Patient feedback in action

Three female nurses in Rockingham General Hospital uniforms standing in a treatment area
Day Procedure unit nurses and Nurse Unit Manager Sue Harris displaying the units new ‘distraction activities’.
July 16, 2018

Listening to a patient’s perspective is one of the most crucial aspects of improving the care and services provided across South Metropolitan Health Service (SMHS).

SMHS has a strong program in place for consumers to communicate with its sites and services to share their experiences, and have the opportunity for their voice to be heard.

Rockingham General Hospital’s Day Procedure Unit (DPU) has done an exemplary job of putting patient feedback into action.

DPU Nurse Unit Manager, Sue Harris, said her unit’s motto was to ensure that every patient’s journey was important to her staff.

“We are constantly looking at ways we can improve our service and our patient’s satisfaction, particularly after significant feedback on waiting times,” she said.

“As a result we have now staggered patient admission times, which has also reduced crowding in the waiting room, and offer distraction activities such as magazines, portable DVD players and puzzles.

“We have certainly noticed a difference in our patient’s demeanour and seen an increase in our Patient Experience survey results.”

Jodie McNamara, SMHS Manager of Safety, Quality and Consumer Engagement, said there was a large amount of national and international evidence around how a patient’s perspective and experience with health care can improve clinical care.

“As clinicians it is easy to get wrapped up in what you’re doing and the busyness of it all that you don’t always see things from a patient’s perspective,” Jodie said.

“By providing opportunities for patients to relay their experiences to us, we can improve our service and enhance the patient’s experience.”

Patients are invited to provide feedback to SMHS through patient liaison services, taking part in SMHS patient experience surveys, using the consumer feedback site Patient Opinion or participating in the annual patient evaluation survey.