Patient Experience Week 2016Dr DJ Russell-Weisz - Director General, WA Health

Patient Experience at WA Health

WA Health is committed to patient care, patient safety and providing the best patient experience.

Patient experience informs clinicians and administrators and drives quality and safety outcomes in clinical services.

It is essential to have an organisational culture where staff feel valued and respected, and patients are treated with dignity and respect.

Consumers must be involved in strategic processes that guide the planning, design and evaluation of health services.

Everyone at WA Health is responsible for the patient experience.

“People have the right and duty to participate individually and collectively in the planning and implementation of their health care.”

– Declaration of Alma-Ata, International Conference on Primary Health Care 1978

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Values – from a personal perspective

Commitment, Accountability, Respect, Excellence Drive and Dedication Integrity and Humility Passion and Humour Resilience Teamwork Work ethic Attention to detail

Set, build and deliver the culture

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Clinical Senate on Patient ExperienceThe patient will see you now – thinking beyond accreditation to focus on the patient experience. Held December 2015

More than 100 senators, consumers and experts Department of Health partnering with Health Consumers’

Council Consumers and clinicians working together to improve the

patient experience in our health system Examining how we can best use

the patient experience to inform clinicians in order to drive quality and safety outcomes within our clinical services.

What is Compassionate Care?

“Put simply, compassionate care is about the way in which people relate to each other.” – WA Health Nursing and Midwifery Office.

Compassion for self- Necessary in order to have capacity to deliver care required

Compassion for consumer and their caregivers - Consumer is part of the journey and decision making process

Compassion for colleagues - Direct link between staff wellbeing and quality and safety of care

Compassionate organisations - Caring and compassionate culture.

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These disasters were heralded years in advance by poor clinical engagement.

Quality indicators indicated a problem retrospectively.

Need to understand which lead indicators gauge the health of an organisation.

Failings in Compassionate Care: A Case StudyThe Francis Report - Mid Staffs Hospital Scandal, NHS Hospital Trust

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Compassionate Care at WA Health Earmarked as a priority in the Nursing and Midwifery Office

(NMO) Strategic Direction 2015-2017. Embedded in NMO’s Leadership Development Program –

completed by more than 200 frontline leaders since 2013, with 60 more enrolled for 2016.

Embraced as a priority throughout the Department of Health – in particular in the Nursing and Midwifery Office, Chief Health Professions Office, Office of the Chief Medical Officer, and Patient Safety and Quality Division.

Department of Health – as system manager - setting key performance indicators and policy around non-bullying culture, culturally safe workplaces, and professional development and training.

Key performance indicators also being set in relation to staff engagement, patient outcomes, accountability and innovation. 7

Patient Experience – Summary The patient journey is unique to each person. Every interaction

with patients and their families impacts on their experience. We must transparently measure the patient experience. Lessons learnt – through both positive and negative feedback –

can be used to improve health services. A system-wide definition of a great patient experience should be

developed. Consumers must be involved in the planning, design and

evaluation of health services. It is essential to have an organisational culture where staff feel

valued and respected, and patients are treated with dignity and respect.

This starts with our behaviour and our values.8

Thank you.

Enjoy the Inaugural Patient Experience Week Events

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