CREATE A GREAT QUALITY SYSTEM IN SIX MONTHS A blueprint for building the foundations of a great consumer experience Dr Cathy Balding 1

PATIENTS to receive best care … FRONT LINE STAFF to provide best care … We will demonstrate the WH CARES Values in all that we do … Compassion, Accountability, Respect, Excellence, Safety BEST CARE AT WESTERN HEALTH 1.I want people to talk to me & my family and treat me with respect and understanding 2.I want help when I need it 3.I want people looking after me who know how to make me feel better 4.I want to feel safe 1.I will listen to patients and their families and treat them as I would like to be treated 2.I will be a team player and look for ways to do things better 3.I will be competent in what I do and motivated to do my best 4.I will keep patients from harm 1.I will put patients first when making decisions 2.I will look for ways to support staff to work efficiently & as part of a team 3.I will guide, engage and support staff to provide best practice care 4.I will promote a culture of safety MANAGERS & SENIOR CLINICIANS to lead best care … EXECUTIVE & BOARD to govern best care … I will oversight the development, implementation & ongoing improvement of organisation-wide systems supporting best care

3 The Strategic Quality Manager and Create a Great Quality System In Six Months Available in hard copy and eBook from

Donabedian knew it 15 years ago… Systems awareness and design are important for health professionals, but are not enough. They are enabling mechanisms only. Ultimately, the secret of quality is love. You have to love your patient and your profession. If you have love, you can then work backward from that to monitor and improve your system. (Donabedian, 2000) 4

5 So you won’t need this…

THANKYOU! 6