Project Officer, Patient and Carer Experience Team – Clinical Governance
11:50 AM CASE STUDY: Western Sydney Local Health District’s Roll-Out of Australia’s First Real Time Online Patient Experience Digital Platform
Western Sydney Local Health District (WSLHD) wanted to know about patient experience as it happened and where it happened. To do this, WSLHD implemented Australia’s first real time online digital platform that captures feedback from patients, carers and families about their experience in any WSLHD facility. Staff are able to access various reports which can show the patient and carer experience in real time, and use the data to make quality improvements large and small at either a unit, facility or a district level.
In this session, the Patient and Carer Experience Team will discuss:
- Key challenges in implementation and how they overcame these challenges
- Benefits of having accessibility to real time data with nurses reportedly improving noise levels by 18% in three months in one of the key wards
- How to empower staff to own their own data and make improvements
- How Executive level involvement assists with managing and enacting change from top down