When Bairnsdale Regional Health Service’s (BRHS) Robyn Adams began an awareness campaign for BRHS staff about one of its key patient welfare programs, it became a family affair.
Robyn, a postgraduate nurse educator and resuscitation coordinator with BRHS’ learning, support and development unit, is also a leading advocate for the hospital’s RAISE program.
RAISE encourages patients or their loved ones to come forward and raise any issues they might have about the care they or their loved ones are receiving.
The innovative program is a three-step process that is aimed at keeping the lines of communication open.
It is supported by posters in all parts of the hospital, brochures for every patient and a short video that appears any time a patient’s TV is switched on to alert patients and visitors to RAISE and more confident if they or a loved one has any concerns about the care BRHS is providing.
Through September, Robyn is leading a “refresher” campaign educating all staff, especially those new to BRHS, about the program and their role within it.
This includes a new online training module for all staff, with prizes from local businesses drawn at random weekly intervals for staff who complete the module.
Robyn’s four children – Damien, Katie, Brandon and Brad – have donated a gift basket for one of the weekly prizes.
“The RAISE project enables our patients and families to escalate concerns, if they have any, while they’re a patient or a visitor to the organisation. For the past few years we have been providing our staff and community with knowledge about the process so people can feel confident about using the process,” she said.
“As a BRHS employee and a registered nurse, it’s important to me that patients and families are confident to raise their concerns, and as a daughter, wife, sister, auntie and friend, it’s important to me that my loved ones will be heard if they have any concerns.
“Families know their loved ones. They can see changes in their loved ones really quickly. At BRHS, we recognise this and we want people to advocate on behalf of the patients. And I’m very proud that my children are happy to take the initiative and put themselves out there for a worthy cause.”
The Adams’ support for Robyn’s work isn’t surprising. Robyn’s father Peter Ferguson – the kids’ grandfather, got on board to back RAISE at its inception.
“Three years ago, my dad generously volunteered to be the first consumer to be photographed for one of our RAISE posters. Dad was frequently using our services. He was being treated for cancer, and he felt that RAISE was an important concept for our patients and their families,” Robyn said.
“Unfortunately, Dad lost his battle with cancer late last year but his legacy remains throughout the organisation, and of course now we have a variety of consumers represented on those posters.”
Brandon Adams said RAISE was a great initiative, and seeing Peter’s image on some of the RAISE posters comforts the whole family.
“He was always a carer, so having him at the forefront of that on the poster is fantastic,” he said.
“It gives people the confidence to approach staff with questions, to work out if they’re on the right treatment plan or they feel something is not right.”
