E2: Learning from consumer experience

Tuesday 26 July 2022 | 13:15-14:30

Format: Presentation
Stream: Person and Family-Centred Care
Content filters: tbc

(Part One): Exceptional Experience for Everyone – Using Metrics to Lead Change

Providing an exceptional experience for our patients and their families is a goal of all clinicians and health providers. This presentation outlines the St Vincent’s Health Australia journey, the nation’s largest not-for-profit health network, towards an exceptional patient experience. We will share the ‘St Vincent’s Experience’ strategy and show how measuring the right things has taken us from average to world-leading.  

All clinicians and health providers strive to provide an exceptional experience for patients and their families. This presentation outlines the journey of St Vincent’s Health Australia – the nation’s largest not-for-profit health network – towards an exceptional patient experience. We will share the ‘St Vincent’s Experience’ strategy and show how measuring the right things has taken us from average to world-leading. 

Jane Evans, St Vincent’s Health; Australia

Kylie Preece, St Vincent’s Health; Australia

(Part Two): Real-time patient feedback and improved patient experience

Improving patient care experience is integral to improving the overall care delivery. Learn how the Peter MacCallum Cancer Centre uses real-time patient feedback to deliver more proactive, personalised, and value-driven healthcare. The Peter MacCallum Cancer Centre has implemented this tool to capture feedback from over 500 patients to understand their experience of care and service.

Kylie Thitchener, Peter MacCallum Cancer Centre; Australia

Kristina Palermo, Peter MacCallum Cancer Centre; Australia

(Part Three): Applying a taxonomy for patient complaints in a New Zealand regional hospital

Patient complaints are a valuable source of information about the quality and safety of healthcare systems; however, they are generally addressed in an individualised way. To enable patient complaints to drive quality and safety improvement, a standardised method of categorising complaints is required. Reader, Gillespie, and Robers (2014) created such a taxonomy. Our study applies this system to patient complaints in a regional hospital in New Zealand and discusses implications for quality and safety improvement in this setting. This presentation will enable delegates to gain an understanding of the value of patient complaints data, and how it can be used to improve healthcare systems in a systematic way. 

Apurva Kasture, Taranaki District Health Board; New Zealand