Mount Druitt Hospital welcomes patient feedback via new digital survey

Nurse Danielle Brabashow at the launch of the My Experience Matters survey.

Feedback from patients, carers and their families staying in Mount Druitt Hospital can now be offered and addressed in real-time via the My Experiences Matter online survey.

The survey uses cutting-edge feedback technology to allow staff to instantaneously analyse patient experiences in the hospital.

Westmead, Blacktown and Auburn hospitals are already using the survey results to respond to patient feedback.

Patients are accessing the survey online or via volunteers, who bring iPads to the wards so patients can complete it.

WSLHD Patient and Carer Experience manager Wendy Cain said hospital staff could immediately access the survey responses, allowing them to address any issues in real-time.

“It could be a simple thing like fixing a banging door that is keeping a patient awake – staff get that feedback from a patient and they can immediately go and fix it; sometimes it’s the little things that help us make a big difference to a patient’s experience in our hospital,” she said.

Ms Cain said the survey had already been used to improve several services at Westmead and Auburn hospitals – with great results for patients.

“Patients told us the wards were too noisy at night so we ran a sssh! challenge across the hospitals to reduce noise and the patients noted things had improved – we could see this improvement through the real-time data in the survey,” she said.

“Our patients also told us our toilets could be cleaner so we implemented a new cleaning regime with our general services staff, increasing cleaning from twice to five times a day in high-use areas.”

The survey takes just minutes to complete and all responses are anonymous.

Mount Druitt Hospital acting general manager Jude Constable said the hospital was committed to genuine patient-centred care.

“We want to provide the best quality care for all patients in our hospital,” she said. “Gathering honest feedback and being responsive to issues is critical to ensuring every patient has a positive experience in our facilities.”

The My Experience Matters survey will be officially launched at Mount Druitt Hospital on November 14 at 1pm.

Head over to the area between ward 2a and 2b to celebrate!