EDITION 35
OCTOBER 2024
Patient Feedback - NSLHD Thematic Analysis 2023/2024
The thematic analysis is a yearly report that presents themes identified from the qualitative compliments and complaints data captured in ims+, the Real Time Patient Experience Survey (RTPES) feedback captured in the Quality Improvement Data System (QIDS), and the Patient Reported Measures Program data captured in the
Health Outcomes and Patient Experience (HOPE) Platform. Most patients reported high-quality care , evidenced by:
A Net Promoter Score of 8.83 out of 10 for adult admitted patients, (RTPES data). 93 per cent of respondents rated their Outpatient care as “very good” (HOPE data).
55 % increase in compliments received from patients/family/carers (1000 compliments received and captured in ims+) and a 3 per cent decrease in complaints received from patients/family/carers since the last reporting period (ims+). From the ims+ data, the main themes found in complaints are related to Communication; Clinical care, Treatment and Safety (focusing on examination and treatment, and coordination of patient care); Patient Rights and Humaneness; and Management of Facilities. Teach-back Several recommendations in the thematic analysis have been made to improve the patient experience. One of these recommendations relates to increasing the use of teach-back when communicating with patients and consumers. The teach-back method is a way to check understanding by asking patients to state in their own words what they need to know or do about their health. My Health Learning has an easy online module explaining this method. Staff are encouraged to complete the training to familiarise themselves and increase their understanding of this useful method ( Learn about teach-back - MHL code 409377612). New services successfully ‘go-live’ with patient reported measures (PRMs) The RNSH Menopause Hub and Greenwich Ambulatory Rehabilitation Service went live in July and Aug 2024 to use the Health Outcomes and Patient Experience (HOPE) IT platform and begin embedding patient- reported outcome measures (PROMs) in clinical care. The Menopause service is now using the Menopause- Specific Quality of Life measure (MENQoL) and Greenwich Ambulatory Care is now using the Assessment of Quality of Life – 6D measure (AQoL-6D) . These measures were selected based on the recommendation of state-wide clinical networks and consumer groups to help teams identify and measure what matters to patients. We look forward to supporting the teams as they continue to progress toward business as usual. For more information about using PRMs please contact the NSLHD PRMs Team via nslhd- prms@health.nsw.gov.au. Gathering Of Kindness Week 2024
Across NSLHD Gathering of Kindness Week will be held between 11 - 15 November 2024 to continue conversations about kindness and compassion in healthcare. This year’s theme is ‘Kindness is my Superpower’ .
Following the success of last year, NSLHD is again setting a challenge to capture 160 Tales of Kindness from across the district during Gathering of Kindness week, to celebrate the impact kindness can have on people and places. More information to come. In 2023, 167 tales were captured through the NSLHD compliment portal. Staff are encouraged to reflect on the act of kindness and how it can potentially make someone’s day. In-person events are also being planned. More information will be out soon on events happening locally. Posters, banners and cards are now available to download for departments from the Gathering of Kindness Ministry of Health intranet page. If you have any questions, please don’t hesitate to contact us at NSLHD- ThePatientExperience@health.nsw.gov.au. Online events are happening every day during the Gathering of Kindness week hosted by the Ministry of Health in partnership with the Hush Foundation. Register to join online events and be immersed in new ideas and innovation, reinforcing best practices and introducing new information. View the full MoH Gathering of Kindness 2024 program to find out more.
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