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The issues

A case study of program implementation and quality improvement - Establishing a national CAPD program for children at Australian Hearing . Alison King 1 , Karin Gillies 1 , Helen Glyde 2 , Sarina Sanna 3 , Sharon Cameron 2 , Simone Punch 4 , Meagan Ward 4 , Harvey Dillon 2

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The issues

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  1. A case study of program implementation and quality improvement - Establishing a national CAPD program for children at Australian Hearing • Alison King1, Karin Gillies1, Helen Glyde2, Sarina Sanna3, Sharon Cameron2, Simone Punch4, Meagan Ward4, Harvey Dillon2 • 1 Australian Hearing, Box Hill Centro, Victoria, Australia • 2 National Acoustic Laboratories, Sydney, NSW, Australia • 3Australian Hearing, Melbourne, Victoria, Australia • 4 Australian Hearing, Sydney, NSW, Australia • World Congress of Audiology, Brisbane, 2014

  2. The issues • Dispersed network • Service offered through ~50% of sites • New clinical service • Controversial field • New clinical skills • Different clientele

  3. Clinical Program Nationally Consistent Protocols developed, documented Clinical case note & report Proformas Link No. clinicians trained to caseload (consolidation) Single training package developed by expert Knowledge & Clinical Skill Post-course evaluation Timely, Coordinated Implementation Train-the-trainer Phased Rollout

  4. Quality Improvement - Clinical Service Delivery Support and data collection • Post Course evaluation • Clinical Support • Core group of experts • Email networks, phone support, teleconferences, F2F • Client results data • Monitor for trends, errors • Clinical audit

  5. Impact on Program • Regular monitoring enabled concerns to be addressed quickly via a range of avenues • Newsletter, teleconferences, individual assistance • Training program revised and updated to forestall future difficulties • Over time, reduced number of trainers • Avoid dilution of knowledge transfer and variability

  6. Service Delivery Network Nationally Consistent Centrally coordinated rollout Education program for all staff Resources – info sheets & presentation, website updated Identified specialist to take all early enquiries Correct information for enquiries Central phone number Appropriate appointments Front counter resource Centralised contact

  7. Quality Improvement – Service Delivery Support and data collection • Hearing centres and central contact provided • Demographic data • Referral sources – client and professionals • Clients who decided not to proceed with appointment – reasons, help assess if access problems • Client concerns and issues • Collected 3 times during the first 12 months • Support network – email, phone

  8. Impacts on service delivery • Identified ways to improve the information provided to clients • Common questions and referral types analysed • Need to be diligent about age of child at appointment • Questions about testing ADHD, Autism • Best time of day to offer appointments • Improve information resources

  9. Keeping the momentum going • Monitoring results and referrals, fed back to the network • Regular teleconferences with clinicians to discuss research, clinical practice issues and success stories • Regular teleconferences with Managers to address uncertainties about the program, lessons learned

  10. What have we learned • When field is new, identify a small group of people who can build expertise quickly • DATA-DATA-DATA • Monitor rigorously in early stages • Take prompt action to help individuals, use knowledge to build system changes • The nature of support changes as skills develop • Remember to keep supporting new people • Success involves the whole team • Share successes, feed back progress

  11. Thank you for listening Contact Australian Hearing www.hearing.com.au

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