Many inpatient units and community teams solicit feedback from consumers and carers separately from the service-wide feedback surveys, e.g. Banks House surveys the experience of admission via the Emergency Department, Rivendell conducts a post-discharge satisfaction survey, Campbelltown community centre conducts satisfaction surveys about its depot clinic, and rehabilitation services conduct evaluation surveys of programs and groups.
Consumer & Carer Participation – Mental Health Page 8 Evaluating Consumer and Carer Participation Internal Audits From 2009 to 2011, the Mental Health Service conducted clinical file audits on a range of themes identified through Root Cause Analyses of serious incidents. In the latter half of 2011, these audits were reviewed and a new suite of audits developed. These were implemented in early 2012. Reports on the projects that developed the audit suites are available elsewhere, e.g. evaluation reports on clinical documentation compliance, physical examination, risk assessment, clinical audit tool evaluation, etc. The MHS has an audit calendar that schedules a range of audits across the year, including items relevant to consumer and carer participation. • Discharge audit reviews whether the consumer and carer were consulted about discharge planning. • Physical Health Care audit asks whether physical health care issues were discussed with the consumer and with the carer. • Clinical Risk Assessment audit asks whether family / carers have been involved in assessment of risk and discussion about identified risks. • Care Planning audit reviews whether the consumer / carer / family were involved in the care planning process. • Assessment audit reviews whether a corroborative history was obtained from family / carers as part of the assessment process. It also asks whether the consumer has been advised of rights and responsibilities and whether a Primary Carer nomination has been sought from admitted inpatient consumers. A baseline audit series was conducted in early 2012 and a follow-up in April / May 2012. Subsequent audits will follow the audit calendar schedule. Audit results are reviewed by senior management, clinicians, teams and wards in community and inpatient services. Remedial plans are developed to address any deficits at an individual clinical level and unit / team / facility level. The various projects are addressing issues such as low compliance in some areas, inadequate understanding of requirements to reach compliance, cultural factors, resource, and practice matters. In some instances, approaches to raise compliance have had to be broken down into stages because of the range of identified concerns. Responses to some audit questions are able to be cross checked against other sources such as the inpatient survey and MH-CoPES, e.g. input into own care, family/carer involvement and discharge planning consumer involvement are questions in the MH-CoPES questionnaire.