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In 2020, Health Consumers’ Council (HCC) worked with the Patient Safety Surveillance Unit in the Department of Health to learn more about how consumer feedback – including complaints and compliments – is collected, provided, and used for improving health services. We held a number of workshops with consumers and we also held telephone interviews with some consumers in regional areas. We held targeted sessions for Aboriginal community members, and Consumers of Mental Health WA ran a targeted session for consumer of mental health services.

When we talk about feedback we mean both compliments and complaints. It includes feedback you give in writing, as well as feedback you give by telling someone in person or on the ‘phone.

In summary, these were the key issues from the consultation sessions HCC hosted:

• There are many barriers to giving feedback or making a complaint – most of which WA Health can influence
• Importantly, people from all groups described how difficult it was to find out how to give feedback or make a complaint.
• Feedback mechanisms don’t match the complexity of the system
• Many people experience the responses received to feedback or complaints as impersonal and unhelpful
• Many Aboriginal people described experiences of racism in the health system which impacted on the likelihood and way they give feedback or make a complaint. There is much more to do to embed feedback mechanisms that are experienced as culturally safe by Aboriginal people.
• Providing feedback is often an emotional experience – a trauma-informed response could help create an environment where staff are more able to receive feedback and consumers are more supported to provide it.

These were the barriers to giving feedback:

• A prominent reason for not giving feedback is simply that people were not asked. There was a strong theme in the workshops about providing consumers with opportunities to give feedback “in the moment”. Suggestions included putting information next to hospital beds and making this known to people and having a visible presence – in the shape of a person – in a prominent place in a health service.
• Lack of time and energy on the part of the consumer – dealing with one’s health (or that of their family) is already time consuming.
• Unsure of the process for giving feedback/making a complaint
• Have previously had a negative experience of giving feedback
• No confidence that investing the time and energy in giving feedback will result in positive change
• Fear of being treated less well as a result of making a complaint – this was particularly prominent from people living in regional areas
• Literacy and language issues

What consumers would like:

• A system where it is easy to give feedback.
• Information about giving feedback or making a complaint that is
  • more visible
  • clearer
  • proactively given – seek feedback throughout the process of care
• Ways to collect feedback that include
  • Culturally safe options for Aboriginal people
  • More face to face options
  • More options that don’t require written feedback
  • More opportunity to give feedback in the moment
• A more personalised and caring response
• A streamlined consistent process that
  • Is simpler
  • Is consistent between health service sites
  • Is focused on the needs of the consumer not on the needs of the system
  • Includes a clearer and more effective process for complaints that are complex or that relate to multiple parts of the system
• More support to provide feedback
• More independent support focused on the interests of the consumers
  • Focus on removing barriers to giving feedback
• Accountability
  • More external review of complaints and feedback process
  • Assurance that feedback leads to positive action and change.

(Updated 17 July 2020)

Community conversations may be with a mixture of ethnicities or one community or faith/language group. Sessions are free to attend. The sessions offer a relaxed and engaging environment that aims to:

• increase participants’ knowledge about rights and responsibilities in healthcare
• help participants understand the different health services in Western Australia
• provide an opportunity for participants to ask questions about the health system or health services in Western Australia
• enable participants to express ideas, concerns and recommendations about health issues affecting them, their family or their community.

2020 Community Conversations are in the planning stage.  Watch this space for more information.

If you are a CaLD community member interested in hosting or helping to organise a community conversation, please contact info@hconc.org.au. This is a free service.

Tell someone if you’ve had a positive experience

• You can download and save an editable version of the postcard here – just fill in the details and send as an email attachment
• You can find the contact details to send your postcard to on this list of hospital feedback email addresses
• If you’d like to print a hard copy of the postcard, you can use this PDF format

For Health Service providers

• You can download this poster to let people know about the postcard
• You can use the HCC logo and our Patient Experience Week logo to help promote the postcards
• You can email us on info@hconc.org.au if you need more information or would like the postcard in InDesign format

Studies suggest that saying thank you can lead to a 50 per cent increase in helpfulness – so by expressing your thanks for a job well done, you could be helping to make the health system just a bit better!

Patient Experience Week is an opportunity to celebrate and acknowledge the ways that staff in health services can have a positive impact on our experience of the health system. We encourage you to let someone know if they have helped you have a positive experience in the health system. Just fill in one of these postcards with their name and a note, and hand it or email it to the team. We welcome carers and family members to also fill out a card when they have a positive experience.

Thank you!

The Procedure Specific Information Sheets Lite provide written information about your treatment. They are written by qualified and practicing consultant surgeons and physicians, with input from other relevant health professionals.

Your doctor can provide you with the full sheets, which are usually four pages long. You can ask for these when you attend your appointment.

https://ww2.health.wa.gov.au/Articles/N_R/Procedure-Specific-Information-Sheets

The operation and treatment information on this page is published under license by Health Consumers’ Council (WA) from EIDO Healthcare Australia and is protected by copyright laws. Other than for your personal, non-commercial use, you may not copy, print out, download or otherwise reproduce any of the information. The information should not replace advice that your relevant health professional would give you.

Advertising in Health Matters Magazine

Health Consumers’ Council (WA) Inc (HCC) has produced Health Matters quarterly magazine since its inception in 1994. Since mid-2015 HCC each issue has focused on a theme, with articles sourced from key stakeholders across WA and Australia. A call for features goes out through HCC’s media channels and key people are approached to contribute. Click here for more information on how you can advertise with us or contact the Health Consumers Council on (08) 9221 3422.

Health Matters Reach:

• Direct marketing to a community of 1000+ individual and organisational members plus interested community members based in WA, including key people and organisations in WA health
• Promoted through HCC social media channels (Facebook, Twitter, LinkedIn and Instagram) to a combined reach of 25k+ per month
• Used as promotional material at all Health Consumers’ Council events, partnership events and external events where HCC has a stall
• All past issues feature on HCC’s website, with many articles re-purposed as blog posts

Health Matters Magazine Article Submissions

If you would like to submit an article for consideration, it should be no more than 600 words, plus high resolution photographs (2 MB or higher) if available attached as a JPG or PNG file.

As a general rule, all submitted articles should meet the following criteria:

• Directly related to health care and health care consumers in WA
• Information for people involved in the WA health system
• Non-commercial interests

Please send your submissions to info@hconc.org.au. Please note that submitting an article is no guarantee the article will be published as is, or even at all. Please don’t hesitate to contact us on 9221 3422 to discuss.

Have your say on My Health Record

Health Consumers’ Council partnered with Australian Digital Health Agency to help West Australians get to know My Health Record better. We’ve been sharing content through our social media, website and newsletters, and followed this up with a survey to find out your views on My Health Record. The survey is now closed, and the results will be uploaded soon.

The latest resources on how to get the most out of your My Health Record

By now, you will have either had a My Health Record created for yourself, or opted out of having one created.

If you are using My Health Record, we recommenced you log in to take a look at your information and update your privacy settings. These brochures provide further information on how to use your My Health Record now that it has been set up.

• Your Health Information securely in one place (general information on how your health records are stored)
• Control who can look at your health information (includes how to set privacy controls)
• How is your health info protected (more information on privacy and security)

Do you have a My Health Record?

Since the opt out period ended, My Health Records have been created for the 90% of Australians that did not choose to opt out. These FAQs below were created to inform people’s decision whether or not to opt out. You always retain the right to delete your My Health Record, and you always retain the right to apply for one.

It’s important to note that it is not a complete record. It is not truly digital, either. It is essentially an online folder for your health documents. However, it does make that important link between our federally funded health services (GPs, Medicare, and medications data) and our state funded services (our hospitals).

Over 2019, the Australian Digital Health Agency plans to roll out consumer information about how to use My Health Record. The first of this information includes the brochures above, and more will follow.

How can I find out more?

Check out these Frequently Asked Questions

Please email us if you have any concerns regarding the My Health Record and we will ensure you are given access to the information you need.

Nidjalla Waangan Mia – GP Down South

Nidjalla Waangan Mia was established in 2010 to help meet the needs of the Aboriginal and Torres Strait Islander people in the Peel region by providing Culturally Appropriate Health and Wellbeing Services for clients who live in Mandurah, Murray, Waroona and Pinjarra. It is an AGPAL accredited practice.

Services include a nurse-led GP clinic, and Integrated Team Care including an outreach worker and Transport Officer. The centre also offers Wellness Programs including such as cooking and healthy lifestyle, runs podiatry clinics, and has a visiting paediatrician. All activities and programs are directed towards achieving maximum improvement in health outcomes for clients. “We try to deliver them in a fun, non-clinical and non-threatening way to reduce barriers and maximise attendance.”

Peel Youth Medical Service

Peel Youth Medical Service (PYMS) is a holistic, youth friendly medical centre for young people between the ages of 12 and 25.

PYMS offers a confidential, comprehensive, multi-disciplinary service with GPs, registered nurses and counsellors on site. PYMS aims to promote wellness by improving the mental, social and physical health of young people in the Peel region.

Pulmonary Hypertension Network Australia

Pulmonary Hypertension Network Australia is a national charity that partners with the community to reduce diagnosis times, support and educate those living with pulmonary hypertension in Australia.

The organisation was started when founder Melissa Dumitru was diagnosed with idiopathic pulmonary arterial hypertension in 2008 and given just four years to live. Melissa quickly realised the enormous gap in the availability of support, information and resources for people newly diagnosed with pulmonary hypertension in Australia. The Network endeavours to develop effective and holistic, person-centred approaches to care and treatment. It supports and assists people through their journey to develop the knowledge and skills needed to manage and live well with a serious, chronic disease.

Kalamunda Hospital Palliative Care nursing team

Kalamunda Hospital has seen focused growth in its specialist inpatient palliative care service during its 40 years of operation. In the last few years alone, the palliative care ward has gone from a four bed unit to a 20 bed unit.

Clinical Nurse Specialist Cheryl Potter said the service provides comprehensive specialist medical, nursing and allied health care based on the unique needs of patients, carers and families when facing a life limiting illness. One consumer who shared their experience when nominating said the nursing team always put the patient first. “They go above and beyond and treat every patient with respect and dignity at the worst time of their life. They showed such compassion and care.”

Aboriginal Health Champions Program

The Aboriginal Health Champions (AHCs) program was established in 2018 to assist in improving health outcomes for Aboriginal patients accessing all South Metropolitan Health Services (SMHS). The Working Group involved in the establishment of the Aboriginal Health Champion program consisted of Aboriginal consumers, carers and community members, who contributed to the program concept along with SMHS staff.

This program was designed to build on the existing knowledge base and practice of the Aboriginal Health Champions and assist them to further develop their leadership within the organisation and their understandings of the cultural and health care needs for Aboriginal patients.

SJOG Endoscopy Unit

The Endoscopy Unit at St John of God Murdoch Hospital performs, on average, 240 procedures per week. One consumer who shared their experience when nominating said the team helped alleviate her stress and address her concerns before a procedure. “I received such thoughtful and compassionate care – I had full confidence in this friendly and professional team.”

RPH Emergency department

Each year the Royal Perth Hospital Emergency department sees more than 84,000 patients. The consumer who nominated them for this award said the team acted with expertise, kindness and humour during their emergency visit, despite the busy nature of the department.

Te Urupu IMPI (Te Urupu Indigenous Community Development Inc)

Te Urupu Indigenous, Maori and Pacific Island Community was created to engage indigenous communities in healthy living, sport opportunities, upskilling and education. They promote positive pathways to Youth Mental Health, by empowering youth with the tools to care for their own wellbeing, under the guidance of youth workers and peer support programs.

One consumer who shared their experience when nominating said the organisation really helped with mental health support for their family. “I was not coping at all until Tina came along to listen to our very sad, sad hearts. We were lost beyond any words. Tina stood beside us and got us professional help. I want to show my appreciation of this organisation, by giving them what they deserve. A huge pat on the back”.

NMHS Adult Mental Health Program

The Adult Program within North Metropolitan Health Service (NMHS) Mental Health has cultivated a long-term commitment to empowering consumers and carers to participate in health service delivery decisions. Having established its first Consumer Advisory Group in 1994, the Adult Program now has three active CAG groups and a ‘lived experience’ workforce that comprises of eight peer support workers, 18 consumer and carer consultants and 22 representatives.

The Service values consumer and carer engagement as a high and continuous priority. Consumer and carer contributions have included, but are not limited to, consumer care planning processes and the provision of integrated co-located services and partnerships that make a real difference in meeting the needs of consumers and carers.

RPH Haematology & Oncology

Royal Perth Hospital provides a comprehensive range of tertiary level clinical and laboratory services including haematology and oncology. One consumer who shared their experience when nominating said that, over a period of attending the department regularly, they had observed the staff to be “very committed to their work”.

BHS – Silent Disco Program

Patients at Bentley Hospital have recently been rocking out to a silent disco. The patients listened to music through wireless headphones which enabled them to enjoy the music without disrupting others on the ward. The groups are run by Occupational Therapists in the inpatient program and began in November last year with the purpose of providing music to all patients within the adult mental health inpatient wards.

Michelle Dillon has led the collection of extensive evidence for enriched environments and using music and music groups to enhance social, physical and cognitive function and increase outcomes for inpatients. Using this information, she has implemented innovative programs that support the delivery of enriched environments at Bentley Hospital.