Acknowledge traditional owners TOMORROW PEOPLE Placing Clients at the Centre of our Work: Designing Services to Meet the Needs of Clients follows the story of several young people from around the world who represent the next stage in human evolution, possessing special powers, including the ability to teleport and communicate with each other telepathically. Must’nt have been very good – was cancelled after one year! We don’t‘ have that capacity – of telepathic communications – so we need to ask our service users, our clients, what they want, and how we can improve our services. This session will look at ways that we can use client feedback to inform our service design, understand our impacts, and improve. Context: Client surveys required under the NPA

Session sponsor THANK YOU

Our speakers Maddy Michael Carolyne James Jane Street Care Public Interest Advocacy Centre CEO, Patient Opinion Associate Professor, Griffith University Carolyne James Attorney-General’s Department Community Legal Centres Qld Jane Federation of Community Legal Centres (Vic) Townsville Community Legal Service For safety reasons, we ask that you do not take photos of our speakers, record and/or post speakers’ name on social media.

Acknowledge traditional owners follows the story of several young people from around the world who represent the next stage in human evolution, possessing special powers, including the ability to teleport and communicate with each other telepathically. Must’nt have been very good – was cancelled after one year! We don’t‘ have that capacity – of telepathic communications – so we need to ask our service users, our clients, what they want, and how we can improve our services. This session will look at ways that we can use client feedback to inform our service design, understand our impacts, and improve. Context: Client surveys required under the NPA

Models of feedback from health consumers A/Professor Michael Greco Founder and CEO @CEO_POAustralia

Franciscan Friar What have you learnt from your patients? How have they shaped you, both personally and professionally? You are a product of your patients

PEOPLE HAVE ALWAYS TALKED ABOUT YOU

Types of Feedback - Individual Individual - which includes MSF for medical doctors. Focused on interpersonal/communication competencies, and professionalism. Patient feedback based on what patients are looking for when healthcare professionals communicate with them; Colleague feedback based on what a good doctor should do

Types of Feedback - organisational Practice and organisations – for accreditation eg hospitals and general practice. Often based on ‘standards of care’

What is Patient Opinion? It’s about stories Not-for-profit public online feedback service It’s about carrying the voices of patients and carers into the heart of the health system, in ways which make a real difference to services and culture It’s about building relationships with those that use the health system, resolving their issues, and reducing formal complaints. It’s about helping staff learning to ‘walk in the shoes’ of the patient.

Mission Our mission is to provide an online platform so that: people can share honest feedback easily and without fear stories are directed to wherever they can help make a difference everyone can see how and where services are listening and changing in response

In each service Moderation Alerting Clinical staff CEO Health boards Porters, reception, catering, cleaning… Communications, complaints… Alerting CEO Health boards Nursing, AHP students MPs Researchers Patient groups, Community Councils Regulators, Standard Authorities Local authority Policymakers

Feedback prior to Patient Opinion at Sydney/Sydney Eye Hospital Complimentary letters/cards Complaints process Consumer representation at peak committees Consumer feedback boxes Social Media such as facebook and twitter Emails to the hospital Patient Surveys Complimentary letters- stuck on a staff notice board- sometimes they might make the SESLHD Pulse or the Quality letter- no actions or improvements Social media- often the hospital is unaware of the comments on social media and are unable to respond Complaints- very formal Emails- again not often passed onto staff who can instigate change Patient surveys- take a long time , often old data by the time that change is needed.

How is Patient Opinion different for SSEH ? Anonymity of the authors Quick response by executive to the author Less guarded conversations with patients Different language used- more patient centred Less adversarial then complaints process Shared with peak bodies- CEC, ACI, NSW Parliament Available feedback to all staff Anonymity of authors- more freedom for those who would not necessarily make comment or feedback Quick response- within 72hrs all stories are responded to , unlike complimentary letters which are rarely responded to or the very regulated complaints process Staff can access feedback through links or by just accessing the Patient Opinion website, letters/cards get lost. Often complaints are only delt with by senior staff and the clinicians do not receive the feedback of final report and can be less involved in improvements in these instances. Link to Facebook and twitter – further exposre

Queensland’s approach to client surveys

Headline feedback: 91% of clients said they would recommend the organisation to other people 92% of clients said they know where to get help if they have another legal problem in the future 93% of clients said staff listened to their legal problem in a friendly and respectful manner 90% of clients said staff helped them understand how to deal with their legal problem and provided them with options Leaving aside responses that answered ‘not applicable’, headline feedback from clients includes: In the survey period (1-31 May 2018) 1,695 clients in NPA-funded organisations completed surveys. This represents 30.6% of clients who received services from the organisations in the same period (according to data from the Community Legal Assistance Services System [CLASS]). CLASS records 5,544 clients of NPA-funded organisations for the survey period.

Client demographics Gender Age group Male Female Other/unknown Age group < 18 years 18-24 25-34 35-49 years 50-64 years 65 > years Aboriginal and/or Torres Strait Islander Yes No Disability Intellectual Physical None Both Estimated income Less than $500 per week Between $500 - $1000 per week More than $1000 per week Presentation Title and Footer Information (change on Master page) | 2

However, there were notable differences across: We analysed results, to see if different client groups reported different levels of satisfaction. There was generally no (statistically) significant difference in client satisfaction across age-groups, income levels, or for clients identifying as Aboriginal or Torres Strait Islander or not. However, there were notable differences across: gender (where women generally expressed greater satisfaction than men); and disability (where people with no disability were generally more satisfied than people reporting one form of disability, who were in turn more satisfied that clients with both physical and intellectual disability). Presentation Title and Footer Information (change on Master page) | 2

Analyses conducted on gender revealed that, overall, women were on average significantly more satisfied than men. However, this was only true for the women in the middle income bracket ($500-$1000 per week). In the lower and higher income brackets, men were more satisfied than women. Considering age and gender, women were significantly more satisfied than men in age groups 18-34 and 50-64 years, but men were significantly more satisfied than women in the age group 65+. Women identifying as Aboriginal or Torres Strait Islander were significantly more satisfied than both men and women who did not identify as Aboriginal nor Torres Strait Islander. No men who completed the survey identified as Aboriginal and/or Torres Strait Islander. Presentation Title and Footer Information (change on Master page) | 2

Analysis of clients with a disability indicated that they were significantly less satisfied than clients with no disability. There was no significant difference between overall satisfaction of clients who reported intellectual or physical disability. However, clients who reported both intellectual and physical disability were less satisfied than clients who reported either physical or intellectual disability. This held true for low and middle income brackets. For clients with high income who reported a disability, there was no significant difference between their level of satisfaction and the overall satisfaction level of all surveyed clients. Women with an intellectual disability were more satisfied than men with intellectual disability. Men who reported both physical and intellectual disability were more satisfied than women who reported both physical and intellectual disability. The overall lower level of satisfaction of clients with a disability may reflect the complexity and significance of legal issues for people with disabilities. The Law and Justice Foundation of NSW’s 2012 Legal Australia-Wide Survey (LAW Survey) found people with a disability were more likely to experience legal problems, and substantial and multiple legal problems, as well as complex non-legal issues. The LAW Survey also found that disability reduces the likelihood of finalisation of legal issues and favourable outcomes. It is likely that this lowers satisfaction with outcomes and the services attempting to achieve those outcomes. Clients with a physical disability have a slightly higher mean satisfaction than clients with an intellectual disability but this difference is not statistically significant. Presentation Title and Footer Information (change on Master page) | 2

Review coordinated approach Sector development and training Next steps Review coordinated approach Sector development and training Impact reporting Sector-wide outcomes measurement framework Presentation Title and Footer Information (change on Master page) | 2

Acknowledge traditional owners follows the story of several young people from around the world who represent the next stage in human evolution, possessing special powers, including the ability to teleport and communicate with each other telepathically. Must’nt have been very good – was cancelled after one year! We don’t‘ have that capacity – of telepathic communications – so we need to ask our service users, our clients, what they want, and how we can improve our services. This session will look at ways that we can use client feedback to inform our service design, understand our impacts, and improve. Context: Client surveys required under the NPA