Quality care for patients
Published at: 01 May 2020
GV HEALTH CONSUMER EXPERIENCE CO-ORDINATOR KATIE CLAVARINO WORKS IN THE QUALITY, RISK & INNOVATION UNIT AT THE HEALTHCARE SERVICE. HER ROLE CENTRES AROUND PATIENTS AND IMPROVING THEIR EXPERIENCES AT GV HEALTH, WORKING ALONGSIDE THE CONSUMER ADVISORY COMMITTEE AND CONSUMER EXPERIENCE COMMITTEE.
Patient experience week celebrates staff that make a difference to patient experience. At GV Health, there are several ways that staff work together to improve patient experience across the health care service.
GV Health Consumer Experience Co-ordinator Katie Clavarino said she had transitioned into her role after a restructure of the Quality, Risk & Innovation Unit.
“I’ve been in the role since December 2018 after some movement and merging of teams,” she said.
“The Quality, Risk & Innovation Unit looks at how we can improve outcomes at GV Health.”
Ms Clavarino said being admitted to hospital could be a daunting, uncertain time for people.
“If you do have to be in hospital we want to make that experience as positive as it can be for each individual.”
Ms Clavarino said GV Health encouraged patient feedback and also worked closely with its Consumer Advisory Committee and Consumer Experience Committee to ensure the patient had a voice.
John Hill sits across both committees after jumping on board about two years ago.
“I’m still learning a lot,” he said.
Mr Hill said he had loved his time on the committees after working in the finance sector for National Australian Bank for 40 years.
He said the committees were filled with a diverse group of representatives.
“We’re all different so it’s about getting everybody’s different perspective,” he said.
Ms Clavarino said this was an important aspect of the committees, given Greater Shepparton’s diverse population.
As well as the committees, Ms Clavarino said GV Health also conducted patient surveys while patients are in hospital, as well as using data from state surveys that are posted to randomly selected patients on discharge.
“It is really important people fill them out so that we can get the information we need about their care,” she said.
“That feedback benchmarks us against the rest of the state and we use that data to come up with ways to implement improvements.
“Because it’s really important that we acknowledge that sometimes we do get things wrong and that provides us with an opportunity to learn and improve.”
In addition GV Health is in the process of implementing the Patient Bundle which Ms Clavarino described as a set of tools that informed how the health services operated.
“It’s about improving consistency and involving the patient at the bedside,” she said.
“We communicate with and involve patients in hand-over and we do hourly rounding.
“We also use care boards to ensure improved communication with the patient and their family.”
Ms Clavarino said anyone could provide feedback to GV Health by emailing firstname.lastname@example.org
Consumer Experience Plan launched at GV Health
WITH THIS WEEK MARKING PATIENT EXPERIENCE WEEK, IT WAS THE PERFECT TIME FOR GV HEALTH’S BOARD TO ENDORSE THE CONSUMER EXPERIENCE PLAN 2019-23 WHICH ALIGNS WITH THE HEALTH SERVICE’S STRATEGIC PLAN 2019-23.
The GV Health Board this week endorsed the Consumer Experience Plan 2019-23, ensuring there is a regulated framework for consumer experience within the health service.
GV Health Executive Director Community Care & Mental Health Joshua Freeman said the plan was co-designed with consumers from both the Consumer Advisory Committee and Consumer Experience Committee.
“The plan essentially outlines that the consumer voice is vital for GV Health to be able to ensure people’s experiences when interacting with healthcare is the best it possibly can be,” Mr Freeman said.
He said the plan focused largely on patient-centred care at a number of different levels including at the individual level, in teams, at executive and board levels as well as at state and Federal Government levels.
“The plan goes through all those areas to ensure the best possible engagement with our consumers,” Mr Freeman said.
He said the plan also encouraged the health service to learn from patient experiences that had not necessarily been positive ones.
“We want to ensure we’re open to that and we do learn from our mistakes,” he said.
Mr Freeman said he was the executive sponsor for both the Consumer Advisory Committee and Consumer Experience Committee and said the representatives’ voices were crucial to providing quality healthcare.
“Our consumers help us to deliver safe and quality care,” he said.