2019 Patient Experience Symposium
 

CONCURRENT SESSIONS

The 2019 Patient Experience Symposium includes the following twelve concurrent streams, covering different aspects of Patient Experience:

Communication & Health Literacy

Experiences of Maternity Care

Mental Health

Improving Services

End of Life Care

The Patient Voice
Survey Methods & Data Collection

Working Smarter Together

Aboriginal Care Experiences

Children and Paediatrics

Empowering Consumers

Aged Care


Below are the presentation summaries for the sessions held within each stream, in order of the
2019 Patient Experience Symposium Program


For more information please email
isabella@alignmentevents.com.au.


CONCURRENT SESSION ONE
10.45am - 12.20pm, Monday 29 April 2019


Stream: Communication & Health Literacy
20 minute Concurrent Presentations


Session Title:
Health Literacy Framework for NSW
Time of Presentation: 10.45am - 11.05am, Monday 29 April 2019
Presenter: Kay de Ridder, Program Manager, Patient Centred Care, Clinical Excellence Commission

Presentation Summary: 60% of people in Australia have low health literacy, affecting their ability to fully engage in their healthcare. The Clinical Excellence Commission has been tasked with creating a health literacy framework for NSW Health, in order to address priorities of person centred care, consumer engagement, safe high quality care, caring for our workforce and equity. Informed by extensive consultation with staff and consumers, the resulting framework provides the first statewide approach to health literacy, guiding staff to tackle this concept through actions in four priority areas.

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Session Title: Interprofessional Family Conferencing Training: Collaborating in Patient Centred Decision Making
Time of Presentation: 11.10am - 11.30am, Monday 29 April 2019
Presenter: Daniella Pfeiffer, Senior Program Officer, Health Education and Training Institute (HETI), Allied Health
Co-presenter: Sue Aldrich, Senior Program Officer, Health Education & Training Institute (HETI), Allied Health

Presentation Summary: The training improves the delivery of patient centred healthcare by equipping health professionals with skills to effectively plan and participate in a family conference, including patient centred communication, collaborative decision making and managing high emotions. Delivered through a blended learning package (online eLearning module and face to face simulation workshop), the patient experience is a key focus of this education package.

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Session Title: Finding our way to the Health Service: Consumers Working with the Health System to Make it Easier to Navigate
Time of Presentation: 11.35am - 11.55am, Monday 29 April 2019
Presenter: Claudia Cresswell, Health Literacy Project Officer, Health Care Consumers' Association

Presentation Summary: Health staff understand that consumers often find it difficult to find the location of their appointment in a busy, complex hospital or community setting. Better signs, maps, websites and verbal instructions greatly improve environmental health literacy. The Health Care Consumers’ Association First Impressions Project continues to trial new ways for consumers to partner with health services to make improvements to the environment. Since introducing the Project at the 2018 Patient Experience Symposium, refined principles, processes and materials can be shared with all who want to improve health literacy.

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Session Title: Building the Evidence Base: The Evaluation of a Systematic and Partnership Approach to Improve the Quality of Patient Information and Education Materials
Time of Presentation: 12.00pm - 12.20pm, Monday 29 April 2019
Presenter: Fiorina Mastroianni, Health Literacy and Diversity Health Manager, ISLHD
Co-Presenter: Danielle Muscat, Post-Doctoral Research Fellow, University of Sydney

Presentation Summary: There are limited examples of organisation-wide health literacy approaches to systematically improve the quality of written consumer health information. An Illawarra Shoalhaven Local Health District (ISLHD) and University of Sydney study showed that ISLHD’s ‘PiP process’ significantly improves the understandability and actionability of written consumer resources. ‘PiP process’ is a system with standardised processes to prepare, review and store written consumer information. Included are standardised processes and tools to obtain consumer feedback to improve information resources. ISLHD’s ‘PiP process’ provides a framework for other health organisations to adopt similar universal precautions and systems approaches to improve consumer health.



Stream: Experiences of Maternity Care
20 minute Concurrent Presentations


Session Title:
Outreach Rural Maternity
Time of Presentation: 10.45am - 11.05am, Monday 29 April 2019
Presenter: Lou Gillman¸ Outreach Midwife, WNSWLHD
Co-Presenter: Tammy O'Connor, CMC, WNSWLHD

Presentation Summary: Western NSW Local Health District (WNSWLHD) covers 250,000 KM² which is 31% of land area of NSW. The LHD has a population of 277,353 people with 11.1% being Aboriginal or Torres Stait Islander Origins. The WNSWLHD Outreach Maternity Service was developed to improve community based antenatal and postnatal services for rural & remote areas. Women were travelling up to 400KM for service provision as there were no local alternatives. Service provides a navigational link for the women with their local care providers and birthing facility staff. Use of technologies to minimise the travel distance between their communties and birthing facilities.

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Session Title: Women's Wisdom: An Analysis of the Comments of 10,000 Mothers on their Recent Experiences of Labour and Birth
Time of Presentation: 11.10am - 11.30am, Monday 29 April 2019
Presenter: Nadine Hackl, Lead Researcher, Bureau of Health Information

Presentation Summary: The NSW Maternity Care Survey collected the experiences of antenatal, labour and birth, and postnatal care from ~10,000 recent mothers in 2015 and 2017. Women provided freetext comments to ‘what was best about the care you received’ and ‘what most needs improving’.

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Session Title: Engaging with CALD Women: Changing Perceptions & Outcomes
Time of Presentation: 11.35am - 11.55am, Monday 29 April 2019
Presenter: Robyn El-Khair, Community Participation Manager, SWSLHD
Co-Presenter 1: Stephanie Nunn, Midwife Manager, Fairfield Hospital, SWSLHD
Co-Presenter 2: Sammi Sayed, Consumer Representative, Fairfield Hospital, SWSLHD

Presentation Summary: The Bureau of Health Information (BHI) captured the maternity patient experience during the 2016 calendar year. Fairfield Hospital was noted as the poorest performing maternity service in the state with 7 aspects of care nominated as a priority for action.

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Session Title: Improving Patient Journey for Mothers Having Elective Caesarean Section
Time of Presentation: 12.00pm - 12.20pm, Monday 29 April 2019
Presenter: Manoj Mallikahewa, Senior Specialist Anaesthesiologist, Nepean Hospital

Presentation Summary: Before this project, the patients for elective Caesarean section were seen by the anaesthetist for the first time in the operating theatre just before surgery. There was no pre-operative anaesthetic assessment or education before coming to theatre The patients are generally anxious just before surgery and anaesthesia. Therefore, information regarding invasive spinal or epidural procedures provided in theatre were not well comprehended by patients. Hence the consent obtained for the anaesthetic was suboptimal. The proper assessment of the patient with review of relevant paperwork and information took valuable theatre time and reduced productivity.



Stream: Mental Health
20 minute Concurrent Presentations


Session Title:
Enabling Patients, Families and Carers to Speak up for Safety: 'REACH', a Patient and Family Escalation System
Time of Presentation: 10.45am - 11.05am, Monday 29 April 2019
Presenter: Bradley Lloyd, Program Coordinator, Patient Centred Care, Clinical Excellence Commission
Co-Presenter: Kay de Ridder, Program Manager, Patient Centred Care, Clinical Excellence Commission

Presentation Summary: REACH was implemented in NSW public hospitals in 2013. Mental health inpatient settings and emergency departments were not included in the initial roll out in most hospitals. These areas bring unique challenges to REACH implementation. However, we know that patients deteriorate in these areas and that failure to escalate and respond are consistently identified among the leading contributory factors in serious incident investigations.

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Session Title: The Mental Health Carer Experience Survey
Time of Presentation: 11.10am - 11.30am, Monday 29 April 2019
Presenter: Sarah Kelshaw, Experience and Outcome Measurement Project Manager, NSW Ministry of Health
Co-Presenter: Jonathan Harms, CEO, Mental Health Carers NSW

Presentation Summary: In order to improve the care and support that they provide, services must work together with consumers and carers to implement change. Across NSW Public Mental Health services feedback on consumer experience is collected regularly but more work is needed to collect carer feedback.

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Session Title: Differences in Rating Experience of Care by Patients’ Characteristics: The Outpatient Cancer Clinics Survey 2016
Time of Presentation: 11.35am - 11.55am, Monday 29 April 2019
Presenter: Kha Vo, Senior Analyst, Bureau of Health Information

Presentation Summary: The Outpatient Cancer Clinics Survey asked 12,024 patients who attended a cancer clinics in NSW in November 2016 about their experience of care. The questionnaire consisted of 47 main questions about different aspects of care, including access, timeliness, discussing worries and fears, written care plan, communication and medical history. This study aims to investigate if the experience of care of is rated differently in sub-populations such as patients born outside Australia, in low socio-economic status (SES) group, had mental health conditions, and Aboriginal and Torres Strait Islander (ATSI).

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Session Title: Development of the MSEPHS: Marrickville Side Effect & Preventative Health Screening Tool
Time of Presentation: 12.00pm - 12.20pm, Monday 29 April 2019
Presenter: Andy Simpson, Team Leader, SLHD
Co-Presenter: Marc Lamond, CNS, Sydney LHD

Presentation Summary: Mental health consumers typically experience a range of distressing side-effects from anti-psychotic medication which are often under-reported. Many neglect their physical health, and life expectancy for people with severe & enduring mental illness is 20-30 years less than the population average. Currently mental health services routinely check metabolic monitoring every 13 weeks and recommend annual physical health reviews with the GP, but there is no routine monitoring of side effects or preventative health screening status. The M-SEPHS: Marrickville Side Effect & Preventative Health Screening Tool has been developed to quickly and concisely identify side-effects and preventative health screening status and is designed to be completed every 13 weeks alongside metabolic monitoring.



95 Minute Workshop


Session Title:
ACI & eHealth NSW Patient Reported Measures Workshop
Time of Presentation: 10.45am - 12.20pm, Monday 29 April 2019
Presenter: Melissa Tinsley, A/Manager, Audit & Improvement, Agency for Clinical Innovation
Co-presenter 1: Christen Stubbs, A/Manager, Health Outcomes, Agency for Clinical Innovation

Presentation Summary: This workshop will provide participants with information about the NSW Patient Reported Measures (PRMs) Program and demonstrate how technology is being used to capture, report and help improve patient experiences and outcomes. The session will emphasize the importance of co-design and the significant contribution of consumers. It will include an interactive IT demonstration, workshop activities (small group/facilitated discussion) for collecting and using PRMs, videos and access to consumer eLearning module. Participants will leave with an increased idea about how PRMs can be embedded into their current workflows/services and the benefits to consumers.

**This Workshop will be repeated on Day Two**


95 Minute Workshop

Session Title: Oh, the Places Jo Could Go
Time of Presentation: 10.45am - 12.20pm, Monday 29 April 2019
Presenter: Meredith Burke, Consumer Representative, Priority Research Centre for Stroke and Brain Injury, University of Newcastle
Co-presenter: Gillian Mason Hunter, Stroke Research Register Manager / Consumer Priority Research Centre for Stroke and Brain Injury, University of Newcastle

Presentation Summary: Interactive workshop. Clinicians and researchers will develop insight into how their communication with patients has impact. Facilitated by a consumer-clinician-researcher duo, participants will practice effective communication strategies for healthcare and research scenarios and reconsider the value of the patient /consumer.
Patients are humans, thrust outside their comfort zone into the medical / research world where they feel disempowered by unfamiliar surroundings, people, procedures and medical jargon. How does this effect medical outcomes? Are you communicating in a language that will be understood? How can you get the best out of a participant in a trial?



CONCURRENT SESSION TWO
1.15pm - 2.50pm, Monday 29 April 2019


Stream: Improving Services
20 minute Concurrent Presentations


Session Title:
Using the Patient Experience to Develop Person Centred Leaders
Time of Presentation: 1.15pm - 1.35pm, Monday 29 April 2019
Presenter: Collette Davies, Coach: Transforming Your Experience, SWSLHD
Co-Presenter: Judica Roux, Coach: Transforming Your Experience, SWSLHD

Presentation Summary:
The culture of health care has long centred on Patient Centred Care. Whilst this has served clinicians it has provided barriers to the patient experience as evidenced by feedback from the NSW Health Patient Satisfaction Surveys. This culture has slowly been challenged by the naissance of the concept of Person Centred Care. Leadership across all levels of the organisation is pivotal to leading any change in workplace culture, which has posed the question “how can we develop leaders to be Person Centred to enable them to lead Person Centred Cultures?”

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Session Title: Improving the Experience of People who are Blind or Have Low Vision: An Experience Based Co-Design Project
Time of Presentation: 1.40pm - 2.00pm, Monday 29 April 2019
Presenter: Helen Badge, A/Manager, Ophthalmology Network; Research Fellow, Agency for Clinical Innovation
Co-presenter 1: Susan Thompson, Vision Australia
Co-Presenter 2: Conor Smith, Vision Australia
Co-Presenter 3: Kate Thompon, Orthoptist, Bankstown Hospital
Co-Presenter 4: Christine Fuller, Nurse Unit Manager, Bankstown Hospital
Co-Presenter 5: Nabill Jacobs, Vision Australia
Co-Presenter 6: Caroline Kovacic, A/ Manager, PEACE, Agency for Clinical Innovation
Co-Presenter 7: Tara Dimopoulos-Bick , Manager, PEACE, Agency for Clinical Innovation
Co-Presenter 8: Sarah-Jane Waller, Network Manager,Ophthalmology; Program Manager, Agency for Clinical Innovation

Presentation Summary: There is anecdotal evidence people who are blind or have low vision experience variation in the care they receive, and hospital staff may be uncertain how best to provide care. Experience based co-design (EBCD) is a rigorous evidence based approach that brings together consumers, families and staff as active partners in healthcare improvement.
Aims:

  1. Use EBCD to identify nature of experiences of people who are blind or have low vision when they are in hospital and those who care for them
  2. Co-design, test and implement solutions to improve the experience of patients, carers and staff

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Session Title: Precious People: NSW Perinatal Post Mortem Service
Time of Presentation: 2.05pm - 2.25pm, Monday 29 April 2019
Presenter: Angela Morgan, Redesign Lead, NSW Health Pathology

Presentation Summary: Families grieving following the loss of their child, are asked to hand over their precious baby for an examination that is invasive, and for families this can be a traumatic experience. The fear and trauma associated with consenting to an examination may prevent them going ahead and knowing why their baby died.
The aim of redesigning Perinatal Post Mortem services was to bring families and Pathology closer together to improve access to expert diagnostic services in a way that respects a families wishes, informs, caters to individual needs, responds to cultural and religious time frames and maintains the safety and security of the child.

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Session Title: Barriers and Facilitators to Implementing MUSIC & MEMORY as a Novel Personalised Music Intervention in 21 Public Healthcare Settings in NSW
Time of Presentation: 2.30pm - 2.50pm, Monday 29 April 2019
Presenter: Tara Dimopoulos-Bick, Manager, Patient Experience and Consumer Engagement, Agency for Clinical Innovation

Presentation Summary: Listening to personalised music is a simple and low-cost intervention with expected therapeutic benefits including reduced agitation, stress responses and anxiety. While there is growing evidence for the use of personalised music as a therapeutic intervention, there has been little investigation into processes and strategies that would support the implementation of personalised playlists. The intervention implemented was accredited program MUSIC & MEMORY.



Stream: End of Life Care
20 minute Concurrent Presentations


Session Title:
A Little Piece of Me
Time of Presentation: 1.15pm - 1.35pm, Monday 29 April 2019
Presenter: Tim Talty, Art Program Manager, Sydney Children's Hospitals Foundation, Randwick

Presentation Summary:
Palliative Care aims to provide compassionate care to children with a life limiting illness and their families in Hospital and community as well as through the bereavement stage. “A Little Piece of Me” is a collaborative arts project between artist Andrew Christie, SCH Foundation Art Program & Palliative Care which celebrates the many influences that shape the identities of developing children. The project sought to provide a platform for families to publicly celebrate the lives of their children and acknowledge those who were instrumental in shaping that life. It also offered an opportunity to communicate to the public about Palliative Care.

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Session Title: "What do I need to Know About You as a Person to Give you the Best Care Possible?": Implementing the Patient Dignity Question into a Specialist Palliative Care Service
Time of Presentation: 1.40pm - 2.00pm, Monday 29 April 2019
Presenter: Safrina Thristiawati, Senior Research Officer, Calvary Health Care Kogarah
Co-presenter 1: Elizabeth Lobb, Head of Palliative and End of Life Care Research Institute, Calvary Health Care Kogarah
Co-Presenter 2: Jan Maree Davis, Staff Specialist, Calvary Health Care Kogarah
Co-Presenter 3: Mei Lau, NUM, Calvary Health Care Kogarah
Co-Presenter 4: Jane Graham, Director of Clinical Operations, Calvary Health Care Kogarah

Presentation Summary:
Failure to acknowledge person-hood is often the cause of patient and family dissatisfaction. The Patient Dignity Question (PDQ) was developed by Harvey Chochinov (2015) as a simple means of enquiring about person-hood: “What do I need to know about you as a person to give you the best care possible?” It is based on the premise of whole person care – that we treat the whole person not just their disease.

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Session Title: Innovative Palliative and Supportive Care in Rural Western NSWLHD: Developing a Community-Led Volunteering Initiative
Time of Presentation: 2.05pm - 2.25pm, Monday 29 April 2019
Presenter: Alex Huntir, Manager, Volunteer Support Services Programme, Palliative Care NSW
Co-presenter: Jane Beach, Palliative Care Project Coordinator, WNSWLHD

Presentation Summary:This presentation highlights an innovative project in Western NSW to address inequities of access to community palliative and supportive care for patients and families in end of life care. Practitioners had noted disadvantage in access to social and emotional support for patients and families, a role suited to volunteer participation. With a large geographic area and highly dispersed population, Western NSW wanted to maximise patient benefits from their project funding for 2 x 0.6 FTE positions.

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Session Title: You don't know if you don't ask: Implementing Patient Reported Outcomes in a Specialist Palliative Care Service
Time of Presentation: 2.30pm - 2.50pm, Monday 29 April 2019
Presenter: Liz Lobb, Professor of Palliative Care, Calvary Health Care Kogarah
Co-presenter: Jan Maree Davis, Medical Director, Calvary Health Care Kogarah

Presentation Summary: Satisfaction and symptom management data is collected routinely from palliative care patients at Calvary Health Care Kogarah, but we have little information on their experience of care. Patient-reported outcome measurements (PROMs) play an increasingly important role in health care in allowing patients to assess the effect and quality of their care.



Stream: The Patient Voice
20 minute Concurrent Presentations


Session Title:
Using a Co-Design Approach with Consumers: Developing a Consumer Participation Framework
Time of Presentation: 1.15pm - 1.35pm, Monday 29 April 2019
Presenter: Jayne James, Patient Experience Manager, CCLHD
Co-Presenter1: Jann Hayman, Consumer Representative, CCLHD
Co-presenter 2: John Haydon, Consumer Representative,CCLHD
Co-presenter 3: Lillias Bovell, Consumer Representative, CCLHD
Co-presenter 4: Vivienne Scott, Consumer Representative, CCLHD
Co-presenter 5: Dorothy Stanton, Consumer Representative, CCLHD

Presentation Summary:
Central Coast Local Health District (CCLHD) identified the requirement for a review and update of a user friendly Consumer Participation Framework for staff and consumers.

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Session Title: "The Sky’s the Limit with this Stuff": Client and Staff Perspective on Client Centred Care in Residential Substance Dependence Treatment
Time of Presentation: 1.40pm - 2.00pm, Monday 29 April 2019
Presenter: Esther Davis, Research Officer, University of Wollongong
Co-presenter 1: Peter Kelly, Associate Professor, University of Wollongong
Co-Presenter 2: Frank Deane, Professor, University of Wollongong
Co-Presenter 3: Mark-Buckingham, CEO, Kedesh Rehabilitation Services

Presentation Summary: Client centred care (CCC) encourages healthcare organisations and providers to strive for a more holistic and empowering standard of care. Historically, residential substance dependence treatment services have adopted a one-size fits all approach to service delivery. Introduction of a more CCC approach may promote greater respect and inclusion between services and clients. The aim of this research was to explore client and staff perspective on the acceptability and feasibility of introducing a CCC model within residential substance dependence.

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Session Title: Barriers for Women, and Trans and Gender Diverse People in Discussing HPV: Related Cancer with Clinicians
Time of Presentation: 2.05pm - 2.25pm, Monday 29 April 2019
Presenter: Bella Bushby, Communications and Policy Officer, Positive Life NSW
Co-presenter 1: Lance Feeney, Consultant and Special Representative, Positive Life NSW
Co-presenter 2: Liz Sutherland, Senior Project Officer, Positive Life NSW
Co-presenter 3: Jane Costello, President / Member, Positive Life NSW, Femfatales, National Network of Women Living with HIV in Australia
Co-presenter 4: Joel Murray, Associate Director Policy and Programs, Positive Life NSW
Co-presenter 5: Craig Cooper, Chief Executive Officer, Positive Life NSW
Co-presenter 6: Kathleen Leane, Member, Femfatales, the National Network of Women Living with HIV in Australia

Presentation Summary:
Positive Life NSW (PLNSW) and Femfatales: the Australian National Network of Women Living with HIV, developed a survey to gain an understanding of women and, trans and gender diverse people and their experiences of Human Papillomavirus (HPV) and related cancers.

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Session Title: Open Access Meetings: A Tangible Approach to Engagement
Time of Presentation: 2.30pm - 2.50pm, Monday 29 April 2019
Presenter: Jennifer Coote, District Consumer and Carer Coordinator, WNSWLHD
Co-presenter: Kelly Leonard, District Family and Carer Coordinator, WNSWLHD

Presentation Summary: Subsequent to a whole of service transformation to realign our practice with a recovery orientated model, we identified a need to more broadly consult with consumers and carers. Consumers and carers wanted the opportunity to make comment or ask questions of local managers and decision makers.



95 Minute Workshop


Session Title:
Creating the Conditions for Consumer-led Improvement
Time of Presentation: 1.15pm - 2.50pm, Monday 29 April 2019
Presenter: Ian Richards, Senior Manager, Organisational Effectiveness, Clinical Excellence Commission

Presentation Summary: Involving consumers as participants and leaders in quality improvement for patient safety is a shared goal, and challenge, for health systems. The Organisational Safety Improvement Matrix (OSIM) describes proven organisational conditions that make it easier for effective quality improvement at all levels. In 2017, the Clinical Excellence Commission collaborated with Safer Care Victoria to enhance the OSIM to specifically describe the organisational conditions that enable consumers to be involved in, and lead, health service improvement. This interactive workshop will draw strength by bringing together different health system perspectives to discuss a common goal - consumer involvement in improvement.


95 Minute Workshop

Session Title: Choosing the Right Tool for the Job: Selecting a Patient-Reported Experience Measure to Suit your Research and Quality Improvement Objectives
Time of Presentation: 1.15pm - 2.50pm, Monday 29 April 2019
Presenter: Claudia Bull, PhD Candidate, Griffith University
Co-presenter: Joshua Byrnes, Associate Professor, Griffith University

Presentation Summary: This workshop aims to advise health services managers, researchers and clinicians on selecting appropriate patient-reported experience measures (PREMs), based on their established validity and reliability, the domains captured, relevance to their local clinical and patient contexts, as well as research and/or evaluation aims. The resources provided to attendees aim to guide their future patient experience research and evaluations.



CONCURRENT SESSION THREE
10.30am - 12.05pm, Tuesday 30 April 2019


Stream: Survey Methods & Data Collection
20 minute Concurrent Presentations


Session Title:
Listening to Patients and Carers to Improve Experience and Service
Time of Presentation: 10.30am - 10.50am, Tuesday 30 April 2019
Presenter: Jayne James, Patient Experience Manager, CCLHD
Co-Presenter 1: John Haydon, Health Consumer Representative, CCLHD
Co-Presenter 2: Leeann Mullen, Service Improvement Manager, Oral Health Services
Co-Presenter 3: Alison Austen, Clinical Nurse Consultant, Integrated Chronic Care Program, CCLHD
Co-Presenter 4: Bronwyn Goddard, Clinical Dietitian, CCLHD
Co-Presenter 5: Sharon Palmer, Registered Nurse, Surgical Clinical Reviewer, CCLHD
Co-Presenter 6: Helen Young, Clinical Midwifery Specialist, CCLHD
Co-Presenter 7: Georgina Rosee, Divisional Manager, Allied Health, CCLHD
Co-Presenter 8: Clare Karibika, Patient Safety Officer, CCLHD

Presentation Summary: There is international consensus that Patient Reported Experience Measures (PREM’s) are integral to providing a patient-centred, health care system where ‘what matters to patients’ in terms of experience is measured and used to improve clinical practice.
Central Coast Local Health District (CCLHD) presently has no systematised method for the collection and use of PREM's for safety and quality improvement. A previous method of collecting patient experience proved to be burdensome for staff and provided little value to improving patient care.

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Session Title: Are Experiences of Maternity Services in NSW Improving?
Time of Presentation: 10.55am - 11.15am, Tuesday 30 April 2019
Presenter: Lisa Corscadden, Performance Reports, Bureau of Health Information
Co-presenter: Diane Hindmarsh, Lead Analyst, BHI

Presentation Summary: Almost 10,000 women responded to surveys about their experiences of maternity care in NSW in 2015 and 2017. More than fifty questions were compared between years, covering aspects of antenatal care, care during labour and birth, postnatal care and follow up to see if experiences improved.

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Session Title: Transforming patient and staff experience in South Western Sydney Local Health District
Time of Presentation: 11.20am - 11.40am, Tuesday 30 April 2019
Presenter: Natalie Wilson, Director Transforming Your Experience, SWSLHD

Presentation Summary:
The Bureau of Health Information (BHI) asks thousands of people to comment on their experience with the public healthcare system and publishes independent reports about the performance of the NSW public healthcare system. In SWSLHD there has been limited staff engagement in developing actions to support improvements from these reports, due to the lengthy timeframe between data collection and publication, a lack of granularity with the reports and the lack of employee knowledge about the purpose of the reports.

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Session Title: Understanding Client Experience of Screening with BreastScreen NSW
Time of Presentation: 11.45am - 12.05pm, Tuesday 30 April 2019
Presenter: Sandra Rickards, Senior Research and Evaluation Officer, Cancer Institute NSW
Co-Presenter 1: Matthew Warner-Smith, Manager, Business Intelligence and Information Systems, Cancer Institute NSW
Co-Presenter 2: Catherine Miles, Data Analyst, Reporting and Analytics, Cancer Institute NSW
Co-Presenter 3: Naomi Combe, Program Manager, BreastScreen NSW, Cancer Institute NSW
Co-Presenter 4: Karen Tomkies, Project Manager ,Cancer Institute NSW
Co-Presenter 5: Nadine Hackl, Lead Researcher, Surveys, Bureau of Health Information
Co-Presenter 6: Jason Boyd, Director, Surveys, Bureau of Health Information

Presentation Summary: Background: A positive client experience with BreastScreen NSW (BSNSW) is important to achieving and maintaining screening participation. In 2017, BSNSW identified the need for a standardised state-wide mechanism for collecting client experience data.
Aim: BSNSW collaborated with the Bureau of Health Information (BHI) to conduct a client experience survey to understand client experience throughout the screening process, to identify Screening and Assessment Service (SAS) variations and to highlight strengths and opportunities for service improvement. .



Stream: Working Smarter Together
20 minute Concurrent Presentations


Session Title:
Patient Experience of Technology in the Hospital Setting
Time of Presentation: 10.30am - 10.50am, Tuesday 30 April 2019
Presenter: Jennifer Warrilow, Clinical Lead PowerChart Maternity, Canterbury Hospital
Co-Presenter 1: Lily Pho, Leadership, Culture and Practice Development Nurse Manager, SLHD
Co-Presenter 2: Carla Murley, Clinician, Health Informatics, RPAH and Balmain

Presentation Summary: It has been well documented in the literature that electronic medical records and medication systems improve patient safety in various ways. However there is limited literature focused on the perception of patients with regard to technology by the bedside. With increased resources being directed to electronic medical records and the associated hardware eg. workstations on wheels (WOWs) and bring your own device (BYOD). This highlighted the need to understand and explore patient's experience and their perception of clinicians utilising mobile bedside technology as part of the care they receive every day.

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Session Title: The Patient's Voice - A Patient Delivered Handover
Time of Presentation: 10.55am - 11.15am, Tuesday 30 April 2019
Presenter: Kim Maddock, Nurse Manager, NBMLHD

Presentation Summary: Consumer engagement and patient centred approaches are associated with not only patient and staff satisfaction, but also improvement in safety and quality and cost effectiveness in healthcare.
The Patient Delivered Handover aimed to improve consumer engagement by giving them a voice in their healthcare journey.

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Session Title: Keeping Patients Well and at Home in Winter: NNSW Winter Strategy
Time of Presentation: 11.20am - 11.40am, Tuesday 30 April 2019
Presenter: Sharyn White, Director of Integration, North Coast Primary Health Network
Co-Presenter 1: Catriona Wilson, Manager Integrated Care, NNSWLHD
Co-Presenter 2: Bernadette Carter, After Hours Coordinator, NCPHN
Co-Presenter 3: Vicki Rose, Director, Integrated Care, NNSWLHD
Co-Presenter 4: Dan Ewald, Lead Clinical Advisor, NCPHN

Presentation Summary:
The Winter Strategy is a joint project bringing together the Northern New South Wales Local Health District (NNSWLHD), North Coast Primary Health Network (NCPHN) and General Practice to better respond to the surge in healthcare demand over winter. The Winter Strategy aims to support people with long term conditions to stay well and safely at home during winter. The three aims of the strategy are to:

  1. Improve respiratory hygiene and vaccine uptake, slowing the seasonal epidemic of infectious respiratory conditions using a population wide campaign.
  2. Support general practices to keep their most vulnerable patients well and reduce their likelihood of being hospitalised in winter.
  3. Reduce the length of stay in hospital and re-admission rate through improved processes for transfer of care from hospital to community during winter.

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Session Title: The Nature, Burden and Management of Psoriatic Arthritis-Related Foot Problems: From the Perspective of Patients and Health Professionals
Time of Presentation: 11.45am - 12.05pm, Tuesday 30 April 2019
Presenter: Kate Carter, PhD candidate, Western Sydney University
Co-Presenter 1: Steven Walmsley, Director of Academic Programme for Podiatric Medicine, Western Sydney University
Co-Presenter 2: Deborah Turner, Professor of Podiatry, Western Sydney University

Presentation Summary: Psoriatic arthritis (PsA) can lead to marked functional impairments with involvement in the lower limbs including joints and tendons. Research from the UK shows that foot-related impairment and disability persists in a high proportion of people with PsA despite targeted pharmacological management. The basis for this is poorly understood in the UK, where podiatry services are integrated within multidisciplinary rheumatology teams, and there is a lack of locally representative information on PsA-related foot involvement. .



Stream: Aboriginal Care Experiences
20 minute Concurrent Presentations


Session Title:
Together We Can: Integrated Aboriginal Chronic Care
Time of Presentation: 10.30am - 10.50am, Tuesday 30 April 2019
Presenter: Marilyn Tolman, Clinical Nurse Consultant, Chronic Disease, Aboriginal Health Directorate, NNSWLHD
Co-Presenter 1: Ragina Rogers, Coordinator Integrated Aboriginal Chronic Care, NSWLHD

Presentation Summary: The Integrated Aboriginal Chronic Care project (IACC) was developed in response to the identified need for a Culturally appropriate service delivery model of chronic disease management and rehabilitation for Aboriginal clients. The project aimed to achieve a single point of entry for Aboriginal clients with a coordinated focus on the needs of the client to provide services that are more accessible for the Aboriginal community. The key issues that were identified included; a poor awareness of available Aboriginal and non-Aboriginal Services by health staff, a lack of coordination and integration and the lack of uptake of services by Aboriginal clients.

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Session Title: Towards Systematic Monitoring of the Experiences of Care of Aboriginal and Torres Strait Islander people with Cancer: Phase One
Time of Presentation: 10.55am - 11.15am, Tuesday 30 April 2019
Presenter: Monica Green, Research Officer and Project Manager, Menzies School of Health Research
Co-Presenter 1: Gail Garvey, Senior Principal Research Fellow and Deputy Division Leader, Wellbeing and Preventable Chronic Diseases Division, Menzies School of Health Research
Co-Presenter 2: Kalinda Griffiths, Scientia Fellow at Centre for Big Data Research in Health. Research Fellow, UNSW Sydney and Menzies School of Health Research
Co-Presenter 3: Kate Anderson, Post Doctoral Researcher, Menzies School of Health Research
Co-Presenter 4: Joan Cunningham, Senior Principal Research Fellow, Menzies School of Health Research

Presentation Summary: Disparities in cancer outcomes amongst Indigenous Australians reflect reduced access to and engagement with health services. A growing patient-centred care emphasis has increased efforts to measure patient experiences, but it is unclear whether existing approaches: a) assess critical aspects of care for Indigenous people with cancer; and b) facilitate Indigenous people’s involvement with patient experience measurement. Complexity in patient experience measurement, together with evidence of poor cancer outcomes for Indigenous people and the fragmented nature of cancer care, makes assessing Indigenous cancer patients’ experiences challenging and urgent.

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Session Title: Seeking Authentic Engagement for Heart Health: An Aboriginal Patient Perspective
Time of Presentation: 11.20am - 11.40am, Tuesday 30 April 2019
Presenter: Rhian Nathan-Marsh, Clinical Nurse Consultant, John Hunter Hospital, HNELHD
Co-Presenter 1: Reakeeta Smallwood, Project Officer, Tamworth and Peel Sector, Hunter New England Health

Presentation Summary:
The Lighthouse Hospital Project, a federally funded joint program by the Heart Foundation and the AHHA. Hunter New England Health is fortunate to have two hospitals engaged in the Lighthouse Project. John Hunter Hospital has joined Tamworth's 'darrhay mali' project to 'shine the light' on the issues around cardiovascular disease and the impact it has on the Aboriginal and Torres Strait Islander population.

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Session Title: Yarning About Quitting: Upskilling Health Professionals to Support Aboriginal Women to Quit Smoking
Time of Presentation: 11.45am - 12.05pm, Tuesday 30 April 2019
Presenter: Linda Bootle, Clinical Midwife Consultant, Aboriginal Maternal Infant Health Service, WNSWLHD
Co-Presenter 1: Pamela Keed, Aboriginal Health Worker, WNSWLHD
Co-Presenter 2: Gabriella Barrett, Health Promotion Officer, WNSWLHD

Presentation Summary: Western NSW Local Health District (WNSWLHD) had some of the highest rates of smoking in pregnancy in Australia between 2013 and 2015. Smoking rates amongst among pregnant Aboriginal women were more than double those of pregnant non-Aboriginal women (45.4% vs 18.9%) 2016. During a woman’s journey to parenthood smoking habits are discussed with parents. However, many health professionals don’t have the knowledge or the skills to engage their clients effectively in smoking cessation. Aboriginal women expect to be asked about smoking and be offered help, so the challenge was to enable staff to provide this component of our service in a culturally appropriate way. .



95 Minute Workshop


Session Title:
Anyone can Participate in Experience Based Co-Design
Time of Presentation: 10.30am - 12.05pm, Tuesday 30 April 2019
Presenter: Caroline Kovacic, A/ PEACE Manager, Agency for Clinical Innovation
Co-presenter 1: Helen Badge, A/Opthalmology Network Manager, ACI
Co-presenter 2: Helen Kulas, Respiratory Network Manager, ACI
Co-presenter 3: Linda Hassett, Implementation Manager, ACI
Co-presenter 4: David Follent, Project officer, Chronic Care for Aboriginal People, ACI
Co-presenter 5: Philip Orcher, PEACE Project Officer, ACI

Presentation Summary: Experience based co-design (EBCD) brings consumers, families and staff together to improve health services. It is a rigorous evidence based approach that gives people an equal voice as active partners in healthcare improvement that leads to better outcomes for all. In this workshop participants will develop a greater understanding of the value that consumers, carers, clinicians and other staff bring to work together to improve the experience of receiving and providing healthcare, and will use the ACI's 'how might we' tool to workshops ways to explore ways to incorporate EBCD into local projects.


95 Minute Workshop

Session Title: Measuring the Value of Mental Health Services in Rural Communities
Time of Presentation: 10.30am - 12.05pm, Tuesday 30 April 2019
Presenter: Trent Dean, Head of Clinical Governance, Royal Flying, Doctor Service, QLD
Co-presenter: Shane Evans, Partner, MinterEllison

Presentation Summary: How can rural service providers clearly articulate the value delivered through the provision of mental health services so that they are well positioned for future funding? Over the past 4 months the RFDS Queensland branch have been challenging themselves to answer this question using human/patient centred design thinking as the methodology involving wide consultation with patients, service providers, carers and the community. During this session, these outcomes will be shared but then participants will play a critical role as "interpreters" - meaning that you will be able to progress and devlop some of this thinking using design thinking techniques.



CONCURRENT SESSION FOUR
1.00pm - 2.35pm, Tuesday 30 April 2019


Stream: Children and Paediatrics
20 minute Concurrent Presentations


Session Title:
Partnering with Australian Families to Better Manage their Children’s Health Information
Time of Presentation: 1.00pm - 1.20pm, Tuesday 30 April 2019
Presenter: Jemma Black, Change Analyst, National Children’s Digital Health Collaborative, eHealth NSW
Co-Presenter 1:Stephanie Penn, Clinical Engagement Manager, Western NSW and eHealth NSW

Presentation Summary: The National Children’s Digital Health Collaborative’s aim is to improve Australian children’s health and wellbeing through digital technology irrespective of their location, socioeconomic status or cultural background. It is focused on improving health outcomes for children and young people by creating digitally innovative solutions that empower families to take ownership and control of their health information.

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Session Title: The View from the Hospital Bed: How Patient Input Improves Patient Outcome
Time of Presentation: 1.25pm - 1.45pm, Tuesday 30 April 2019
Presenter: Alicia Wood, Program Lead, Integration and Enablers, WSLHD

Presentation Summary: True partnership with parents has resulted in increased survival and decreased morbidity of extremely sick neonates at the Children's Hospital Westmead over the last 15 years. Much of this success is attributable to the different expertise and varied perspectives that non-health professionals can bring to the health system. Expanding the skill mix of health staff can bring huge benefits and enable new ways of thinking to improve health outcomes.

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Session Title: The Benefits of a Home Like Environment near Children's Wards
Time of Presentation: 1.50pm - 2.10pm, Tuesday 30 April 2019
Presenter: Tracey Webster, General Manager. Programs & Impact, Ronald McDonald House Charities

Presentation Summary:
Ronald McDonald House Charities partnered with The Social Policy Research Centre, at UNSW Sydney, to undertake research into the impact of Ronald McDonald Family Rooms in Hospitals. The research study question was: ‘Do Ronald McDonald Family Rooms provide additional emotional, physical and psychological benefits to family members of sick children compared with what is provided by hospitals?’
Ronald McDonald Family Rooms (RMFR) are spaces within hospitals that provide homelike facilities close to paediatric and NICU wards. The spaces are markedly different to hospital spaces and provide amenities such as kitchen facilities with free food, tea and coffee, bathroom and showers, lounge area, laundry facilities, children’s activities.

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Session Title: SCHN Youth Advisory Council: The Impact and Opportunities for Adolescents
Time of Presentation: 2.15pm - 2.35pm, Tuesday 30 April 2019
Presenter: Laura Griffin, Network Manager - Patient and Family Engagement, Sydney Children's Hospitals Network
Co-Presenter 1: Jane Ho, Staff Specialist, Trapeze, SCHN

Presentation Summary: The Sydney Children’s Hospital Network (SCHN) Youth Advisory Council (YAC) has been running since March 2017, providing young people and adolescents with opportunities to have a voice and create change within the Network. Drawing on young people’s motivations and experiences as Council members, this session will explore some of the diverse ways members have been able to develop and use their skills within and beyond the SCHN.



Stream: Empowering Consumers
20 minute Concurrent Presentations


Session Title:
Patient Empowered Care
Time of Presentation: 1.00pm - 1.20pm, Tuesday 30 April 2019
Presenter: Abbey Perumpanani, Director Clinical Programs, NNSWLHD

Presentation Summary: Despite significant ongoing management efforts the completion rates for discharge summaries, provision of discharge medications lists, and post-discharge follow-up arrangements for patients at a medium-sized regional hospital remained poor. The aim of this project was to see if patient engagement in the discharge process, through an intervention called Patient Empowered Care (PEC), could help address this problem.

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Session Title: The Patient's Voice-Embedding Person-Centred Care within Outpatients in Chronic and Complex Care
Time of Presentation: 1.25pm - 1.45pm, Tuesday 30 April 2019
Presenter: Jane Bradshaw, Physiotherapist, Nepean Hospital, NMBLHD
Co-Presenter 1:Nazlee Siddiqui, Lecturer & Coordinator of Health Service Management Tasmanian School of Business and Economics, University of Tasmania
Co-Presenter 2:Kevin Hedge, Senior Executive, Manager of Allied Health and Community Programs, NBMLHD

Presentation Summary: Person- centred Care (PCC) is known to enhance safety and quality in healthcare There is a gap in the literature how this is experienced by patients being managed by multidisciplinary teams.This translation study’s objective was to answer the research question of ’How is person -centred care embedded in planning and treatment for patients with chronic and complex health issues?’ The aim was to explore the lived experience of the participants to produce workable solutions to support healthy relationships between patients and clinicians in the clinical areas of Geriatric, Rehabilitation and Chronic Pain.

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Session Title: Yes, We Can Hear You: Engaging Consumer Participation in Drug and Alcohol Services
Time of Presentation: 1.50pm - 2.10pm, Tuesday 30 April 2019
Presenter: Corinne Maynard, Drug and Alcohol Nurse Manager, NNSWLHD

Presentation Summary:
There was no formal consumer representation in Drug and Alcohol (D&A) Services within NNSW LHD. Lack of processes and opportunities for consumers of the D&A services to participate in service development or to have their suggestions, feedback and concerns addressed in a timely manner led to some dissatisfaction within the client group. Consumers' fundamental rights to be involved were not always being met or catered for, and was not in line with Quality Healthcare Standards.

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Session Title: Shared Value of Consumer Engagement: How we have Applied this in the Severe Burn Service in NSW
Time of Presentation: 2.15pm - 2.35pm, Tuesday 30 April 2019
Presenter: Dale Forbes, Consumer Representative, Statewide Burn Injury Service, Agency for Clinical Innovation
Co-Presenter 1: Anne Darton, Manager, Statewide Burn Injury Service, ACI

Presentation Summary: The National Safety and Quality Health Service Standards provide a national mandate for Health Services to engage meaningfully with consumers. However, there is no consistent approach to achieving this in the provision of a clinical burns service across Australia. Consumer engagement provides an empathetic and respectful framework that brings together professional knowledge and best practice evidence and lived experience to design, implement and evaluate improvements, activities, products and services.



Stream: Aged Care
20 minute Concurrent Presentations


Session Title:
Mrs Dean’s Story: A Consumer Collaboration to Reduce Injury
Time of Presentation: 1.00pm - 1.20pm, Tuesday 30 April 2019
Presenter: Lorraine Lovitt, Lead NSW Falls Program, Clinical Excellence Commission

Presentation Summary: Providing relevant and meaningful education to clinicians is a challenge that requires creativity. To improve compliance with admission procedures for patients with fall and delirium risk, an engaging consumer story of a 76 year old who suffers a serious fall in hospital.

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Session Title: Living Well and Feeling Better: Multipurpose Service Evaluation Unpacked
Time of Presentation: 1.25pm - 1.45pm, Tuesday 30 April 2019
Presenter: Hassan Assareh, Senior Analyst, Agency for Clinical Innovation (ACI)
Co-Presenter 1: Jessica Drysdale, Implementation Manager, ACI
Co-Presenter 2: Jenny Preece, Network Manager, Rural Health, ACI
Co-Presenter 3: Huei Yang Chen, Analytics Manager, ACI

Presentation Summary: “Living Well in Multipurpose Services (MPS) Collaborative” program was implemented in 25 MPS residential aged care facilities (Mar-Oct 2017) across NSW aiming to support staff to provide resident-centred care and enhance quality of life and wellbeing of their residents. Key domains of the program were respect individuals, informed and comprehensive care, homelike environment, recreational activities and positive dining, and access to multidisciplinary services. This investigation aims to examine the impact of the program on key domains.

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Session Title: The Integration of Specialist Podiatry Services within a Rheumatology Multidisciplinary Team to Enhance the Patient Experience
Time of Presentation: 1.50pm - 2.10pm, Tuesday 30 April 2019
Presenter: Kate Carter, PhD Candidate, Western Sydney University
Co-Presenter:Steven Walmsley, Director of Academic Programme for Podiatric Medicine, Western Sydney University

Presentation Summary:
As many features of inflammatory arthritis (IA) manifest early in the feet, podiatrists have a prominent role in the screening, diagnosis and management of IA-related foot disease. International recommendations advocate integration of podiatry within rheumatology multidisciplinary teams (MDT) to optimise patient outcomes. Despite widespread recognition of the importance of foot-care, podiatry services for people with IA in Australia are not well embedded within the public health system. Currently, two key challenges exist 1) unmet demand for IA-related foot care due to inadequate provision of podiatry services within rheumatology MDTs and 2) lack of specialist training and knowledge across medical and allied health professions for the management of foot problems in IA.

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Session Title: Advance Care Planning: A Pragmatic Randomised Controlled Trial
Time of Presentation: 2.15pm - 2.35pm, Tuesday 30 April 2019
Presenter: Anne Meller, Clinical Nurse Consultant - Advance Care Planning, Prince of Wales Hospital
Co-Presenter 1: Catherine Molihan, Nurse Manager, Clinical Streams Innovation Improvement, SESLHD

Presentation Summary: Advance Care Planning(ACP) is gaining popularity in Australia. The “Baby-Boomer” generation who controlled their fertility in the 1960s now wish to control their “futility” in their 60s and beyond. ACP is a process of communicating your wishes for care and treatment should the time come when you are unable to do this for yourself, due to illness or injury. While ACP sounds like a good idea and is often a “dot point” solution to many complex problems, there is little Australian evidence to say whether ACP actually assists decision-making when patients become unwell. Barriers include: a lack of knowledge of health professionals, patients and carers; confusion with euthanasia; and lack of comfort with having conversations.



95 Minute Workshop


Session Title:
ACI & eHealth NSW Patient Reported Measures Workshop
Time of Presentation: 1.00pm - 2.35pm, Tuesday 30 April 2019
Presenter: Melissa Tinsley, A/Manager, Audit & Improvement, Agency for Clinical Innovation
Co-presenter 1: Christen Stubbs, A/Manager, Health Outcomes, Agency for Clinical Innovation

Presentation Summary: This workshop will provide participants with information about the NSW Patient Reported Measures (PRMs) Program and demonstrate how technology is being used to capture, report and help improve patient experiences and outcomes. The session will emphasize the importance of co-design and the significant contribution of consumers. It will include an interactive IT demonstration, workshop activities (small group/facilitated discussion) for collecting and using PRMs, videos and access to consumer eLearning module. Participants will leave with an increased idea about how PRMs can be embedded into their current workflows/services and the benefits to consumers.

**This Workshop is repeated from Day One**


95 Minute Workshop

Session Title: What are the Barriers and Enablers of Patient Centred Care?
Time of Presentation: 1.00pm - 2.35pm, Tuesday 30 April 2019
Presenter: Bradley Lloyd, Program Coordinator, Patient Centred Care, Clinical Excellence Commission (CEC)
Co-presenter 1: Kay de Ridder, Program Manager, CEC
Co-presenter 2: Mark Elkins, Research Education Consultant, Centre for Education & Workforce Development, SLHD Co-presenter 3: Lesley Innes, Director, Centre for Education & Workforce Development, SLHD

Presentation Summary: In this session, we will explore key factors impacting on patient centred care (PCC). An Australian study published in Nov 2018 by the presenter will be used to provide a case study of what clinical and non-clinical managers perceive to be the limiting and enabling factors. Delegates will have the opportunity to reflect on the findings in relation to their own settings, and work together to develop targeted PCC improvement strategies.