Collect Patient and Carer Stories
NSW Health's Redesign Program has developed a method for capturing and analysing patient and carer experiences.
The method of enquiry deliberately goes beyond questions of satisfaction, and explores patient and carer perceptions of their care and what the patients experienced.
When it is skilfully employed, the method enables NSW Health service managers and health leaders to:
- understand exactly where patient and carer experience can be improved;
- collect'mobilising narratives' that help inspire health teams to improve their service.
The method involves discussions with a number of patients and carers who have experienced a particular patient journey within the past month. The method features:
- a lightly structured discussion using open questions;
- discussions conducted in the patient and carers own home or venue of their choice;
- facilitation by suitably skilled staff.
Patients and carers are informed about the intention to understand and improve the health service. They're invited to describe their recent health care experience and to reflect on the most positive aspects of their experience and constructive criticism. They are reassured about the benefits their input will bring to improving the NSW Health system and the fact that their privacy will be carefully guarded.
This site includes detailed information and resources about the method. If you are interested or wish to comment, please email PatientCarerExperience@doh.health.nsw.gov.au
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