Welcome to the Partners In Care Webex 5 – 5 th September 2012 Today's focus is on

1. Welcome to the Partners In Care Webex 5 – 5th September 2012 Today's focus is on ‘Sharing’ We will start at 8am

2. Agenda for today’s WebEx • Forthcoming Webex Dates • Wednesday 26th September 8am-Driver Diagrams • Wednesday 3rd October 8am – Sustainability of your improvement project • Wednesday 31st October 8am- Review of progress- where you are and where you should be. • Wednesday 28th November 8am- stories and narratives that have led to improvement action • Workbook review dates –4th & 21st September 2012, November 2012 and February 2013 • Themes coming through from workbooks received to date • Sharing- from Partners In Care Projects • Time for questions

3. Themes coming through from the workbooks • Range of projects- advanced care planning, co-design brain injury rehab service, acute mental health services, transition form pediatric to adult care in cardiology services, Focus groups for aged residential care, radiotherapy experience- head and neck cancer services. • Engaging leaders- mixed- some have done really well and others seem harder to engage. Tip- create a story about the current problem to build the case for change and try o include a positive finding too. • Engaging staff- mixed- some very enthusiastic and some fearful/suspicious of the intent of the programme. Staff may be harder to persuade than staff • Engaging consumers-mixed- but generally more positive than not. Remember to be aware of their needs and their energy levels.

4. Themes coming through from the workbooks Overall learning and insights • Prepare, prepare, prepare- Groundwork critical , getting key people on board from the start really helpful- one to one discussions with some really make a difference, • It can take a long time to gain approvals for use of new documentation/questionnaires and so on • When you need someone else/another department to do something for you their sense of urgency is often not the same as yours • The project work takes time • If the staff member and consumer present the project together this can be very powerful • Staff and consumers can see things very differently • Aim of the project has changed in some cases • Communicate, communicate, communicate and check understanding

5. Resistors of Change can be helpful Don’t be short sighted While some people do undermine change efforts, it is short sighted to think everyone will, or even want to. Understand Try to understand why people are resistant. Ask what they are concerned about and listen to their criticism. Doing so may uncover valid concerns that need to be addressed. Perspective Put everyone’s perspectives to use and make resisters a part of the solution."

6. Questions/comments

7. Hospital Operating SystemWhere’s the Patient? Abby O’Neill

11. Where to from here: • Patient waiting in ED • Patient waiting for a bed • Nurses story – trying to find a bed • Doctors story – getting to ED to see patients

12. Reflections/Questions/comments

13. Second Sharing presentation Dr. Chris Walsh Linda Gilbert

14. Kupu Taurangi Hauora o Aotearoa

15. The Health Quality & Safety Commission has committed to: • increase consumer engagement in decision-making about the health and disability services they use • increase health literacy for providers • capture consumer experiences • increase leadership for consumers and providers so they can work as partners in care.

16. Key Project Establish the One Stop E-Shop: Partners in Care • Consumer representative: Dr. Chris Walsh (Commission) • Health sector representative: Linda Gilbert (Commission)

17. The overall aims • Consumers can express interest in being consumer representatives on Commission work programmes • Design an intranet page for staff that is dedicated to consumer engagement for their work programmes • Upload data onto the site – policies, potential consumer contacts, training sessions, research, templates and tools • Encourage staff to add information to the site to show how they are engaging with consumers, their tips, pitfalls and experiences etc • After user-testing phase, share the intranet page and templates within the site with other organisations wanting to engage more consistently with consumers

18. Getting started: using the experience of staff (as our ‘consumers’) Paper bag exercise revealed: • current status of consumer representatives on work programmes • need for examples of where consumer engagement is working well and evidence-based stories showing benefits of working with consumers • need for guidance on defining and selecting consumers • clarity about outcomes sought • need to agree‘shared’ meaning.

19. Work to date • Establishing the Commission’s Consumer Network • Agreed definitions about what ‘consumer’ means for the Commission • Establishing the Consumer Register • Designing an intranet page for staff dedicated to consumer engagement for their work programmes • Sending staff weekly emails with articles and top tips about health literacy and consumer engagement • Outreach sessions

20. Consumer register ALL ABOARD! Sign onto the Health Consumer Register Consumers can express interest in being consumer representatives on Commission work programmes http://www.hqsc.govt.nz/our-programmes/consumer-engagement/

21. Intranet page Elevator exercise revealed that staff would like: • personal stories • a list of appropriate and knowledgeable consumers to draw from who are in active contact with networks • a clear process on how best to identify consumers to work in the programme space • consumer contacts and knowledge of their skills and linkages back to the sector and the community • consumers who have experienced ‘harm’ across the four focus areas and who have the ability to recount their stories. Design an intranet page for staff that is dedicated to consumer engagement for their work programmes

22. What we have learned so far • Identify a champion • Not everyone is in the same ‘space’ as us • Share ideas • Give people time to consider • Contextualise the concepts with each team and their work programme

23. Our website: www.hqsc.govt.nz • Register for our newsletter and fortnightly email updates • Contact us: info@hqsc.govt.nz

24. Kupu Taurangi Hauora o Aotearoa

25. Reflections/Questions/comments

26. Lynne presenting on: • Creating a Culture for Innovation: Thursday 2 sessions • Special Interest Breakfast Title: NHSi Co-Design Programme - Accelerate your progress • Thinking Differently to Transform Care- Friday 1 session

27. Thank you