Home Resources Patient and Carer Experience Solutions: Improving Patient and Carer Experience

Solutions: Improving Patient and Carer Experience

The NSW Health Patient Survey has been developed to gain information about patients’ experiences of health services so we can understand where and how we need to improve. The aspects of care measured in the NSW Health Patient Survey are listed here, with links to solutions and ideas for improving our health service.

Patient-Centred Dimensions of Care provided by NRC+PICKER Explanation of Patient-Centred Dimensions	Measures These measures are from the NSW Health Patient Survey.
Access to Care	Access to help in a crisis or emergency Availability of doctors Availability of nurses Availability of (other) health care professional Given explanation for waiting Health professional considered travel when planning treatment Length of time from arrival to departure in Outpatient / Emergency Department Time with health care professionals Waited too long for an appointment Waited too long for the scheduled appointment/ treatment to commence Waited too long to get tests/test results Waited too long to see a doctor
Respect for patient values, preferences, and expressed needs	Care responsive to needs Doctors, Nurses and other Health care professionals spoke in front of you as if you weren’t there Enough privacy during visit Given information regarding patient's rights and responsibilities Involved in care decisions as wanted / enough say about treatment Received appropriate counselling / treatment for language, race, religion, ethnic background or culture Treated with respect / dignity during stay Trusted health care professionals with confidential information
Coordination and integration of care	Doctors and nurses aware of test results Doctors and nurses familiar with your medical history Given confusing or contradictory information about treatment Knew which doctor, nurse and other health care professional in charge of care Knew who to ask questions about care Organisation of admission process Organisation of care Service / clinic well organised Staff worked together to plan care, treatment or rehabilitation Tests / procedures performed on time Well handled transfer of care between specialist groups
Information and education	Doctors, nurses and other health care professionals answered questions understandably Enough information on how long to wait for surgery Enough information regarding condition / treatment Explained causes / possible causes for problem understandably Explained reason for tests, test results and/or procedure understandably Gave information about managing condition / what to do for problems Got information about caring for and feeding your baby and how to care for child at home Kept informed about ED wait time Required an interpreter while in the ED / Interpreter provided in the ED Required and not received information on services Trouble talking with health profession due to language Understand information received about treatment options and treatment plan
Transition and continuity	Discussed home modification during rehabilitation and equipment available at home Doctor and Nurse discussing how to care for your child at home Explained medications / medication side effects understandably Explained what to do for problems Explained when allowed to go home Explained when to resume usual activities / drive a car / go back to work Given explanation / information for new medication Informed about therapy exercise before going home Informed when your child requires follow up by doctor Informed who to contact to answer questions Staff arranged follow-up visit or referral to another agency Told what to expect about progress and danger signals to watch for
Physical comfort	Got bathroom help in time / when needed Nurse or doctor work with you to control pain Nurses responded quickly to call button Received enough pain medication Responded quickly to pain medication request Staff did everything possible to control nausea Staff did everything possible to control pain Staff did everything possible to promote comfort
Emotional support and alleviation of fear and anxiety	Communicated diagnosis in a sensitive manner Confidence / trust in health care professional Doctors available to answer questions or concerns Doctors, nurses or other Health care professionals discussed anxieties / fears Easy to find staff to talk to regarding concerns Felt comfortable talking with staff Knew who to ask about health problems Nurses available to answer questions or concerns Offered counselling or support
Involvement of family and friends	Doctors and Nurses acknowledged your experience / suggestions in caring for your child Enough information given to family and friends Enough time spent with family and friends Family and friends had enough access to doctor, nurse and other health care professional Family and friends involved in planning for care at home Family and friends made to feel welcomed Family given information to help recovery Family or friends given enough information to help with care at home Family or friends had enough opportunity to be involved in care and treatment Health care professionals considered family / living situation into treatment plan

Solutions: Improving Patient and Carer Experience

Patient-Centred Dimensions of Care

Measures