Peter Mac - Community Participation

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As Australia’s foremost Cancer Centre, Peter Mac strives to provide the best possible care for patients – care that is accessible, timely, safe, compassionate, culturally sensitive, based on the latest research findings and delivered in an environment that is welcoming and positive. Staff and management alike understand that patient satisfaction and health outcomes are maximized when the hospital works with the community to create a health service based on the experiences and expectations of consumers. Peter Mac recognizes the wisdom of involving patients, their families, carers and the wider community in key decisions relating to the planning, delivery and evaluation of all of its services.

As the sole provider of cancer treatment for several decades, Peter Mac has a special place in the hearts of many Victorians. The appreciation of patients and their families is reflected in the large numbers of dedicated volunteers who make themselves available to help others through the cancer experience. Their contribution, whether through the provision of hairdressing services, the operation of the patient library or the staffing of the convenience trolley, is priceless. The gratitude of the community is further expressed in the activities of the many fundraising groups that comprise the extended Peter Mac ‘community’. The Auxiliary operates the gift shop; the Amenities Group raises funds for equipment and special projects; the Macettes promote the breast cancer awareness message and provide additional funds for breast cancer services; and the Art Collection Committee is devoted to enhancing the ambience of the hospital.

While Peter Mac has historically had strong community connections, steps have been taken more recently to formalize the relationship. The

Community Advisory Committee and the Consumer Register were established in 2001 and 2004 respectively, to provide a ‘voice’ for consumers. Over the last six years consumer representatives have taken up positions on committees and working parties across the hospital’s operation - they have become an integral part of the ‘culture’ and ‘landscape’ at Peter Mac. Peter Mac acknowledges that structured community participation is an important democratic right for consumers and a good mechanism for ensuring accountability and sound management.

The following comments attest to the way in which Peter Mac staff value consumer input.

“Having enthusiastic people external to the organization, challenge, support and add to our thinking has helped us to improve services for patients at Peter Mac. Respect for consumer input continues to grow with increasing requests from staff for people to join committees and working groups. The opportunities to have fresh eyes review the way we work, and the knowledge and skills our consumers have provided to the organization has been invaluable.”
Ms Heather Lampshire, Director, Quality and Organisational Development

“Having consumers involved in project committees is a significant step in achieving patient-focused care. Our consumer representatives to date have taken their roles seriously and in addition to useful patient perspectives have proved insightful in their efforts to help us improve patient care at Peter Mac.”
Professor Sanchia Aranda, Director of Cancer Nursing Research

“The presence of Mary Rydberg on the Ethics Committee has been an enormous value to the committee’s deliberations. Mary’s background in community health is most helpful, but it is her input as a genuine representative of the community served by Peter Mac that makes her contribution so valuable. Ethics committees cannot truly reflect the perspectives and concerns of the non-research community without the presence of responsible consumers among their ranks. Without people like Mary, who know Peter Mac, but are not affiliated with it, our committee would be missing a key ingredient.”
Mr Jeremy Kenner, Ethics Coordinator

At Peter Mac, community participation is facilitated and encouraged in a number of ways:

The Strategic Plan.
The Strategic Plan (PDF 1.29MB) guides Peter Mac’s clinical work, research priorities and educational initiatives. To nurture a strong relationship with the community Peter Mac has three major objectives:

To increase its external focus and look outward to the community
To adopt a strong leadership role in the community debate on cancer care and prevention
To promote Peter Mac’s profile and enhance support at community, academic and government levels.

Establishment of a Community Advisory Committee
The hospital’s Community Advisory Committee was established in 2001 to provide a vital link with the larger community. By listening to the community and incorporating the feedback of consumers, Peter Mac is able to continually improve patient care and health outcomes.

Establishment of a Consumer Register
The Consumer Register was developed in early 2004 in response to the many applications for advertised vacancies on the Community Advisory Committee. Peter Mac felt it was important to maintain a register of these enthusiastic volunteers so that their skills and experiences might not be lost to the hospital. From time to time members of this register assist with focus groups, the review of informational materials, and with various special projects undertaken by the organization. One member currently sits on the Clinical Governance Committee.

Representation of consumers on committees across the hospital’s operations internally and externally.
Consumers are represented on the following committees and working groups:
Board Quality Committee
Ethics Committee
Expedited Review Committee
Patient Information Committee
Cultural Diversity Committee
Education Committee
Pain Management Committee
Bendigo Radiotherapy Support Group
Primary Care and Target Population Committee
Quality of Care Report Working Group
Harnessing Inner Strength Committee
Volunteer Advisory Committee
Staff Education Steering Committee
Steering Committee for Quality and Safety Awards
Victorian Blood Transfusion Practice Advisory Committee
Western and Central Melbourne Integrated Cancer Service (WCMIS) Reference Group
Working Group for review of Chapel/Reflective Space
DHS Community Consultation Forums

Consumer representation ensures that all key decisions take into account the consumer perspective.

Supporting Volunteers
The spirit of giving is fostered at Peter Mac through strong support of the Volunteer Service team. The involvement of volunteers in so many aspects of Peter Mac’s day-to-day operations ensures that the ‘consumer voice’ is always present.

The Community Relations and Fundraising Department values and nurtures its relationships with corporate sponsors such as Village Cinemas and Telstra, and the Peter Mac Foundation is appreciative of the pro bono services provided by organizations such as Ernest Young and Baker McKenzie. Peter Mac’s connections with the community are extensive - each one creates an opportunity for consumer input – a chance to hear of consumers’ experiences and expectations.

Linking with external organsiations
Peter Mac pursues strong connections with organizations such as the Cancer Council of Victoria and with community advocacy groups such as Cancer Voices, Canteen, and Breast Cancer Network Australia. By maintaining close ties with these groups Peter Mac is able to take a strong leadership role and work collaboratively - listening and responding to the expressed needs of the community it serves.

Undertaking Patient Satisfaction Surveys
Peter Mac is keen to continuously improve its services. The Patient Satisfaction Survey conducted quarterly by the Department of Human Services is one way in which the organization assesses the quality of its care, as perceived by patients. Details of the survey can be found on the following website: www.health.vic.gov.au/patsat/

Peter Mac also participates in the Department of Veteran Affairs Annual Survey of veterans and war widows, and conducts surveys of out patients in the X-ray and Radiotherapy departments at the Box Hill, East Melbourne and Moorabbin hospitals. Plans are underway for a more comprehensive survey of outpatients across all departments.

Listening to feedback in the form of suggestions, comments, complaints and compliments.
Peter Mac values feedback and prides itself on taking prompt action when required. Efficient, fair and compassionate resolution of complaints is the goal. Formal complaints are acknowledged within 2 days and resolved within 30. The Patient Advocate works closely with staff and patients concerned in a complaint. Serious cases are reviewed and the Board Quality Committee receives regular reports.