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Service charter

The NBA service charter provides an opportunity for further business improvement to enhance the way the NBA conducts its day-to-day business. In essence, the service charter outlines:

  • the ongoing commitment to the high standard of service that stakeholders have come to expect from the NBA
  • the expectations that the NBA has of its stakeholders so that they can help the NBA deliver the highest standards of service.

The service charter provides a streamlined feedback mechanism. The NBA is committed to providing a high level of service to all stakeholders and welcomes feedback on its level of service on an ongoing basis. Stakeholders can provide feedback directly to the NBA via the NBA website at www.blood.gov.au/feedback. Feedback is recorded, monitored and acted upon as appropriate, with a view to improving performance and, ultimately, the NBA’s level of service.

The NBA received one compliment in 2019-20.

 a baseline audit to identify opportunities for improvement”. Alana has a background in theatre nursing and now works as a quality coordinator at the Mater Hospital Brisbane. She is in the final year of her PhD, the focus of which is to investigate barriers to the implementation of patient blood management guidelines. The project aims to determine which interventions and implementation strategies best influence the uptake of evidence based patient blood management recommendations. The published paper details one strategy called “tailored audit and feedback”. Following an audit, the challenge was to work out how to communicate the results to prescribers, and a flowchart was developed to help augment conversations explaining recommended practice. It enables prescribers to see clearly where they can focus their improvement work to enhance the care provided to patients. Haemovigilance Award. In 2019, the recipient of the $500 Best poster/oral presentation on haemovigilance award was Ms Debbie Pinchon for her poster “Haemovigilance in WA – what does 3 years of state-wide reporting tell us?”. Debbie has worked as a nurse and a midwife in the UK and Australia, specialising in haematology, transfusion and haemovigilance for the past 19 years. She completed her MSc in Health Professional Leadership in 2007 and has published papers in international peer-reviewed journals. Previously, Debbie was responsible for the implementation of anaemia management throughout WA’s tertiary Women and Newborn Hospitals, has led a large number of practice improvements in relation to patient blood management and the safe and appropriate use of blood products and its alternatives. Debbie currently works at the WA Department of Health and has a particular interest in the management of transfusion reactions and haemovigilance and is passionate about improving clinical transfusion practice. Debbie attributes the award success to her colleagues, peers and the teams who continue to commit to reporting, investigating and submitting transfusion related adverse events over the years. She emphasised that success is the result of teamwork fundamental to WA’s success and progress in haemovigilance.