HealthShare NSW News 2017 April/May Issue

APRIL/MAY

2017

Contents Chief Executive’s message . . . . . . . . . . . . . . 2 Our new Directors . . . . . . . . . . . . . . . . . . . . . . . . 3 Expo update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Nominations open for New Chief Executive’s Award . . . . . . . . . . . 5 Join our new Living Well Hub . . . . . . . . . . . 6 Supporting National Blood Donor Week . . . . . . . . . . . . . . . . . . . . . . . 6 Living our CORE Values – what happened in Collaboration month . . . . . 8 Well done to our Staff Excellence Awards winners . . . . . . . . . . . . . . . . . . . . . . . . . 10 EnableNSW trials Equipment Allocation Program in Murrumbidgee . . . . . . . . . . . . . 11 Our busy Emergency Management team . . . . . . . . . . . . . . . . . . . . . 12 Helping the winter chills . . . . . . . . . . . . . . . 12 Participants announced for Our People Our Talent . . . . . . . . . . . . . . . . . 13 New pre-employment health assessment for operational staff . . . . . 14 Service improvement at Shared Financial Services . . . . . . . . . . . . . . 15 New Linen Trucks a world first for safety . . . . . . . . . . . . . . . . . 16 Chatswood staff moving to St Leonards . . . . . . . . . . . . . . . . . 16 Patient lauds Food Services, dietitian collaboration . . . . . . . . . . . . . . . . . . 17 New recruitment system coming in June . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Introducing the ‘One HealthShare’ Customer Journey . . . . . . . . . . . . . . . . . . . . . . 18 People Matter Employee Survey . . . . . . 18 #SpotThePuppy photo competition . 19 2016/17 Payment Summaries are coming soon . . . . . . . . . . . . . . . . . . . . . . . . 19

Check out our website at www.healthshare.nsw.gov.au If you’ve got a story or feedback for HealthShare News, please contact Anna Sale on 8644 2104 or email [email protected]

HealthShare

news

Our new Strategy 2017-2020 HealthShare NSW Strategy 2017-2020

STRATEGIC DIRECTION

To be a valued and trusted partner delivering competitive services to NSW Health OUR GOALS

OUR INDICATORS OF SUCCESS

ARE SAFE AND WELL

OUR PEOPLE

We work in a safe and healthy environment and support the wellbeing of our people

Decrease of 60% in the lost time injury rate by 2020

ARE VALUED We work in a constructive culture that encourages high performance through innovation and collaboration

OUR CUSTOMERS

ARE ENGAGED

OUR SERVICES

ARE COMPETITIVE

We deliver customer centric services that focus on value and quality

We provide quality services for best value that meet customer needs through innovation and continuous improvement

Our work is built on a foundation of trust and respect. We live the NSW Health CORE values:

Increase beyond the 50th percentile in all constructive culture styles by 2020

Increase of 25% in customer satisfaction and engagement scores by 2020

Achievement of targets for operating in a competitive environment by 2020

We are people helping people

new plan has three focus areas HealthShare NSW has deliver excellentOur healthcare – our people, our customers and our launched our new Strategy services – with four key goals and four 2017–2020, which will guide respective indicators of success. our work for the next three The second page of our Strategy years from 1 July 2017 to shows where we are now, where we 30 June 2020. Collaboration Openness Respect Empowerment

“I’m really excited to launch our new Strategy as it provides us with a clear direction, defined goals and a roadmap about where we want to be in three years’ time,” said Chief Executive Dan Hunter. “I encourage everyone to read the Strategy and take some time to understand what role you can play in helping us achieve our purpose,” said Dan. The Strategy is underpinned by our strategic direction: To be a valued and trusted partner delivering competitive services to NSW Health.

want to be by 2020 and how we’ll measure our progress.

Behind the Strategy is a methodology which shows how our work contributes to the strategic direction and ultimately the success of our organisation. Senior leaders have been briefed on the methodology and given guidance on how to involve their teams in this important process. An interactive dashboard, which will track our progress, is also in development. Further information will be provided when it is available.

HealthShare News April/May 2017

Chief Executive’s message One of the highlights for me in May has been launching our new Strategy 2017–2020. Our Strategy gives us a really clear direction – to be a valued and trusted partner delivering competitive services to NSW Health – and provides us with defined and measurable goals. It provides a road map of where we want to be in three years’ time. I was also really excited to launch our new Chief Executive’s Awards, which replace our Service Awards. You can nominate an individual or team in one of two categories – Award for Leadership – Individual, and Award for Innovation – Team. We’ve made it really simple to nominate someone and, for the first time, we’re accepting video entries – so you can record a short nomination

In addition, Carmen Rechbauer, our Executive Director, Clinical Support Services, was interviewed by Wendy Harmer on ABC 702 Radio about My Food Choice. Carmen did a great job and got lots of positive messages across about the many benefits of the program like less waste, more choice, tasty food and better patient outcomes. After the interview, two listeners rang in to share their positive experience of the meals at Mona Vale Hospital, describing the food as “superb”, “fantastic” and “amazing”. on your phone. I thought it was a great sign that we received our first nomination less than two hours after the Awards opened! (see page 5) We also got some very positive media coverage in May, with our My Food Choice program featuring on the Channel 9 news in Sydney. The segment showed footage of our Bankstown Hospital Food Services team members in action – well done everyone.

Registrations for the HealthShare NSW & eHealth NSW Expo opened on 1 May and we had 650 registrations in just the first two weeks. Make sure you register soon so you don’t miss out (see page 4). Thanks as always for all your hard work. Regards, Dan Hunter Chief Executive HealthShare NSW

Board Members enjoyed visiting with staff at the Patient Transport Service’s North Ryde Hub in late May

2


Our new Directors

Carmen Rechbauer

James Munro-Ford

Executive Director, Clinical Support Services

Director,

As the new Executive Director, Clinical Support Services, Carmen now oversees Food and Patient Support Services, Linen and Emergency Management. Carmen has spent her working life in the food service industry in both private and public enterprises, with the past 20 years as a senior leader in NSW Health and HealthShare NSW. Carmen now oversees the provision of more than 22 million patient meals every year in NSW public hospitals and is leading the development and implementation of the new My Food Choice program which is transforming the way patients are served meals in NSW public hospitals.

Business Performance

As Director, Business Performance – which is a new role – James oversees Strategy and Commissioning, Continuous Improvement, Project Management and Performance Reporting. James has been with HealthShare NSW for four years in various roles including Manager, Strategy and Commissioning. In this role he led the organisation’s strategic planning and strategy development resulting in the new three-year strategic plan which is currently being rolled out across HealthShare NSW.

3


Expo update

3 August at Rosehill Gardens

Online registrations now open Register to attend Expo now so you don’t miss out. We had 650 registrations in the first two weeks! All delegates are required to register online prior to the event – we will reach capacity and onsite registration will not be possible. Registration for non-NSW Health employees is $324.50 (including GST).

www.hsnsw-ehnswexpo.health.nsw.gov.au/registration

Guest speakers announced We are thrilled to announce two more of our fantastic guest speakers who will be talking about the Power of Connection based on their unique life experiences.

Anh Do

Graeme Innes AM

Anh Do is one of Australia’s most talented speakers and entertainers. He has hosted his own shows including Anh Does Vietnam and Anh’s Brush with Fame, and written an award-winning autobiography The Happiest Refugee.

Graeme Innes AM is a lawyer, author, and company director. His autobiography Finding a Way achieved popular acclaim in 2016.

Anh Do arrived in Australia aged two, on an eight metre fishing boat with 47 other Vietnamese Refugees cramped in like sardines. He was sick from dehydration, water had run out days prior, and one person had already died. But despite a challenging start, by the time he was 30 years old, Anh held a Bachelor of Business and a Bachelor of Law and had been voted Winner – Comedian of the Year. An accomplished writer, actor, and film producer, he has also been recognised with several comedy awards. Anh will be talking about the Power of Connection based on his amazing life of ups and downs, trials and tribulations, difficulties and successes as a refugee over three decades.

4

He has been a human rights practitioner for more than 30 years and was a Commissioner at the Australian Human Rights Commission for almost nine years, responsible for issues relating to disability, race and human rights. Graeme chairs the Attitude Australia Foundation, a start-up using media to change attitudes towards Australians with disabilities. He is a director of NSW State Insurance Regulatory Authority, Life Without Barriers and PWC’s diversity board. He was awarded Honorary Doctorates by the University of Canberra in 2014 and RMIT University in 2016 in recognition of his work as a human rights activist.


Nominations open for new Chief Executive Awards The HealthShare NSW and eHealth NSW Chief Executive Awards are now open. These new Awards recognise the dedication of our staff and celebrate the strong leadership of individuals and the innovative approach of teams within our organisation. The Chief Executive Awards replace the annual Service Awards and winners will be announced at the HealthShare NSW & eHealth NSW Expo.

Award categories There are two Award categories: Chief Executive Award for Leadership – Individual Chief Executive Award for Innovation – Team

How to nominate It’s easy to nominate an individual or team. All you need to do is provide an over-arching statement about the nominee and answer three questions. As well as written entries, you can nominate by submitting a video entry. A video made on your mobile device is fine – you will need to film the nominee’s manager giving a very brief overview then answering the three questions. The Awards will be presented during the Awards and Cocktail Reception at the conclusion of Expo.

The closing date for the Awards is Friday 30 June. To find out more visit the Expo website at hsnsw-ehnswexpo.health.nsw.gov.au

Would you like to volunteer at Expo? As Expo continues to grow, so too does our need for support staff in a variety of roles across three days: Tuesday 1 August in Chatswood, Wednesday 2 August at Rosehill and Thursday 3 August at Rosehill. Please contact Dearne Waters on 8644 2302 or [email protected] by Friday 30 June if you’re interested in volunteering.

5


Join our new Living Well Hub HealthShare NSW was excited to launch our new Living Well Hub in May – a one-stopshop to help you achieve your health goals. The Living Well Hub has many tailored tools and lots of information to help you get fit and healthy, including: • Do-it-yourself tools to check in with your health, such as an online wellbeing check, BMI calculator and mental health tools • Staff benefits and discounts to Red Balloon, Garmin, Blackmores and more • Health and lifestyle articles on physical, mental and financial health • Information about our health and safety programs including Fitness Passport, WHS Assist Line, Employee Assistance Program, Job Fitness and free Nicotine Replacement Therapy • Access to your own personalised daily log of exercise, nutrition and hydration A Living Well phone app – SpringDay – will also be launched in the coming weeks. You can download the app from the App Store available in the iTunes Store, or Google Play, to track your steps, explore a range of health and wellbeing tools and book a spot into any of our upcoming health and wellbeing programs.

We are also about to launch the Living Well Activity Challenge. This is a six week, team-based pedometer challenge you can do with a team of up to six members, which will involve tracking your steps, nutrition, sleep and hydration to improve your overall health and wellbeing. The Activity Challenge will be rolled out across all sites over 12 months, starting with Food and Patient Support Services in Illawarra Shoalhaven, Southern NSW and Mid North NSW in July. Visit the intranet and search for ‘Living Well Hub’ to find out how you can register and start on your journey to becoming a healthier you.

Supporting National Blood Donor Week HealthShare NSW is a big supporter of the Red Cross Blood Service’s Red 25 campaign. National Blood Donor Week runs from 11–17 June – this is a great time to think about giving blood. In the 12 months since we joined the Red 25 campaign in April last year, staff from HealthShare NSW and eHealth NSW have made 179 blood donations. Every blood donation saves three lives, so we are well on our way to reaching our target of saving 600 lives. Register for our Red 25 campaign by completing the enrolment form on the intranet – search for ‘Red 25’. You can find your closest blood donation centre at www.donateblood.com.au

National Blood Donor Week

11–17 June 2017

Proudly supporting

National Blood Donor Week 11–17 June 2017

BE A BLOODY LEGEND 13 14 95

6

Proudly supporting

|

YOU DON’T NEED TO GIVE 100% JUST A PINT WILL DO 13 14 95

|

donateblood.com.au Proudly sup porting

National Blood Dono r Week

11–17 Jun e 2017

NO SW AND TEAERAT S REQUIRED

donateblood.com.au 13 14 95 | donatebloo

d.com.au


Become your healthiest self Sign up to our brand new

Living Well Hub!

WHAT YOU RECEIVE:

Health & lifestyle articles Delicious healthy recipes A range of discounts and wellbeing offers Monthly motivational emails to keep you inspired

Check out the website today!

www.livingwell.myspringday.com.au 7


Living our CORE Values – what ha This year we are encouraging staff to think more about our CORE values of Collaboration, Openness, Respect and Empowerment. In April we asked staff across HealthShare NSW and eHealth NSW to focus on Collaboration and tell us how this value was alive and well in their teams. We heard from lots of teams across both organisations – here are some of the stories we received.

Employee Transactional Service (ETS), Newcastle & Parramatta ETS told us about lots of collaborative activities going on both within and between teams at the Service Centres. There have been lots of meetings and visits, leading to respect, openness and shared approaches to common activities, for example the development of a statewide approach to processing Grade Step Progression, Service Calculations and Satori.

Service Centre Statewide Manage and Intense Team – team building sessions at Service Centre Newcastle

In the Business Support Team, Business Support Officers regularly spend time working within other teams. The team collaborated with Payroll Accounting, Finance, Accounts Payable and Employee Transactional Service to develop a schedule for end of year processing, including payment summaries. The Establishment Team held an afternoon tea with the Payroll Accounting Team to build on recent increased interactions in relation to addressing changes impacting SuperStream.

8

The Seniors and Team Leaders from Service Centre Newcastle’s Leave Team visited Service Centre Parramatta’s Leave Team

Leaders also participate in “A Day in the Life” – where a Leader pairs up with another Leader to experience a day in their life. This initiative helps establish enjoyable and rewarding relationships that continue beyond the “Day in the Life” program.

Finance Team, Chatswood The Finance Team decided to have an “April Airing”, organising a team walk on the nearby Ferndale Park Walking Track at lunch time.


ppened in Collaboration month? EnableNSW EnableNSW had some great examples of Collaboration – both social and within the workplace. Staff met after work for dinner to celebrate their recent recruitment and said “the social aspect of working with people is often missed, and I think it is great to see people coming together to acknowledge their personal achievements.” The team also noted the mix of people from different teams who take their breaks together.

monthly, sharing ideas, and gathering answers to topics that involve our core business needs. The group is mentored by Shubjeet Kaur and assisted by numerous peers and Business Partners. “We have gained extensive knowledge of our business which we are now going to share with future HealthShare NSW managers so we can bring the organisation’s vision to life.”

HealthShare Corporate, North Sydney HealthShare Corporate has been working hard to embed CORE values in the workplace. Most staff have completed the CORE Chat Workshop run through My Health Learning. The team has prioritised Collaboration to focus on and will be conducting staff surveys to track how well they’re collaborating. Stretching at EnableNSW

To help embed HealthShare NSW’s Towards Safety Excellence plan, EnableNSW’s WHS committee has allocated each team a different focus area from the plan and designed an activity to address each one. For example: Wellbeing – each day a team will stop work at 3pm and do three minutes of stretching as a group while other teams cover the phones. This allows staff to take their minds off work and re-direct their focus to themselves and their team mates. Agile in the moment – one team designed their own WHS poster related to being Agile in the Moment and fixing hazards as soon as they appear. It was a joint poster which encouraged staff to work together to ensure all ideas were heard.

Food Services Managers, Sydney and Newcastle Over the last 12 months, a group of five Food Services Site Managers from Sydney and Newcastle have been meeting

HealthShare Corporate staff in a collaboration workshop

“We use a code-word to signal when non-collaborative behaviours are displayed. We are using the LSI tool to learn how our behaviours impact each other, and to encourage more ‘blue’ humanistic encouragement behaviours when collaborating. In addition we promote the ‘buddies’ concept to encourage collaborations, and we’ve started a rewards program to acknowledge and encourage staff efforts and team collaborations.”

9


Well done to our Staff Excellence Awards winners A big congratulations to the winners of our first Staff Excellence Awards for 2017.

Kerry Garufi – Outstanding Individual

Procurement Card (P-Card) Team – Outstanding Team The P-Card Team is the first in HealthShare NSW to proactively recruit a person on the Autism Spectrum. They removed the relational elements from an existing position, leaving a part time data processing, reporting and analytics role, perfectly suited to someone on the Spectrum. They modelled the CORE values of respect and empowerment by maintaining a consistent, predictable and calm work environment enabling this employee to perform at his best. They also provided emotional support during periods of high stress and recognised opportunities for personal growth for him, seeking out specialist support to enable this.

Kerry Garufi joined the Royal North Shore team in September 2016 as Site Manager, Food and Patient Support Services. Despite the difficult work environment, she led a team to deliver a vastly improved service to the hospital, better care for patients and a high quality work experience for staff. She has efficiently re-built the team, developed excellent working relationships with staff and helped them adopt and adhere to new ways of working. Kerry demonstrates excellence by her determination to develop new personal skills and undertake difficult challenges for the benefit of the organisation. She has displayed leadership qualities through her ability to caringly support staff and encourage them to adapt to change. Kerry’s work embodies our CORE values, demonstrated through the way she has built quality relationships with customers and led staff through a period of uncertainty to a position where they are enthusiastic and engaged.

10

The team has been exceptional in supporting this employee so he can perform at his best. They are diligent in watching for early warning signs of stress and anxiety. They have demonstrated respect by providing accurate feedback, showing appreciation for his unique talents, and involving him in team activities. As a result of the team’s efforts, this employee has thrived, developing new skills and making a meaningful contribution to the success of the team. They report they have trouble keeping up with him, and his presence has led to an increase in the “care factor” – the team which started looking out for him, now also look out for each other.

Sitting is Dennis Yap; standing (left to right) Joyce Bustria, Carol Rickard, Deena Heald, Karen Watson, Naomi Pasilow. Gayle Clarke-Wood is absent.


EnableNSW trials Equipment Allocation Program in Murrumbidgee EnableNSW recently expanded the popular Equipment Allocation Program to include its first rural location, providing people living in the Murrumbidgee Local Health District with faster access to a broad range of quality mobility and self-care equipment. The Equipment Allocation Program keeps a range of standard equipment in stock to provide upon application. This provides a faster process for Blythe Aylward at the EnableNSW warehouse people who would otherwise get quotes and progress to a waiting list. covering the range of equipment available and the application process. Equipment may be new or returned to EnableNSW and refurbished to ‘like new’ condition. Items available include “We always recommend considering stock equipment beds, mattresses, bathing and toileting aids, transfer aids, in the first instance – this allows us to help more people slings, cushions, manual wheelchairs and walkers. A limited in a shorter timeframe,” said Blythe. “Feedback from range of scooters and power wheelchairs is also available. Murrumbidgee prescribers has been overwhelmingly positive, with all equipment orders to date delivered within “The program provides faster access to a range of great two to four weeks.” value, readily available equipment,” explained Blythe Aylward, Project Manager, EnableNSW. The program’s online catalogue and shopping cart also provides prescribers with an easier way of seeing and “We’re using this experience with Murrumbidgee to see requesting equipment. They can simply browse, view and how we can broaden access to this program and provide equipment for people living in rural areas. This includes select the most clinically appropriate equipment, attach assessing how many items are requested, how we regularly a simplified Stock Equipment Request Form and proceed transport the equipment to the requested rural locations through the site’s checkout. and monitoring turnaround times.” For further information, please contact EnableNSW on Information sessions for Murrumbidgee prescribers 1800 362 253 (press option 5 for the Equipment Centre) have been held in Wagga Wagga, Albury and Griffith, or visit www.enable.health.nsw.gov.au

11


Our busy Emergency Management team Our Emergency Management team has been busy building capabilities within our organisation to respond to major incidents and support the NSW Health system during emergencies. This has included running crisis management exercises, linking in with our Local Health District (LHD) counterparts, working with business lines during 2016 to prepare 72 Business Continuity Plans and review 184 facilities to determine Emergency Management response requirements. “The work we do to make sure HealthShare NSW and eHealth NSW are prepared for disasters and emergencies is critical and really varied,” said Roger Duve, Manager Enterprise Risk & Quality. “We run our own education sessions and exercises for staff, but also spend a lot of time linking in with

the exercises and activities run by LHDs around NSW. For example, in 2016 our Food and Patient Support Services Site and Sector Managers participated in 21 LHD-run exercises. They were joined by members of our Liaison Officer Network which now numbers 24 people. This level of support from businesses is invaluable. “We also attend emergency management committee meetings around the state at both an LHD and State level. It’s really important that HealthShare NSW and eHealth NSW links in and is an integral part of the bigger picture of Health emergency management and disaster planning. “A big part of our work is also about helping our business lines prepare for the worst and making sure they have robust planning and reporting mechanisms in place so they can act quickly to respond to an incident. “Our core team oversees most of this work but we are also very reliant on champions within the business such as our Liaison Officers who play a key role in this area.

Helping the winter chills Parramatta Linen Service (PLS) was recently approached by Guardian Funerals to see if we had any condemned blankets we could donate to support their cause to help the homeless stay warm during the winter. 12

“Our Mending and Manufacturing team sorted through our condemned linen and came up with 300 blankets to donate,” said John Golden, Operations Manager for PLS. “It’s a small gesture on behalf of Healthshare NSW Linen Service to help the less fortunate in our community,” he said.

Participating in an Emergency Management awareness day at Woy Woy Hospital

“We are always looking for people across the business who might be interested in stepping up and having a greater role in emergency management. I would encourage anyone who is interested in finding out more to get in touch,” said Roger. You can contact Roger Duve on 8644 2278 or at Roger.Duve@health. nsw.gov.au


Participants announced for Our People Our Talent HealthShare NSW is excited to announce the next cohort of staff selected to participate in the Our People Our Talent program. There was overwhelming interest when nominations opened in March, with 55 applications from across the business. The 14 successful participants were selected as high performing and high potential employees from across the organisation. Their involvement in the program was endorsed by their managers and the Executive Leadership Team. Participants will embark on a journey of professional development, with stretch assessments, development plans, certification in Lean Six Sigma Green Belt and one-on-one catch ups with Chief Executive, Dan Hunter.

Congratulations to the following participants: • Amanda Forrester – Shared Financial Services • Ben Ackland – Business Performance • Charles (Bo) Massingill – Food and Patient Support Services (FPSS)

Lean Six Sigma Green Belt Training Day 2 (L-R) Joseph Hudson, Jarrad Stewart-Nikolic, Pieter Hoevers

The participants came together for the program launch in May and completed an intensive five-day Lean Six Sigma Green Belt training session. The first cohort of the Our People Our Talent program, which includes eight participants, is due to graduate from the program in July. For more information about the program, contact Eloise Slip at [email protected]

• Courtney Boorer – Business Performance • David Elliott – Enable NSW • Dawn Tan – Workforce • Hetal Barot – Employee Transactional Service (ETS) • Kalyan Mamidi – Finance • Laura O’Donnell – FPSS • Lisa Disher – ETS • Peter Chapple – Workforce • Pieter Hoever – Customer Experience • Jarrad Stewart-Nickolic – Service Centre Westmead • Joseph Hudson – Business Performance Our second cohort of Our People Our Talent participants

13


New pre-employment health assessment for operational staff

Preferred applicants for jobs working with patients or bodily substances will soon undertake a pre-employment health assessment as part of the employment process to help protect staff and patients from illness and injury. The new system ensures that preferred applicants have the right level of health to perform the job they are seeking and will work in the job that is most suited to them. “This will reduce harm to our staff. We don’t want to put people in positions where they might be injured,” said Amelia Pyke, Manager, Health and Wellbeing with Work Health & Safety.

14

“And importantly, we can ensure that our staff don’t have underlying health conditions that might put patients at any level of risk.” The pre-employment health assessment will be mandatory for category A staff (those in patient facing roles or who work with infectious substances such as blood and bodily substances) from 1 July 2017. This includes applicants for jobs with Food and Patient Support Services, Linen Services and Patient Transport Services. Prospective staff will be supported with an information kit to help them move through the process, which includes a functional assessment with a locally based physiotherapist

working for Functional PreEmployment Services (FPES). “These applicants are already providing evidence of their protection against a range of infectious diseases which is part of our vaccination policy,” said Amelia. “This is just one more step to ensuring we have staff fit to perform their job.” The program has been trialled with Patient Transport Services with functional reports being returned in as little as two working days. “Managers shouldn’t be concerned. We don’t anticipate any impact on the recruitment timeframes with much of the process being automated, and reducing paper work for managers,” she said.


Service improvement at Shared Financial Services Shared Financial Services (SFS) is on a culture journey to improve staff engagement and drive continuous improvement. One way they are doing this is by forming different groups to look at different aspects of service improvement. In 2016, a group of 20 SFS team members, with assistance from Organisational Development and Operational Excellence, participated in Lean Six Sigma training (yellow belt) and started working to make improvements in the workplace. The team successfully reviewed business problems, and piloted and implemented change across a number of areas, as follows.

1. Accounts Payable – the team developed a checklist to help health agencies complete and submit Staff Reimbursement Claim Forms effectively with a “first time right” mindset. They recommend further work is done to progress to an electronic solution.

4. Debt buster – this project reviewed and implemented ways to improve customer (Health Agency) engagement when it was necessary to commence external debt collection. The project aims to improve collections by 43% once fully rolled out.

2. Paperless office – two pilots were undertaken in Accounts Payable to reduce paper usage. The pilots successfully changed behaviour, with much reduced levels of employee printing, and will have a significant benefit across SFS when rolled out later this financial year.

The achievements of the team exceeded management expectations, and team members were very positive about participating.

3. Waste in reporting – this project had pilots in the Financial Accounting teams at both Service Centres, resulting in one Service Centre saving six hours a day by eliminating duplicated emails.

have really gained a lot on a “ Iprofessional and personal level by participating in (the project) and would like to continue to participate in any such projects if required

“

”

xpectation of the (project) was E definitely exceeded. The resources and time that management have put into this round was exceptional

”

Members of the project team

15


New Linen trucks a world first for safety Linen Services’ new ‘Milk Run’ trucks are the first in the world to be fitted with an automated tailgate barrier system, designed and built in Australia to HealthShare NSW design specification. “These new trucks are full of innovation determined through detailed consultation with our drivers and safety partners,” said Linen Services’ Fleet and Logistics manager John Weeks. “NSW Linen Services Manager Kevin Prasad’s Linen team and Medical Director, Work Health and Safety, Dr Anne Mok’s Safety team worked hard to design a system to reduce manual handling risk for our truck drivers.” As the entire back panel of the truck lowers, side barriers now lift automatically, powered by compressed air, to prevent trolleys and loads falling off the side.

Chatswood staff moving to St Leonards

“The old system required drivers to manually lift and close barriers every time they made a delivery or collection,” said John. “Over time we experienced injuries associated with the operation of these manual barriers. The team had a vision of automating the process only to find that the global manufacturers of tailgates in Europe had never considered such a system. “We approached an Australian company TRS in Sydney to work with us and bring our team’s vision to life.” The team took the opportunity to introduce a range of other improvements and efficiencies.

At the end of 2019, staff at the HealthShare NSW Chatswood office will be moving to Forsyth Place in St Leonards to a purpose-built new site to co-locate with the Ministry, Pillars and other NSW Health agencies.

The new trucks can now handle both clean and soiled linen simultaneously, using a special drop down roof system to allow segregation and maintain hygiene, slashing the number of trips needed.

The move – called New ways to work – represents a move towards a more connected workforce. The new location will provide the opportunity to build and support an agile, flexible and connected workplace.

“There’s also a new flooring system that increases the safety of transporting our pallets and trolleys loaded with products, as well as a new side door access system that allows a safer entry and exit,” said John.

A dedicated New ways to work website is available at stleonards.health.nsw.gov.au to provide staff with more information about the move and the opportunity to submit feedback and ideas.

“The truck bodies are stronger and cooler and are designed to last longer in the field, further reducing ongoing replacement costs. The new truck is the first of eight to be delivered this year, with a further eight arriving in 2018. In the following year the entire fleet will be retrofitted with the new safety measure. John expects the new Automated Barrier System will soon be the new standard for safety in Australia and Europe. “This is a great example of HealthShare NSW’s commitment to safety and innovation. We are leading the way in safety for our industry,” he said.

16


Patient lauds Food Services, dietitian collaboration A patient at Balmain Hospital has complimented the collaboration between caring dietitians and food services staff for supporting her recovery. “I’m impressed,” Mrs Eileen Kelly wrote. She said Dietitian Assistant Sarah Brand engaged in “an unhurried, caring dialogue” with every patient. Sarah asked a series of prompting questions which revealed Mrs Kelly was losing weight and promptly referred her to Dietitian Kate Schibeci. “Kate had delicious, varied, nutritious, small sized meals delivered to me and I ate everything on my plate each meal. She obviously communicated my needs to Jasmine and the kitchen staff,” she said.

“My Saturday lunch was roast turkey with gravy and just a tiny amount of potato, carrots and very tender beans. I told one of my nurses that such a meal would possibly cost $30 at the Bowling Club across the grass.” Mrs Kelly said Kate gave her valuable tips on maintaining her weight at home. Food Service staff at Balmain Hospital Ebony Sutton, Manager of Nutrition and Dietetics at Balmain Hospital said elderly patients are screened for risk of malnutrition.

vital role in this and are an important link between the patient, Food Services and Dietitians.”

“Our goal is to ensure that patients receive the best nutrition so they can engage in their physiotherapy and rehabilitation, maintain or improve their general function and health and ultimately get home safely,” said Ebony. “Dietitian Assistants play a

Mrs Kelly said she wanted “to counteract the whining anecdotes I have heard so many times about ‘unpalatable hospital food’” and to let the team know that “Eileen recognised their contribution to her wellbeing. Thank you.”

New recruitment system coming in June A new and improved recruitment and onboarding system is soon set to replace eRecruit for NSW Health. From the end of June, HealthShare NSW managers will be the first to use it. As a single platform for managing all Health recruitment, the new system will deliver a much simpler and more engaging recruitment and onboarding process, with user-friendly tools and improved workforce reporting. The system will guide users through all phases of general recruitment – from

attracting and sourcing candidates through to offering positions and bringing candidates on board. HealthShare NSW and eHealth NSW will pilot the new recruitment and onboarding solution, which will then be rolled out to all NSW Health Agencies and Local Health Districts in the second half of 2017. User acceptance testing was completed in May and information sessions about the new system are being held in Chatswood, Newcastle, Gladesville and Parramatta. Visit the intranet for . session details.

Online training sessions will be available for all staff from mid-June in the lead up to the launch of the new recruitment and onboarding solution. For more information, contact the Human Capital Management Program team at EHNSW-HCMinfo@health. nsw.gov.au

17


Introducing the ‘One HealthShare’ Customer Journey The new Customer Experience (CX) team has started working on an exciting new initiative to map a HealthShare NSW’s customer’s journey. “Although we provide lots of different services to a wide range of customers, we believe our customers all share similar challenges and all take a similar journey with us,” said Sue Connolly, A/Director, Customer Experience. “We are working with people across HealthShare NSW to develop an organisation-wide customer journey map which will provide a single view of our customers and the journey they take with us,” she said. The CX team held workshops with customer-facing staff from different service lines. This helped to understand the journey our customers go on today, looking at commonalities between patients, employees and LHD administrators.

The CX team with staff from other service lines who participated in workshops

Having developed a high-level customer journey, the team then identified ‘pain points’ (i.e. moments that cause customers disproportionate frustration) and ‘moments that matter’ (i.e. priority moments for HealthShare NSW to get it right) across the journey. “We hope that developing a customer journey map will unite all our staff around a common CX vision, create a CX tool to assist strategic decisionmaking and prioritisation; and help us to better understand common challenges for, and opportunities with, our customers,” said Sue.

People Matter Employee Survey The People Matter Employee Survey is now open until 30 June and we encourage all HealthShare NSW staff to have their say. The survey provides almost 400,000 NSW public sector employees with the opportunity to give feedback about their workplace to help make their

18

organisation and the public sector a better place to work. “I encourage everyone to have their say about what it’s like to work here. This will help us see what we’re doing well and where we can improve,” said Chief Executive Dan Hunter “Ensuring we have a constructive workplace culture is a key goal of our new Strategic Plan. The results will provide an important measure of how we are tracking,” he said.

Here’s a tip from Customer Experience... Smiling is more important than ever A smile is more than an expression. Smiling isn’t just something your face does. It communicates your state of mind. A smile is more about a mindset. It plays a role in everything we do, in every transaction we touch, in our relationship with every customer we help. A smile is an attitude. It is a personal touch that extends our customer charter and reflects our passion. It says that we are ready and willing to go the extra mile. A smile is an invitation Smiling sets a tone. It establishes a rapport and initiates trust, the cornerstone of every relationship.

The survey will ask you about your experiences relating to your role, your workgroup, your manager and your organisation, as well as things like performance and development and diversity. The survey is anonymous and will take about 15 minutes. Complete online at www.health.nsw.gov.au/survey2017. Paper copies have also been sent out to our Food and Linen sites – please ask your manager if you would like one. If you have any questions please contact the Organisational Development team at [email protected]


#SpotThePuppy photo competition HealthShare NSW and eHealth NSW are fundraising for Guide Dogs NSW/ACT to raise $35,000 to cover the cost of raising and training a puppy to become a guide dog or assistance dog. Together we have raised $13,000 so far – which is great effort! Our #SpotThePuppy photo competition will help us get closer to our target. What you can do: • Buy a toy guide dog for $30 online at guidedogs.co/healthshare or from HealthShare NSW or eHealth NSW receptions in Chatswood • Take a photo of your puppy hiding in your workplace • Submit your photo with a snappy caption to Anna.Sale@health. nsw.gov.au Note: • Your guide dog may take 7–10 working days to be delivered • You will need to order through the URL above (not the general Guide Dogs’ website) so the money goes towards our fundraising tally • Team entries are welcome. The competition closes on Friday 14 July and the winning five entries will be featured on the intranet and in HealthShare News and/or eHealth News. We will also display photos around our Guide Dogs Expo booth.

Well done to our Finance teams at Service Centres Newcastle & Parramatta who raised $3,500 for the Guide Dogs in April through donations, raffles and a hot dog day. Great effort everyone!

2016/17 Payment Summaries are coming soon Log into Stafflink Employee Self Service and make sure your personal details, including address and payslip delivery preferences, are up-to-date. While you’re at it, why not check that your emergency contact details are current? Useful information, including frequently asked questions, is available at www.healthshare.nsw.gov.au/paymentsummaries 19

HealthShare News

Need help Need help with StaffLink? with StaffLink? StaffLink? with

April/May 2017

HealthShare NSW offer short training sessions HealthShare NSW offer short sessions HealthShare NSW short training training sessions for StaffLink thatoffer are catered to everyone! for StaffLink StaffLink that that are are catered for catered to to everyone! everyone! Employee Self Service (ESS): Learn how Employee Self Service (ESS): Learn to maintainSelf yourService personal details andhow Employee (ESS): Learn how to maintain your personal details and access your your pay information. to maintain personal details and access your pay information. access your pay information. Manager Self Service (MSS): Learn how Manager Self Service (MSS): Learn how to view and update employment records Manager Self Service (MSS): Learn how to view and update employment records for staffand reporting directly to you.records to view update employment for staff reporting directly to you. for staff reporting directly to you. Electronic Forms (eForms): Learn how to Electronic Forms (eForms): Learn how to initiate electronic requests for your direct Electronic Formsrequests (eForms): how to initiate electronic for Learn your direct reports to create, requests delete and update their initiate forupdate your direct reportselectronic to create, delete and their information in StaffLink via your approval chain. reports to create, delete update their information in StaffLink viaand your approval chain. information in StaffLink via your approval chain. To dates and and locations locations Toview view available available training training dates and to My Health Learning via To view available training dates Learning and locations and to register, register, visit visit My Health via https://hetionline.cit.health.nsw.gov.au and to register, visit My Health Learning via https://hetionline.cit.health.nsw.gov.au https://hetionline.cit.health.nsw.gov.au