Keeping out of the mud – the Eastern Health Journey of Engagement Alan Lilly, Chief Executive Wednesday 5 August 2015 Yarra Valley Lodge Closing the Gap - Eastern Health is committed to achieving equality in health status between Aboriginal and Torres Strait Islander peoples and non-indigenous Australians
Acknowledgment of Country
About today’s presentation • An overview of Eastern Health & What’s Important to Us • Outline our operating context in the health sector – the slippery slide ? • How we’re keeping out of the mud ! The P 3 Trilogy • Our continuing journey
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Eastern Health...we are many but we are one ! • 7 acute and sub-acute hospitals – 3 Emergency Departments • 2 area mental health services – multiple community sites and services – 2 prevention & recovery centres and 2 community care units – 5 acute inpatient units • 2 statewide services – Turning Point and Spectrum - both with bed based services • 4 residential care facilities – specialist and general residential care • 1 community health service – multiple community accessible outlets
Quick Facts on Eastern Health Last year...in 2013/14, we provided care... • across six shires spanning 2816 square kilometres • in a primary population catchment of 750 005 people • from 65 sites in 21 different precincts or locations • of which 11 of the 22 precincts provide 24 hour care • with the support of 8514 staff and 987 volunteers • to patients of whom 24% were from a NESB • in more than 1336 hospital beds and 59 acute@home beds • at a salary cost of $1090.52 per minute • at a non-salary cost of $379.79 per minute
What’s important to us ? • The culture of the organisation – to see the values in action • Strong work ethic in a “can do” culture • Clear and regular communication • Accountability for responsiveness and follow-up • To be the provider of the highest standard of care • To be GREAT at what we do • Patient centred care – “put yourself in the patient’s shoes” • Improving the patient experience • Maintaining public confidence in our services
Our context – the slippery slide ? • An ageing population • Rising costs of healthcare • Increasing demand for healthcare • A new hope – a focus on population health • Rising consumer expectations • Increasing use and availability of technology
Continued restraint in spending Ever wondered why you have been feeling the pinch lately ?
We can learn from others …
My own source of inspiration …
And so … the P 3 Trilogy ~ creating a positive workplace culture ~ P eople P atients P erformance
Our focus on patients
Defining Patient Experience Patient experience is … a reflection on a set of interactions, observations and the environment, through the lens of the patient and is typically characterised by the story they tell.
And it all starts with, “ hello, I am …. ”
Patient Experience of Care Program To better understand and respond to the experience of patients and carers who use our services
10 Patient Experience of Care Principles 1. The patient’s needs, wants, preferences and values are known and taken into account 2. The patient is a partner in decision-making about their care 3. The patient has access to safe, effective and high quality healthcare delivered by skilled staff 4. There is clear information that helps patients understand and manage their health as independently as possible 5. Communication is open, honest and respectful, ensures confidentiality and is responsive to individual needs 6. The physical environment promotes healing, is comfortable, clean, safe and allows privacy 7. Staff listen, provide emotional support and treat patients, their families and carers with dignity and compassion 8. Family and friends are involved in care in accordance with the wishes of the patient 9. Care is well coordinated to ensure that the patient experiences continuity and smooth transitions 10. Meals are enjoyable and nutritious
In the Patient’s Shoes Using a feedback framework to inform service improvement and create a GREAT patient experience. Updated February 2015 Patient Experience Feedback Consumer Perspective Complaints and Compliments Mystery Shopper Volunteers act as ‘ Mystery Shoppers ’ - make A range of ways to provide specific feedback include: observations and ask patients / carers about • Direct feedback to staff at the local level their experience. • A feedback button on the Eastern Health website • Via email : feedback@easternhealth.com.au Consumer Forums • Via phone : 1800 EASTERN • Feedback brochures available in all patient areas These are also known as workshops or focus At Eastern Health, groups and provide an opportunity to hear the putting ourselves Patient Stories consumer perspective regarding a specific topic In the Patient ’ s ‘ In the Patient ’ s or issue. Patient stories are captured and shared in a variety of Shoes ’ Shoes ways: Rapid Improvement Events Leadership Walkrounds means actively seeking Walkrounds involving discussion with current patients Consumers work with Eastern Health staff and responding to are conducted by senior leaders and managers across collaboratively and objectively to evaluate a feedback from people the organisation. process, determine a future state and identify that use our service ‘ Patient Opinion ’ solutions to achieve the future state in a way that will meet patients ’ needs and expectations. An online public platform that enables people to safely and easily share their experience. The organisation is Shadowing able to demonstrate how patient experience is used to improve services . Observing patients and families during various Discharge Phone Calls stages of their care journey to help us to gain an Routine phone survey of discharged patients inviting understanding of what the experience is like feedback regarding their experience. from the patient and family ’ s point of view. Patient Survey Patient Experience Trackers (PETs) Eastern Health Patient Experience Survey Victorian Healthcare Experience Survey (VHES) The Department of Health and Human Services conduct Collection of data using a handheld devise Patients are surveyed once a month in most services across the organisation using ‘ audit angels ’ to 5 surveys : Adult Inpatient, Emergency Department (ED), asking 5 questions and PETs provide near real Maternity, Paediatric Inpatient and Paediatric ED. time insight into patient experiences. measure compliance with our Patient and Family Reports are provided quarterly. Centred Care Standard. The Family and Friends Test Score is a widely used strategy in the UK and is based on feedback to one question – “ On a scale of 0 – 10, how likely is it that you would recommend this service to a family member or friend? ” We ask this question as part of our Patient Experience Feedback processes and Patient Surveys. All feedback about the patient experience is themed against the Eastern Health Patient Experience of Care Principles.
What our patients are saying... In the Patient’s Shoes … Finalist in the “Excellence in person-centred care” category
EH Patient Experience of Care Principles 1. The patient’s needs, wants, preferences and values are known and taken into account 2. The patient is a partner in decision-making about their care 3. The patient has access to safe, effective and high quality healthcare delivered by skilled staff 4. There is clear information that helps patients understand and manage their health as independently as possible 5. Communication is open, honest and respectful, ensures confidentiality and is responsive to individual needs 6. The physical environment promotes healing, is comfortable, clean, safe and allows privacy 7. Staff listen, provide emotional support and treat patients, their families and carers with dignity and compassion 8. Family and friends are involved in care in accordance with the wishes of the patient 9. Care is well coordinated to ensure that the patient experiences continuity and smooth transitions 10. Meals are enjoyable and nutritious
EH Patient Experience of Care Principles 1. The patient’s needs, wants, preferences and values are known and taken into account 2. The patient is a partner in decision-making about their care 3. The patient has access to safe, effective and high quality healthcare delivered by skilled staff 4. There is clear information that helps patients understand and manage their health as independently as possible 5. Communication is open, honest and respectful, ensures confidentiality and is responsive to individual needs 6. The physical environment promotes healing, is comfortable, clean, safe and allows privacy 7. Staff listen, provide emotional support and treat patients, their families and carers with dignity and compassion 8. Family and friends are involved in care in accordance with the wishes of the patient 9. Care is well coordinated to ensure that the patient experiences continuity and smooth transitions 10. Meals are enjoyable and nutritious
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