Quality of Care Report 2010 - 2011 - Wimmera Health Care Group

INVOLVINGTHE WHOLE COMMUNITYConsumer, Carer And Community ParticipationUnderstanding You And Your NeedsWimmera Health Care Group gathers information in a number of ways to ensure consumers, carers andthe community receive quality care that aligns with our value -“We believe that our customers are entitled to quality health care that respects their dignity,beliefs and rights, regardless of their cultural, spiritual or socio- economic background”The booklet is available to all Wimmera Health CareGroup patients, clients and residents and aims to helpthem and their families become more informed and moreinvolved in their care.The “Nothing About Me Without Me” communicationbooklet can be used in many ways, such as:• a communication tool between staff and patients;• a family communication booklet;• somewhere to record your medical historymedications or appointments;• a key contact book;• a diary of your stay in hospital; or• a reminder for the questions the patient needs to askor the tasks they need to complete.This year we also introduced the “Nothing About MeWithout Me” patient communication booklet to subacutecare patients and outpatients.“This means I won’t have to leave yellow stickynotes on lockers and hope relatives find them,so they can bring clothes in for the patients.”– staff member“What a wonderful idea, I had a lovely Doctor tosee me this morning and I don’t know his name.When he comes back I’ll get him to write in here”- patient“Great to provide a book for patients andtheir families to write their questions for medicalstaff and the answers” – family member“Because of my memory loss it has been wonderful.I write all my medical tests results and questionsI would like answered in it. Anyone who has memoryproblems should have one of these books” - patientConsumer participation at Wimmera Health Care Group is guided by the Department of Health’s “Doing ItWith Us Not For Us” policy. Consumers, carers and the community play an important role by providing uswith valuable feedback and advice about our services. Wimmera Health Care Group advocates for activeconsumer involvement in planning and service improvement based on the philosophy that we can learnand gain a greater understanding of consumer expectations and needs by actively evaluating their personalexperiences of care.Person-Centred CareWhat is Person-Centred Care?The Victorian Department of Health definesperson-centred care as:Wimmera Health Care Group’s Proclamation for Patient-Centred CareTo commemorate patient-centred care awareness,we proclaim to our patients and community these truths, which we hold to be self-evident:A patient is an individual to be cared for, not a medical condition to be treated.Each patient is a unique person with diverse needs.Each staff member is a caregiver, whose role is to meet the needs of each patient.Our patients are our partners and have knowledge and expertise that is essential to their care.Our patients’ family and friends are also our partners and we welcome their involvement.Tracey Daffy, Care Continuim Coordinator, highlights the benefits of the “NothingAbout Me Without Me” book to Oxley Ward Clerk Sue Gilsenan.Treatment and care provided by health services[that] places the person at the centre of theirown care and considers the needs of the olderperson’s carers’. Person centred care is abouttreating people as individuals and enabling themto make choices about their care.At Wimmera Health Care Group, we believepatients and their families are essentialmembers of the health care team. A coreprinciple of providing person-centred careis sharing information and communicatingeffectively between patients, their familiesand the service provider.Taking this into consideration, Wimmera HealthCare Group has developed the “Nothing AboutMe Without Me” patient communicationbooklet.Access to understandable health information is essential to empower patients to participate in theircare and it is our responsibility to provide access to that information.The opportunity to make decisions is essential to the wellbeing of our patients. It is our responsibilityto maximise patients’ opportunities for choices and to respect those choices.Our patients’ wellbeing can be enhanced by an optimal healing environment, including access to musicand the arts, satisfying food and complementary therapies.In order to effectively care for patients, we must also care for our staff members by supporting themin achieving their highest professional aspirations, as well as their personal goals.Patient-centred care is the core of a high quality health care system and a necessary foundation forsafe, effective, efficient, timely and equitable care.Wimmera Health Care Group exists to serve our patients and our community.We are honoured to be here for you.© Planetree 2007 – all rights reserved8Pursuing excellence in careWimmera Health Care Group Quality of Care Report 2010/20119