in AOD services Jacqui Gibson-Roos Keynote Speaker 1 2 3 4 5 - PowerPoint PPT Presentation

Partnering with consumers in AOD services Jacqui Gibson-Roos Keynote Speaker

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Alcohol and Other Drug Client Charter 6

• Client and carer feedback • Client and carer representatives 7

The role of a client representative involves: • protecting the interests of clients • presenting how clients may feel and think about certain issues • conveying the client experience of the services • ensuring the committee recognises client concerns • reporting the activities of the committee to clients • ensuring accountability to consume • 8 flagging the need for the committee to undertake consultation where a broader perspective is needed

Client Feedback Actively encouraging and acting on client feedback will ultimately contribute to the development and delivery of better health care services. 9

CONSUMER PARTICIPATION Solicited feedback Unsolicited feedback  Formal and structured  Informal  Linked to accreditation  consumer initiated Cards Letters Chocolates Telephone Patient surveys satisfaction surveys Chats Phone Calls Written Focus surveys groups Comments Formal Face to face complaints interviews through AHPRA • Health service decides where and when • Consumer decides where and when • Health service chooses the questions • Consumer chooses the questions and decides on the format and decides on the format 10 QUALITY IMPROVEMENT

Consumers will not give feedback if they believe the health service or staff will somehow adversely affect them in the future. 11

Fear of retribution • identified as the strongest deterrent in making complaints • concern is that services will be withdrawn or the quality of the care you receive will be compromised 12

Consumers need assurance that: • their feedback will be dealt with confidentially, • it will be treated as legitimate and properly assessed, and • that they will not be discriminated against as a result of providing feedback 13

Models of consumer feedback Linear model – feedback is a pathway • The conveyor belt approach to feedback Feedback as a cycle • Establishing connections, building relationships and continuing the dialogue 14

Linear model Consumer Experience Consumer feedback Provider collates feedback Send to service area Area manager investigates Changes made to practice and policy as required Reports to Quality and Safety committee 15 Respond to consumer

Parallel processes occur in the feedback system This involves the management of people and the management of information • the people who provide the feedback (consumers), and • the people who receive and act on the information (staff) 16

• Open communication and ongoing interaction with all parties kept in the loop • Focus on creating and building relationships between consumers and providers • Protecting the rights of all parties 17

From the consumer perspective there are five critical aspects in the feedback process: • acknowledgement • clarification • action (e.g. investigation) • change in practice • monitoring the change 18

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The evolved health service • Values individual experiences • Collects data and links this to quality improvement • Encourages and supports consumers to provide feedback • Supports staff • Consumer feedback is core business for all staff, everyday 20

Consumer Action Responsive Empowerment Ideas Exchange 2017