Blacktown Hospital welcomes patient feedback via digital survey

Feedback from patients, carers and their families staying in Blacktown Hospital can now be offered and addressed in real-time via a new digital survey.

Blacktown Hospital is now running the My Experience Matters survey, which uses cutting-edge feedback technology to allow staff to instantaneously analyse patient experiences in their hospital.

The survey, which was officially launched at Blacktown Hospital today, has already been rolled-out at Westmead and Auburn hospitals, allowing patients to provide their feedback via the hospital entertainment system, iPads brought around the wards by volunteers or online.

WSLHD Patient and Carer Experience manager Wendy Cain said hospital staff immediately received 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 up and fix it; feedback like that helps us improve the care we provide,” she said.

“We want to know what matters to people so we can improve our services; we are committed to learning from our patients, carers and their families.”

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 at Westmead and Auburn hospitals to reduce noise and the patients all noted things had improved,” she said.

“Our patients also told us our toilets could be cleaner so we implemented a new cleaning regime with our general services staff; it’s just little things like that help us make things better across our hospitals.”

The My Experience Matters survey is now live on Blacktown Hospital’s website:

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

Blacktown Hospital general manager Sue-Anne Redmond said the district was committed to genuine patient-centred care.

“We want to provide the best quality care for all patients in our hospitals, clinics and community health centres,” she said.

“Gathering honest feedback and being responsive to issues is critical to ensuring every patient has a positive experience in our facilities.”

The survey will be rolled-out to all facilities across the LHD over the next three years.

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