Essential metrics MEASURE
STRATEGIC OUTCOME 1 (continued)
TARGET
Overall Patient Experience Index (Number) Adult admitted patients
What does success look like? » Patients and carers are active partners in their care, and have the knowledge to make informed decisions. » Hospitals and services are culturally welcoming, safe and responsive to the diverse cultural needs of our community. » Aboriginal and Torres Strait Islander people are identified when they attend our hospitals and services and receive culturally safe and clinically appropriate high quality care. » Preferred language and interpreter need is recorded in all clinical records and interpreters are provided to patients in a timely manner. » Care is individualised and responsive to patient and carer values, needs and preferences. » Patients, carers and families feel comfortable to ask questions and receive answers in their preferred language or communication method. » Patients and carers have positive experiences of care with high Patient Reported Measures survey response rates.
≥ 8.7 ≥ 8.6
» Patient and carer feedback is incorporated into safety and quality improvements. » Consumers and the community are represented and actively involved in all aspects of hospital and service planning, development, implementation and evaluation. » Service design and models of care reflect patient, carer and consumer input and feedback including through Patient Reported Measures. » People with a disability have their disability accurately documented, with additional support needs clearly identified in their clinical records and care is provided in a way that considers specific adjustments that may be required. » Carers are identified in the patient’s clinical record to facilitate decision making about treatment and care. » Patient Reported Measures are used to improve healthcare and support person-centred and value-based care. » Full accreditation against the National Safety and Quality Health Service Standards.
Emergency department
Patient Engagement Index (Number) Adult admitted patients
≥ 8.5 ≥ 8.5
Emergency department
Mental Health Consumer Experience: Mental Health consumers with a score of Very Good or Excellent (%) Patient-reported Experience Measure surveys with a score of Very Good (%) Aboriginal and Torres Strait Islander identification in Emergency Department reporting (%) Aboriginal Culture: Respecting the Difference all-staff training completion (%)
≥ 80
≥ 70
≥ 90
≥ 60
Enabling plans NSW Health » Elevating the Human Experience – Our Guide to Action (2020) NSLHD » Partnering with Consumers Framework (2021-2026) » Carer Strategy (2018-2023) » Disability Inclusion Action Plan (2018-2022)
» Aboriginal Health Plan (2017-2022) » Multicultural Health Plan (2020-2024) » Core Values and Behaviours Charter (2017) » Clinical Governance Framework (2022-2025)
30 NSLHD Strategic Plan 2022-2027
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