APRIL 2023
EDITION 24
Partnering with Consumers Standard
Consumer And Patient Experience
HOW TO RECRUIT A CONSUMER ADVISOR
For inquiries, contact the Consumer and Patient Experience (CAPE) team NSLHD-ThePatientExperience@health.nsw.gov.au involvement and provide respect for their viewpoints and contributions. Are you looking recruit a consumer adviser? Follow the 3 easy steps to recruit a consumer advisor on the intranet. Consumers bring unique and different perspectives to all parts of service development, delivery and governance. They work with NSLHD to improve how we deliver care and how we can create a positive experience when patients, carers and families receive care. Consumer Advisors give their time freely and are not remunerated for their contributions. Please consider how you will value their input and
AUSTRALIAN CHARTER OF HEALTHCARE RIGHTS
The Australian Commission on Safety & Quality in Healthcare (the Commission) launched the 2nd edition of the Australian Charter of Healthcare Rights (the Charter) in 2019. The Charter supports Standard 2: Partnering with Consumers as it describes what consumers, or someone they care for, can expect when receiving health care and is an important component of health literacy understanding. The charter must be accessible for consumers and staff in your clinical area. Many other additional resources including translated copies of the Charter, audio files, a consumer guide and top tips for safe healthcare are available on the ACSQHC website at this link Charter Resources. The Charter is displayed in all NSLHD facilities and is available for download from the ACSQHC website and for ordering from Design and Print services on these codes - NS08887K and NS08887P A Braille version of the Charter is available from the Safety and Quality unit in each NSLHD facility and service. NSLHD REAL TIME PATIENT EXPERIENCE SURVEY (RTPES) The RTPES provides a platform to receive timely patient feedback and has been available in all NSLHD adult inpatient wards since 2021. Each unit/ward can pro-actively view and respond to their own patient feedback allowing for patient safety and quality issues to be addressed timely to improve the patient experience. Contact your manager for more information on your RTPES results. To gather real-time feedback, two questions will be asked of inpatients who have been discharged on the previous day. The information collected from the surveys is reported on the the Patient Experience Survey dashboard on the Quality Improvement Data System (QIDS) . A number of reports on the dashboard is available including the Net Promoter Scores (a scale to represent the likelihood a person recommends a service). The dashboard provides real- time patient experience feedback and updated hourly. Posters are now available to raise awareness of the program. Print versions can be ordered through design and print catalogue NS12815 or available to download an e-version pdf. Contact the CAPE team for more information NSLHD-ThePatientExperience@health.nsw.gov.au
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