Care Support / Ambassador Model

Aim

Improve the patient engagement from a custodial focus (security) to a therapeutic focus offering an assortment of small activities and games, which in turns provides a positive patient experience.

Outcomes

Higher levels of patient, carer and staff satisfaction.

This service was further expanded into the Emergency Department at the Mackay Base Hospital, assisting patients facing lengthy wait times and to appropriately manage patients who are intoxicated or very aggressive when they present for treatment.

Background

In mid-2016 Mackay Base Hospital identified an opportunity to explore alternate models of care for long-term patients who needed one-on-one support and supervision.

Discussion

Care Support Officers assigned to Medical Ward continue to assist in reducing the frequency of occupational violence incidents with only two Code Black and three Code Grey events from October 2017 to October 2018. This has been achieved through engaging the client in diversional activities which can be inclusive of the family and supports an increased therapeutic focus. Diversional therapies include but are not limited to card games and card tricks, gardening, kicking soccer ball, hanging out clothes and viewing DVDs.

Lessons learnt

Weekly promotional updates on the progress on the implementation to all staff.  With the introduction the Care Support model trial in ED, this information provided a conduit of communication and showcased the achievements.  This provided a platform for further suggestions and all streams assisted with tailoring this model of care to meet their service requirements.