NSW Health WSLHD Safety & Quality Account 2020-21

Patient Experience Scores are derived from the responses to the following questions: 1. Were you treated with kindness and respect? 2. W ere you involved, as much as you wanted to be, in decisions about care and treatment? 3. How likely are you to recommend this hospital or service to family and friends if they need similar care or treatment?

WSLHD -Patient Experience -Core Questions

100

Patient Experience Score

95

Were you treated with kindness and respect?

90

How likely are you to recomend this hospital or service to family and friends if they need similar care or treatment?

85

80 MEM survey response%

Were you involved, as much as you wanted to be, in decisions about care and treatment?

Target

75

Nov 22 Dec 22 Jan 23 Feb 23 Mar 23 Apr 23 May 23 Jun 23

Aug 22 Sep 22 Oct 22

Jul 22

Average scores for all inpatient responses for the reporting period July 2022 to June 2023 to the above questions are as follows:

Overwhelmingly our patients, carers and families tell us we treat them with kindness and respect; that they are very likely or likely to recommend our services to family and friends; but we need to improve how we involve them in making decisions about their care and treatment. There is a clear opportunity to improve WSLHD’s Patient Experience scores by focusing on local quality improvement projects targeting staff involvement of patients in decisions about their care. WSLHD now has a rich source of free text patient comments gathered over the last year from 40,117 My Experience Matters survey responses which are displayed in tables and word clouds.

Facility

Treated with kindness and respect

Involved in decisions about care

Likely to recommend

WSLHD

92

83

92

Auburn

91

84

92

Blacktown

92

83

90

Mt Druitt

95

87

95

Westmead

90

80

89

Performance Key:

Performing ≥85 Area for Improvement 82-<85 Not Performing as Expected <82

compassionate

kindly

thoughtful reassure patience

nurturing

understanding

“very patient” considerate

“were patient”

humble

empathy

sympathetic

“angel” “extremely patient”

gentle kind

reassuring

empathetic

Compassion Word cloud

Safety & Quality Account 2022-2023 Western Sydney Local Health District

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