NSW Health WSLHD Safety & Quality Account 2020-21

Auburn Hospital

“The first impression is the most important for any service provider. The sister at the reception was extremely kind and friendly. I would rate Auburn Hospital as the best in welcoming the patients as compared to other hospitals I visited in the recent past.” –Patient Feedback

OUR CARE AT A GLANCE

How our consumers rated our services Average Experience Scores for 2022-2023

31,622 Emergency Department Presentations 1,086 Babies Born 12,910 Hospital Admissions

SCORE: 89 Overall Patient Experience Score.

SCORE: 91 I was treated with kindness and respect.

SCORE: 92 I am likely to recommend this service to my family and friends.

SCORE: 84 I was involved in decisions about my care.

Data Source: Australian Institute of Health and Welfare MyHospitals: Auburn Hospital. https://www.aihw.gov.au/reports-data/myhospitals

Building Resilience Against Verbal Escalation (BRAVE) The BRAVE project was trialled with Auburn maternity staff in April 2022 and March 2023 to

The survey results listed: • 100% of participants agreed BRAVE was vital for their area of work. • 100% of participants agreed BRAVE equipped them with tools to identity and de-escalate potential aggression incidents. • 100% of participants felt more equipped in responding to threats and/or intimidation. • 83% of participants incident they felt more equipped in management incidents of verbal aggression. • 83% of participants indicated they felt more equipped in managing incidents of physical aggression.

educate staff on how to respond effectively to people experiencing distress and effectively de-escalate the situation. The project also aimed to build staff confidence in the de-escalation process and build understanding in staff rights and responsibilities when managing aggression incidents in the workplace. The BRAVE project used staff surveys prior to and immediately after the BRAVE workshops to evaluate how participants felt about the training, including the skills and knowledge gained to de-escalate aggression.

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

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