MARCH 2012 MEMBER SPOTLIGHT
Director, Patient and Family Centered Care
ACT Health Directorate
Canberra, Australian Capital Territory (ACT)
Bernadette develops and drives the patient and family centred care model for ACT Health Directorate. She listens to people who have experienced the health service as patients, careers or staff and uses health experience narratives to inform redesign processes.Berndaette also works with the redesign team, staff and families to build an improved system of care.
WHAT IS YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR ROLE?
Ensuring the patient voice is always present when any redesign occurs. Recognition by the organization of the significance the narratives can play as shown by numerous referrals from senior executives of patient and families seeking to tell their story and resolve health system issues that could not be resolved through other channels. My title changed from Ops Manager to Director PFCC.
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
Not being overwhelmed by the enormity of the task (one step at a time).Communicating and maintaining a vision and structure that can be comprehended by the organization.
WHAT ARE YOUR VIEWS ON THE FUTURE OF PATIENT EXPERIENCE?
Build a shared understanding of how patients, their careers and staff experience the health system and the acceptance that this must be a priority for all health services. We need a recognition that health has always been about people. The data has to reflect this.
WHAT DO YOU DO FOR FUN WHEN NOT WORKING?
I am a keen early morning dog walker and am lucky to have easy access to a walking track where kangaroos wander, kookaburra’s laugh in the dawn and I can see our lovely bush capital. Gardening, guitar playing and photography assist my sanity. Food and wine with friends ensure it.
WHY DID YOU JOIN THE BERYL INSTITUTE?
I came to The Beryl Institute due to a need to find like-minded people who are already "doing it”. I have found the resources offered by The Beryl Institute to be immensely informative, as I have struggled with how to engage senior executive and all staff in this change. I am more excited than words could say about attending the upcoming conference.