Published on 23 June 2023

Memorandum

As part of Accreditation Readiness activity, a NSQHS Standard of the Fortnight initiative has been introduced. This involves a focus on one Standard per fortnight, with communications and walkarounds to help staff be aware of how Best Care at Western Health reflects this Standard, to ask staff possible Surveyor questions and answers, and to walk in a Surveyor’s shoes to see what WH practice looks like.

We are excited that NSQHS Standard 2: Partnering with Consumers is to be the focus of the eighth Standard of the fortnight (week). This will run from Monday 26 June to Sunday 2 July. Look out for friendly Best Care Co-ordinators, Fab 5 team members and other staff who will pop into clinical areas/departments to talk with you about Partnering with Consumers.

Our aim is to have every clinical department/service across Western Health visited within the week. Click here to access the NSQHS Std 2 Walkaround template that includes Q&As plus a checklist of ‘what can you see’. Following the end of the week, this template can be used at any time by staff to keep Accreditation Ready for NSQHS Std Accreditation Survey.

To get up-to-date with accreditation readiness and Partnering with Consumers, read the NSQHS Std 2: Partnering with Consumers Bulletin. An Accreditation Readiness Fact Sheet on the Standard is also available and will be distributed on walkarounds.

To really get in the spirit of this Accreditation Standard of the fortnight (week), please feel free to use this Zoom Background in DOS or other meetings you attend between 26 June – 2 July.

A Partnering with Consumers Quiz will also be promoted during the week. Please complete this quiz to demonstrate how well you know Standard 2: Partnering with Consumers for a prize.

Visit our Live Best Care site at  https://westerly.wh.org.au/livebestcare/  or use the following QR Code to find out more about NSQHS Standard Readiness.

Well done to the Standard of the Fortnight quiz winner for Standard 8:

  • Judith Dehnert, Bacchus Marsh Theatre

Judith will receive 2 movies tickets for the Sun Theatre.

Thank you to all our Standard 8 ambassadors.

Regards,

Adjunct Professor Shane Crowe

Executive Director Nursing & Midwifery

 

Fact Sheet #9: Partnering with Consumers (Standard 2)

  • What is the intention of Standard 2?

    This standard aligns with the governance of Best Care and aims to ensure that consumers are partners in the design, delivery and evaluation of healthcare systems and services, and that consumers, carers and/or their family are supported to be partners in their own care.

     

  • In your daily work, how do you partner with patients, their family members and carers?
    • Introduce yourself to patients and carers whenever you interact with them.
    • Seek to involve patients and families/carers in care decisions to encourage patient centered decision making at the Bedside during handover.
    • Communication Board.
    • Completion of “About Me” form.

     

  • Why is it important to partner with patients and consumer?
    • Ethical and human right.
    • Improve safety and quality of care.
    • Meet the patient needs and preferences.
    • Improve health outcomes.
    • Patients satisfaction and positive experience.
  • How do you identify and link patients of Aboriginal and Torres Strait origin with suitable support services?
    • On admission and recorded in iPM.
    • Referral to Aboriginal Hospital Liaison Officer.

  • What do you do if a patient would like to see a copy of their care plan?
    • Notify NUM/NIC to explain the process.
    • Provide a copy of the FOI form.

     

     

     

  • At which point in a patient’s care journey is it most appropriate to identify their cultural and language needs?
    • On Admission/initial contact with Western Health.

  • Are you aware that patient rights and responsibilities are outlined as part of the Australian Charter of Healthcare Rights? How would you access a copy of the Charter?
    • Yes – Information found on the internet site.
    • Posters are visible on the ward and brochures for Victoria are available.

     

  • Where do you refer a patient who wanted to make a complaint?
    • Refer to NUM/NIC.
    • Feedback Form – paper or website.
  • How would you suggest a patient provide feedback on their care?
  • Being Accreditation Ready means that …

  • Being Accreditation Ready means that in your area …

  • Reflection...

    Describe an improvement in your area that was informed by patient feedback…

  • Are there resources I can access?

    Various FAQs and Resources are available on the Live Best Care site. Click here  or use the QR code below to access the site.

     

     

  • Pop Quiz

    Have a go at a quick pop quiz on Partnering with Consumers to test your knowledge! Click here or on the QR Code to access the quiz.

     

     

  • Accreditation Readiness Hint- Standard 8:

    The good news is we are already providing Best Care and living up to the requirements of NSQHS Std 2 on Partnering with Consumers in our everyday work! This year’s Accreditation Survey is simply a chance to show once again show how well we provide person-centred care.

If you have specific questions or requests about accreditation readiness, please email: BestCare@wh.org.au