Health heroes awarded during Patient Experience Week at Western Sydney Local Health District

Neurology patient Sarah Luckman at Blacktown Hospital

“Patient experiences are of equal importance as their clinical outcomes.” – Susan Pearce, Deputy Secretary of Patient Experience and System Performance, NSW Health.

The stories and activities dedicated to the Patient Experience Week, 26-30 April, at Western Sydney Local Health District (WSLHD) well and truly captured the Deputy Secretary’s statement.

Patients at Westmead, Auburn, Blacktown and Mount Druitt hospitals received flowers and were invited to share their stories with general managers and their executive teams during patient experience rounds.

Neurology patient Sarah Luckman was happy with her stay at Blacktown Hospital, feeling grateful for the attention and care the nurses had been providing.

“The nurses attend to you with such grace and respect,” she said during her eighth day on the ward.

When asked about the Patient Experience Week rounds, Sarah said it was a great idea for hospital management to meet patients and hear about their experiences first-hand.

To recognise the ongoing efforts and dedication to improving hospital services, selected employees received Patient Experience staff recognition awards.

Wendy Cain, Patient and Carer Experience Manager, and Joana Andre Garrido, Patient and Carer Experience Officer, at WSLHD

WSLHD Patient and Carer Experience Manager Wendy Cain said it was hard to choose from many outstanding staff in the District.

“Throughout the year we witnessed the staff across the District work so hard to provide excellent patient experience in every aspect of their and their team’s work.

We have picked four staff members who had consistently put patient experience at the centre of their work,” Wendy said.

Sally Henderson, Quality Manager, Auburn hospital

Sally has led the Share the Dignity project at the Auburn Hospital.

Auburn Hospital is now the first public hospital in NSW to install a Share the Dignity vending machine, which dispenses free feminine hygiene products. The vending machine was placed in the emergency department to ensure 24-hour public access to the public and staff alike.

Sally has also been recognised for her consistent work analysing survey data to measure quality improvement.

David Glastonbury, Emergency Department Nursing Unit Manager, Mount Druitt hospital

David is the operational manager for Patient Experience Coordinators in his department.

During the ever changing pandemic, he worked with his team to educate staff about the importance of clear and kind communication to patients, families and colleagues.

Suzanne Stevens, Neuro Trauma Close Observation Unit Nursing Unit Manager, Westmead hospital

Suzanne has a long record of successful patient experience projects, including “Reducing noise at night” and “Collection of patient stories” that have been used to understand patient journeys.

This year Suzanne raised funds for a carer bed in her unit which carers who stay overnight in her ward can use to have a comfortable night’s sleep.

Sandra Hamill, Patient Flow Clinical Nurse Consultant, Blacktown hospital

Sandra took on promoting the My Experience Matters survey to all patients she sees.

Over many years Sandra has organised events for the Carers Week and has been an enthusiastic member of Blacktown and Mount Druitt Hospitals Standard 2 committee. This Committee is a linking bridge between the healthcare workers, consumer representatives and patients.

Patient Experience Week wraps up for another year

WSLHD Patient and Carer Experience team collaborates with all District facilities to measure, analyse and improve patients’ and carers’ time spent at out hospitals.

Patient and Carer Experience Manager Wendy Cain said her team’s goal was to build the District’s understanding and ability to provide excellent Human Experience for patients, carers and staff using the feedback received from patients and consumers.

“WSLHD uses My Experience Matters surveys to measure patient experience in real time,” Wendy said.

“Patients can share their thoughts with us via Patient Entertainment Systems at the bedside, through QR codes on posters, or from WSLHD website.”

Learn more at NSW Health’s Elevating the Human Experience hub here and if you have feedback for WSLHD please visit here.