NSW Health WSLHD Safety & Quality Account 2020-21

Clockwise from top left: Aboriginal Liaison Officer Michelle Pearce with Sarita Sharma (Registered Nurse). Auburn Hospital Spiritual Garden Opening. 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). Nadia and her daughter Breanna Long who are both midwives at Auburn Hospital.

Game of Thrombosis The Game of Thrombosis was developed to address staff compliance of venous thromboembolism (VTE) assessment via eMR using the Powerform platform. This project was centered around educating junior medical officers (JMOs) during their orientation in using Powerform comprehensively and its importance. The aim of this project was to increase the compliance of VTE risk assessments and encourage proactive completion of assessments via Powerform. JMO teams tally how many VTE assessments they complete during their rotation, as the team with the highest completion rate at the end of their rotation being awarded with 5 coffee vouchers. From January to February 2023, VTE risk assessments had increased by 216%. There had been no reported VTE hospital acquired complications (HAC) between March 2022 and July 2023.

Customer Service Training The Bureau of Health Information (BHI) and My Experience Matters (MEM) surveys identified a theme of poor customer service throughout NSW. Auburn Hospital’s Safety and Quality team alongside the Consumer Partnership Committee developed a customer service training program to help staff create positive first impressions, be self-aware to approaches in customer service, better inform patients and families about their care and use different tools to deliver high quality customer service. The training program was developed for staff who interact directly with patients and their families, with the pilot sessions being provided to administration staff across all services. 93% of participants from the pilot sessions reported feeling more equipped in recognising opportunities to improve patient experience and felt the training was well organised and easy to follow. Participants also reported positive comments in relation to the training, feeling they had the knowledge and skills to improve patient experience.

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

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