Feedback Friday sees Auburn Hospital smash patient experience score

Auburn Hospital emergency department director Dr Romesh Singam (front) celebrates with his team (from left) Naresh Kc, Dr Khanh Nguyen, Keti Ristevska and Jeff Deray.

Every service at Auburn Hospital is exceeding the standard for patient care, based on the latest feedback from patient surveys.

Each of the services for which patients have recently given feedback at Auburn Hospital have exceeded the target of 85 out of 100 for overall patient experience score.

The emergency department met all of its targets, including perfect scores for criteria including communication, ease of understanding, pain management, and being treated with kindness and respect.

The hospital has committed to improving patient experience with a lofty goal: to get feedback from every single patient and carer on one day each month.

The emergency department has recently put in new plans to improve patient experience and outcomes, including an urgent care centre.

The first Feedback Friday on June 28 saw 37 people complete the My Experience Matters survey; a big improvement on eight surveys completed in the entire previous month.

With the continued enthusiasm of several wards after the inaugural Feedback Friday, the total number of surveys for June came to 52.

The survey is complemented by the work of consumer representatives who gain patient feedback with more informal conversations.

Quality and accreditation manager Sally Henderson said Feedback Friday was an important initiative for Auburn Hospital to gain valuable insight from patients and carers.

“Feedback Friday was possible due to the assistance of bi-lingual healthcare workers Joanne and Hanaa, who helped patients who may otherwise not be able to speak to us. These patients provided feedback in Mandarin, Chinese and Arabic,” Sally said.

“It is vitally important for us to gain feedback from patients of all backgrounds, so we can make sure we are providing appropriate services for all patients, regardless of what language they speak or culture they come from.”

Importantly, the feedback has identified some areas of improvement for the hospital to focus on, including availability of interpreters and informing patients of their rights and responsibilities.

The hospital is aiming for another successful Feedback Friday this week, on July 19. Patients can complete the survey on the Patient Entertainment System or outpatients can request feedback access on a mobile tablet or computer.