What are the key messages​?

Communication is vital to the success of the Whole of Health Program (WOHP). It must be addressed on an ongoing basis, at every stage of the process.  Often, a clear communications strategy can make the difference between success and failure. Sometimes, improvements in this area can involve behavioural or even cultural change.

When preparing a communications strategy:

  • Be realistic. Objectives should be achievable within available time and resources.
  • Internal communications are vital. Don't focus too much on media engagement and not enough on dissemination of information to staff and other key stakeholders.
There are many ways to prepare a communications strategy. A guide to writing a communications strategy and other tools and resources designed to assist meeting the Whole of Health Program's implementation, reporting and communication requirements are available on the Communication toolkit page. 
 

Communicating effectively

Below is a check list of the main questions to ask yourself to make sure you are communicating effectively about the Whole of Health Program

  • Do you have a Program Lead or someone else who is taking responsibility for coordinating communication around WOHP and Emergency Treatment Performance (ETP)? The focus should be on the organisation's leaders. What are we trying to achieve over what time frame?  What is each person's role?
  • Does everyone know what ETP is and why it is important?
  • Has there been a meeting with ALL staff to explain what WOHP is and how it will help to improve access to care, patient flow and ultimately key performance indicators such as ETP?
  • Do  you  have a 12 month communications strategy around WOHP and ETP in order to engage the staff? This should include communication around the benefits to patients and staff of having a reduced ETP, while maintaining safety and quality standards.
  • Do you have regular meetings to discuss hospital data trends including ETP progress as well as solutions to any problem areas?
  • Does everyone know their role in helping to improve patient flow?
  • Does everyone know how to use the tools available to help them? E.g. Patient Flow Portal
  • Do you know you who your stakeholders are?
Stakeholder groups are simply anyone who has an interest or stake in the program and should be communicated with regularly. You need to decide what they need to know, how often they need to be communicated with, by whom and by what means. This will vary depending on the needs of the group. Groups who should be included in your list are tabled below along with suggestions about how you might reach these groups. Not all sites will have all of these groups or there may be equivalent groups.
 
​Stakeholder ​Examples of how to reach these groups​
Executive Team (GM, Director of Medical Services, Director of Clinical Operations, Director of Nursing, Director of Corporate Services, Director of Quality and Risk, Director of Clinical Governance)​ ​GM/Program Lead/WOHP Senior Clinical Advisory Group member presenting at executive team meeting.
Doctors (VMOs, staff specialists, registrars, CMOs, JMOs, medical students)​ ​GM/program lead to have a regular slot in Clinical Council meetings/JMO forums/registrar training sessions/
Nurses (DONs, NUMs, CNCs, CNEs, RNs, ENs, AINs, nursing students)​ ​Presentation by DON/clinical lead at nursing forum about the role of the nurses
Allied health (physiotherapists, social workers, occupational therapists, speech therapists, pharmacists, radiologists, psychologists, dieticians)​ ​Attendance at department meetings, combined ward meetings, bulk emails, presentation to area allied health director
​Patient support services (porters, clerical staff, catering staff, cleaning staff) ​Staff rooms, bulk emails, scheduled meetings
Paramedics (ALO)​ ​Team meetings, through station officers
Consumers (patients, carers, families, general public)​ ​Posters – waiting rooms, lifts, via quality and safety unit, volunteer coordinator

 How?

  • Have you considered all the communications mediums you have available to use for both internal and external communications and which would be best for each stakeholder group? These might include posters, TV screens, newsletters, bulk emails, meetings, forums, screen savers etc.
  • Is WOHP being added to all relevant meeting agendas in order to keep everyone up to date?
  • Is your central communications team engaged?
  • Is someone monitoring staff and patient feedback and taking appropriate actions?
Once you have engaged the staff, they will be able to continue communication of the key messages. With sustained change, effective communication will become part of the culture.
Current as at: Tuesday 12 June 2018
Contact page owner: Whole of Health