HCASA closed on 30 September 2020

HCASA 2018 – 2020

Surgical Mesh
HCASA established the Transvaginal Mesh Consumer Advisory Group as part of the SA Health response to this national issue. As a member of the Transvaginal Mesh Executive Advisory Group HCASA helped to provide oversight management to the South Australian response regarding surgical mesh. HCASA and the SA Pelvic Mesh Consumer Support Group worked together to develop and host a public forum to showcase the documentary, The Bleeding Edge and to raise the issue of the potential devastating harm experienced by many patients.
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Individual Advocacy Report
A 2018 HCASA survey, undertaken by Bernadette Barrett, found that more than three-quarters of South Australian health consumers felt that their health care could have been improved with the support of an individual health advocate. HCASA published its Report outlining the findings and key recommendations for the establishment of an Individual Health Advocacy Service in South Australia.
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Managing Consumer Complaints Using a Quality Improvement Approach
In 2018, as a response to growing concerns about consumer complaints management processes, HCASA published a literature review of best practice complaints management in health care. As a key report, it explores barriers to, benefits and enablers of and key strategies for consumer feedback and complaints to drive quality improvement in health care and drive quality Improvement through effective complaints handling processes.
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SA Health Consumer Frameworks
In 2019-2020 SA Health contracted HCASA to undertake two significant projects to codesign and develop two statewide strategic frameworks: the Consumer, Carer and Community Engagement Strategic Framework and the Consumer, Carer and Community Feedback and Complaints Strategic Framework that will influence the obligations and practices of health services to ensure effective and meaningful consumer and community engagement in South Australia into the future.
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NALHN And CALHN Consumer Engagement Projects
During 2018-2019 HCASA was contracted by both NALHN and CALHN to undertake significant projects to inform the development of their local Consumer Engagement Frameworks. The two projects provided projects officers for both projects who worked with the leadership team, staff and their Consumer Advisory Committees a to identify the needs and priorities and to codesign a Consumer Engagement Framework consistent with the requirements to meet the National Safety and Quality Health Service Standards, particularly Standard 1: Clinical Governance and Standard 2: partnering with Consumers. These collaborative projects were focused on developing a contemporary consumer and community engagement strategy to enhance consumer-centred care and safety and quality across the Network with the focus to further develop 1) organisational leadership and culture 2) governance, 3) infrastructure, systems and capability and 4) capacity building of consumers and staff to position consumers at the centre of health care.

SA Ambulance Consumer Engagement Project
In January 2020 SAAS contracted HCASA to work with them in partnership to establish a new Consumer and Community Advisory Committee. HCASA worked with SAAS executive, staff and consumers to support an enable them to demonstrate their commitment to the needs, values and preferences of all South Australians requiring SAAS services and to embed consumer engagement in SAAS governance planning and decision-making.
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HCASA Education
In 2019 HCASA revised and extended its training programs and calendar as a means to significantly extend the reach of consumer advocacy training, establish a training program for health and community service providers, expand the range of training and professional development options for consumer advocates (including skills based programs) and diversify income and extend the reach of capacity building in health services to partner more effectively with consumers.
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Care Opinion Australia – HCASA Registered Watchers
In mid 2019 HCASA met with Michael Grekko, the Founding Director of Care Opinion Australia, to explore how Care Opinion and HCASA could work together in South Australia. HCASA also discussed the option of SA Health actively supporting and utilising Care Opinion to increase its reach and avenues for community feedback across the state. HCASA became the ‘registered watcher’ of Care Opinion, which in effect, actively notified HCASA of all consumer feedback and complaints made about health and community services in South Australia.
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Capacity building organisations
Throughout 2018-2020 HCASA focused increasingly on supporting and working with a broad range of health and community services and sectors to assist them to build their capacity and capability to engage with consumers and to meet their relevant standards for partnering with consumers and consumer centred care and decision-making.
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HCASA Awards

Consumer Engagement Awards 2019
In 2019 HCASA sought to recognise health services that were implementing sustainable processes for engaging with consumers though Consumer Engagement Awards. These were awarded at the AGM. A focus was on organisations demonstrating innovative practices and policies to meaningfully engage with consumers in true codesign at the earliest stage of service development. Several awards were also given to consumer advocates who showed strong leadership locally and nationally.

Recipients
In 2019 HCASA presented awards to several individuals and organisations for their commitment and excellence in the area of consumer engagement in South Australia.

Consumer Advocate Awards
In recognition of a health consumer advocate who work tirelessly in partnership with health and/or community services to improve consumer experience and health outcomes.

Recipients

  • Melissa Cadzow
  • Julie Marker

Health Professionals Partnering with Consumers Award
In recognition of a health professionals commitment to partnering with consumers in codesign to ensure effective, targeted service delivery to best meet their individual needs.

Recipient

  • Dr Chris Moy

Consumer Engagement in Health Governance Award
In recognition of a health services commitment to partnering with consumers in codesign, delivery and evaluation of services throughout the establishment.

Health Services Recipient

  • Commission on Excellence and Innovation in Health – Dr Paddy Phillips
    • For the proactive establishment of Consumer Partnerships to ensure codesign of strategic planning and identification of key priorities for action of the Statewide Clinical Network Steering Committees.

Aged Care Services Recipient

  • ACH
    • For the codesign and development of its Good Lives Vision that shapes how they design, deliver and evaluate the impact of their services on the lives of their customers.

Disability Services Recipient

  • The Growing Space – Sam Paior
    • A social enterprise that supports families and people with disabilities in South Australia to plan for and self-manage their NDIS through independent support coordination.

Partnering with Consumers in Research Award
In recognition of a commitment to partnering with consumers in the research sector.

Recipient

  • Caring Futures Institute, Flinders University- Allison Kitson
    • With a focus on creating better lives through research, the Institute explores how we can apply better care and health outcomes across the lifespan and develop self-care ad care solutions to improve people’s quality of life.

Supporting the work of HCASA Award
In recognition of pro bono support for the work of HCASA.

Recipients

  • Shawnee Willis– graphic design
  • Jessie Byrne– annual report and facilitating the Board Strategy meeting
  • Natalie Fuller –facilitation of advocacy workshop
  • Brad Chilcot – ongoing support with
  • Lyn Whiteway

HCASA Board Award
In recognition of outstanding commitment to the vision and mission of HCASA

Recipient

  • Debra Kay

Consumer Engagement Awards 2020
In August 2020, in recognition of the many Consumer Advocates who have supported HCASA and worked to ensure the consumer voice in healthcare planning and decision-making in South Australia.

At its Special General Meeting, the last meeting of members prior to the closure of HCASA, the Board and staff acknowledged the commitment of twenty Consumer Advocates who had tirelessly supported the vision and mission of HCASA.

Recipients(in alphabetical order)

Irene Ashley
Margaret Chester
Jules Ferguson
Jane Marshall
Tony Van Vugt

Victoria Bedford
Chris Christensen
Gwen Jolley
Julieanne Martini
Louis Vega

Kim Blieschke
Mario Corena
Elias Kabura
Penelope McMillan
Diana Voss

Katherine Byrne
Marcie Durand
David Law
Tony Sangster
Lynda Whiteway

Irene Ashley
Victoria Bedford
Kim Blieschke
Katherine Byrne
Margaret Chester
Chris Christensen
Mario Corena
Marcie Durand
Jules Ferguson
Gwen Jolley
Elias Kabura
David Law
Jane Marshall
Julieanne Martini
Penelope McMillan
Tony Sangster
Tony Van Vugt
Louis Vega
Diana Voss
Lynda Whiteway