Check out the very latest on innovations projects from Australia and around the world....and then there are our bespoke soft skills workshops designed to support managers in VUCA workplaces

1. The challenge
Poor outpatient flow management and
data collection is a pressing challenge,
experienced by many Australian
hospitals.
Hospital staff often find themselves
managing ever-expanding outpatient
queues, hurriedly capturing Medicare
and patient information, and calling
patients to their appointments – focusing
on administration, rather than patient
care.
This situation is often exacerbated
by patient information being captured
and managed across multiple,
unconnected hospital systems, including
software systems, spreadsheets, and
even paper.
Not only can this lead to a reduction in
overall patient satisfaction, it can also
create Medicare claim errors, resulting in
claim rejections which can unnecessarily
extend your billing cycle.
Telstra Health Response
Over the last 8 years Telstra Health has
worked with over 20 of Australia’s leading
hospitals to help them effectively address
these challenges.
Together, we found that ineffective
patient flow management can manifest
in several different ways, such as:
 High fail-to-attends;
 Poor capture of Medicare details;
 High levels of staff overtime;
 Poor patient experience
 Insufficient visibility of the patient
journey; and
 Long wait times and queues.
Each of which ultimately has an impact
on the experience of your patients.
To help solve these issues, we developed
Queue Manager, a comprehensive
outpatient experience solution that
provides complete visibility of patient
flow throughout your hospital.
When a patient attends your Outpatient
Department, they check-in via the
Queue Manager kiosk, which captures
and verifies their patient information and
automatically updates your clinical,
patient administration, and billing
systems.
It also records the patient arrival time and
status, assisting in more efficient
scheduling.
Continued overleaf…..
This is a paid advertorial.
Overcoming the Challenges of Outpatient Flow Management
Change Champions & Associates
Innovation Update May 2017
Innovation Update
Summaries and links to some
of the interesting innovations
projects we have gathered
from Australia and overseas
in 2017.
Inside this issue:
Overcoming the
challenges of
outpatient flow
management
1
SA Chronic Disease
Hospital Avoidance
Program
Mobile Devices and the
Patient Clinician
Experience Study
2
Giving Difficult
Feedback, North Ryde,
Port Augusta and
Adelaide
Manage Your Energy
Rather than Your Time,
Melbourne and Adelaide
3
ANZICS Deteriorating
Patient and Safety and
Quality Conference
Queensland Health
Metro South Ziker
Mozzie Seeker Project
4
How to Build Resilient
Teams at Work, North
Ryde and Port Augusta
5
Remote Assessment for
Older People Using
Smart Glasses
Worth a Read
6
Care Closer to Home in
Canada
Victoria Maternal Health
Records
7

2. Overcoming the Challenges of Outpatient Flow Management
Page 2
Innovation Update May 2017
Results (continued from Page 1)
In fact, hospitals who have implemented Telstra Health’s Queue Manager
have experienced:
 67% reduction in did-not waits
 $22,000 increase in revenue per month
 2 FTE savings from patient check-in activities
 50% reduction in the time patients spend in outpatients
 Zero code greys*
If driving increased patient satisfaction and engagement in your hospital is
a priority, we invite you to chat to our team about how Queue Manager
can work for you.
Visit us https://www.telstrahealth.com/home/solutions/
businessApplications/qm.html or call 03 9425 8012 to find out more
*as at May 2016
Last year’s winner of the SA Health Awards for Out of Hospitals Strategies was
Chronic Condition Hospital Avoidance Management Program (CHAMP).
An initiative of Northern Adelaide Local Health Network, CHAMP is a
service that supports people with complex chronic conditions at risk of
frequent admission.
The multidisciplinary team works collaboratively to provide flexible services
tailored to individual needs. Case managers work with clients for up to six
months to support coordination of care. Case managers provide
coaching, education, counselling and advocacy to support clients to
achieve their goals, and enhance their self-management.
Find out more at http://www.sahealth.sa.gov.au/wps/wcm/connect/
public+content/sa+health+internet/about+us/about+sa+health/awards/
sa+health+awards/meet+the+stars+of+the+2016+sa+health+awards/
Chronic Condition Hospital Avoidance Management Program
An organisational study into the impact of mobile devices on
clinician and patient experience
Conducted in Waitemata District Health Board, New Zealand, this small
scale study describes the experiences of community allied health clinicians
and patients when mobile devices are used at the point of care. The
research team concluded that mobile devices can improve clinical
responsiveness through access to health information at the point of care.
Moreover, use of mobile devices can improve clinical interactions and
health outcomes when used to support education and instruction. Time
spent on administration tasks can be reduced and this can lead to
increased patient contact time. Find out more at
http://pxjournal.org/cgi/viewcontent.cgi?article=1159&context=journal

3. FORTHCOMING 1/2 DAY WORKSHOPS
Page 3
Change Champions & Associates
Too much to do and just not enough time? Do you feel like you are always
chasing your tail….or is someone always chasing you for something. This work-
shop might just be for you.
More info at http://www.changechampions.com.au or REGISTER NOW
9.30-12.30 28 June 2017, Melbourne, Victoria
https://www.eventbrite.com.au/e/manage-your-energy-rather-than-your-
time-tickets-34062371470
9.30-12.30 25August 2017, Adelaide, SA
https://www.eventbrite.com.au/e/manage-your-energy-rather-than-your-
time-tickets-34352589520
Giving Difficult Feedback
This workshop, based on content from the prestigious Harvard Business Review is
designed to build your confidence and skills to be able to deliver difficult
feedback effectively.
Everyone struggles to give feedback and especially when it’s less then positive. If
you have direct reports, your objective in giving feedback is to help them learn
and grow...and maintain a positive work place culture.
Giving feedback effectively allows the team and the organization to be
successful. It is a core skill for everyone in a supervisory, leadership or
management position.
More information on the home page at http://www.changechampions.com.au
REGISTER NOW! at EVENTBRITE! Click on link or cut and paste it into your browser
9.30-12.30 23 May 2017, North Ryde, NSW
https://www.eventbrite.com.au/e/giving-difficult-feedback-tickets-
32142502089
9.30-12.30 23 August 2017, Port Augusta, SA
https://www.eventbrite.com.au/e/giving-difficult-feedback-tickets-
33844162802
9.30-12.30 24 August 2017, Adelaide, SA
https://www.eventbrite.com.au/e/giving-difficult-feedback-tickets-
34351934561
Manage Your Energy Rather Than Your Time
REGISTRATIONS OPEN
ALSO AVAILABLE AT YOUR
FACILITY AS AN IN SERVICE

4. ANZICS Deteriorating Patient and Safety and Quality Conference
Page 4
Innovation Update May 2017
For the past three years, the Australian and New Zealand Intensive Care Society (ANZICS) has held a
conference related to deteriorating patients and Rapid Response Teams (RRT). In 2016, the conference
was co-convened with the internal society for rapid response systems and attracted 580 delegates.
This year, the conference will be held at the Sofitel Sydney Wentworth from 7 – 8 August 2017. The
Conference continues to build on the program from previous years and was developed in direct response
from feedback provided by last year’s delegates. In 2017, the major focusses will be on how to make hos-
pital systems safer for deteriorating patients, the importance of investing in patient safety, and the risks as-
sociated with clinical deterioration.
There will also be a presentation about the findings of the recent CICM/ANZICS Consensus Statement on
the RRT, debate the ideal RRT responder, and how interactions with hospital administration and
government can be optimized to improve outcomes of deteriorating patients. An updated RRT training
program, and revision of MET nurse training requirements will be included. There will also be a session on
issues around safety and quality in the intensive care unit.
The conference will also explore the recognition and response to clinical deterioration in a number of
settings including the emergency department, obstetric medicine, paediatric patients, rural hospitals, and
general ward patients. Sessions on end of life care, sepsis, family activation, and the role of non-ICU
members of the team will be included. Again, there will be three streams presenting the state of the art,
aspects of nursing care and team training, and strategies to improve processes of care. The program will
be aimed at doctors, nurses, patients and their carers, hospital administrators, and health care officials
working in quality improvement and departments of health.
Last year there were 68 submissions for abstracts and free papers. This year, the highest ranked abstracts
may be eligible for half price registration, and inclusion in the main program of the conference. Speakers
include Chris Baggolay (Former CMO Australia), Charlie Corke (President CICM), Rinaldo Bellomo, Judy
Currey, Imogen Mitchell, Ken Hillman, Neil Orford, Julie Considine, Wendy Pollock, Marino Festa, Jeffrey
Braithwaite, as well as Robert Herkes and Nicola Dunbar from the ACSQHC.
This conference has evolved to become the premier conference for deteriorating patients in the Southern
Hemisphere. Early bird registration closes on Mon 12th June 2017. Details of the conference can be found
at http://www.sqao-anzics.com
There is an increase in mosquito borne virusues Australia wide. One such species, 'Zika mosquitoes' (Aedes
aegypti )species have the potential to spread viruses such as Zika or Dengue. As part of the 'Zika Mozzie Seek-
er' project, Queensland Health’s Metro South Health Service is asking the public in its region to set up backyard
mosquito egg traps (supplied by the project team), collect the eggs and send them in for analysis.
The project uses revolutionary screening technology developed by Queensland Health and is a world-first for
mosquito monitoring. It will mass screen the eggs for the DNA of Aedes
aegypti mosquitoes. This will allow Metro South Health Service to increase its
confidence that such mosquitoes are not in the region and detect any invasions of
these mosquitoes more easily.
Find out more https://metrosouth.health.qld.gov.au/zika-mozzie-seeker
Queensland Health Metro South Ziker Mozzie Seeker Project

5. How To Build Resilient Teams at Work
Page 5
Innovation Update May 2017
Based on the work of acclaimed organisational psychologist and author
Kathryn McEwen’s R@W® Team Model, in this full day PRACTICAL
workshop we will:
Discuss the challenges that come with constant change and
uncertainty at work and how they impact on the team, including team
and individual morale and productivity.
- Understand the 7 components of the R@W® Team Model
- Assess your current team resilience.
- Using the 7 components of the R@W® Team Model, participate in
activities to identify opportunities to address specific gaps and
improve team resilience.
- Consider how you can overcome difficulties to create positive energy
in your team and use that energy to make a difference.
- Develop an action plan for improving your team resilience using a
structured framework.
This workshop is ideal for:
Managers, emerging managers, team leaders and anyone else who is
interested in building resilience in their team.
 You might have just been through or about to go through a
transformational change or restructure
 Perhaps your one exhausting constant is continuous change
 You may be feeling the pressure of tight deadlines or just not enough
time to do everything
 Maybe you are constantly under the pump to do more with less or
feeling the heat from competing demands and unrealistic expectations.
Visit http://www.changechampions.com.au to download the flier or
email us at info@changechampions.com.au or phone or SMS
0467635150.
This workshop is available at your facility. Ask us for more details.
REGISTER NOW
9.30-16.00 22 May 2017, North Ryde, NSW
—3 places still available
https://www.eventbrite.com.au/e/how-to-build-resilient-teams-at-
work-tickets-32178091538
9.30-16.00 22 August 2017, Port Augusta, SA
https://www.eventbrite.com.au/e/how-to-build-resilient-teams-at-
work-tickets-33843417573

6. The Health Foundation in the UK has funded four innovations and improvements
projects to support older people. Among them is the See What I See—remote
assessment using smart glasses.
‘See what I see’ has care home workers using head-mounted technology (Xpert Eye
smart glasses) to have two-way communication in real time with GPs.
Led by Eastbourne, Hailsham and Seaford Clinical Commissioning Group (CCG) in
England, the project will see GPs remaining in their practice and assessing patients, using
the view of the care home worker wearing the smart glasses. Care home workers will be
able to communicate in real time with the GPs providing clinical assessment. The
potential benefits include shorter waiting times and reduced hospital admissions.
Unplanned hospital admissions can be unsettling for care home residents, who are often
frail and elderly, and their admissions can lead to deterioration in their condition. Another
potential benefit is to GPs who can reduce time-consuming travel as they can conduct
clinical assessments without leaving their practices.
The project will initially be tested in a single care home and a linked GP practice and out
-of-hours service, with the potential to roll out to other care homes and practices if it
proves successful. Kent Surrey Sussex Academic Health Science Network (AHSN) will
oversee and evaluate the project.
Find out more at http://www.health.org.uk/newsletter/four-projects-testing-
innovations-improve-care-older-people
Remote Assessment for Older People Using
Smart Glasses
Page 6
Innovation Update May 2017
Worth a Read…….
Distance to invasive heart centre, performance of acute coronary angiography,
and angioplasty and associated outcome in out-of-hospital cardiac arrest: a
nationwide study.
Open access article by Tranberg et al with over 43,000 people in the study group
that finds that immediate admission to an invasive heart centre is associated with
improved survival for patients with out of hospital cardiac arrest.
https://academic.oup.com/eurheartj/article-lookup/doi/10.1093/eurheartj/ehx104
Increasing patient engagement in healthcare service design: a qualitative
evaluation of a co-design programme in New Zealand.
Open access article by Maher et al evaluated a co-design programme to explore
the experiences, challenges and solutions that health professionals encountered
while engaging with patients in their projects.
http://pxjournal.org/cgi/viewcontent.cgi?article=1149&context=journal
Methods of evaluation of small scale quality improvement projects
Downloadable PDF by Harvey et al present a practical analysis of approaches to
evaluating improvement programs. Ideal for those who a new to evaluation.
https://www.researchgate.net/
publication/10720949_Methods_of_evaluation_of_small_scale_quality_improvement_projects

7. Care Closer to Home in Canada
Page 7
Innovation Update May 2017
The Canadian Foundation for Healthcare Improvement announced nine new
healthcare improvement projects This year the program has a special focus on
integrating care across services, sectors and providers in order to deliver high quality
care in the patient’s home or community. This could include: improving transitions be-
tween services, organizations or jurisdictions; or shifting the care delivery from acute to
home or community settings.
The projects include:
 Innovating to create services and care in the community for stroke patients
 Integrating the services offered by the Notre-Dame Hospital within the CIUSSS du
Centre-Sud-de-l’Île-de-Montréal to better meet the needs of this population and
support transitions between hospital and community care
 Maximizing the role of care attendants in caring for patients in long term care
facilities
 Organizing pediatric palliative care to ensure quality local care based on best
practices
 Involving patient advisors in analyzing serious adverse events
 Implementing a public health piloting room at Montérégie’s public health
directorate, an innovative management tool that will serve all three health and
social services in the region and enable coordinated public health activities
that enhance population health
 Scaling-up cancer coaching, an innovative health service that pairs cancer pa-
tients with healthcare providers such as nurses and social workers for one-on-
one support around the issues that are important to the patient
 Enhancing the community oncology network in British Columbia
 Building a ‘home first’ philosophy in Nova Scotia Health Authority and beyond
Find out more at http://www.cfhi-fcass.ca/SearchResultsNews/2017/04/26/healthcare
-organizations-across-canada-launch-improvement-projects
The Department of Health and Human Services Victoria has has devel-
oped the Victorian Maternity Record (VMR) to provide pregnant women
with a standardised maternity record of their pregnancy care and pro-
gress. The VMR:
 reduces risks by providing health services with access to a complete
pregnancy record
 improves the quality and consistency of information given to women
 enhances continuity of care
 improves communication between service providers
provides continuity of documentation between clinicians and sites.
The VMR is NOT available outside of Victoria but you can see a sample at
https://www2.health.vic.gov.au/hospitals-and-health-services/patient-
care/perinatal-reproductive/maternity-newborn-services/vic-maternity-
record
Change Champions & Associates
PO Box 302
Kew VIC 3101
M: 0467635150
E: info@changechampions.com.au
W: www.changechampions.com.au
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Victorian Maternity Health Records