Message from the Acting TPCH Executive Director

This is my final day as Acting Executive Director before Tami Photinos returns next week. I’d like to take this opportunity to convey my sincere thanks to everyone for their great work and support, and most importantly for continuing to do what you do best – care for our patients.

Yesterday, Director Medical Services, Dr Donna O’Sullivan and I attended TPCH’s International Doctor’s Day event to recognise the contributions of our medical staff at TPCH. It was a valuable opportunity to highlight the high calibre cohort of approximately 600 medical staff we have here at TPCH who dedicate their knowledge and expertise towards improving the health of our patients, with support from the many multidisciplinary teams across the hospital. I especially enjoyed the musical performances from some of our junior medical staff. Who knew we had so much extra hidden talent at TPCH? A big thanks to the Medical Education team for your great efforts in organising the event.

Have your Say Survey coming soon

From May 19, the third iteration of the Metro North Have Your Say employee engagement will give all Metro North employees the opportunity to share their opinions and experiences of the Metro North workplace. This is your chance to let us know how we’ve improved, where we can continue to do better, and what we are already doing well. For more information please visit the Have Your Say QHEPS page.

Australian Unity Tour de Brisbane – Sunday 2 April

A reminder that the Australian Unity Tour de Brisbane is on this Sunday 2 April and funds raised through The Common Good will support life-changing transplant research being done right here at TPCH. There are several members of our incredible community of researchers, patients, cafe, Foundation and allied health staff undertaking the ride including our own Director of Allied Health, Perry Judd. We wish them the very best. Find a rider or donate.

FAST FACTS

This week we will profile the Consumer Liaison Office.

Did you know?:

• The Consumer Liaison Office (CLO) is a team of three dedicated administration staff who manage all formal feedback received by the hospital
• CLO staff have a 35-day timeframe to resolve any formal complaints received directly through TPCH.
• Frontline resolution, which is resolution at the point of service, is often the best method to address concerns quickly.
• Formal feedback can be received through a number of different avenues including (but not limited to) directly through the Consumer Liaison Office, Health Minister’s Office, Hospital and Health Board, and the Office of the Health Ombudsman.
• The staff are passionate about ensuring they provide independent assistance to both patients and staff to resolve any issues as efficiently as possible.
• CLO staff are available to assist and guide staff in resolving complaints at the frontline.
• The Consumer Liaison Office processes approximately 60 complaints every month, with each complaint receiving a response no matter how minor it is assessed as.
• Through collaboration with service line managers, directors and executive staff, 98% of complaints received are responded to within the required timeframe.
• The CLO reports more compliments than complaints each month (so keep them coming!)
• It is everyone’s responsibility to ensure consumer feedback is taken and actioned within a reasonable timeframe.

Staff Profile

Today we will profile Palliative Care Clinical Nurse Consultant (CNC), Susan Mannion.

As CNC, Sue works as part of the Palliative Care Consultation team which sees patients under the care of other treating teams, who have been referred for support related to their life limiting illness including cancer and chronic disease. Accompanying this role, Sue is also the Chair the End of Life Working Group which oversees activities that help evaluate and identify areas for improvement in relation to how TPCH is providing care for patients at the advanced stages of their disease and nearing end of life.

Sue values the opportunity her roles lend to supporting a patient-centred and compassionate care experience for people approaching one of the most difficult times in the life.

Sue believes one of the main goals of providing support to this population is to encourage them to express their wishes for their care into the future. Due to this important aspect, Sue reinforces the importance of considering Advance Care Planning (ACP) for patients with their treating teams each day.

Outside of work, Sue loves trying new recipes and going on adventures with her dogs Poppy and Sophie.

Reminder – Undercover car parking ballot closes Sunday

This Sunday 2 April is the final day when staff can submit their interest to be in the draw for access to 12 months of undercover car parking at Jacaranda Place, the adolescent mental health service located on TPCH campus. Interested staff should email their name, department and contact number to: TPCH_Corporateservices@health.qld.gov.au.

Shout out

This week’s shout out goes to Christine Wilson-Row who finishes her working career at TPCH today, as she moves into retirement. Christine, who has been the Nursing Director for Surgery and Critical Care for the last seven years, first started at TPCH in 1988 as a registered nurse in the intensive care unit. During this time Chris has held various roles across the organisation, starting her senior nursing career as the Nurse Unit Manager of TPCH’s old Ward 5A (which later became ward 2A), before being appointed as Nursing Director for Surgery and Critical Care in 2016.

Christine is well known for her patient focus, integrity and compassion. She is a dependable and trusted source of advice, guidance and counsel to many staff at all levels of the organisaton, and has remained a steadfast advocate for engaging patients and their families in the care experience. Through her dedication and leadership, Christine exemplifies the values in action, and has been a true asset to the entire TPCH community.  We thank Chris for her significant contribution to TPCH and wish her the very best in her retirement.

Closing thought

As an Executive leader, I understand and respect that the delivery of quality health care relies on the efforts and collaboration of many teams. I have the privilege, alongside other Executive members, to oversee, position, guide and take care of these efforts to ensure we as an organisation, can provide high level, safe and responsible care to our patients. I feel fortunate to have spent the last three weeks at TPCH learning more about the business and people of TPCH and witnessing the impressive way in which services and departments adapt and work together to meet the changing needs of our patients and ongoing service demands. Health care can be challenging, but having good people like we have at TPCH and across Metro North, allows us to effectively and compassionately address these challenges, and our patients benefit because of this.

Thank you so much for your collegiality, professionalism and for just being YOU!  I have thoroughly enjoyed my time here at TPCH as the Acting Executive Director.  See you soon when I put my ‘normal’ hat back on next week!

Alanna Geary
Acting Executive Director