NSW Health WSLHD Safety & Quality Account 2020-21

Our Hospitals

AUBURN Throughout 2021-2022, the staff at Auburn have been focused on patient and carer experience. Connection to family and culture has always been important, but never more so during the COVID-19 pandemic. Multicultural Garden, Auburn Hospital The Auburn Hospital Multicultural Garden is a newly created space for patients, staff and visitors to improve mental state and emotional wellbeing whilst receiving care at Auburn Hospital. Co-designed with consumers, this space enables linkage to country, supports cultural rituals and provides a natural environment for patients and families to better connect during their time in hospital, improving overall patient experience. My Experience Matters, Quality and Safety, Auburn Hospital The My Experience Matters surveys drive improvement at Auburn Hospital. During COVID-19, the number of surveys being completed decreased significantly as the Consumer Ambassador was no longer able to visit wards to collect patient surveys on a dedicated iPad.

To address this, Auburn implemented a Message Direct Service (MDS). This meant that all patients discharged from Auburn hospital would receive a text message inviting them to complete the My Experience Matters survey. Response rate via MDS platform increased to over 10% of all patients discharged, which provided hundreds of survey responses. This increased response rate enables a more accurate data collection, a better understanding of patient experience and identification of opportunities for quality improvement. The My Surgical Journey booklet is a resource developed to inform patients and their families of what to expect when they come into Auburn Hospital for surgery. The booklet includes information about what kind of questions you may be asked, what fasting means and how to do it and contains information for carers on how to care for someone at home post-surgery. This resource was developed for all booked admissions, aiming to improve patient knowledge and understanding of the surgical journey to alleviate some anxiety about admission The booklet was translated into five languages to ensure residents of Auburn had equitable access to this resource. A specialised patient survey has been developed for use to evaluate this program. This survey will utilise the My Experience Matters core questions relating to involvement in care, kindness and respect and likelihood to recommend whilst also asking specific questions related to the My Surgical Journey booklet. Implemented in May 2021, results show 91% of respondents knew what to expect prior to their surgery due to the use of the booklet. My Surgical Journey Booklet, Department of Surgery, Auburn Hospital

Left: Auburn Recycling project receives Banksia award. Left to right: Alex Robertson (Cans for Kids founder), Kristina Roberts (Project coordinator-senior nurse manager), Carlos Chaves (General Service Manager). Right: Auburn Spiritual Garden Opening. Blacktown Paediatric ward opens. Erikar Eco (Reg Nurse).

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