The Mackay Hospital and Health Service (MHHS) feedback line for obstetrics and gynaecological services was established in October 2021 in response to consumer feedback.
A Consumer Case Management Pathway was then established for those women who have provided feedback about their obstetrics and gynaecology care to the dedicated feedback line.
Importantly, this pathway was tailored to meet the specific needs of women within the MHHS and it reflects the best practice approach in such circumstances.
The Consumer Case Management Pathway was a voluntary ‘opt in’ pathway that provides the opportunity for any women who has come forward to have their medical care externally reviewed by an obstetrician and gynaecologist, and midwife (if appropriate). More information can be found here.
Central to the Consumer Case Management Pathway was a panel of clinical experts. The panel Chair is obstetrician and gynaecologist Dr Vijay Roach, Immediate Past President of the Royal Australian and New Zealand College of Obstetricians and Gynaecologists (RANZCOG) and Chair of the Council of Presidents of Medical Colleges (CPMC). The other members of the panel include:
- Michael Permezel AO, Emeritus Professor in Obstetrics and Gynaecology, University of Melbourne
- Professor Caroline Homer AO, Past President of the Australian College of Midwives
- Dr Amelia Bock, Director of Obstetrics and Gynaecology Northeast Health Wangaratta
- Dr Rachael Hickinbotham, Visiting Medical Officer in Obstetrics and Gynaecology in Sydney’s North Shore
- Dr Helen Cooke, Clinical Midwifery Consultant, Board member ALSO Asia-Pacific
The Consumer Case Management Pathway provided the opportunity for a woman to have her care at Mackay HHS reviewed by a member of the panel. The process included a full review of medical records, the opportunity for women to discuss their experience, and the clinical care they have received, and a discussion of the need for any ongoing treatment.
Mackay HHS has also facilitated emotional support for women with identified needs through referral to an independent service provider.
The tailored case management approach developed for women in the Mackay HHS incorporated an open disclosure type process and this guide is another useful resource along with information and material that are already being provided directly to women involved.
As part of the next steps in the pathway there is an offer for a further meeting with a senior representative of the Mackay HHS, along with a member of the Clinical Review Committee if requested, to discuss the outcome of their review and speak about their experience. These conversations are underpinned by the open disclosure process.
To learn more about the open disclosure process, please view the following documents:
- Open disclosure for consumers and carers
- Open disclosure: Patient Guide
- Open disclosure: Preparing and participating
Entry to the feedback line and Consumer Case Management Pathway has closed. The feedback line has transitioned to the established Mackay HHS consumer feedback and handling process for any consumers with concerns about their care. Consumers will continue to have the opportunity to provide feedback on any matter – including obstetrics and gynaecological services – through our usual process with follow up as needed coordinated through patient safety.
You may provide feedback by email at MHHSFeedback@health.qld.gov.au, by phone on 07 4885 7690 or by completing an online feedback form at https://www.mackay.health.qld.gov.au/get-involved/your-feedback/.
For those women who participated in the Consumer Case Management Pathway your contact will continue in the same way with the Consumer Liaison Team by email at MHHS_PatientExperience@health.qld.gov.au, or by phone on 07 4885 6245.