Exceptional Every Time Strategy
The Mater Group Board has endorsed and embraced the Exceptional Every Time (EET) strategy.
The strategy supports the consistent and strategic integration of health, education and research for a healthy community. Mater’s contribution to a healthy community will come from our commitment to the provision of safe, low-variability, evidence-based healthcare which meets identified community need.
We intend to deliver this standard of care and service by enhancing and aligning existent capability and experience across Mater Health, Mater Education and Mater Research.
Our ability to consistently deliver an exceptional healthcare service requires a commitment from exceptional people. Mater People are called to act in line with the Mission and Values and principles of our organisation in order to continually meet the expectations of our patients and consumers.
Mater has devised a Performance Star, which aligns with our Mission and Values, to support Mater People to deliver on these aspects of continuous focus—safety, experience, quality, efficiency and future viability—which form the basis for all interactions, assessment and excellence across Mater’s business.
If you have an idea, no matter how big or small, that will improve Mater’s performance through one or more of these channels, speak to your manager, or email your idea to email@example.com.
How can we see the strategy in action?
Diagnostic Review Implementation—building a solid foundation
In order to support the EET strategy, Mater needs strong foundations in place.
Following a ‘diagnostic review’ in November 2015 by external agency, PwC (PricewaterhouseCoopers), recommendations for rapid and sustainable improvement were identified. These recommendations would ensure our foundations were solid. The Mater Board and Group Executive endorsed these recommendations. The Diagnostic Review Implementation commenced in April 2016 to action these recommendations. The program of work includes the following projects, led by Mater staff and overseen by Mater’s EET Program Management Office:
- Length of Stay (Jonaelle Lucas)
- Clinical Documentation and Coding (Sallyanne Wissmann)
- Theatres (Arna Chauncey)
- Mater Pharmacy (Stephen Parry-Jones)
- Medical Imaging (Kris Kite)
- Mater Pathology (Deb Hornsby)
- Procurement (Terry van der Ham)
A ‘Tactical’ project was executed by Craig Russell, and achieved quick wins across the organisation including standardising accommodation, travel and mobile usage policies, standardising surgical gloves and installing hand dryers in non-clinical areas. A Corporate and Back Office project also assisted Mater to achieve the right size workforce to support our clinical services.
Support and resources:
Transition to Clinical Streams (TTCS)—ensuring our workforce enables us to be Exceptional Every Time
Mater Health needs a functional structure which can support us to effectively deliver on the EET strategy. The new clinical stream structure will support clinicians through improved direct reporting lines and clear accountabilities with defined patient-centred areas of care, or clinical streams.
Implementation has commenced and clinical streams are now functioning. Changes to reporting lines within the clinical stream structure occurred from 31 October 2016, and communication with impacted staff has occured. System changes will occur throughout November to reflect the reporting line changes.
A key requirement of the TTCS Project is to consider the change implications for individuals, teams and Mater Health as a subsidiary of the broader Mater Group. A range of processes and methods will be used to ensure communication is provided and that issues and suggestions are considered throughout the transition.
Support and resources
Other resources and support materials
SafeQuest is a combination of safety initiatives, risk management strategies and communication programs designed to address priority issues and build on the culture of safety across the entire Mater community—including staff, patients and visitors. Through SafeQuest, Mater aims to achieve zero preventable harm for patients, staff and visitors.
There are six core features which underpin SafeQuest:
- safety culture
- accountability and leadership
- high reliability
- safety learning
- patient involvement.
How does SafeQuest work?
As you walk through Mater's facilities, you will notice various reminders about SafeQuest and the organisation’s commitment to safety. These reminders are for everybody and help us all to keep safety on the agenda. By working together and helping each other to be safe we believe we can change healthcare for everybody.
At Mater, we want everybody to be involved in safety and ask all our staff to:
- remind people to act—speak up for safety
- get involved—advocate for and participate in specific safety initiatives
- be vigilant—keep safety at the forefront of everything we do
- promote reporting of incidents and team collegiality.
As part of SafeQuest, Mater has taken the challenge to focus on the following areas:
- Healthcare associated infections
- Medication safety
- Falls prevention
- Clinical handover and communicating for safety
- Pressure injury prevention
- Recognition and response to deteriorating patients
- Blood and blood transfusion safety
- Patient identification and procedure matching
- Caring for patients with cognitive impairment
- End-of-life care.
As SafeQuest develops, we will continue to further develop and enhance our programs.