Safety & Quality Account 2020-21 | 2021-22 Future Priorities

Patient experience matters

Improving the Patient and Carer Experience WSLHD Safety & Quality Account

How we measure and what we do

SNAP SHOT of Results for 2020-2021

At WSLHD, understanding our patients’ experiences, celebrating what works well, and identifying where we can improve is essential to our organisation. We have various measurement tools including; the state-wide Bureau of Health Information (BHI) patient experience surveys which measure patient experience across all NSW hospitals and our local real time My Experience Matters (MEM) survey. Over the last 12 months we have worked across WSLHD to improve our feedback services. We have developed clear user-friendly information for patients, families and carers in our feedback brochure. The WSLHD Feedback Framework has also been published to ensure there are clear and transparent systems in place to address what our patients have to tell us.

WSLHD Inpatient 1752 total surveys: Patient experience rated at

90% satisfaction

PATIENT EXPERIENCE IN THE COVID-19 PANDEMIC

MY EXPERIENCE MATTERS (MEM) SURVEY Our MEM data is reported at a facility and unit level to identify

Since early 2020, WSLHD has implemented surveys to capture patients’ experiences of telehealth support for patients isolating at home during the COVID-19 pandemic. In the COVID-19 testing stations, surveys have aided in troubleshooting issues quickly. As a result of feedback, signage at testing stations was improved to ensure easy access. Surveys have also provided the opportunity for members of the public to give compliments to our staff. A patient experience survey was also developed in the COVID-19 Vaccination Hubs. This has provided valuable insights and improvements into access to interpreters, information about how the shuttle bus system operates, with a huge number of compliments received about the staff. In April 2020, 499 surveys were completed in the COVID-19 Vaccination Hub, and over 3,000 surveys completed in May 2020. As our clinics adapted outpatient services to respond to the pandemic and implement telehealth options for clinic appointments, we updated the existing outpatient survey to include questions on patients’ experiences of telehealth. Results have indicated overwhelmingly positive experiences, with patients appreciating the option to communicate with their clinician virtually and not always having to travel to our facilities. Over 2,000 surveys were completed in January 2020 - May 2021. PATIENT EXPERIENCE OF TELEHEALTH

WSLHD Outpatient 1473 total surveys: Patient experience rated at

and inform improvement strategies. Currently there are 72 active surveys on the platform including the Inpatient Outpatient, Carer, Community and Emergency Department surveys as well as multiple special project surveys. Over 42,000 patients have provided feedback since we implemented the MEM platform in 2017. The number of responses increases each year.

92% satisfaction

Mental Health Service YES (Your Experience of Service)

Inpatient Services 1580 surveys returned: Patient experience rated at 73% satisfaction

Ambulatory (Community) Services 945

surveys returned: Patient experience rated at

94% satisfaction

PHOTO: WSLHD Qudos

Vaccination Centre. Mary Salib getting vaccinated.

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