Information and Education

Patients express a fear information is being withheld from them and staff is not being completely honest about their condition and prognosis. Based on patient interviews, hospitals can focus on three communication items to reduce these fears:

Information on clinical status, progress and prognosis.
Information on processes of care.
Information to facilitate autonomy, self-care and health promotion.

Below are some solutions to improve health services in this area.

Doctors, Nurses and Other Health Care Professionals Answered Questions Understandably

BreastScreen NSW Service within Northern Sydney Central Coast Health - Northern Sydney Central Coast Area Health Service
This service maintains an ongoing consumer service program that monitors the experiences of clients who attend for screening and assessment.

Informed Consent for Surgery - Queensland Health
Resources developed by Queensland health to help patients make informed decisions.

Studer Group - Studer Group
Studer Group coaches hospitals and health care services, providing a comprehensive framework and practical tools that generate change.

Enough Information Regarding Condition / Treatment

Communicating in Health - South Eastern Sydney Illawarra Area Health Service
A training program designed to enhance the interpersonal and organisational communication skills of frontline administrative, clerical and support services health staff.

Informed Consent for Surgery - Queensland Health
Resources developed by Queensland health to help patients make informed decisions.

Patient Information Toolkits - NHS (UK); Better Health Channel
Toolkits for developing written information for patients and carers.

Providing Patients with Enough Information - Institute for Healthcare Improvement (IHI)
An example of using whiteboards to improve communciation with patient and carers and the care team, taken from the transforming care at the bedside program.

Explained Reason for Tests, Test Results and/or Procedure Understandably

Communicating in Health - South Eastern Sydney Illawarra Area Health Service
A training program designed to enhance the interpersonal and organisational communication skills of frontline administrative, clerical and support services health staff.

Patient Information Toolkits - NHS (UK); Better Health Channel
Toolkits for developing written information for patients and carers.

Gave Information About Managing Condition / What to do for Problems

Project RED - Boston University Medical Center
The Project RED (Re-Engineered Discharge) program recreates the discharge process to improve the process and post-discharge care.

Triple A: The Adolescent Asthma Action Program - Sydney West Area Health Service
The Triple A (Adolescent Asthma Action) program was implemented across schools in Auburn (western Sydney). It is an innovative, peer-led approach, to improve asthma self-management in young people.

Got Information About Caring for Your Baby

Armidale Community Health Aboriginal Mothers and Babies Service - Hunter New England Area Health Service
The Aboriginal Mothers and Babies Service was designed to enhance the overall health and well being of Aboriginal women and their infants.

Australian Nurse-Family Partnership Program - Australian Nurse-Family Partnership Program
The ANFPP supports women pregnant with an Aboriginal and/or Torres Strait Islander child to improve their own health and the health of their baby. Under the ANFPP, trained nurses visit families in their own homes to help them grow a stronger family.

Coomealla Community Midwifery Outreach Program - Coomealla Health Aboriginal Corporation
The CHAC employs a midwife to focus on young indigenous antenatal and postnatal care, specifically addressing apointment turnout and education in risk taking behaviours.

Mums and Dads with Koori bubs clinic - Southern General Practice Network
The Mums and Dads with Koori Bubs clinics have contributed to an increase in access for antenatal and postnatal care for Koori women and also for early childhood assessments.

Shaking Your Baby is Just Not the Deal - The Children’s Hospital at Westmead
This project developed a targeted education strategy to disseminate information about the impact of infant shaking and positive and safe strategies to respond to a crying baby.

Kept Informed About Emergency Department Wait Time

How Long Could I Wait - Corey, Zandra
Posters for Emergency Departments (ED’s)were created following a number of complaints from dissatisfied consumers who expressed their disappointment and confusion about the intake process in ED’s.

Understand Information Received About Treatment Options and Treatment Plan

Afghani Family Health Program - Greater Southern Area Health Service
The Trans-cultural Rural & Remote Outreach Project seeks to develop sustainable diversity-aware mental health services for culturally and linguistically diverse communities in Griffith.

Cancer Solutions: Integrating e-learning and Quality - South Eastern Sydney Illawarra Area Health Service
An online platform for education within the South Eastern Sydney Illawarra Area Health Service (SESIAHS) Central Hospital Network, Cancer Services has been developed. This includes an online learning and information manual and courses for specific disciplines.

Having Your Baby in Australia? We Speak your Language! - Sydney West Area Health Service
A language specific audio CD was produced detailing the practices and procedures of childbirth in Australian hospitals.

Patient Information Toolkits - NHS (UK); Better Health Channel
Toolkits for developing written information for patients and carers.

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The NSW Health Patient and Carer Experience team would like to add your answer to improving patient care to their collection of solutions. Contact ARCHI to find out more.