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Community of Practice – Connect and share to improve the practice of engaging consumers and carers in health in Western Australia

The Health Engagement Network is an emerging community of practice for staff and consumer and carer representatives who are involved in consumer and carer engagement across the health system in WA. The aim of the Network is to promote best practice and build capability in consumer/carer engagement and participation across the health sector in WA. The Network is free to join and is open to everyone – including staff and consumer and carer representatives – with an interest in the practice of consumer and carer engagement in the health system in WA. We have over 200 members so far and it’s growing all the time! See the Network’s statement of aims.

Get involved

People involved in the Network plan to organise face to face and online events, as well as staying in touch through an online platform.

Attend the free events – or organise your own!

If you have an idea for a future event, contact Clare Mullen (clare.mullen@hconc.org.au).

Join the Network online – read, connect, discuss

Members of the Health Engagement Network connect via an online platform. The Health Engagement Network online platform is free to join and supported by the Health Consumers’ Council and the WA Primary Health Alliance. You can request to join the Network here.

The Network online platform includes discussion forums, links to existing frameworks on consumer and carer engagement in the health sector in WA, and links to articles, short videos and other resources of interest.

The online space is moderated by a group of staff and consumer/carer representatives who volunteer their time.

Background to the Health Engagement Network

A Community of Practice (CoP) is: “A group of people who share a concern or a passion for something they do and a desire to learn how to do it better as they interact regularly.”

This community of practice was initiated after discussions between the Health Consumers’ Council, the WA Primary Health Alliance (WAPHA) and Aha! Consulting based on their observations and feedback from their work with health service staff and consumer/carer representatives across the health system in WA.

With funding from WAPHA, the Health Consumers’ Council started a project (working with Aha! Consulting) to explore the level of interest for this community of practice amongst staff and consumer/carer representatives.

A survey of staff and consumer representatives across the WA health system in March 2018 received over 130 responses. There was overwhelming support from respondents for the idea of a community of practice for consumer engagement. A number of workshops were held in April where staff and consumer/carer reps discussed what they’d like from a community and how it might work. The survey results and notes from the workshop are below:

• Survey results – overview
• Survey results – full report
• Workshops 5 April 2018 – notes

Based on these discussions, the community of practice will provide spaces, real and virtual, where staff and consumer/carer representatives can share information, resources and their experiences around consumer, carer and community engagement.

Phase 1 of the project (January – June 2018) was to scope the needs and functionality of such a group and work with user groups to design and be part of contributing content for the platform.

People with examples of quality consumer engagement in the health system that they would like to share, either in WA or elsewhere, are encouraged to join the Health Engagement Network and share them there (epic failures/learning opportunities are also welcome). This includes primary, community and hospital services.

Health Professional Award

This category is for individuals demonstrating excellence in patient care. The Award recognises health professionals who demonstrate ongoing commitment to improving health outcomes through delivering patient centred, evidence-based health care.

And the Winner is…

From left to right: Hon. Alanna Clohesy, Ellie Newman and Jason Wolf.

Elaine (Ellie) Newman

Ellie Newman is a Senior Medical & Aged Care Physiotherapist who has 12 years of specialist experience in Dementia care. She has worked extensively in the United Kingdom NHS system, as well as providing specialist Dementia consultation in private aged care facilities. Having moved to Perth, she is employed as a Senior Physiotherapist at Royal Perth Hospital. Currently, Ellie has been selected to lead and implement the Cognitive Impairment Project across the Royal Perth Bentley Group & East Metro Health Service, identifying a better way to care for patients with Dementia and Delirium through their healthcare journey.

Finalists are…

Clinical A/Professor Tim Bates

Clinical A/Professor Tim Bates graduated from UWA in 1996 and proceeded to complete internships and residences at Royal Perth Hospital. Thereafter he spent a year training in the United Kingdom, before completing physician training in Western Australia. As part of this training he undertook specialty training in the area of clinical lipidology with a special interest in genetic dyslipidemias and cardiac imaging. As a consultant he has held positions at Royal Perth and Swan District Hospitals before moving to the new St John Of God Midland Public and Private Hospital in 2015. Currently Clinical A/Professor Bates practises in the area of general medicine, stroke medicine and clinical lipidology. He has publications in all three areas. Outside of clinical medicine he holds adjunct status at UWA, is a member of the RACP training committee for general and acute medicine as well as the National Examination panel, as well as being the chair of basic Physician Training in WA.

Lorna Cook

Lorna Cook is a Registered Nurse with degrees in nursing and business. In 2013 Lorna together with Julie Adams, a specialist oncology pharmacist started an innovative company called chemo@home.  As a nurse, Lorna had seen the devastating impact cancer may have on patients and their families. She also experienced this firsthand when her mother died of a brain tumour, leaving a lasting impact on Lorna. Through these experiences, she identified the need for a more patient centred, holistic service for cancer patients.

So, when the opportunity arose to be part of a new and desperately needed service for providing chemotherapy in the patients’ own home, she jumped at the opportunity.  In just under 4 years Lorna and Julie have created a unique and highly professional health service which has helped hundreds of patients receive care in their own home and as a result have also received numerous business awards. Patients receiving their treatment at home report less side effects and readmissions to hospitals and enjoy not having to travel to hospital and having their own family close at hand. Lorna is undertaking a PhD at Edith Cowan University specifically in the care of patients receiving immunotherapy for cancer, hoping to implement new and better ways of managing side effects.

Dr Lee Jackson

After completing his training in general surgery, Lee Jackson then took up the position as Inaugural Breast Fellow at Royal Perth Hospital. He subsequently did oncoplastic and breast reconstructive training at the Nottingham Breast Unit in the UK. He is currently the Head of Breast services for South Metro Health service based at Fiona Stanley hospital, and is a Co-director and surgeon at Perth Specialist Breast Care based at St John of God hospital in Subiaco.

Meaghan Slattery

Meaghan Slattery graduated from the University of Notre Dame in 2011 with a degree in Physiotherapy and every year since, that she has spent treating people, she has fallen more and more in love with the profession. She loves the diversity of her career from Women’s Health, post-operative physio to overuse injuries and vestibular rehabilitation. Meaghan loves that she can help people for a living and this goal motivates her to learn as much as she can, from as many people as she can, so no matter who walks into her treatment room, there is a way she can assist.

She is extremely passionate about her job, the people she treats and being the best physiotherapist she can be. Meaghan is honoured by this nomination and, regardless of the outcome, this nomination makes her motivated to learn more, help more and change someone else’s life for the better.

Dr Aesen Thambiran

Dr Aesen Thambiran is Medical Director of the Humanitarian Entrant Health Service, North Metropolitan Health Service. He was born in South Africa and studied Medicine at UNSW. He completed postgraduate training in General Practice and worked as a GP for many years in Lockridge WA before moving into the field of refugee health.  He was previously a member of Amnesty International Australia’s National Refugee Team and was one of the founding members of the Refugee Health Network of Australia (RHeaNA). He is currently the Chair of the RACGP Refugee Health Special Interest Group and Vice-Chair of Hepatitis WA. His interests include improving health outcomes for Culturally and Linguistically Diverse (CaLD) communities, human rights and trans-cultural health care. Outside of work he enjoys spending time with his three children, cooking and listening to World music.

Clare Woodrow

Clare is an accredited pharmacist visiting patients in the comfort of their own home. She provides medication management, that includes; managing poly-pharmacy (multiple medications); the interpretation of pathology tests; and non-drug innovations which improve and prolong independence at home, reducing the risk of falls. In 2015 Clare recognised the need to provide referrals to support services for clients with ongoing chronic conditions, including mental health issues, to provide holistic health information. Over the past 18 months, Clare collaborated with ConnectGroups WA to set up a program for pharmacists to be able to link clients with support services. This program is now being introduced to an additional 29 Pharmacy 777 Stores.  She has completed two beginner courses in WA Auslan sign language hoping to provide better communication services to the deaf community and is very passionate about the importance of communication and accessibility of healthcare advice.

Health Organisation Award

This category is for organisations working effectively with consumers to improve services. The Award recognises health organisations that demonstrate an ongoing partnership with health consumers to improve health outcomes.

And the Winner is…

Pictured from left to right: Hon. Alanna Clohesy MLC, Renae Hilder, Nicole Bell,  Susan Jetta, David Burns-Wallace and Jason Wolf.

Moorditj Djena

Moorditj Djena means ‘strong healthy feet’ in Noongar language.  The Moorditj Djena Program is a high-risk foot and diabetes education service for Aboriginal people which focuses on prevention and management of foot complications. Patients receive podiatry, diabetes and nutritional education services at various community clinics across the metropolitan area in a combination of community venues and using a customised mobile clinic van.  Many of the clinic locations are run in partnership with other agencies and stakeholders providing services to Aboriginal people, resulting in a shared care approach. The focus of the service is to identify and manage risk factors related to foot health and diabetes, initiate recall systems, and provide intervention and referrals relative to risk category.

The holistic model of care provides patients with the opportunity to talk to an Aboriginal Health Professional (AHP) as their first point of contact.  The AHP conducts an initial health assessment and engages with the patient about their specific health and social needs, providing culturally appropriate referrals to other specialist health and community services as required.  The patient is then referred to the Moorditj Djena Podiatrist, Diabetes Educator and/or Dietician as appropriate, for foot care treatment, diabetes education, nutrition and healthy lifestyle education and advice.  The patient participates in developing a care plan with clinicians that assists them to self-manage their chronic condition/s.

Pictured from left to right: Nicole Bell, Renae Hilder, Jessica Brimage, Susan Jetta, David Burns-Wallace,

Brooke Blore, Gerard Lockyer and Kevin Pennington. Absent: Michelle Brassington and Shanelle Marygold.

Finalists are…

  Pictured from left to right: Lorna Cook and Julie Adams

Chemo@home

In 2013, Lorna Cook and Julie Adams started an innovative company called chemo@home.

The company administers chemotherapy for cancer patients, and many other infusions patients may have to receive for chronic illnesses such as multiple sclerosis, inflammatory bowel disease and rheumatoid arthritis, in the patients’ own home.

Since opening their doors, their highly-trained chemotherapy nurses have administered in excess of 5000 treatments to patients throughout metropolitan Perth and most recently have opened their service to patients in Adelaide.  The treatments are covered by most health funds meaning no costs for private patients.

The company has received many business awards and accolades from grateful patients and their families and Lorna and Julie continue to lead the company’s growth and expansion.

Pictured from left to right: Juanaili Hultzsch, CEO Antonella Segre, Christine Hendricks, Fiona Hughes, Georgia Booth, Amanda Muir and Danielle Kroonenburg.

ConnectGroups

ConnectGroups, established in 1983, is the peak body for peer Support Groups in WA, empowering and sustaining Self Help and Support Groups (SHSGs) through resourcing, education, training, and access to small grants. Programs are developed to advance the capacity of individuals, families and carers who are actively engaged with SHSGs. SHSGs provide peer support on a wide range of issues including chronic and genetic conditions, trauma, mental health and social challenge, and to provide a referral pathway to those individuals, families and caters as an integral part of their early intervention, prevention and recovery journey.

ConnectGroups’ ‘Live it Forward Together’ small grants program builds referral pathways and capacity-builds chronic conditions self-management Support Groups. The program provided funding to Support Groups and organisations for projects demonstrating sustainable chronic conditions self-management outcomes, and enabled SHSGs to provide better services, information, education and support to their members and to the wider community. An evaluation of the program demonstrated that over 2,000 individuals with chronic health conditions were impacted by the projects.

Pictured: Karen Stiles. Absent: Shannon Finucane.

Healthy, Well & Wise – Bentley Mental Health Services

The 12-week Healthy, Well and Wise program provides a combination of education, support and practical skills to Bentley clients. With cooking, exercise sessions and weight loss strategies all on the menu, the program is designed to encourage health living once clients return home.

Each week the program features a group leader, such as a dietitian, physiotherapist or psychologist, who cover different topics. The multi-disciplinary team approach ensures once the program is complete, each participant has the skills to be healthy, well and wise.

Final Edition Of Health Matters Magazine (December 2020):

The December 2020 edition of Health Matters takes a look back at the year that was, exploring some key projects and progress for 2020. Even before the global pandemic hit this was always going to be a busy year for HCC, so in this edition we also look at some of the impacts of COVID-19 on our team and our communities.

Previous Editions Of Health Matters Magazine:

Health Matters October 2020 – Engagement

Health Matters July 2020 – Self-Advocacy and Peer Support 

Health Matters March 2020 – Patient Experience

Health Matters December 2019 – Year in Review

Health Matters November 2019 – Engagement 

Health Matters August 2019 – Self Advocacy and Peer Support

Health Matters April 2019 – Patient Experience Week

Health Matters December 2018 – Celebrating People in Healthcare

Health Matters Issue 3 2018 – Culturally and Linguistically Diverse Edition

Health Matters Issue 2 2018 – Men’s Health

Health Matters Issue 1 2018 – Patient Experience Week Special Edition

Health Matters Issue 2_2017 – Womens Health

Health Consumers’ Council provides this free, interactive information session to communities. The session increases awareness and knowledge about patient/carer rights and responsibilities in healthcare and going to hospital. The sorts of topics discussed are:

• Is it okay to ask questions when you see a doctor?
• Is it okay to ask for an interpreter?
• What can you do if something goes wrong when you see a doctor?
• How do you get test results?
• What do you need to prepare and know when going to the hospital, while at the hospital, and when going home from the hospital

This session has been designed for people from diverse cultural backgrounds who may not have been in Australia for very long and for whom English is a second language.

If your community would like to book a session, please complete an expression of interest from available here or send an email to Nadeen@hconc.org.au

Everyone who is seeking or receiving care in the Australian health system has certain rights regarding their care. 

These rights are set out in the Australian Charter of Healthcare Rights. They apply to all people in all places where healthcare is provided in Australia – including public hospitals, private hospitals, urgent care clinics, GPs and family doctors, specialists, allied health, and community health services.  

These rights ensure all patients and carers in Australia receive safe, high-quality care in partnership with healthcare providers.  

It is important to know your healthcare rights and what you can expect when receiving healthcare. Health Consumers’ Council WA can help you understand your rights, and provide support to ensure your rights are upheld.

Please click the image to enlarge

What are your healthcare rights?  

• Access: You have a right to healthcare services and treatment that meet your needs. 
• Safety: You have a right to receive safe and high-quality healthcare that meets national standards, and to be cared for in an environment that is safe and makes you feel safe. 
• Respect: You have a right to be treated as an individual, and with dignity and respect. Your culture, identity, beliefs and choices must be recognised and respected. 
• Partnership: You have a right to ask questions and be involved in open and honest communication. You can make decisions with your healthcare provider, to the extent that you choose and are able to, and you may include the people that you want in planning and decision-making. 
• Information: You have a right to receive clear information about your condition, as well as the possible benefits and risks of different tests and treatments, so you can give your informed consent. You can receive information about services, waiting times and costs, and be given assistance, when you need it, to help you understand and use that health information. You also have the right to access your health information. You must be told if something has gone wrong during your healthcare, including how it happened, how it may affect you and what is being done to make your care safe. 
• Privacy: You have a right to have your personal privacy respected — information about you and your health must be kept secure and confidential. 
• Give feedback: You have a right to provide feedback or make a complaint without it affecting the way that you are treated. Your concerns should be addressed in a transparent and timely way, and you have the right to share your experience and to participate in the improvement of the quality of care and health services. 

What are your responsibilities as a patient?  

You also have responsibilities as a patient.  To help your health service team provide you the best possible care please: 

• tell them about your illnesses and hospital visits, symptoms, medications, allergies and other health related matters 
• tell them about any religious or cultural beliefs and requirements 
• treat all people you meet in the health service (staff, volunteers, patients, their families) with care, dignity and consideration 
• ask questions and talk to your family before making any decisions about your health care if relevant 
• follow staff instructions regarding your treatment and care 
• be on time for appointments and let your health service know if you need to cancel or reschedule, and notify them if your contact details change 
• respect the confidentiality and privacy of others. 

Information for voluntary mental health patients  

This brochure provides information about what your rights are and what you can expect if you are getting treatment for a mental illness as a voluntary patient in a hospital.  

Information for involuntary mental health patients  

If you have questions about your rights as an involuntary patient under the Mental Health Act, you can contact the Mental Health Advocacy Service for free support on (08) 6234 6300 or Freecall 1800 999 057 or by email contactus@mhas.wa.gov.au 

You can also request free legal advice from the Mental Health Law Centre on (08) 9328 8012 or Freecall 1800 620 285 or by email legalservices@ruah.org.au.  

Information about COVID  

At times, there may be healthcare requirements and responsibilities related to COVID. You can find up-to-date information about COVID in Western Australia on the WA Government and Healthy WA websites. 

Further information: 

The Australian Charter of Healthcare Rights in multiple languages 

Video animation on the Australian Charter of Healthcare Rights – English language  

Australian Charter of Healthcare Rights - Auslan video 

Your rights and responsibilities as a patient – video  

Consent to Medical Treatment 

Frequently Asked Questions for Urgent Health Issues  

Frequently Asked Questions for Urgent Mental Health Issues 

Western Australia enjoys one of the most culturally diverse populations in Australia. To assist healthcare workers and providers to deliver services that are equitable, Health Consumers’ Council has developed this workshop to enable health workers to provide culturally inclusive services that support patient-centred care.

The workshop will provide participants with the opportunity to:

• Recognise potential barriers people may have in accessing health services
• Increase understanding of cultural competency
  • Awareness of own culture and attitude towards cultural difference
  • Knowledge and sensitivity of different cultural practices
  • Ability to use cross-cultural skills
• Develop strategies to deliver a culturally competent service

Workshop duration – 3 hours

For more information and to book upcoming workshops, click here.