Resources

Three short videos from Dr Cathy Balding about how to be a more effective quality improvement professional.

The critical importance of complaint handling is as strong as ever. Being able to raise a grievance or complaint is a fundamental human right. Engaging effectively and respectfully with complaints is about engaging effectively and respectfully with the community and being willing to improve the quality of care.

Compassionate care is central to person-centred care. Along with the safety and cost reductions associated with person-centred care, placing the person at the centre of their care and keeping them informed is the right thing to do.

This Guide is a reference tool to support practitioners in understanding the complex ethical and legal requirements surrounding informed decision-making about healthcare.

Consumer involvement in our care organisations ensures a measurable increase in knowledge and skill, enhances problem-solving, introduces new ways of looking at and doing things; and ultimately gives organisations greater adaptability in a changing environment.

The Experience-Based Co-Design Toolkit provides a convenient reference to equip those working in the health sector with the tools and approaches to bring consumers and health workers together in an authentic and equal partnership to co-design care to deliver an improved experience.

We know that compassion and alleviating pain and symptoms generally feature high on consumers’ wish lists. But do healthcare providers feel that the latter is more useful than the former?

Change is inevitable in any organization, but it can also be challenging and stressful for employees. Effective communication is essential to facilitate a smooth transition and overcome resistance to change.

Meaningful and sustained employee engagement takes time and commitment. This Employee Engagement Strategy from Wide Bay Hospital and Health Services aims to build upon and strengthen existing clinician and employee engagement to ensure all employees are provided with the opportunity to have a voice to be heard in the planning, implementation and review of services.

Documentation is an essential component of effective communication. Given the complexity of healthcare and the fluidity of clinical teams, healthcare records are one of the most important information sources available to clinicians. Undocumented or poorly documented information relies on memory and is less likely to be communicated and retained. This can lead to loss of information, which can result in misdiagnosis and harm.

(Australian Commission on Safety and Quality and Safety in Health Care)