs Health The Darling Downs Hospital and Health Service (Darling Downs Health) covers one of 17 regions in Queensland to provide government-funded public health and hospital services. The region spans the Toowoomba, Southern Downs, Western Downs and South Burnett areas, with a population of almost 300,000 people. It is a diverse region with 15,000 indigenous people and a growing number of migrants, including refugees from war-torn countries. Darling Downs Health profile Toowoomba Hospital is the major hospital for the Region, while there are also hospitals in the major rural towns of Warwick, Stanthorpe, Goondiwindi, Dalby, Chinchilla and Kingaroy as well as in several smaller rural towns.

Toowoomba Hospital also provides dentistry and allied Health Services including physiotherapy, podiatry, speech therapy, mental health care and social work, with additional support from the Baillie Henderson and Mt Lofty Hospitals. In addition, the region has aged care facilities, multipurpose health services community outpatient clinics and the Cunningham Centre in Toowoomba, Queensland’s largest Registered Training Organisation Region.

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3. Getting started as a Consumer Representative Why we need you Consumer representatives provide direct community links which help health professionals understand the diversity of consumer needs to provide better care and treatment. Consumer representatives also contribute to a balance of views to help health care professionals and managers make better decisions and improve their policies. Ultimately, consumer participation results in better health care services for everyone.

Marie Pietsch MAICD, Board Member, Darling Downs Hospital and Health Board (Southern Downs) and Chairperson of the Inglewood Community Advisory Network

It is pleasing to see the growth in the consumer/community partnerships across Darling Downs Health.

Consumer engagement requires time, but evidence shows that where there is passion and collaboration, better health service achievements follow. I would encourage anyone who has the passion and enthusiasm to get involved. There are opportunities to be on selection panels, working groups and even kitchen table discussion groups. YOU can make a difference.

Since the mid ’70s I have been involved firstly as a member of the Inglewood Community Consultative Committee (CCC) and then as Chairperson of our Community Advisory Network (CAN). The CCC and CAN were actively involved in the planning, lobbying and design of our Multipurpose Health Service. Our CAN meets monthly and is an integral part of the continuous improvement process of our facility.

It has been rewarding being involved on many State and Federal committees and boards, but mostly so as a consumer/community member on our local CAN committee and as a Director on the Darling Downs Hospital Board.

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Volunteering as a Consumer Representative Consumer representatives are part of a growing community of volunteers who assist the DDH hospitals and health services. The work of a volunteer is unpaid, but the rewards can be personally satisfying and inspiring – especially when you see your ideas and input lead to positive change. DDH relies on Government funding for salaries and equipment, but it is the assistance of volunteers that guarantees the additional human services necessary for the highest standards in health care. DDH volunteers help in different ways: Auxiliaries help with the day-to-day running of the hospital. At Toowoomba Hospital, the ushers, or Guiding Stars, help patients and visitors find their way; the buggy drivers drive motorized transport for people around the hospital grounds; the couriers take messages from one section of the hospital to another; and the accommodation facilitators assist relatives of out-of-town patients with short-term accommodation. Some auxiliaries are also consumer representatives, especially those who are in direct contact with patients and visitors. Aides are in more direct contact with patients during their time in hospital. The Pastoral Care Workers work closely with the Chaplains of different Churches to help with patients’ spiritual, social and emotional needs. They also support patients, relatives and staff in many situations, including being there to talk to during difficult times. Consumer Partners act as intermediaries between treating professionals and patients when a patient or a close relative is unable to. This role emerged from situations where parents acted as an intermediary between their sick child and the treating doctor to keep them informed about the child’s changing condition and emotional state. Ancillaries include the consumer representatives and provide community links and feedback to help improve patient care and treatment. They can also positively influence the policies and decisions which guide the many health care projects and services undertaken in the region. Volunteering table

Consumers / Volunteers Guided by Values of

• Compassion • Integrity • Dignity • Innovation • Courage

Title Type Role Task Auxiliaries

Ushers Grounds Transport Couriers Accommodation Assistants

Guiding Stars Buggy Drivers Internal Messengers Visitor Accommodation

Directing Patients and Visitors Hospital Area Transport Pick Up and Delivery Arranging Family Accommodation

Pastoral Care Workers

Relate to Patients, Relatives and Staff

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Aides Consumer Partners

about Patients’ Concerns Relate to Patient, Clinicians and Relatives about Effect of Treatment

Assisting with spiritual, personal, and social needs Intermediary between Patients and Clinicians about Patient’s Condition

Ancillaries

Consumer Representatives

Representing and being a Voice for the Consumer Providing a Consumer Perspective to Hospital and Health Service

Attending CAG and Committee Meetings Voicing consumer perspectives on issues raised at meetings

How you can help Consumer representatives provide direct links to the community and offer ways of seeing things differently from the bureaucrats, academics and professionals working within the system. As a consumer representative, you can:

• Provide a voice for consumers within the health system. • Tell us how you think and feel about issues. • Suggest ways we can do things better or make it easier to get necessary health care – especially for

those who need extra support. • Help ensure that we always take notice of consumers in each of the health services we provide.

Lyn and Bert are currently members of the Toowoomba Hospital Consumer Advisory Group (CAG). The CAG meets monthly to provide patient and consumer input. Additionally, community members like Lyn and Bert, also sit on other hospital working groups or committees to provide consumer-based feedback. “Being involved can be rewarding especially when we see changes being made to benefit the patients and visitors to the hospital,” Lyn said.

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Getting involved in a committee Community Advisory Groups and Hospital Committees Consumer representatives usually assist as part of an advisory group or a hospital committee. Toowoomba Hospital, some of the rural hospitals and special consumer groups, such as indigenous people, also have their own Consumer Advisory Groups. Consumer representatives can also become part of a specialist hospital group. These deal with issues associated with a specific department or role of the hospital and include the Acute Mental Health Committee, Frail Older Persons’ Committee, Social Work Committee, Health Literacy Committee and others. Their membership is made up of hospital clinicians, allied health personnel, hospital administrators and consumer representatives. Consumer representatives who are directly involved with a hospital or a specific health service can become members of its Consumer Advisory Group (CAG). Similar groups with the same roles are also named:

• Consumer Advisory Committees (CACs) • Consumer Advisory Networks (CANs) • Consumer Consultative Committees (CCCS).

All consumer representatives in the DDH Region also become members of the CCC, along with members from related community and health organisations. The CCC facilitates the activities of consumers and consumer groups throughout the region. Groups generally meet once a month or once every two months. With additional out of session meetings when needed. The chairing role can be undertaken by a consumer representative or a hospital staff member, such as the Director of Nursing. When you become a new consumer representative, you will be given further details about the committee you are joining, as well as contact details for key people and information about the next meeting. At this point, you should contact the Meetings Coordinator to get to know each other, talk about how you would like to be involved and discuss any additional help you need. Consumer Representatives working together Consumer Consultative Committee The committee meets monthly at the Mt Lofty health facility in Toowoomba, but consumers throughout the DDH Region can also take part online. At the start, you might not have much to talk about during meetings and you might not have much to do between meetings. But this is a great time to start meeting some of your fellow consumers and benefit from the support and community connections you can gain. An important goal for the Committee is to always make new members feel welcome and informed, so that you can enjoy being involved.

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At the start of each year, CCC members meet for an extended day to plan for the year ahead. Joining these meetings can ensure you and your fellow consumer representatives get the most out of the year’s activities. 4. Your first meeting Before the meeting

• Read the CCC Terms of Reference provided by the Meeting Coordinator • if asked, suggest things to add to the agenda for discussion at the meeting. • read the meeting agenda and any attached documents so you know about what will be discussed.

During the meeting

• familiarise yourself with committee members • stick to the agenda; anything new can be presented at the next meeting • ask for clarification beforehand if you are not sure about something to be discussed • there are no stupid questions – don’t be afraid to ask!

Effective participation Getting prepared is always important. Try to understand as much as you can about the things to be discussed. Agendas can vary. Some contain starred items which are the priorities to be covered in the meeting. Remember the reason you are there - to help improve healthcare and services for the whole community.

• speak clearly and provide your insights and opinions at the right time. • It’s fine to disagree, but don’t interrupt • keep ideas short and to the point, rather than giving lengthy explanations • your contributions are valuable, but don’t let them get lost in conversation

Desirable skills:

• While simply providing carer and community points of view is the key to good participation, any additional specialist knowledge and expertise is exceedingly valuable.

• Consumer representatives should also be able to: - think of the big picture and how ideas can help the most people over the long term. - be active in the community and understand local issues. - get along with staff and other consumers to engage in positive discussions. - put personal issues aside and think about the wider community.

It’s important to also embrace the values of DDH:

• Compassion – sensing and noting the feelings of others as our own • Integrity – being open, honest, transparent and fair • Dignity – relating to others unconditionally as worthwhile human beings • Innovation – willingness to try new ways that promise improvements • Courage – readiness to adopt alternative ways despite fears and misgivings

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Getting help Support is always available Being a successful consumer representative just requires a willingness to get involved and give things a go. Senior consumer representatives are always willing to assist new consumer representatives. And to get started, new consumer representatives can always turn to the following contact:

[email protected] 4616 6000

5. Board, Executives, Hospital Authorities and Committee Leaders The CCC provides constant links between consumers and each level of the DDH organisation: The Regional Board ensures Government policy is implemented and determines the broad directions for executives and management. The board members are from all areas of the Downs and have vast experience in health care, senior management and governance. The Executive Team consists of the Chief Executive and 12 of the Region’s most senior managers and clinical staff and are more involved in the direct management of staff and services. Management teams are based at each facility throughout the region and are overseen by the Board and the Executive, with a Director of Nursing (DON) in a prominent role at each location. The Clinical Governance Team oversees the more specialised direction of doctors, nurses and allied health clinicians in various departments under the direct management of their Directors. Consumer representatives become involved through a Consumer Advisory Group or as members of special committees. The person who presides over meetings and coordinates committee work is referred to as the Chair. In CAGs, the Chair can be a senior hospital staff member, such as a DON, or a consumer. 6. Goals, Strategies and Values The DDH vision of Caring for our Communities: Healthier Together is reflected in its aim to provide “accessible and sustainable care no matter where you live in our region” so patients have “a hassle-free experience provided by a competent health team.” Each consumer representative group has its own goals consistent with the focus on delivering the best health care to everyone, regardless of who they are or where they live.

Donna Lucas Consumer and Community Engagement Officer

mailto:[email protected]

mailto:[email protected]

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7. Resources Health Consumers Queensland – Guide for Consumers

http://www.hcq.org.au/wp-content/uploads/2018/06/HCQ_ConsumerGuide.pdf Code of Conduct https://www.forgov.qld.gov.au/code-conduct-queensland-public-service Hospital and Health Acronyms and Terms As a consumer representative, you will come across many health terms and acronyms – or short versions of a title made up of the first letters of the most important words. Over time, you will get to understand and use many of these. If you get confused, just ask. To get you started, here are some of the important acronyms you might come across. There is no need to try to learn them but use this as an easy guide when you need it. Acronym CAC Consumer Advisory Committee CALD Culturally and Linguistically Diverse CAG Community Advisory Group CAN Community Advisory Network CCC Consumer or Community Consultative Committee CCEO Consumer and Community Engagement Officer CEO Chief Executive Officer DDH Darling Downs Health DDWMPHN Darling Downs and West Moreton Private Health Network DON Director of Nursing ED Emergency Department

http://www.hcq.org.au/wp-content/uploads/2018/06/HCQ_ConsumerGuide.pdf

https://www.forgov.qld.gov.au/code-conduct-queensland-public-service

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EN Enrolled Nurse FMSO Facility Manager Support Officer HCQ Health Consumers Queensland HHS Hospital and Health Service HSCE Health Service Chief Executive IAP2 International Association for Public Participation NUM Nurse Unit Manager NSQHS Standards National Safety and Quality Health Service Standards OT Occupational Therapist PHN Private Health Network RN Registered Nurse SW Social Work TH Toowoomba Hospital ToR Terms of Reference

Terms / definitions Term Definition Carers Carers are people who provide care and support to family members and friends

who have a disability, mental illness, chronic condition, terminal illness, an alcohol or other drug issue or who are frail aged. Carers are an integral part of Australia’s health system and are the foundation of our aged, disability, palliative and community care systems.

Community Refers to groups of people with diverse characteristics who are connected through common location, attitudes, cultures or interests. Individuals can be considered members of multiple communities at once. In the health context, it can be used to describe the population of the area serviced by an organisation, a cultural group or a group of people who all experience a health condition (Health Consumers Queensland, 2017).

Community engagement/ participation

Community engagement refers to activities and processes where the opinions, concerns, needs and aspirations of community members are sought by government, non-government, not-for-profit services and are incorporated into the planning, design and delivery of health organisations. Community engagement is based on relationship building, partnership and the principle that community has resources and expertise (Health Consumers Queensland, 2017).

Consumers People who use or are potential users of health services including their family and carers. Consumers may participate as individuals, groups, organisations of consumers, consumer representatives or communities (Health Consumers Queensland, 2017).

Consumer engagement/ participation

Is the process through which consumers and carers actively partner with health organisations in their own healthcare and in health policy, planning, service delivery and evaluation at all levels of the health system (Health Consumers Queensland, 2017).

Consumer representative

Is a health consumer who has taken up a specific role to advocate on behalf of consumers, with the overall aim of improving healthcare. A consumer representative is someone who voices consumer perspectives other than their own and takes part in decision making on behalf of consumers. A health consumer representative may be nominated and supported by and accountable to, a consumer organisation (Health Consumers Queensland, 2017).

Engagement The interaction of consumers when they become involved with health care staff in their effort to improve health outcomes and hospital services.

Health Literacy Health literacy is your skills and abilities, how well you can find, understand and act on health information, make health decisions and find and use health services (Health Consumers Queensland, 2017).

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Health Services Health Services refers to public and private health and community service organisations delivering services which include health promotion, disease prevention, diagnostic, treatment, primary, acute, sub-acute and support services. It also includes the policies and activities of departments and Ministries, related non-government organisations consumer and community groups and professional associations. (Health Consumers Queensland, 2019)

Stakeholders Any individual, group of individuals, organisation or political entity with an interest or stake in the outcome of a decision (IAP2, 2014).

consumer representative orientation handbook - darling

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