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Six Hats Conference Management
Six Hats Ltd
P O Box 16-106
Hamilton 3245
T: 07 843 1398
F: 07 843 1397
E: amanda@sixhats.co.nz
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USEFUL TELEPHONE NUMBERS
Registration Desk: Amanda
Auckland Co-op Taxi:
Super Shuttle:
Novotel Ellerslie:
Hotel Ibis Ellerslie:
Waipuna Hotel:
Mercure Hotel Windsor:
027 482 3707
(09) 300 3000
0800 748 885
(09) 529 9090
(09) 529 9090
(09) 526 3003
(09) 309 9979
VENUE
The presentations will be held in Building 722-201
Catering will be served in Room 220, School of Population Health.
SPECIAL DIETS
If you have advised any dietary requirements on your registration form, these will have been forwarded to the caterers. Please identify yourself to the registration desk staff at refreshment breaks.
MOBILE PHONES and PAGERS
These must be turned off, set to vibrate, or left at the registration desk. Mobile phones are not to be used while sessions are in progress.
CONTINUING MEDICAL EDUCATION POINTS
The Royal Australian and New Zealand College of Radiologists
The Putting Patients First Seminar has been approved by The Royal Australian and New Zealand
College of Radiologists, who have awarded 6 points for full day attendance.
The Royal Australasian College of Physicians
The Putting Patients First Seminar has been approved as an accredited meeting by The Royal
Australasian College of Physicians Accreditation of CPD Meetings and Workshops. Fellows may claim 0.5 credit points per hour to a maximum of 3 credit points. The lunches, morning and afternoon teas, etc do not quality for points.
We remind you to keep a copy of the programme, or registration receipts, as evidence of your participation.
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Clare Cape
Clare has broad experience of the English National Health Service (NHS) in managerial and clinical roles. She has extensive skills in improvement methods and a background as a nurse. She also has an interest in effective measurement of quality improvement. Clare believes in offering a high quality service to the customers of the health service – patients, carers and the staff too.
Clare joined NHS South West (previously Avon Gloucester and Wiltshire Strategic Health
Authority) in April 2005 as Patient and Public Involvement Manager. In this role Clare leads on patient surveys – managing action planning and reviewing progress; developed a guide for improving the patient experience through the English Knowledge and Skills Framework; commissioned, directed and evaluated a programme of focus group training; and supports involvement in the local cancer and cardiac networks.
Clare’s previous roles include Healthcare Improvement Lead with the NHS Modernisation
Agency’s Improvement Partnership for Hospitals; Service Improvement Manager with the NHS
Modernisation Agency based with Surrey and Sussex Strategic Health Authority; Clinical Manager of Theatres and Day Surgery and Booked Admissions Project Manager in an acute Trust in the south-east of England.
Experience in the private sector established Clare’s views on customer care and treating people as individuals. Experience outside healthcare (in the travel industry) widened her skills in problem solving and ‘thinking on her feet’. Senior medical colleagues experienced Clare as a
‘problem solver’.
Clare says that she has been described as logical, and also enjoys thinking creatively about process redesign and improvement techniques from the user’s point of view. She has been observed as having a non-threatening, encouraging style. Clare enjoys coaching and sharing her learning with others and has an interest in personal and leadership qualities and styles.
Outside work Clare enjoys a range of interests including travel. She owns a second home in
Turkey and last visited New Zealand in 2003 for the America’s Cup. Clare also likes to spend time with her partner who lives in Maine on the east coast of the United States.
Gillian Bohm
Principal Advisor Quality Improvement and Audit, Clinical Services Directorate, Ministry of
Health
Gillian has a clinical background and has extensive experience in the areas of clinical quality improvement and risk management.
Gillian has been instrumental in the development of a national strategy for quality improvement published in Improving Quality (IQ): A systems approach for the New Zealand Health and
Disability Sector and the associated IQ Action Plan: Supporting the Improving Quality Approach.
Gillian was a member of the DHBNZ Safe and Quality Use of Medicines Group that developed and published the Safe and Quality Use of Medicines National Strategy in December 2005.
In August 2004 Gillian became the first New Zealander to be made a Fellow of the Australasian
Association for Quality in Health Care.
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Nikki Coupe
Maori Health Advisor (Auckland)
Kai Tahu, Te Atiawa, Ngati Toa, Rangitane Raukawa
Nikki is NZGG’s Mäori Advisor. Nikki is an epidemiologist specialising in kaupapa Mäori methodology. She has a PhD in Mäori Studies. Her thesis focused in on Whakamomori: Mäori suicide prevention. She has trained community health, Mäori health and mental health workers in Mäori suicide prevention and post-vention.
Nikki has also worked collaboratively with other indigenous people including First Nations
Peoples, Native Alaskan, American Indians, Native Hawaiian, Saami and Australian Aboriginal people.
Barry de Geest
Barry is well known for his work within the disabled community, including roles managing services, providing consultancy, being past Auckland President of the Disabled Persons Assembly, and recently elected Board member of the Auckland District Health Board.
Rae Lamb
Rae is Deputy Health and Disability Commissioner, Complaints Resolution.
Appointed August 1 2005, under changes to the HDC Act, she manages the teams responsible for the whole complaints resolution process, including the triage and assessment of complaints, referrals to advocacy, providers or other agencies, and investigations.
Prior to this, she was a journalist working primarily as a political reporter and then covering health for eight years as Radio New Zealand's health correspondent. In 2001-02 Rae carried out research into the disclosure of medical errors in the United States. This was during a one year fellowship based at the Harvard School of Public Health and the Institute for Healthcare
Improvement in Boston, and it has led to various presentations here and abroad, and publication in international journals such as Health Affairs, and Quality and Safety in Healthcare.
Janet Maloney-Moni
Nurse Practitioner™ Primary Health Care-Māori
BHSc, PGDipHSc, MHSc(Hons), FCNA(NZ)
Janet is the first Māori Nurse Practitioner™ in New Zealand with Primary Health Care – Maori as her speciality. Janet has been instrumental in Māori development for both the education and health sectors as a registered nurse, nursing tutor, training provider, clinical supervisor and mental health services manager. Janet is now based in her home town of Opotiki amongst her own hapu and iwi but also travels around the eastern Bay of Plenty.
She is also involved with several local and national committees and boards.
Janet is a Fellow of the College of Nurses and has published a book titled “Kia Mana A Synergy of
Wellbeing” which reveals a clearly identifiable intertwined cultural and clinical approach that characterises her practice.
Ron Paterson
Ron was appointed New Zealand Health and Disability Commissioner in 2000. He played a key role in the development of the New Zealand Code of Patients’ Rights in 1996. Ron has lectured and published on a wide range of topics in health law, ethics and policy, and been a leading voice in New Zealand debates on these issues over the past decade.
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Kathryn Peri
Kathy has a Masters in Gerontology from the University of Otago, currently a doctoral student at the University of Auckland and is a registered nurse.
She is currently employed as a Lecturer and Research Fellow in Gerontology at the School of
Nursing, The University of Auckland. Prior to this Kathy held a joint appointment working, as a
Gerontology Nurse Specialist in the community and as a researcher for the University of
Auckland. Kathy has extensive experience in community and residential care. Her research interests include at risk older people living in the community, improving quality of care in residential care and setting up and evaluating interventions in residential care settings. Kathy is also involved in several other HRC studies including exploring physical activity as a treatment option for older people suffering from depression and a case finding study for older people over
75.
Gillian Robb
Gillian is currently the Patient Safety Campaign Manager at Middlemore Hospital and also holds an academic position as senior tutor in the School of Population Health, University of Auckland, where she is involved in coordinating and teaching the Clinical Epidemiology and Quality in
Health Care courses in the MPH programme.
She has a background in physiotherapy, completed a postgraduate Diploma in Ergonomics
(Massey University 1992) and a MPH (Hons) (University of Auckland 2001).
Sue Scobie
Project Leader
Sue has been contracted by NZGG specifically to lead the Self-harm and Suicide Prevention
Project. She has for the past five years worked as an independent consultant working on a variety of projects, including the review of medical misadventure legislation, biotechnology futures and the Prime Minister’s Science and Innovation Advisory Council. Sue has worked in the
Ministry of Health as a Nurse Advisor and policy manager, including managing the best practice in hospitals project. She has also worked in ACC in a policy capacity.
Sue also has a tourism business offering information and holidays especially for families.
Tania Thomas
Tania has been in the role of Deputy Health and Disability Commissioner since 2004 and has responsibility for education and corporate Services and has delegations in the following portfolios; Maori, disability, allied health professionals and prison health. Prior to this role
Tania held the role of Director of Advocacy in the Commissioner’s office where she introduced a strengths based approach to complaints resolution.
Tania’s background is in the social services and disability sectors where she has held both rehabilitation practitioner and senior management roles. She has a Masters of Business
Administration from the University of Auckland. Tania is involved at a governance level with her
Iwi authority and has held trustee roles with not for profit health organisations. She has a strong interest in patient-centred care, consumer participation and behavioural change management.
Brian Vickers
Brian is a qualified Medical Illustrator who works in the field of Medical illustration and photography. Originally from Palmerston North, Brian now lives in Whangarei where he also works as a mental health consumer representative with the Northland DHB. Brian brings his own experience as a mental health consumer to contribute to the Northland team of our Self-harm and Suicide Prevention Collaborative – whakawhanaungatanga.
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8.30am
Opening Remarks
Ron Paterson, Health & Disability Commissioner
9.00 Session 1: Chair: John Buchanan
Setting the scene for the day
Highlighting the significance of a consumer-centred or patient first approach, the links to the Code of Rights, evidence and to the provision of quality care
9.05 Putting the patient front and centre
Gillian Robb, Senior Tutor
School of Population Health, The University of Auckland
9.25 Linking patient experience and service quality improvement: Lessons from the
United Kingdom
Clare Cape, Patient and Public Involvement Programme Manager, NHS South West
10.10am
10.30am
Morning tea – Room 220, School of Population Health
12.45pm
Session 2: Consumer experiences
Compelling Communication and Exceptional Partnership
Tania Thomas, Deputy Health & Disability Commissioner
10.50am Consumer Panel 1: What would have made a difference?
Rae Lamb, Deputy Health & Disability Commissioner, Complaints Resolution
Interviews with consumers about the learning opportunities from their complaints
12 midday Lunch – Room 220, School of Population Health
Session 2: continued
Consumer Panel 2: What does great care look like?
Rae Lamb, Deputy Health & Disability Commissioner, Complaints Resolution
Interviews with consumers who have experienced great care
1.35pm
Session 3: Chair: Tania Thomas
Provider experiences
Examples of consumer/patient/resident-centred quality initiatives
Resident Centreness for Older People
Kathryn Peri, Lecturer, School of Nursing, The University of Auckland
Powhiri
Ngarau Tupaea and Te Kaanga Skipper, Te Kupenga Hauora Māori Kaumatua
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2.20pm Turning evidence in to every day action – results from a New Zealand
Collaborative
Sue Scobie, Nikki Coupe, Brian Vickers, Self-harm and Suicide Prevention
Collaborative – whakawhanaungatanga
2.45pm
3.10pm
Afternoon tea – Room 220, School of Population Health
3.10-3.25
3.25-3.35
3.35-3.45
3.50pm
4.20pm
Session 4: Chair: Rod Perkins
Achieving consumer-centred care
Putting the evidence and learning into action
Current initiatives for achieving quality consumer/patient-centred care
Janet Maloney-Moni, Nurse Practitioner ™, Primary Health Care Māori
Barry de Geest, elected Auckland DHB Member & Chair of the Disability Support
Advisory Committee
Gillian Bohm, Principal Advisor Quality Improvement & Audit, Clinical Services
Directorate, Ministry of Health
Taking practical steps to put patients first: Open discussion
Summing up and conclusion
Ron Paterson, Health & Disability Commissioner
Poroporoaki/Nga Mihi Whakamutunga
4.45pm Seminar concludes
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PUTTING THE PATIENT FRONT AND CENTRE
Gillian Robb
Epidemiology & Biostatistics, School of Population Health, University of Auckland
Putting the Patient Front and Centre
Patient Centre Care is one of the most important dimensions of quality. It is one of Institute of
Medicine’s six aims for improvement, it is one of the work streams of the Quality Improvement
Committee in New Zealand, and is now firmly on the Minister of Health’s agenda.
Numerous definitions include common themes, perhaps most succinctly expressed in the form of
“The Code of Health and Disability Services Consumers' Rights” which became law in 1996.
Examples of patient centred care include the concept of the “expert patient” in the management of chronic diseases and “shared decision making” which is applicable across the entire spectrum of health care. While there have been problems operationalising the definition of patient centred care for research purposes, the evidence base is developing. In particular there is evidence for improved patient satisfaction, improved patient compliance, improved engagement in health process, reduction in anxiety and improved efficiency of care.
Reference
Robb G, Seddon M. Keeping the patient front and centre to improve healthcare quality.
NZMJ 2006 Vol 119 1242 ISSN 1175 8716
Wednesday 18 th April, 2007 9.05am
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LINKING PATIENT EXPERIENCE AND SERVICE QUALITY IMPROVEMENT: LESSONS FROM THE
UNITED KINGDOM
Clare Cape
Patient and Public Involvement Programme Manager, NHS South West
Clare will give a brief overview of the NHS in England, and in the south-west of England.
There is a history of user and stakeholder involvement with the NHS over the last twenty years or so, which Clare will describe in the context of increasing consumerism and the Bristol inquiry and the legal requirements.
Clare will outline the NHS structures that have developed as they relate to user involvement, and discuss some changes currently being developed.
Understanding users’ perceptions of quality underpins how patient feedback is used to improve quality. This involves a national programme of surveys and how the results can be used within hospitals and primary care organisations to prioritise service quality improvement, alongside other drivers for change.
Clare will present a case study of the local cardiac network involvement group – the set up, relationship to the cardiac network; the successes, challenges and lessons learnt; and one individual’s personal experience of being a member of the group.
Clare will also present some examples of developing capacity and capability locally these range from a large conference for non-executive directors to a bespoke course in running focus groups.
The session will conclude with some thoughts about how a balanced scorecard approach could be adopted for involvement work
Wednesday 18 th April, 2007 9.25am
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COMPELLING COMMUNICATION AND EXCEPTIONAL PARTNERSHIP
Tania Thomas
Deputy Health & Disability Commissioner
A good relationship between a health or disability services provider and a consumer is worth striving for and it can be achieved with sound communication and a commitment to working together.
However, the benefits of ‘Putting Patients First’ needs to get through to a great many more health and disability services providers. The advantages seem to speak for themselves but for some reason consumer-centred care is a concept many still struggle with.
Chances are we all know when we have had good service and when we have been treated with respect and our point of view has been acknowledged. It has usually come about in an interaction where the communication between the parties is open, honest, authentic and focuses on the actions to be taken and conveys a sense of caring and commitment. The communication is two-way and involves active listening as well as open expression of ideas and opinions. When people feel ‘in the know’ and have the information they need and feel they have been heard they are better able to participate in the task at hand. Consumer-centred care must start with good communication – it gives people a sense of connection and understanding that enables them to work together in ways that are mutually satisfying.
Another aspect of consumer-centred care is the notion of partnership. Provider and consumer interactions are not always a 50/50 contribution, often the partnership is one of giver and recipient rather than a mix of both from each party. This can cause an imbalance in power within the relationship or the partnership. Partnerships seem to work best when consumers are encouraged to participate and their contribution is valued. Both have a say, both share responsibility for their respective roles, both are honest and respectful of each other and there is a focus on common interest. At times these partners in care may agree to disagree but there is a willingness to respect differences and there is mutual gain from the relationship.
Wednesday 18 th April, 2007 10.30am
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RESIDENT CENTRENESS FOR OLDER PEOPLE
Kathryn Peri
Lecturer, School of Nursing, The University of Auckland
A patient centered approach is increasingly regarded as crucial for the delivery of high quality care in all health care settings. Development of the concept of involving older people more in the management of their care is linked to perceived limitations in the conventional way of doing medicine. A more inclusive system that includes users in the decision making process is often termed client centreness. Allowing the focus of any health intervention to be what is important for the client and his/her family demonstrates respect of the of the clients viewpoint and enhances his/her role in working with health care professionals toward desired outcomes.
Giving older people who are now living in long term care facilities an active role prevents them from being passive recipients of health and social care. This presentation will provide several examples of how a resident centered approach in long term care can improve function and quality of life for older residents.
Wednesday 18 th April, 2007 1.35pm
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TURNING EVIDENCE IN EVERY DAY ACTION – RESULTS FROM A NEW ZEALAND COLLABORATIVE
Sue Scobie, Nicole Coupe, Brian Vickers
Self-harm and Suicide Prevention Collaborative – whakawhanaungatanga
In 2005, The New Zealand Guidelines Group (NZGG) was commissioned by the Ministry of Health to run an innovative multi-year project designed to implement key recommendations from the
Assessment and Management of People at Risk of Suicide guideline.
The three main objectives of the project were to:
1.
work with emergency departments, Māori health, mental health services and consumers to improve emergency mental health care for the prevention of suicide and self-harm
2.
promote collaboration within services and amongst clinicians to achieve and sustain change
3.
contribute to the knowledge base regarding methodologies needed for the successful implementation of guidelines.
NZGG adapted the Australian implementation model for a New Zealand context by overlaying a strong consumer focus, and the Māori concept of ‘whakawhanungatanga’ – connected relationships and shared responsibilities between the individual, the family and the service provider. Nearly half the hospitals in New Zealand were supported by NZGG to participate in this 12 month collaborative
This presentation will highlight the processes and results achieved from using a collaborative approach to involve consumers. Examples of consumer involvement and successful changes in attitudes of clinical staff about self-harm and suicide prevention will be shared.
Wednesday 18 th April, 2007 2.20pm
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CURRENT INITIATIVES FOR ACHIEVING QUALITY CONSUMER/PATIENT-CENTRED CARE
Janet Maloney-Moni, Nurse Practitioner™ Primary Health Care Māori, Moni Nursing Services
Limited
Janet will speak about a model of care that depicts clinical skills surrounded by kaupapa Māori taonga. It is a model of care that puts people first and achieves health outcomes. Janet believes that implementing care from a cultural foundation is the key to meeting the health needs of her clients. The whole idea of good health is for it to be client-centred and what ever path the person wishes to journey along, is always about them and what works for them. It is about looking beyond treating the ailment and considering that there are other ‘ways’ and other traditions that are significant components to being well.
Wednesday 18 th April, 2007 3.10pm
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CURRENT INITIATIVES FOR ACHIEVING QUALITY CONSUMER/PATIENT-CENTRED CARE
Barry de Geest
Elected Auckland DHB Member & Chair of the Disability Support Advisory Committee
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Importance of listening to patient and family as to their needs, including respecting their rights as individuals, maintaining the dignity of the individual e.g. privacy, confidentiality, directing questions to the patient rather than caregivers;
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Recognition of any special issues they may have e.g. mobility, toileting, dressing, feeding;
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Any communication issues e.g. speech, mode of communication, allowing sufficient time for communication, don’t assume that because the person cannot speak, that they cannot understand;
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To ensure that people have their equipment needs met e.g. wheelchairs, hoists, commodes.
Wednesday 18 th April, 2007 3.25pm
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CURRENT INITIATIVES FOR ACHIEVING QUALITY CONSUMER/PATIENT-CENTRED CARE
Gillian Bohm
Principal Advisor Quality Improvement & Audit, Clinical Services Directorate, Ministry of Health
Patients and the wider community have largely been passive observers of the significant changes in health care over the last three decades. There is a growing recognition that consumers have enormous potential to influence their own health outcomes if they are involved actively in shared decision-making and provided with quality information.
Consumers and patients should be involved in discussions about the best way to deliver health services as required in the NZ Public Health and Disability Act 2000 and to meet the commitment in the Improving Quality (IQ): A Systems Approach for the New Zealand Health and Disability
Sector strategic document.
Wednesday 18 th April, 2007 3.35pm
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