S10: Changing times require redefinition of great consumer experience in community mental health.

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By September 21, 2017 No Comments

Authors: Jenny Hall

Year: 2017

Event: 2017 TheMHS Conference

Subject: Workforce, Service Systems, Delivery, Implementation, Change, Innovation, Reform

Type of resource: Conference Presentations and Papers

Abstract: A rapidly changing environment sees Neami National venturing into more diverse and clinical service provision. Subacute, residential, CCUs and PHN commissioned services require a strong clinical governance framework. Neami is building a strategic quality management system, co-designed with consumers, carers and staff, to deliver on a Great Consumer Experience (GCE). National consultations occurred with stakeholder groups from October 2016 to February 2017.

Consultations identified what a great consumer experience at Neami should look like and the qualities and skills of staff required to deliver on these experiences. Metrics will measure our achievement against these operationalised definitions of CGE, and organisational structures and processes will be redesigned to align with a great consumer experience.

Preliminary analysis of consultation data in each stakeholder group highlighted the importance of relationships with key workers, and interestingly the use of technology of technology was not mentioned.

This presentation will describe our process to date, and forecast intended organisational changes. Using these ideas to deliver a great consumer experience through the NDIS will also be discussed.

Learning Objectives
Learning Objective 1: The audience will have an understanding of the co-design process for development and implementation of a quality management system that will inform delivery of a great consumer experience.

Learning Objective 2: Community managed mental health services need to adapt and requires clinical governance processes that ensure delivery of safe, quality, and recovery focused clinical services.

Balding C (2012) '5 Essential Skills for 21st Century Quality Managers.' InTech Open Access http://www.intechopen.com/books/quality-assurance-and-management
Balding C (2011) The Strategic Quality Manager: A Handbook for Navigating Quality Roles in Health and Aged Care. Arcade Custom, Melbourne. Available as a handbook or ebook from: www.cathybalding.com

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