VICTORIA LAIOS

Oversee and manage three (3) health services: CareComplete, Allied Health (formerly HealthStrong) and Health Concierge

Responsibilities

• Manage complaints and clinical incidents (CCIMs) reported. Involves triaging events, assisting with CCIM investigations and chairing monthly committee meetings
• Credential clinicians for Allied Health, including limited AHPRA registration clinicians. Involves liaising with internal stakeholders (Talent Acquisition), managing credentialing queries and completing Quality Assurance (QA) audits for credentialing processes.
• Assist health services to develop clinical audit programs and maintain accreditation against standards (NSQHS).
• Communicate clinical process and procedural changes to operational leaders and frontline staff.
• Support health services to maintain Quality Improvement Plans and implement initiatives, to deliver safe and high-quality care to consumers.
• Analyse clinical outcomes, audit and complaint and incident data as part of monthly and quarterly Clinical Governance reporting.

Achievements

• Developed the CareComplete Clinical Audit program and responsible for its implementation.
• Developed an end-to-end process for compliments reporting across all Amplar Health services. As a result, compliments data is now collected on a monthly basis and reported on.
• AN-ACC Model of Care: supported Allied Health to develop a model of care in Aged Care and re-design allied health services, to align with the Australian National Aged Care Classification (AN-ACC) funding model.

Deliver CareComplete programs to Medibank members. Includes CarePoint, CareFirst and Better Knee Better Knee. CareComplete is a suite of programs that provides participants with complex and chronic health conditions the support and information needed, to navigate the health system and effectively manage their health.

Responsibilities

• Manage clinically complex participants and support them with chronic disease management. Caseload of up to fifty (50) clients.
• Provide person-centred care and empower participants to self-manage their health, in order to stay well and reduce hospital admissions
• Liaise with General Practitioners (GP’s), external healthcare and service providers to provide integrated and coordinated care for participants.
• Support participants to access health care and in-home services (My Aged Care).

Achievements

• Audit Working Party: attended working group meetings, to re-develop Care Coordinator clinical audit tool for CarePoint and CareFirst programs
• Health 360 Change Agent: assisted Quality Performance and Training (QPaT) team with software testing, data migration and roll-out of Health360 Client Record Management (CRM) system. Provided user support to VIC/TAS Care Coordinators, during initial phases of roll-out.

Eight (8) month secondment. Worked alongside the Clinical Governance Business Partner for CareComplete and HealthStrong.

Responsibilities

• Assist with management of complaints and clinical incidents. Involved formulating meeting agendas, minutes taking for monthly committee meetings and educating frontline staff and operational leaders on reporting
• Credential clinicians for CareComplete, HealthStrong and Home Support Services.
• Support Clinical Governance team with developing and implementing clinical policies, procedures and training materials.
• Utilise clinical outcomes, audit and complaint/incident data to inform process improvements in health service delivery.

Achievements

• My Home Hospital: involved in design and build of the Client Record Management (CRM) system for My Home Hospital program. Involved training Care Coordinators and Intake Coordinators at Calvary Care Adelaide Hospital to use system.
• Developed new Complaints and Incident Management (CIM) reporting learning module for frontline staff. Pre and post-training survey responses from frontline staff demonstrated improved confidence levels to identify, manage and report complaints/incidents following module completion.

Nine (9) week secondment. Worked on three (3) projects in the Quality Performance and Training (QPaT) team, to progress the implementation of Project GO and continuation of quality improvement projects.

Responsibilities

Patient Activation Measure (PAM) outliers project: reduce CareComplete PAM outlier performance from 16% to less than 10%, as per best practice guidelines

• Data analysis of PAM outlier report, to identify improvement opportunities
• Review existing training resources, Insignia Health short-videos and modules
• Liaise with clinical Service Delivery Leads, Care Coordinators and Insignia Health (external stakeholder), to develop training recommendations
• Develop training resources for National Care Coordinator training; PowerPoint presentation, one-page resource and two (2) case studies

Project GO – CareComplete Care Coordinator Induction: review existing induction package, update existing content and re-launch for Service Delivery Leads to use when onboarding new employees

• Consult with Service Delivery Leads, to identify issues with existing induction package and obtain feedback for further improvements.
• Redevelop induction resources for Service Delivery Leads and new employees; 4-week timetable, Care Coordinator induction checklist and eight (8) topic-based PowerPoint presentations.

CareComplete Documentation policy: co-developed policy with two (2) clinical Service Delivery Leads for CareComplete frontline staff

• Develop standardised clinical documentation template (ISAP) for Care Coordinators to use, when writing clinical progress notes
• Establish guidelines around where certain types of information should be documented into Health360.

Achievements

• Delivered three (3) National Care Coordinator training sessions, to provide refresher on using the Patient Activation Measure (PAM) assessment tool. Received positive feedback from Care Coordinators regarding training delivery. As of March-May 2020, the percentage of PAM outliers decreased for CarePoint (7%), CareFirst (6%) and CareTransition (12%) programs.

Worked with clients to manage various chronic conditions including Diabetes, Cardiovascular Disease, Weight Management and Gastrointestinal Disorders.

• Deliver high quality dietetic services, by performing initial consultations and reviews.
• Provide nutrition education and individually tailored advice to clients.
• Liaise with GP’s, Practice Nurses and Allied Health staff, to develop treatment plans and generate client referrals.

Delivered telephonic-based health coaching programs to Private Health Insurance members. Caseload of 100 clients.

• Supported clients to manage chronic conditions; Cardiovascular Disease, Diabetes, Chronic Obstructive Pulmonary Disease, Chronic Heart Failure and Osteoporosis

Performed annual leave cover and worked across the acute and sub-acute hospital sites.

• Provided inpatient services and work across the following wards; Aged care, Rehabilitation, Palliative care, General medicine, Surgical and Oncology.