HealthShare NSW news DECEMBER/ JANUARY 2018 CONTENTS Check out our website at www.healthshare.nsw.gov.au If you’ve got a story or feedback for HealthShare NSW News, please contact Anna Sale on 8644 2104 or email [email protected]Chief Executive’s message 2 Staying safe on the road 2 ‘My HealthShare NSW Experience’ set to launch 3 An easier way to submit expenses 4 Nominate now for the Our People Our Talent program 4 New standards for safely managing linen affected by some cancer drugs 5 Invoice processing made easier with NSW Health Supplier Portal 6 New Patient Transport Service hubs 6 Procurement working together 7 Staff enjoying the Living Well Hub 8 EnableNSW changing lives 9 An Amazing Race at the Service Centres 10–11 Gaining insights through journey mapping 12 Payroll Services – the new name for ETS 12 EnableNSW customer service continues to impress EnableNSW has been buoyed by positive results from a recent Roy Morgan Research survey. The research, conducted by Roy Morgan Research on behalf of EnableNSW, was a repeat of a survey conducted in 2012 and collected responses from 1,200 randomly selected people using EnableNSW. The results showed improvement across many areas, including an outstanding overall satisfaction rating of 8.9 out of 10. Other highlights included: n 84 per cent of respondents reported that their enquiry was handled at the first point of contact (an increase of 4 per cent since 2012) n 98 per cent of respondents indicated they were using the equipment provided; of these people 96 per cent said it was meeting their expectations and that they had not had an injury/ accident while using it. n The most common reasons given for overall satisfaction were ‘staff are helpful and knowledgeable’ and ‘the range of services provided’. The survey was also used to get feedback on areas to improve, with useful information received around methods of communication and complexity of processes. “Particular credit to our Customer Service Officers and clinical team who provide the first line of contact,” said Jackie Hiller, Manager, EnableNSW. “These positive results reinforce our 2017 Government Contact Centre Award recognition, as well as the messages of thanks we receive from consumers on an ongoing basis.” 8.6 in 2012 8.9 in 2017 Customer Satisfaction (out of 10) OUR SERVICES 84% reported enquiry handled at first point of contact increase of 4% since 2012 OUR EQUIPMENT keeping people safe at home of these... consumers are using the equipment provided 98% 96% have had no injury/accident and it is meeting their needs OUR PEOPLE staff were helpful and knowledgeable 9.3 Highest ratings received for staff politeness and courtesy OUR CUSTOMERS 91% are satisfied we do what we say we will KEY HIGHLIGHTS
Transcript
HealthShare NSWnewsDECEMBER/JANUARY 2018
CONTENTS
Check out our website at www.healthshare.nsw.gov.auIf you’ve got a story or feedback for HealthShare NSW News, please contact Anna Sale on 8644 2104 or email [email protected]
Chief Executive’s message 2
Staying safe on the road 2
‘My HealthShare NSW Experience’ set to launch 3
An easier way to submit expenses 4
Nominate now for the Our People Our Talent program 4
New standards for safely managing linen affected by some cancer drugs 5
Invoice processing made easier with NSW Health Supplier Portal 6
New Patient Transport Service hubs 6
Procurement working together 7
Staff enjoying the Living Well Hub 8
EnableNSW changing lives 9
An Amazing Race at the Service Centres 10–11
Gaining insights through journey mapping 12
Payroll Services – the new name for ETS 12
EnableNSW customer service continues to impress
EnableNSW has been buoyed by positive results from a recent Roy Morgan Research survey.
The research, conducted by Roy Morgan Research on behalf of EnableNSW, was a repeat of a survey conducted in 2012 and collected responses from 1,200 randomly selected people using EnableNSW.
The results showed improvement across many areas, including an outstanding overall satisfaction rating of 8.9 out of 10.
Other highlights included: n 84 per cent of respondents reported
that their enquiry was handled at the first point of contact (an increase of 4 per cent since 2012)
n 98 per cent of respondents indicated they were using the equipment provided; of these people 96 per cent
said it was meeting their expectations and that they had not had an injury/accident while using it.
n The most common reasons given for overall satisfaction were ‘staff are helpful and knowledgeable’ and ‘the range of services provided’. The survey was also used to get
feedback on areas to improve, with useful information received around methods of communication and complexity of processes.
“Particular credit to our Customer Service Officers and clinical team who provide the first line of contact,” said Jackie Hiller, Manager, EnableNSW.
“These positive results reinforce our 2017 Government Contact Centre Award recognition, as well as the messages of thanks we receive from consumers on an ongoing basis.”
8.6 in 2012
8.9 in 2017
Customer Satisfaction (out of 10)
OUR SERVICES
84%reported enquiry handled at first point of contact
increase of
4%since 2012
OUR EQUIPMENTkeeping people safe at home
of these...
consumers are using the equipment provided
98% 96%have had no injury/accident and it is meeting their needs
OUR PEOPLE
staff were helpful and knowledgeable
9.3Highest ratings received for staff politeness and courtesy
Welcome back to everyone. I hope most of you were able to have a break over Christmas and enjoy the summer sunshine. I’ve certainly enjoyed spending some extra time with my family, but am also happy to see my three kids head back to school this week as things get back to normal!
Thank you to everyone who worked over Christmas to keep our essential services running smoothly and make sure our patients and
customers were well looked after.It’s been a busy start to 2018,
with a lot going on around HealthShare NSW.
I’m particularly pleased to reflect on how we are using technology to make things easier and more efficient for both our staff and our customers.
We’ve just introduced iExpenses, which makes it faster and easier for staff to get work-related expenses reimbursed (see page 4).
We’re also getting some great feedback on our NSW Health Supplier Portal, which was launched last year. The portal allows our suppliers to submit invoices online and gives them 24 hour access to payment information (see page 6).
As you know, keeping our staff safe is one of my top priorities. We will soon be launching a driver safety campaign to bring our focus to how we can keep our staff safe
behind the wheel. This month will also be busy as we
launch our biennial customer survey ‘My HealthShare NSW Experience’ on 19 February. We’ll be asking our customers to give feedback, contribute ideas and share their ‘moments that matter’ to find out what we’re doing well and where we can improve.
Also look out for some exciting news from our Guide Dogs fundraising campaign in mid-February!
I look forward to another busy and productive year working with you all.
Dan HunterChief Executive
HealthShare NSW
Staying safe on the roadDriving is a key part of the job for many of our staff at HealthShare NSW and we are very committed to keeping you safe while you work.
To improve our culture of driver safety, HealthShare NSW will soon be launching a driver safety campaign to help us all stay safe on the roads.
We’ll be talking to drivers across the organisation to find out your top driving tips and what some of the challenges are when you’re driving for work and what we can do to address them.
We look forward to hearing your ideas and working together to keep everyone safe behind the wheel.
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‘My HealthShare NSW Experience’ set to launchHealthShare NSW customers will be asked to give feedback, contribute ideas and share their ‘moments that matter’ in February and March, as HealthShare NSW once again embarks on its biennial survey of NSW Health employees. Re-branded in 2018 as ‘My HealthShare NSW Experience’, the survey will be shorter than in previous years, with clearer language to entice respondents to share their views.
Director, Customer Experience, Sue Connolly said service lines had been engaged in the survey development and testing phases, and had also come up with suggestions for boosting respondent numbers.
“We have really appreciated the wealth of knowledge that our survey champions across the business have brought to this process,” Sue said.
“We have a stronger survey thanks to their input, and the feedback we get will be more targeted and actionable as a result.”
Survey respondents will be asked about the HealthShare NSW service line they interact with the most, and will have the option of giving feedback on other services if they have the time.
In 2016, the survey showed increases in customer satisfaction and engagement, but also highlighted
plenty of opportunities for further improvement. Some of the changes that have been made in response to customer feedback since the last survey include:n The Patient Transport Service integrating systems
so it’s easier to make and update transport bookings and track vehicles
n Customer Experience’s introduction of new dedicated support roles to help health agency teams with their payroll issues
n The introduction by Food Services of new-look patient menus to help patients select meals they’ll enjoy.
SURVEY SNAPSHOTn In field: Monday, 19 February to Friday,
9 March 2018n Measures: Customer satisfaction,
customer engagement, customer effort, Net Promoter Score (NPS)
n Access: Optimised for mobiles and tablets, as well as computers
n Time taken to complete: Average of 8 minutes, with option to save and complete in stages
n First results expected: May 2018
The ‘My HealthShare NSW Experience’ customer survey will be open from Monday, 19 February until Friday, 9 March 2018. For more information email [email protected].
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HealthShare NSW News December/January 2018
An easier way to submit expensesHealthShare NSW staff now have a faster and easier way to submit and approve claims for reimbursement of work-related expenses online.
iExpenses is a new responsibility in StaffLink that allows employees and contractors with a StaffLink number to enter expense claims online, attach receipts, and automatically submit expenses for approval and payment. You can track the progress of your claim online and will be notified of progress through workflow emails.
iExpenses has a web-based interface and a mobile interface. The system can be accessed from any StaffLink-accessible computer, and from smartphones (iOS and Android) and iPads.
There is a range of resources on the intranet, such as a User Guide and a number of short instructional guides and videos – search for ‘iExpenses’.
If you need support using iExpenses contact the State Wide Service Desk on 1300 28 55 33 for technical issues and the Customer Service Desk on 1300 88 39 65 (option 1) for navigation support.
Nominate now for the Our People Our Talent program
Nominations are now open for HealthShare NSW’s Our People Our Talent program.
The program promotes excellence across HealthShare NSW by enhancing the skills and capabilities of existing and emerging top ‘talent’ through a unique suite of development programs. It is open to all levels of employees who have shown high performance and high potential.
If you are selected into the program you will receive targeted and focused opportunities tailored to your career interests and development needs. You will also have the opportunity to gain certification in Lean Six Sigma Green Belt by leading an Executive Leadership Team endorsed project which will have a positive and meaningful impact on HealthShare NSW.
You can find the nomination form on the intranet – search for ‘Our People Our Talent’. Nominations are open until 11 February.
If you have any questions, please contact the Organisational Development team at [email protected] or call (02) 8644 2154.
New standards for safely managing linen affected by some cancer drugsNurses and Linen Services’ staff should don protective wear and use a new bagging system to handle linen indirectly affected by cytotoxic drugs under new standards designed to enhance safety.
Cytotoxic linen is the sheets, blankets and towels used by patients for up to seven days after treatment with cytotoxic drugs for cancer and some other conditions.
“Linen that has been indirectly affected by cytotoxic drugs through a patient’s bodily fluids can be safety laundered when staff follow our new protocols,” said Warren Lynch, Linen Services Senior Operations Manager.
“Any linen that has come into direct contact with the drugs, for instance through a spill of any size, must be destroyed at the hospital and not returned to the Linen Service.”
The Work Health and Safety team conducted research, established new best practice techniques and trialled a new system for indirectly affected linen following changes to the SafeWork NSW policy.
A new video is available on the Linen Services’ pages of the HealthShare NSW intranet to guide nurses and Linen Services staff through the process said Warren.
“At the hospital, nurses should don protective wear when handling cytotoxic linen, including nitrile gloves, goggles and a gown,” he said.
Linen Services will provide special purple bags for the linen.
“We have developed a new colour coded triple bagging system that ensures the affected linen is never touched and that it is easily identified,” said Warren.
“Cytotoxic linen must be bagged in three separate bags, each tied individually and placed inside the other: an alginate bag, purple impervious bag, and purple linen bag.”
At the Linen Service, staff should also don protective wear, including a long sleeved gown, head covering, facial covering and nitrile gloves.
The purple linen bag can be washed, the impervious bag is disposed of in a special waste bin, and the linen is placed in the wash extractor inside the alginate bag, which opens during the wash process.
“Not everyone has to handle cytotoxic linen,” said Warren. “Please let your manager know if you are pregnant or breastfeeding or – male or female – you are planning a baby.”
Invoice processing made easier with NSW Health Supplier Portal
More than 1,200 suppliers have signed up and 14,000 invoices have been uploaded since the NSW Health Supplier Portal was launched early last year.
The secure, web-based portal allows suppliers of NSW Health to submit invoices online, with 24 hour instant access and real-time updates on purchase orders, invoices and
payment information. This means invoices are processed faster and issues are resolved more quickly and efficiently.
HealthShare NSW has received very positive feedback about the portal, with a Supplier Survey showing that 93 per cent of users expressed overall satisfaction for all inquiry functionalities.
As one supplier commented: “The portal has been an amazing support to us. It is quick, efficient and saves us so much time. I would rate it 10 out of 10.”
In addition, calls to the HealthShare NSW Customer Service Desk from suppliers who were involved in the pilot have reduced by 82 per cent.
You can find out more about the portal on our website www.healthshare.nsw.gov.au – search for ‘Supplier Portal’ – or by contacting the Supplier Portal Support Team at [email protected].
New Patient Transport Service hubs
Patient Transport Service (PTS) has recently opened new transport hubs in Sydney and Tamworth.
The PTS Sydney Central Hub, located in Regents Park, features a dedicated training room and has the capacity to accommodate 30 vehicles.
The opening of the Hub enables PTS crews and vehicles from Royal Prince Alfred Hospital, Canterbury Hospital and Summer Hill Ambulance Station to work out of the same facility as their Sydney Central colleagues and gives PTS greater capacity to move resources around Sydney to accommodate patient needs.
Crews working out of Tamworth Hospital were also relocated recently, moving to the new PTS Tamworth Hub in November 2017.
The Tamworth Hub will also accommodate the booking and scheduling team for Hunter New England in the near future.The new Tamworth Hub
Procurement working togetherA strong focus on collaboration set the stage for a cross-functional (xF) Procurement breakout day held in Parramatta in December 2017.
Around 25 representatives from the different Procurement streams (Strategic Procurement Services and Supply Chain Operations) participated on the day, coming together as one team for the first time to share information, consider challenges and brainstorm process improvement solutions.
A journey mapping session, facilitated by Customer Experience Lead Jaymie Ling, encouraged the teams to consider their impact on the bigger end-to-end procurement process, with a view towards creating efficiencies, realising savings and improving services for customers.
Executive Director, Procurement Rod Treadwell said the day was the first in a series of events being
planned by Procurement to bring about cultural change and foster a cross-functional approach to their work, leading to improved business outcomes for customers.
“It was a useful exercise in mapping and comparing pain points across our teams,” Rod said.
“As a result we now have some great ideas for addressing these sources of frustration – through improving our communication, streamlining our approval processes, and providing clear, standardised processes and templates for our teams to follow.”
The day, organised as part of Procurement’s Follow the Bouncing Ball program, received overwhelmingly positive feedback from participants, with more than 90 per cent of participants agreeing that it will enhance the ‘one Procurement’ team spirit and approach.
KEY TAKEAWAYS
“A great opportunity for team members to collectively brainstorm and map out pain points/what works well”
“It highlighted within the group some misconceptions about the end-to-end process and confirmed the need for ongoing collaboration”
“The group input gave a clearer understanding of where we all fit into the whole process”
“We need to engage/partner with suppliers holistically”
“When operating in our silos we must appreciate we are part of a bigger process”
“Promoting ‘One Team – Procurement’ – creating empathy across business lines; understanding pain points within each unit and how that impacts downstream BAU”
Addressing the pain points
1 Develop standardised processes and templates
2 Consider automation where needed/possible
3 Provide timely and accurate communication
4 Provide timely approvals to avoid downstream delays
5 Incorporate change management to keep key stakeholders in the loop
Participants of the Procurement breakout day
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HealthShare NSW News December/January 2018
Staff enjoying the Living Well HubThe Living Well Hub celebrated its six month anniversary at the end of 2017 and now has more than 2,250 active users. Our web stats show there has been strong interest in staff benefits and private health insurance offers along with healthy eating and recipes.
The Living Well Activity Challenge has also been a popular feature on the Living Well Hub. It is a six week holistic challenge with a weekly focus on steps, sleep, nutrition and hydration. In the first six months of the Hub being live there were 812 participants and a high of over 5 million steps in one day, with an overall improvement of energy levels and awareness of the importance of physical activity reported by our staff members.
Here’s what you said about the challenge
“It made me enjoy the work day more”
“I have enjoyed having friendly competition between teams and
team mates. I also love the accountability and continued motivation this challenge offers”
“Overall awareness of my activity levels has been a huge factor in improving my health
and wellbeing”
“It gave me the push I needed after
returning from my maternity leave”
Springday phone application updatesThe Springday phone app was launched in September 2017 to provide a simplified version of the Living Well Hub with easy access to the Living Well Activity Challenge, staff benefits and integration of steps from the default phone applications including sHealth and Apple Health.
We have listened to your feedback and are working on upgrading the phone app to make it easier to navigate and access the Challenge, and more personalised so you can start setting goals and get more recipes and information on strategies for healthy eating.
The Living Well Hub in numbersIn the first six months of the Hub being live.
1,003Staff set a wellbeing goal
>36,000User sessions
812Activity challenge participants
What’s coming in 2018n Springday phone application updaten More staff benefitsn A focus on nutrition and healthy
eatingn More challenges around nutrition
and sleepn More access to mental health
resources and programs
To join or log back into the Living Well Hub, visit www.livingwell.myspringday.com.au or download the Springday phone app in Google Play or the App store today.
Robert Lagaida recognised in Australia Day honours list HealthShare NSW and eHealth NSW’s recently retired Executive Director of Finance, Commercial and Corporate Services, Robert Lagaida, was recognised in the 2018 Australia Day honours list.
Robert was awarded the Public Service Medal “for outstanding public service to financial management in the health care sector in New South Wales.” He retired in late-2017 after devoting 27 years to the wellbeing of the people of NSW through a stellar career with NSW Health.
HealthShare NSW Chief Executive Dan Hunter said HealthShare NSW and eHealth NSW would not be the successful organisations they are today without Robert’s hard work since the 2006 establishment of HealthShare NSW, which then incorporated the functions of what would become eHealth NSW.
“Robert introduced modern business practices to a system that had previously been fragmented, inefficient and duplicated,” Mr
Hunter said. “As a driving force and a guiding light, Robert ensured that corporate and patient support services to the public hospital system in NSW became efficient, responsive and respectful.”
The shared services model Robert helped to create has translated into savings for NSW Health of around $90 million per annum on a recurrent basis, said eHealth NSW Chief Executive Dr Zoran Bolevich.
“What a legacy Robert leaves, knowing that those cost savings can be redirected to patient care at a time of increasing pressure on our public health system,” Dr Bolevich said.
Mr Hunter added: “Robert set a great example for us – as an exceptionally hard working and disciplined person, but also as a generous mentor and a cheerful and positive force in the daily life of the business. While he worked assiduously to fundamentally improve the health system, his quirky sense of humour made every day enjoyable.”
EnableNSW changing livesEnableNSW received a lovely email from one of their customers in the lead up to Christmas.
Gillian and Richard Bonser wrote to the team to let them know “how much we appreciate EnableNSW and what a difference you have all made in our lives.
“The wheelchair has meant so much. I have been mostly housebound for some time. I had a small travelling wheelchair that I had bought that I kept in the car but couldn't sit in for long due to the lack of support. It was too heavy for my husband to lift in and out as he has myotonic dystrophy.
“The new wheelchair has meant I can sit outside in the sun and watch my one year old grandson play. I have been able to plant vegies in some raised garden beds that were put together by friends to work with the new wheelchair. To many these may seem small things but for me it has changed my life in very real and wonderful ways. I have recently got taxi vouchers and can now travel with my new wheelchair by taxi into my local shopping centre just to have lunch or a coffee with my husband.
In the midst of the challenges EnableNSW has been a high point with the wheelchair and bed both greatly improving our lives.
You do wonderful work and bless so many and I thank you for all your efforts. I have nothing but positive things to say about EnableNSW and the quality and care of your work. We have always experienced outstanding customer service and genuine concern from professional yet friendly and customer focused staff. You should all be very proud of the excellent work you do.”
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HealthShare NSW News December/January 2018
An Amazing Race at the Service CentresService Centres Newcastle and Parramatta had Christmas parties with a difference in December, with each Service Centre forming teams and doing an Amazing Race around the local area.
“I thought this would be a great team building experience that would break down barriers and pull all the teams together,” said lead organiser Jeffrey Bond who is a Data Analyst with Business Performance.
Two separate events involving 382 staff were held over two days.
“We divided each race into legs with pit stops where teams were required to solve clues, navigate themselves to different areas or perform physical and mental challenges,” said Jeffrey.
Service Centre Newcastle started at Charlestown Oval, solving a clue and using a compass to get to the first pit-stop to find the HealthShare NSW parked car – “I’m parked at Charlestown Square, come find me there. You’re looking for Dan, which is not our man”
(parked at Dan Murphy’s). From here they were taken through the shopping centre and up and down the highway, ending up back at Charlestown Oval where the day finished with a BBQ.
Service Centre Parramatta started with each team building a human Christmas tree. They then travelled around Parramatta completing
activities and challenges on the way, from finding history in Parramatta, to finding a parked car. The eating challenge was a highlight – “Without using utensils, your hands, or assistance from your team, you must find the blueberry in a bowl of cream to obtain your next clue”. The day finished with a buffet lunch and a Hawaiian and Polynesian show.
A working party was formed for each Service Centre with a
volunteer from each team. “Thank you to everyone who helped organise the days – the hard work and planning paid off. Both days were amazing and a great team building experience,” said Jeffrey.
“On behalf of Shared Financial
Services thank you for organising the
most fantastic team Christmas event. Everyone who
participated has been raving about
it. I think it has really added to the
team spirit. Well done!”
Glenn Hackenberg, State Manager, Shared
Financial Services
SERVICE CENTRE PARRAMATTA
The Amazing Red team The Bye Felicia team
The Contractors
The Hollys
The Jingle FAT Ties
The Raymonds Angels
The Vauxhall team
The Finance Fixers
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“It was an absolute pleasure to attend your Christmas event. I have never seen an internally planned event quite like it and it is a real credit to you. It’s a great indicator
of the fantastic culture that we are developing in our
Service Centres.” Dan Hunter
SERVICE CENTRE NEWCASTLE
The All Day Knighters
The Fruitcakes
The Full of BS (Business Support) team
The Mel Kalikimaka team
The Mighty Minions The Purple Posse
The Santa Warriors The Village People
The Purple Wacky Wigs
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HealthShare NSW News December/January 2018
Gaining insights through journey mappingEnableNSW has experienced the benefits of mapping its interactions with consumers and prescribers as part of a workshop facilitated by the Customer Experience (CX) team.
Beginning with a persona building exercise, where the EnableNSW team developed fictional ‘customers’ based on their real consumers and prescribers, the session then delved into the customer journey – including the thoughts, needs and expectations consumers and prescribers have when interacting with EnableNSW programs.
EnableNSW Team Leader, Mellissa Saba said taking time out from day-to-day work to consider processes and interactions from the customer’s perspective would have flow on benefits for service delivery.
“In a patient-focused work environment such as Health, when we put our customers first and really
begin to understand their journey and gain their insights, we will in turn serve them better,” she said.
Persona building and customer journey mapping allow us to build empathy around the customer, and help ensure our processes are customer-centric, rather than internally driven.
Evan Hall, also from EnableNSW, was closely involved in the development of the organisation-
wide HealthShare NSW customer journey maps and said the CX template was a great tool for delving into the detail for each unique customer group.
“It was encouraging to see so many people really clue in to what this work is all about, and I could see their thinking change throughout the session,” he said. “It will be great to see each team take this on for their own unique customers.”
To arrange a customer journey mapping workshop for your service line, email the CX team at [email protected]
EnableNSW staff in their journey mapping workshop
Payroll Services – the new name for ETSEmployee Transactional Services (ETS) has changed its name to Payroll Services to better reflect the nature of its work.
One of HealthShare NSW’s strongest customer touchpoints, Payroll Services provides a range of payroll processing services, including on-boarding, assignment changes, payroll operations (producing payment), leave and separation.
The new name, which took effect in late January, is expected to provide further clarity for customers seeking information and assistance with payroll-related matters.
