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Ef.Aar15.161118.Aon.001.Jd.Pdf According to our patients, the best Hospital contacts: thing about their health journey was: Armadale Health Service PO Box 460, ARMADALE WA 6112 “Found staff in “Every midwife Telephone: (08) 9391 2000 admissions very that I encountered www.ahs.health.wa.gov.au You’ve told us…. helpful to make sure was fantastic, what was being said friendly, kind and Bentley Health Service was understood.” knowledgeable.” PO Box 158, BENTLEY WA 6982 we’re listening Telephone: (08) 9416 3666 “The doctor in the “From a bad www.bhs.health.wa.gov.au resuscitation ward situation, my hospital gave the clearest and experience was Fiona Stanley Hospital most understandable excellent to help me Locked Bag 100, PALMYRA DC 6961 explanation I’ve ever care for myself in the Telephone: (08) 6152 2222 had.” future.” www.fsh.health.wa.gov.au Fremantle Hospital and Health Service PO Box 480, FREMANTLE WA 6959 Telephone: (08) 9431 3333 Where to from here www.fh.health.wa.gov.au Rockingham General Hospital Our individual hospitals are listening to their patients. PO Box 2033, Rockingham WA 6967 Your feedback is guiding the various teams to Telephone: (08) 9599 4000 reassess how they can better keep their patients and www.rkpg.health.wa.gov.au families informed throughout their hospital and health service journey. Royal Perth Hospital GPO Box X2213, PERTH WA 6847 Through ongoing patient experience surveys over the Telephone: (08) 9224 2244 next two years, we will continue to make the necessary www.rph.health.wa.gov.au changes to meet our patients’ expectations and build on what we already do well. Your feedback is central to this process, so if you receive a survey in your letterbox, please take the time to complete it. This document can be made available in alternative formats on request. It is through this focus that we will continue to improve your experience while under our care. Compiled: South Metropolitan Health Service, June 2016 © State of Western Australia, South Metropolitan Health Service 2016 SM 16-976 June 2016 southmetropolitan.health.wa.gov.au The South Metropolitan Health Service aims to provide seamless access to safe, high quality health care – the right care, Where we at the right time, in the right place, by the right team – through our network of need to focus hospitals and health services. Your feedback has revealed a consistent theme: Guiding us to achieve this is direct feedback received We need to keep you and your from our patients following a stay or visit to one of our family better informed. Patient centred care hospitals. Based on your feedback, we are currently looking for “Some nurses were We have entered a new era of capturing our patients’ opportunities within each hospital to ensure we are Addressing exceptions in their a patient’s health care experience through the commencement of providing information in a more meaningful way to you care. Loved their jobs.” emotional needs our first patient experience survey, conducted on our and your family. “The nurses and other behalf by an independent survey provider. We have developed our top ten areas that we will focus Current mean score: staff were friendly and on to improve your experience, and have included our 80.2 The randomised, two-year continuous patient Yearly goal*: 83.5 cheerful.” experience survey is being implemented throughout current score so you can see how we’re tracking in our hospital network, including Royal Perth, Fiona these key focus areas: Stanley, Rockingham General and Fremantle hospitals, Nurses effort to The comfort as well as the Bentley and Armadale health services. Communicate and connect include you in of our visitors Four surveys are being conducted each year, with decisions Our response to Communication feedback sought from Emergency Department and Current Current your concerns and between doctors mean score: mean score: Day Surgery Unit patients, as well as general and complaints and nurses 81.7 78.2 mental health inpatients. Yearly goal*: 84.8 Yearly goal*: 81.3 Current Current mean score: 80.9 mean score: 79.7 What you told us Yearly goal*: 83.2 Yearly goal*: 84.4 Patient understanding and information Our first half 2016 results show we are providing a good service; however, further work is required to Information to family Time doctor Instructions for Nurses kept improve the hospital/health service experience for our about condition and spends care at home you informed patients. treatment with you You determined our overall strengths to be: Current Current Current Current mean score: 79.9 mean score: 77 mean score: 79.9 mean score: 81.7 Staff courtesy to patients Yearly goal*: 84.3 Yearly goal*: 82 Yearly goal*: 83.9 Yearly goal*: 84.2 Staff attitudes towards visitors Room cleanliness Disclaimer: Yearly goal* is based on the survey provider’s results obtained from comparable, relevant healthcare organisations..
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