QualityTalks by CathyBalding

QualityTalks are interviews and podcasts for making quality make sense, and practical leadership for creating great care - from a range of perspectives. Listen, learn and enjoy!

    QualityTalks by CathyBalding

In early 2019 Glenda Gorrie was looking forward to the next stage of her life, having 'retired' from full-time work at the end of 2018.

What she didn't expect was to be diagnosed with pancreatic cancer. 

In this two-part conversation, we roam around her encounters with the health system, observing the 'person-centred care' aspects through the lens of Glenda's long clinical and policy-making experience with improving healthcare safety and quality.

Part 2 touches on issues with connected - or disconnected - care and what happens when you don't play the role of the 'good' patient; and we question if patient advocates are the answer and whether or not Glenda considers herself a consumer.  Finally, she distils what's really important: and it won't cost you a thing to implement!

Music credit: Fred Kinck-Petersen, sourced from the WavePad sound library.

In early 2019 Glenda Gorrie was looking forward to the next stage of her life, having 'retired' from full-time work at the end of 2018.

What she didn't expect was to be diagnosed with pancreatic cancer. 

In this two-part conversation, we roam around her experience of person-centred care through the lens of Glenda's long clinical and policy-making experience with improving healthcare safety and quality.

Part 1 describes Glenda's early encounters with her care and treatment 'wrapped in person-centredness' that didn't last quite as long as she'd hoped! We discuss how organisational structures and systems can be a barrier to person-centred care, and how it's not only clinicians we need to be person-centred.  Lots of small tips and observations that add up to big and important messages about what's really important to the patient - and how you can find out more about what your consumers really want from your service. 

Music credit: Fred Kinck-Petersen, sourced from the WavePad sound library.

To celebrate The Point of Care audiobook coming online, here I'm pleased to share Chapter 1 with you all.  

The Point of Care teaches my roadmap to great care in a fictional tale about Carol Mathewson, the new CEO of Kinsley Valley Health Service, who's taken over the helm of an organisation that ranks last in the state for both consumer and staff satisfaction. She loves a challenge—but having just six months to get those results out of the basement is more of a challenge than she bargained for. Her Executive Team is divided, many staff are resistant to change and there are players inside and outside of the organisation willing her to fail.

The Point of Care integrates research and real-world experience from the fields of quality improvement, clinical governance, change, leadership and management to present a simple yet comprehensive approach to evolving an organisation from ordinary to extraordinary.

But the real fun is following Carol's trials and triumphs, many of which you'll recognise from your own experience.   Can she do it?  And if she can - can't you?

The Point of Care Audiobook is now available for purchase at the following friendly audiobook distributors:

Apple Books  (Set Media Type to Audiobooks)
Google Play Books 
Scribd 
Playster 
Nook Audiobooks 
eStories 
Audiobooks

Dec 31st, 2018 by cathybalding at 1:18 pm

Join the Cathys as we enjoy our tenth episode, including a special reading from Balding's new book The Point of Care - and musings on why we're not further ahead with the quality of care after all these years.  Plus - tips on shaking up your role for more satisfaction and effectiveness!

To make a powerful case for change, you need to know the components of a high performing quality system,  what it should be achieving, be able to demonstrate where your system sits in relation to that, and show the benefits for your consumers and organisation, to make a case for change.  If that sounds exhausting! - and you'd like a simple way to do this - read on.

After having more conversations about this than I can count, I’ve distilled my research and experience about what it takes for a quality system to drive great care into a One Page Quality System Performance Assessment Tool (QPAT).  If you don't have the tool, find it here.

This is something you and others in your organisation can complete in 5 minutes to make your case for change.  It’s a simple way to get the influencers and decision-makers on the same page about where you are and where you’d like to go in 2019, and helps you determine the more specific shifts you need to make to really focus on point of care.

The tool gives a snapshot of the key results an effective, mature quality system should be achieving. It’s a tool for clarifying what a high performing quality system looks like and developing a shared understanding in your organisation about the core components of an effective quality system; as well as your strengths and gaps; and what you need to do to get closer to great care for every consumer.

Nov 28th, 2018 by cathybalding at 6:30 pm

If you could draw your progress since January 2018 towards great care for every consumer of your services on a map, what would it look like?  What would I see?  A deliberate road to a clear destination, over which significant distance has been travelled?  A meandering series of side-trips?  A few break-downs when you’ve been stuck in one spot for a while and took a while to get going again?  Or are you pretty much bogged down in the same place now as you were at the start of the year?

I've distilled the lessons from my research and working with hundreds of health and human services to identify the starting point for change. In this Part 1 of 2 these short Qualityclass videos (or audios) on accelerating your progress in 2019, I’ll show you one shift you can make that will get more positive engagement with staff in quality and compliance.

If you want to be able to say you made new standards and compliance requirements work more positively for your organisation; to point to significant progress with care and service quality; to show increased staff engagement; and demonstrate growth in your own leadership and role satisfaction.  

Commit to the right shift in the way you currently do things, and you’ll be on the road to achieving this.

 

No Harm Done is a new aspect of QualityTalks and is my podcast with Cathy Jones (ED Quality at Healthscope.) It's all about improving, exploring, understanding and getting on with healthcare safety and quality, and is designed to give you tips, ideas and guidance if you’re working in the area of quality & risk management.  Includes segments on FAQs, Quality MythBusters, Too Long Didn't Read and Quality Hacks. This is Episode 3: 'Congratulations, you're a Quality Manager!' 

Join the Ambulance Victoria Quality and Patient Experience Team as they explain the why, what and how of their strategic approach to creating Best Care for every ambulance patient, every time.  What does it take to get everyone on the same page and wanting to provide a consistent standard of care in a state-wide organisation?  AV is in the process of finding out!  And check out their strategic plan overview, showing how their 'Patient Care Commitment' to Best Care is integral to what AV is all about. 

In 2017 Maree Cameron PSM was awarded the Victorian Public Sevice Medal for her outstanding contribution to improving aged care.  Her considerable experience and achievements in this area give her a fascinating perspective on what's important about aged care, how it can be improved and where to from here for creating high quality care and experiences for every resident.  

After leaving the Department of Health and Human Services in 2017, Maree reflects on the impact of working in aged care on her career, considers the quality of care vs quality of life discussion, emphasises the importance of agreeing a universal definition of high quality aged care, and highlights the need for a national organisation to inform, support and drive safe and high quality care for every resident.  

If you govern, lead, work in, have an interest in or a family connection with residential aged care - don't miss this interview!

Maree Cameron PSM received the Victorian Public Service Medal in 2017 for her significant contribution to improving residential aged care.  (She and I discuss her thoughts on quality and safety in residential aged care in a separate interview.)  Over a long career focused on improving quality of care and life for residents, she has amassed considerable knowledge about what this takes.  

So does this knowledge help - or hinder - when you're the one receiving care?  Maree has had multiple encounters with the acute care sector over the past few years as a patient, and kindly agreed to share her thoughts on being on the 'other side of the bed'.  In this interview we discuss what patient-centred care means to an informed patient who knows what it 'should' be and how it is defined from the provider perspective; but is this really what patients need - or want?