Metro North Hospital and Health Service Consultation Hub

We asked how could we improve consumer and carer engagement and partnership.  We wanted to look at different models and approaches to engagement within a mental health service context.   

We also asked for your reflections on and confidence in the process itself. 

You said that consumer and carer engagement needed to be:

• honest
• realistic
• collaborative
• flexible
• inclusive
• fit-for-purpose and purposeful

There needed to be accountability for engagement, a proactive approach and based on our organisation's values.   Consumer and carer engagement needed to support an independent consumer voice, as distinct from a peer / lived experience workforce. 

• Two clear paths for engagement were determined: a collective community of consumer and carer partners and an extended peer workforce.   
• Four ideas were prioirtised along these paths:a register of lived experience for on and offline purposeful consumer and carer engagement; consumer educator role; and strengthened carer partnership and an expanded peer workforce. 
• Three other areas that cut across are:community partnerships; platform for lived experience stories; and building capacity of carers and consumers to participate.   
• All of these elements rely on, build and reinforce organisational culture and capability. 

Feedback was collected in survey and in a feedback form at all workshop with many expressing appreciation of the mix of voices and perspectives, the importance of  interactions and participation of Executives (although this did not happen at all workshops, the support of Executives at the final workshop was noted), participants felt that their ideas were listened to

• From the first four workshops which were focused on idea generation, 75% of participants said they were either confident or very confident that their involvement will inform MNMH’s approach.  The rest were either uncertain or not confident. 
• From the final workshop, where voting for ideas took place, the confidence level was the same.  

Positive comments included: ​

“I found today's meeting valuable, insightful and meaningful”.  ​

“Great collaborative approach”,

“innovative approach””,

“very productive”, ​

“Thank you for listening and being interested” ​

“Relevant, open conversation with a broad range of voices” ​

Negative: ​ “Based on previous experience (not MNMH) where the system decides what to do based on budget.”

We also heard through other feedback and channels that there were concerns about the findings being translated into practice and being acted on.  
 

We asked what was most valuable to the co-design process. Below are some of the comments:

"The depth of input each participant can provide. That everyone is heard and can make themselves heard. That people can seize opportunities to participate. Getting away from the "they didn't do this or that..." ie all participants are now "they"

"The opportunity for my voice as a consumer to be heard. To be able to provide feedback and ideas on how to move forward."

"People coming together and having a say and some control over how services will be delivered in the future."

Based on the reports and findings of each of five workshops, and Consultation Hub Surveys completed, we have developed a new framework for consumer and carer engagement that addresses the findings and captures all the principles and priorities identified.  To ensure that this framework is turned into practice, an implementation plan has been developed that outlines areas and pathways for rapid progress, as well as longer-term planning.    Work to date undertake includes:

• a register (my "ROLE") with an EOI developed and promoted
• discussions and planning with e-health and IT department to develop a system that better supports staff with bringing consumers and carers on board for discrete projects
• initiate a mental health literacy project focusing on shared decision making and involving family and carers
• working with ED Access and Coordination on feasibility of integrating a Carer's app to improve support for carers
•  determining collaboration with PHN and Carer's Qld and shared agenda on supporting carers and developing tools and mechanisms for lived experience speakers
• consultation and submission of a SEED innnovation grant to fund, trial and evaluate a Lived Experience Educator role in Metro North Mental Health 
• a number of presentations of the co-design project upcoming (QUT Design for Healthcare, Metro North Safety & Quality, PPIMS network, Metro North Consumer Engagement annual showcase) with reflections of lessons from the co-design process to share with others, and build co-design practice. 

For feedback on the consultation draft for Metro North Health Literacy Approach.

The aim of Metro North Health Literacy Approach is to create a platform for a shared understanding of health literacy that will support proactive and coordinated actions for improvement across Metro North.

The Health Literacy Steering Committee which includes consumers, staff and community partners has overseen the development of this approach. 

Two consumer workshops were held earlier in the year to inform the foundations for Metro North's approach to health literacy. A working group of consumers and staff developed Metro North Health Literacy Approach as a consultation draft.

50 people provided feedback on the consultation draft (7 consumers and 43 staff). RBWH clinical council was consulted and another workshop was held with consumers and staff to consider all of the feedback and finalise the approach. In summary you told us:

• to focus on health and wellness and not just managing illness
• health literacy is a shared responsibility requiring collaboration amongst staff, consumers, carers and community partners
• we needed to clarify what we are aim to improve by tackling health literacy
• to ensure our entire healthcare workforce is supported to contribute to health literacy
• commit to continuous improvement, evaluation and research.

We revised the Metro North Health Literacy Approach.

It was approved by Metro North Operational Leadership Team in December. A health literacy webpage will be launched in the new year and we will take action to address the priorities in the approach.

We sought consumers, staff and community stakeholders views on the proposed Connecting for Health 2019-2021 strategy for inclusive engagement, involvement and partnerships.

Connecting for Health sets a clear direction and course of action to empower consumers to be actively involved in their care and to embed consumer and community involvement in shaping the services of Metro North.

We held 2 workshops - one for consumers and one for staff engagement leads. In addition, 14 people participated in the online consultation.  Your feedback highlighted the need to strengthen the following areas:

• flexibility in engagement methodology to be inclusive of a diversity of people and voices
• advancement in health literacy
• greater focus on outcomes
• clearer accountabilities for performance and outcomes
• demonstration of service improvements through partnerships and co-designing care with consumers.

We listened to your recommendations and updated the draft Connecting for Health 2019-2021 which was presented to the Metro North Board for endorsement on 18 December 2018.

Click here to to open Connecting for Health 2019-2021.