NHD Ep 23 (season 2) – Remember that name!

NHD S3 Ep2: Tools of the Trade

This episode showcases useful toolkits for improving care and services in any sector. Simple. 1. THE POINT (Time: 1:30) Everyone deals with complaints and there is both an art and a science to it. We look at complaint handling resources from Victoria that are useful for all human service sectors. The Victorian Ombudsman’s practice guides...

NHD Season 3 Episode 1: Keeping Up With Jones

We’re kicking off a new season. Why? Because we want to! You’ll find some new segments and old favourites – and a fair bit of fearless facing of AI in improvement and clinical governance. In Ep 1 you’ll find a reinforcement on what leaders want in a quality management system; a reminder about the cost/quality...

NHD (Season 2 Ep 25) Life Rewards Action

Life Rewards Action (whether it’s wardrobes, email or org-wide culture change…) Worried about your ‘culcha’? See your CEO and board earnestly nodding about ‘improving’ culture/creating a ‘culture of quality’ – and then looking expectantly at you? Don’t break out the powerpoint: we have the good oil on the practicalities of shifting culture for happier staff...

NHD Ep 24 (Season 2) Strategy Before Action

1. QUALITY QUANDARY (Time: 0.15) We’ve all been in this Quandary: how to get those docs to engage in improvement? No magic wands here but some useful tips that go beyond ‘Pleeeeeeese!’ Thinking about what they need before what you need is a great start. Jones B, Vaux E, Olsson-Brown A. How to get started...

NHD Ep 23 (season 2) – Remember that name!

1. The Point (Time: 00:15) The evidence is in! Consumers are invaluable on patient safety investigations. From April 2025, the latest Hibbert research – Perceptions and Experiences of Consumer Representatives on Patient Safety Investigation Teams: A Qualitative Analysis. https://onlinelibrary.wiley.com/doi/10.1111/hex.70281 2. QUALITY HACK (Time: 16:15) We’ve all heard loads of bright ideas for remembering names –...