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Video transcript: Improving Together – Very High Intensity Users (VHIU)

A case study of the VHIU team, dealing with people who frequently attend emergency at Middlemore Hospital. (English, 3 min 19 seconds)

Ta-Mera Rolland, VHIU Team Member

[Ta-Mera Rolland, VHIU Team Member, intercut with footage and an image of a patient]

Ta-Mera Rolland: The VHIU team or the V H I U team, it stands for the very high intensity users team, and it’s a team of health professionals, who work with people who frequently attend the emergency care department at Middlemore Hospital.

We go to the patients homes, and we find out what they need support with to be able to manage their health issues, and to help make sure that their not coming to hospital when they don’t need to.

So with PDSA cycles there a great tool to use to test changes, or to test out ideas for changing.

Lucy Hall, VHIU Co-ordinator & Physiotherapist, and Tua Teara, VHIU Team and Social Worker

[Image of the PDSA cycle diagram, with a zoom in to Step 1 Plan, followed by footage of Lucy Hall, VHIU Co-ordinator & Physiotherapist, and Tua Teara, VHIU Team and Social Worker, working together.]

Lucy Hall: A change idea is that we try and get some framework around the goal setting at the beginning of our session. So were predicting that, in terms of what were doing we will be able to build a good report, we will be able to get information that will allow us to help our patients to frame up some thoughts, around what their wanting to achieve.

[Image of the PDSA cycle diagram, with a zoom in to Step 2 Do, followed by footage of Lucy Hall, Tua Teara and patient Natasha at her home.]

Lucy Hall: Natasha today I’ve been really lucky to bring along my college Tua here, who is a social worker with our VHIU team.

Natasha: I kind of need these guys to guide me, and show me how to probably keep myself more well and you know, stop and think about myself.

Lucy Hall: Being able to care for your daughter is the most important thing for you, is that right?

Would that be sort of were you're at?

Natasha: That’s, it is, yep.

[Footage of Lucy Hall and Tua Teara working together.]

Lucy Hall: I don’t think she understood when you mentioned goal.

Tua Teara: I feel that she didn’t really understand, there was some body languages there.

[Image of the PDSA cycle diagram, with a zoom in to Step 4 Act, followed by an interview with Lucy Hall]

Lucy Hall: So we went out and did our goal setting groupings of PDSAs and were finding that the information were getting was fantastic from our patients, and that allowed us to adapt or adopt that methodology in terms of it became standard practice that we use with all our patients.

[Image of the PDSA cycle diagram, followed by interview with Lucy Hall and footage of patient.]

Getting the whole team around the table, in terms of coming together, looking at what were trying to do, really improved our communication and our teamwork processes and practices, and we had a lot of fun.

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