The document outlines the program for Patient Experience Week organized by the Health Consumers Council of WA (HCC). Day 1 will include a launch with welcome speeches, a panel on Aboriginal perspectives, and a workshop on organizational approaches to patient experience. Day 2 will feature a panel on measuring patient experience and the HCC Consumer Excellence Awards. The document discusses HCC's role in advocating for patient-centered care and supporting training for both consumers and health services to partner with consumers. It summarizes recommendations from a 2015 clinical senate debate around improving the patient experience in WA.

1. Patient Experience Week
Pip Brennan, Executive Director
Health Consumers Council of WA (HCC)
#HCCPXW

2. Program – What to Expect
LAUNCH – FORMALITIES – 9.45-10.45
Welcome to Country – Olman Walley
Welcome to the Event – Pip Brennan, Executive Director of the Health Consumers’
Council
A Word from our Sponsors – Empower ICT and Illuminance
Director General, WA Health
Dr Karen Luxford – Clinical Excellence Commission – By Skype
Jason A Wolf – Beryl Institute President – By Zoom
Networking – morning tea – 10.45-11am - Lobby
Two Sides to the Patient Experience – Agents Improvocateurs
#HCCPXW
Launch

3. Program – What to Expect
DAY 1 – THURSDAY 28TH APRIL DAY 2 – FRIDAY 29TH APRIL
Launch Aboriginal Perspectives on Patient
Experience Panel Discussion
Agent Improvocateurs – Two Sides to the
Patient Experience
Kate Ryder – An Insiders Guide to
Getting the Best out of the Health
System. Meet the Author, Book Signings
Organisational Approaches to PXW –
Lunch box Session Workshop
Involving Consumers in Organisational
Governance – Lunch box Session
Workshop
Partnering with Consumers Workshop Measuring the Patient Experience Panel
Discussion
HCC CONSUMER EXCELLENCE AWARDS#HCCPXW
Program – What to Expect

4. Why Patient Experience Week?
#HCCPXW
Each year, the Health Consumers’ Council (HCC) runs
its Consumer Excellence Awards. Why not shift this
from Christmas Morning Tea to Patient Experience
Week? So we did.
Why Patient Experience Week?

5. Patient Experience
#HCCPXW
Patient Experience has its roots in the Patient Safety
movement. It recognises that there are layers to
Patient Experience. It is not merely the clinical
safety of the care received in a hospital or health
service, but it is also how the patient’s own priorities
are identified and factored into care. Instead of care
by checklist, the open-ended questions of “what’s
important to you?” needs to be asked, to inform the
care around the patient’s needs and priorities.

6. Patient Experience
#HCCPXW
Respect for
Patient’s
Preferences
Coordination and
Continuity of
Care
Emotional
Support
Physical Comfort Access to Care
Information
Communication
Education
P A T I E N T S A F E T Y

7. HCC and the Patient Experience
#HCCPXW
HCC has three main services:
1. Individual Advocacy
2. Aboriginal Advocacy
3. Consumer and Community Engagement
All of our services feed systemic advocacy, that is,
providing big picture feedback informed by everyday
situations and people’s patient experiences.
http://www.hconc.org.au/services/

8. HCC and the Patient Experience
Individual
Advocacy
Aboriginal
Advocacy
Consumer and
Community
Engagement
S Y S T E M I C A D V O C A C Y
#HCCPXW

9. HCC and the Patient Experience
#HCCPXW
HCC is renewing and refreshing our consumer
representative training programs so that there is now an
introductory and an advanced training program.
This recognises the consumer representative journey.
We start as people having a health system experience
and become skilled representatives that can “code
switch” between service constraints and the consumer
perspective
http://www.hconc.org.au/services/consumer-community-engagement-program/

10. Consumer
Advocate
Consumer –
recency of
experience
Introductory
Training Consumer
Representative
Experience
plus
knowledge of
health sector
Advanced
Training
#HCCPXW
Updated Training for Consumers

11. Support for the health sector
#HCCPXW
HCC’s consumer training sits alongside health sector
training. Providers need to be supported in working in
new ways with health consumers, including working
with culturally diverse consumers, and Aboriginal
communities.
A diverse, well-resourced consumer community helps
drive the reform and culture change required to have a
patient-centred health care system.
http://www.hconc.org.au/services/consumer-community-engagement-program/

12. Consumer and Community Engagement
Support for Consumers to
be part of health system
reform
Training in how to be a consumer
representative
Placing on committees
Feeding systemic issues back and forth
between HCC advocacy, health service
issues
Mentoring, networking, ongoing
professional development
Support for service
providers
Training on how to engage with
consumers and communities in
governance
Specialist training on working with
CaLD and Aboriginal consumers and
communities
Creation of a pool of well-resourced
consumer representatives
Finding of suitable consumer
representatives
#HCCPXW

13. #HCCPXW
WA’s Clinical Senate Debate in December 2015 was
entitled “The Patient will see you now – Thinking beyond
accreditation to focus on the patient experience”. For
the first time for some years, HCC was a co-sponsor for
the Clinical Senate Debate and presented on the Journey
to Partnership. Four Recommendations were Endorsed,
which gives WA Health a mandate to implement them.
http://ww2.health.wa.gov.au/~/media/Files/Corporate/general%20documents/Clinical%20Senate/P
DF/final-report-dec-2015.ashx
December 2015 Clinical Senate
Debate – Patient Journey

14. December 2015 Clinical Senate
Debate – HCC Presentation
A key message was the importance for services to
transition from seeing the National Safety and Quality in
Health Service Standard 2 – Partnering with Consumers as
purely a compliance mechanism. Rather, Standard Two
needs to become “what we do.”
http://ww2.health.wa.gov.au/~/media/Files/Corporate/general%20documents/Clinical%20Senate/
PPT/P%20Brennan%20Dec%202015.ashx

15. #HCCPXW
In Partnership…
Standard 2
Patient
Centred
Care
Core Culture
(It’s what we
do)

16. Outcomes of December 2015
Clinical Senate Debate
Four Recommendations generated from the Clinical
Senate Debate were Endorsed by the Director General of
WA Health, which gives them a mandate to implement
them. The next four slides list them in full, and the
website has details of all presentations and other
Recommendations not endorsed.
http://ww2.health.wa.gov.au/~/media/Files/Corporate/general%20documents/Clinical
%20Senate/PDF/final-report-dec-2015.ashx

17. #HCCPXW
WA Health should introduce a system-wide,
consistently branded ‘Patient First’ program that
drives the patient experience agenda and under
which all key patient experience improvement
programs are measured, with results publically
available.
Endorsed Clinical Senate
Recommendation

18. Endorsed Recommendation
#HCCPXW
In consultation with consumer and carer peak bodies:
•A statewide definition of a great patient experience is
developed that incorporates a value-based, patient-
centered approach. WA Health, as system manager, is to
ensure this is adopted by the whole of Health.
•Patient experience tools are developed or selected for
use that reflect the indicators that matter to patients.

19. Endorsed Recommendation
#HCCPXW
The Senate recommends that a consumer is
appointed as a member of State Health
Executive Forum (or its equivalent post
legislative amendments to create Health
Service boards).

20. Endorsed Recommendation
#HCCPXW
The Senate recommends Chief Executive Officers
visibly and actively lead consumer partnership
programs and have related Key Performance
Indicators (KPIs) in their performance agreement
with their boards.

21. Happy Patient Experience Week!
Questions?
www.hconc.org.au
(08) 9221 3422
pip.brennan@hconc.org.au