Ervice project has been providing consumer feedback

  • No School
  • AA 1
  • 11

This preview shows page 9 - 11 out of 11 pages.

ervice project has been providing consumer feedback to Mental Health services across the state since 2007. It is a valuable form of communication providing a direct link between the consumer and service. The MHS has a MH-CoPES working party consisting of clinical staff, consumer workers, a liaison project worker from NSW Consumer Advisory Group (NSW CAG) and a representative from InforMH (Information Mental Health). The working met monthly until recently. It now meets bi-monthly. It reviews the returns and assists in developing plans to address any issues identified through the questionnaires. A senior MHS consumer worker and MHS manager are members of the state-wide MH- CoPES steering committee chaired by NSW CAG, which has overall responsibility for the project. Ideally, MH-CoPES questionnaires are to be given to consumers on discharge from an inpatient or community service or at regular intervals for long-term consumers. This has been problematic with historically low return rates when distributed to consumers on discharge. The MHS attempts to address this problem through distributing and collecting questionnaires on set days in inpatient and community settings; monthly in inpatient and 6 monthly in community. Consumer workers and clinical staff are involved in these ‘blitzes’. Locked boxes for completed questionnaires are being installed in all inpatient wards and community centres along with printed information about MH-CoPES located in stands next to the boxes. A combination of increased opportunity to provide ad hoc feedback via the boxes, blitzes, and increased consumer / staff education about MH-CoPES is expected to increase the return rate. A DVD about MH-CoPES has been developed by NSW CAG and will be used as a training tool for staff when released. It will be placed on the MH intranet as a training resource. Access will be able to be tracked. One of the ACHS recommendations in 2010 was to look at ways to increase the return rate, which has been low (a problem across the State, not just in our Districts). Data for 2011 shows that we increased our return rate by 93% from Jan-Jun 2011 to Jul-Dec 2011. 2011 Jan- Jun 2011 Jul - Dec Percentage Returns 168 325 93% Return rates are still lower than desired but improving. NSW CAG and InforMH analyse the returns on a six monthly basis giving aggregate feedback on particular issues and domains of care. The last collated report was Jan-Jun 2011. There are 23 questions in the community version and 24 in the inpatient version. The questions are able to be grouped into four community domains and five inpatient domains: Choice of treatment Information Privacy Treatment and care Discharge (inpatient only)
Image of page 9