This PDSA was collaboratively developed with a GP clinic in St Kilda, Victoria. You are welcome to use this.
Plan:
- Objective: Introduce patient education material to TAC claim patients to raise awareness of the claims process, establish reasonable expectations, and emphasise the importance of truthful disclosure of pre-existing conditions.
- Target audience: TAC claims patients.
- Develop educational material: a. Create informative brochures, pamphlets, or flyers explaining the TAC claims process, including key steps, timelines, and relevant contact information. b. Include sections addressing common questions, concerns, and misconceptions about the claims process. c. Emphasise the importance of disclosing pre-existing conditions truthfully and their impact on the claims assessment. d. Prepare the material in multiple languages to cater to the diverse community, considering the main languages spoken in the community.
- Translate the educational material: a. Identify the main community languages based on demographics and language preference data. b. Engage professional translators fluent in the identified languages to ensure accurate translations. c. Verify the translations for accuracy and cultural appropriateness.
- Design distribution strategy: a. Collaborate with healthcare providers, community organisations, and clinics frequented by TAC claim patients. b. Create a plan to distribute the educational material to these locations. c. Train staff members at these locations to provide the material to TAC claim patients in their preferred language. d. Ensure an adequate supply of educational material is readily available at all times.
- Establish a timeline for the implementation of the plan.
Do:
- Distribute the educational material to healthcare providers, community organisations, and clinics.
- Train staff members at these locations to hand over the education material to TAC claim patients in their preferred language.
- Monitor the distribution process to ensure an adequate supply of materials and identify any potential challenges or bottlenecks.
- Gather feedback from healthcare providers, staff members, and TAC claim patients regarding the usefulness and effectiveness of the educational material.
Study:
- Evaluate the feedback collected from healthcare providers, staff members, and TAC claim patients.
- Assess the reach and impact of the educational material on raising awareness and promoting reasonable expectations among TAC claim patients.
- Analyse any changes in the understanding and adherence to the process and the level of truthful disclosure of pre-existing conditions.
- Identify any areas for improvement or modifications to the educational material or distribution strategy.
Act:
- Based on the study findings, make any necessary adjustments to the educational material to enhance its effectiveness.
- Modify the distribution strategy or identify additional channels to reach TAC claim patients effectively.
- Continue monitoring the distribution process and gathering feedback to ensure continuous improvement.
- Share the results and outcomes of the initiative with stakeholders to highlight the importance of patient education and encourage ongoing support for similar initiatives.