Women's and Children's Hospital, Adelaide
Consumer Engagement - Consumer and Community Governance Structure

Consumer and Community Engagement

Consumer and Community Governance Structure

The Women's and Children's Health Network formally consults, delegates and in some occasions gives control to the public to make decisions on innovation, safety and quality. This leads to service improvement, re-design and quality developments. By valuing Person and Family Centred Care, the Network considers the tremendous value of the consumer and its community members to actively participate. The Network has adopted a formal Consumer and Community Governance Structure (see table) which allows the diversity of our consumer and community group to be reflected.

Divisions of the Hospital and Network are also responsible for engaging consumers and communities and do so on the same public participation continuum. Divisions coordinate formal committees relating to specific units like mental health or safety and quality standards like Infection Control. Divisions also lead and innovate with the consumers by actively seeking their input through formal methods like surveys, topical forums or using the WCHN crowd-sourcing site "Basecamp".

The Network partners with the Department of Premiere and Cabinet “Your Say” online consultation Hub for significant and large scale public consultations such as Strategic Planning or Divisional Service Changes. All consumer and community engagement for the Network is overseen by the Consumer and Community Engagement Unit and all ideas, suggestions and public input is reflected in the structure.

The Twyfolds Appreciative Inquiry model underpins all public participation activities enabling the Network to understand the level of interest, experiences, roles and contributions community stakeholders can have.

Consumer and Community Governance Structure

Download a PDF of the Consumer and Community Governance Structure:

PDF iconConsumer and Community Governance Structure (536kb)

Governance Committees

Click on the committee titles below for detailed information:

What is the committee?

Operates as the principle consumer and community decision-making committee for the Network. It is Chaired by the CEO and a consumer and made up of 17 members from the community including the co-chairs from the operational consumer and community groups. The Executive Director of Corporate Services and Director of Consumer and Community Engagement round out the membership of the committee. Additionally, the peak safety and quality committee and SA Health equivalent consumer committee frequently report to this committee.

When do they meet?

Meetings are held bi-monthly and standing reports include CEO update, recommendations for examination from operational consumer and community groups, and consultations on strategic affairs for the Network.

Why do they meet?

  • The CCPC aims to improve consumer experience
  • Respond to issues that arise throughout the local health network
  • Monitor the performance of the WCHN
  • Deliver services and performance standards in line with person and family entred care
  • Maintain effective communication with local, state, national and international community stakeholders
  • Oversee the operations and strategic focus of consumer and community engagement

Who do they report to?

The committee reports to the Strategic Executive Leadership, which is made up of the Executive Team from the Network and Governing Council.

How are outcomes reported and measured?

All activities and consumer feedback outcomes are reported using targeted mechanisms from the Consumer and Community Public Promotion Framework. For instance, consumer newsletter, SA Health social media and TV screens. Each year an annual consumer “year that was” is produced.

Consumer and Community Engagement is reviewed annually and reported to the CCPC for monitoring and suggestions of actions.

What is the committee?

YAG members provide comment, ideas and research on areas relating to child and youth health. They focus on resiliency, recovery, wellbeing, wellness and health. They are the peak child and youth body for South Australia with expertise through experience as previous patients, carers, siblings or friends of patients accessing a service within the Women's and Children's Health Network. It is chaired by a Consumer Representative with support from the Director Consumer and Community Engagement. A formal partnership exists to resource and support the group by The Women’s and Children’s Hospital Foundation and Hospital School.

When do they meet?

The committee meet every month to conduct quality improvement activities and every three months as part of a quarterly review and update.

Why do they meet?

YAG is committed to developing a healthy and resilient health system for children and young people designed in partnership with children and young people.

  • Meet monthly to raise issues, ideas and solutions to problems that contribute to the promotion of a healthy and resilient health system for children and young people.
  • Make recommendations and suggestions of ways to enhance the quality and quantity of health services, procedures, policies, programs and practices that affect children and young people in South Australia.
  • Inform the hospital and health network executive, staff, clinicians and other hospital employees of the work of the committee.
  • Provide a platform for children and young people to participate in democratic decision making and develop scholastic and vocational skills.
  • Apply their lived experience to quality-based audits.
  • Advocate and adjust organisational responses to development making to ensure children and young people are included.
  • Run health promotion programs and activities to support the mission of the YAG.

Who do they report to?

YAG provides bi-monthly updates to the Consumer and Community Partnering Committee.

What is it?

Kids Klub provides comment, ideas and research on areas relating to child  wellbeing and health. They focus on resiliency, recovery, wellbeing, wellness and health. Members from the Youth Advisory Group propose topics and questions using play-based techniques that allows for a child’s point of view on health related issues.

When do they meet?

An open group of children aged 12 years and younger gather at the Women’s and Children’s Hospital every school holidays. Once a year a roving Kids Klub takes place on the children’s wards of the Hospital to hear directly from those patients in our care.

Why do they meet?

Kids Klub is committed to developing a healthy and resilient health system for children designed in partnership with children.

  • Make recommendations and suggestions of ways to enhance the quality and quantity of health services, procedures, policies, programs and practices that affect children in South Australia.
  • Provide a platform for children to participate in democratic decision-making and develop scholastic and vocational skills.
  • Apply their lived experience to quality-based audits.
  • Advocate and adjust organisational responses to development making to ensure children are included.
  • Run health promotion programs and activities to support the mission of the YAG.

Who do they report to?

Kids Klub provides a quarterly update to the Youth Advisory Committee.

What is the committee?

Our core philosophy is person and family centred care, which means to provide a tailored, kind, compassionate, timely and comfortable experience to every consumer and carer who access services within our health network. This group activates actions and monitors a host of annual events and projects and monitors the operations of the WCHN Person and Family Centred Care Charter.

Chaired by the Executive Director Corporate Service and a consumer. Person and Family Centred Care has been adopted as the key principle driving our health care in the Network and it is this committee, that is responsible for providing this strategic focus. Made up of an executive from each Division and a staff member; they join consumers every quarter to robustly debate and organise effective Person and Family Centred Care.

Divisions within the Network such as Child and Adolescent Mental Health (CAMHS) and Oncology (Cancer) have divisional consumer groups like Cancer Voice (Oncology Unit) and ELECT (CAMHS) who report through their Divisional Directors recommendations to the Person and Family Centred Care Committee.

When do they meet?

The committee meets bi-monthly.

Why do they meet?

The committee is driven to improve better health outcomes and to ensure that all consumers and carers of our services reach their fullest health potential by receiving services that are culturally appropriate. The committee aims to:

  • Raise issues, ideas and solutions to problems that contribute to the promotion of the four pillars of person and family centred care including:
    • Treating consumers, carers and their families with dignity and respect
    • Communicate information clearly and openly with the consumer
    • Actively involve consumers in decision-making
    • Provide positive and kind interactions
  • To assist with the development and monitoring of key performance indicators for quality service.
  • To advise the organisation on strategies to enhance and promote consumer and carer customer service.
  • To identify and advise the CCPC on priority areas and issues requiring consumer and community participation.
  • To monitor annual events and activities including; Person and Family Centred Care Week, Person and Family Centred Care Awards and Person and Family Centred Care Passion Projects.

Who do they report to?

Provides regular updates to the Consumer and Community Partnering Committee.

What is the committee?

The committee meet every month to conduct quality improvement activities, provide advice to the health network to ensure communication is underpinned by effective health literacy principles and embed health literacy into operational systems. The committee is made up of a mixture of WCHN staff and consumers. It is co-chaired by the Director Corporate Communications and a consumer.

When do they meet?

The committee meets monthly.

Why do they meet?

The committee is driven to improve better health outcomes and to ensure that all consumers and carers of our services reach their fullest health potential by understanding what is being communicated.

  • Raise issues, ideas and solutions to problems that contribute to the promotion of a healthy and resilient health system for children, young people, women and families.
  • Make recommendations and suggestions of ways to enhance the quality of health information within our services, procedures, policies, programs and practices.
  • Inform the hospital and health network executive, staff, clinicians and other hospital employees of the work of the committee.
  • Provide a platform for health literacy principles.
  • To integrate health literacy into education and staff communication practice.
  • To comment on written publications for both corporate and clinical utility.
  • To ensure that language and readability of WCHN communication is appropriate to children, young people and people with different cultural backgrounds.

The committee is established to ensure compliance with the Australian Commission on Safety and Quality in healthcare by:

  • Embedding health literacy in WCHN systems
  • Ensuring that we know why and how to communicate with consumers and carers of our service
  • Have a formalized committee that provides input into content, presentation, layout, language, readability and assess publications by consumers and carers
  • To oversee the integration of health literacy into staff education

Who do they report to?

Provides regular updates to the Consumer and Community Partnering Committee.

What is the committee?

Our diverse population of migrants, refugees and new arrivals have a formalized space to ensure that they are responsible for developing, implementing, marketing, monitoring and evaluation WCHN health services, delivery and procedures. Chaired by the CEO of Multicultural Youth South Australia and Director Consumer and Community Engagement, the committee is a mixture of WCHN staff and consumers, carers and community members from South Australia's multicultural communities.

When do they meet?

The committee meets bi-monthly.

Why do they meet?

The committee is driven to improve better health outcomes and to ensure that all consumers and carers of our services reach their fullest health potential by receiving services that are culturally appropriate. The group aims to:

  • Raise issues, ideas and solutions to problems that contribute to the promotion of a healthy and resilient health system for children, young people, women and families.
  • Make recommendations and suggestions of ways to enhance the quality of health information with our services, procedures, policies, programs and practices.
  • Inform the hospital and health network executive, staff, clinicians and other hospital employees of the work of the committee.
  • Provide a platform for multicultural communities to influence health decision-making.
  • Support the work of the Health Literacy Committee by commenting on written publications for both corporate and clinical utility.
  • To run health promotion and quality improvement activities like the annual cultural diversity month.

Who do they report to?

Provides regular updates to the Consumer and Community Partnering Committee.

What is the committee?

Operating like a Health Citizen Jury, this committee provides feedback through verdicts to the CCPC, Clinical Safety and Quality Committee and Strategic Executive on quality, safe and innovative care within the organisation. This committee examines topics relating to the Network decided upon by committee members. Chaired by a consumer representative and the CEO, the citizen Jury consists of 6 current carers or consumers, Director Consumer and Community Engagement and Director Safety and Quality.

When do they meet?

The committee meets quarterly.

Why do they meet?

To empower the WCHN community to advocate for strategies, processes, procedures, policies and services that align to excellent care provision. Topics are spoken in terms of cases and WCHN staff and external stakeholders are invited as expert witnesses to support the jury to make verdicts. The committee is delegated responsibility for reviewing, theming and analysing consumer feedback on experience data and using this data to:

  • Raise issues, ideas and solutions to problems that contribute to the promotion of a healthy and resilient health system for children, young people, women and families.
  • Inform the hospital and health network executive, staff, clinicians and other hospital employees of work required to achieve excellence in care.
  • Run health promotion and quality improvement activities in partnership with the organisation.

Who do they report to?

Provides regular updates to the Consumer and Community Partnering Committee.

What is the committee?

Established to support and champion for robust, effective and responsive child, adolescent mental health services within South Australia. Established in 2013 and formalized into the Women’s and Children’s governance structure in December 2016, the committee known colloquially as ELECT enables consumers and carers to have an impact on the type of service they expect and need.

When do they meet?

The committee meets monthly.

Why do they meet?

To empower the WCHN community to advocate for strategies, processes, procedures, policies and services that align to excellence in child and adolescent mental health care. The committee seeks to involve consumers, carers, community representatives and potential consumers in decision making about mental health services, service planning, policy development and setting priorities for the division of CAMHS. They aim to:

  • Raise issues, ideas and solutions to problems that contribute to the promotion of a healthy and resilient mental health system for children, young people, women and families.
  • Inform the hospital and health network executive, staff, clinicians and other hospital employees of work required to achieve excellence in care.
  • Run health promotion and quality improvement activities in partnership with the organisation.

Who do they report to?

Provides regular updates to the Consumer and Community Partnering Committee.

What is the committee?

A vital part of South Australia's child development system is the Child and Family Health Service. The service ensure that child have the best start in life by providing support to families in the areas of health, development and wellbeing. To assist in this vision this consumer and carer advisory group, made up of 10 representatives ensures that CaFHS has culturally responsive community-based services.

When do they meet?

The committee meets monthly.

Why do they meet?

To empower the WCHN community to advocate for strategies, processes, procedures, policies and services that align to excellence in child and family health care services and practice. The committee seeks to involve consumers, carers, community representatives and potential consumers in decision-making about child and family healthcare planning, service planning, policy development and setting priorities for the division of CaFHS. They aim to:

  • Raise issues, ideas and solutions to problems that contribute to the promotion of a healthy and resilient programs supporting the first 2000 days of life of a child.
  • Inform the hospital and health network executive, staff, clinicians and other hospital employees of work required to achieve excellence in care.
  • Run health promotion and quality improvement activities in partnership with the organisation.

Who do they report to?

Provides regular updates to the Consumer and Community Partnering Committee.

Basecamp

A 24/7 online consultation space for the community to give feedback. To join, simply email allan.ball@sa.gov.au with 'sign me up'.

last modified: 01 Feb 2018