This episode showcases useful toolkits for improving care and services in any sector. Simple.
1. THE POINT (Time: 1:30)
Everyone deals with complaints and there is both an art and a science to it. We look at complaint handling resources from Victoria that are useful for all human service sectors. The Victorian Ombudsman’s practice guides lay out what good complaint handling should look like in real organisational settings. Also mentioned: the revised Health Complaint Handling Standards, which set clearer expectations for how complaints should be received, managed, and used for improvement.
Links: Victorian Ombudsman practice guides | Revised Health Complaint Handling Standards 2023
2. CAUGHT MY EYE (CME) Another new segment! (Time: 9:30) We highlight things that have, well, caught our eye! Not analysis – just pointing to tools and resources that may be useful for people working in quality and clinical governance.
Safer Care Victoria has continued to build out practical clinical governance and improvement resources. This includes the Quality Improvement Toolkit, the Morbidity and Mortality Meetings Framework and Toolkit, the refreshed Victorian Clinical Governance Framework, and the newer Clinical Governance Maturity Matrix that builds on that framework.
Taken together, these resources move beyond broad governance statements and provide concrete tools that services can use for review, discussion, capability building, and improvement planning. The NSW Clinical Excellence Commission also has helpful resources on morbidity and mortality processes.
Links: Quality Improvement Toolkit | Morbidity and Mortality Meetings Framework and Toolkit | Victorian Clinical Governance Framework | Clinical Governance Maturity Matrix
M&M NSW
3. TLDR (Too Long Didn’t Read) (Time: 20:30)
We recommend ‘Elements of Improving Quality and Safety in Healthcare – Measurement for Improvement’ from Cambridge University. A great refresher on the principles and practices of quality measurement – which every person calling themselves an improvement or clinical governance manager should know. If you’ve never heard the term ‘family of measures’ – this is for you!
Link: Elements of Improving Quality and Safety in Healthcare
4. OTHER BITS
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Save the PDF to your Google drive or similar. On your iPhone, open up the PDF from the Google Drive. Hit the three dots in the top right corner and select “open in”. Select “Books” – the orange book icon. If the icon doesn’t appear, scroll across to the right and select the “more” button. TO MAKE IT READ ALOUD – Settings – accessibility – vision section – spoken content – toggle on “speak screen”. Ask Siri to speak screen, or stroke 2 fingers down from the top of the screen.
Talk to Us!
Leave a question or comment on our website: www.noharmdonepodcast.com
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Cathy Jones https://www.linkedin.com/in/cathy-jones-a3434950/ and BlueSky @qualitycat.bsky.social.
Cathy Balding https://www.linkedin.com/in/cathybalding/
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