#1829_WSLHD_Multicultural Health Plan_2B_WEB

NSW Plan for Healthy CALD Communities 2019-2023 Strategic Priorities

Strategic Priority 1:

WSLHD routinely considers the health needs of CALD consumers, their carers and families in the development and review of strategic plans, clinical and non-clinical service plans and relevant policies CALD.

Strategy

Main gaps

What will we do

Major lead, stakeholder and partners

Health Services Planning and Development (HSP&D), MCHS, Consumer Council

1.1.1 Ensure WSLHD Health Services Plan and any strategic or service plans are developed in consultation with CALD consumers, their carers and families and reflect their identified health needs and priorities. 1.1.2 Actively engage CALD communities early in the health service planning process to ensure that their health needs are addressed and to assist in developing appropriate actions

No evidence of routine engagement of CALD consumers/patients/carers in service/quality/ safety improvements, planning, and review/development of service/care models by most of the individual services

1.1 Include CALD consumers, their carers and families in policy development, strategic planning, clinical and non- clinical service planning processes 1.2 Collect evidence of improvements and change made based on consultations and feedback from CALD consumers, their carers and families

EDs / GMs, Quality & Accreditation Managers, HSP&D, MCHS, Consumer Council

EDs / GMs, Patient and Carer Experience, Standard 2 Committees

1.2.1 Implement a process to support the engagement of CALD consumers at a service level enabling them to provide feedback on their experience with and outcomes of care

Limited input received mostly from the most represented language groups. Input from more vulnerable or more specific ethnic groups is required No evidence of improvements based on feedback from CALD consumers Individual services identified the need to improve feedback from CALD but don’t have mechanisms to do it

1.2.2 Implement My Experience Matters surveys

EDs / GMs, Patient and Carer Experience, Standard 2 Committees

Patient and Carer Experience Translation Service (TS)

1.2.3 Ensure My Experience Matters surveys are available in relevant community languages to allow non-English speaking (NES) consumers to provide feedback

EDs / GMs, Patient and Carer Experience

1.2.4 Analyse the collected feedback data, report on identified issues, discuss and implement improvements as appropriate

EDs / GMs, Leading Better Value Care, ACI

1.2.5 Implement the PROM and PREM surveys in different languages to routinely collect, measure and assess feedback provided by CALD/NES consumers to inform and improve practices 1.2.6 Develop the capacity of staff to effectively engage and communicate with CALD patients and consumers in providing feedback associated with care, treatment and experience 1.2.7 Engage with Multicultural Health Services and external multicultural health providers to obtain feedback from the CALD community and consumers, especially on their access to and experience with health 1.2.8 Engage with CALD consumers, both internal and external to the organisation, to involve them in the consultation processes, research and improvement projects

Patient and Carer Experience, EDs / GMs, Health Literacy Hub (HLH)

EDs / GMs, MCHS, external multicultural health providers

EDs / GMs, MCHS, Consumer Council, HLH

14

WSLHD Multicultural Health Plan 2022-2025