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Patient Experience
 

Eyes Open: Improving service delivery for the Royal North Shore Hospital ophthalmology service

Eyes Open: Improving service delivery for the Royal North Shore Hospital ophthalmology service

The ophthalmology service delivers excellent ophthalmic care, however, patient and staff feedback demonstrate that the service delivers a poor patient and staff experience. This project focused on identifying opportunities for improvement that relate specifically to patient and staff experiences, and then implementing sustainable changes to address these experiences.
Royal North Shore Hospital
Added: 6 May 2019|Last updated: 9 October 2019
Saving lives in the morgue: forensic medicine social work

Saving lives in the morgue: forensic medicine social work

The forensic medicine social work service is being redesigned for people who are traumatically and suddenly bereaved, so they feel supported and well informed when facing a potentially disempowering and complex medical and coronial system.
NSW Health Pathology
Added: 6 May 2019|Last updated: 9 May 2019
Reducing the Time Frame to Complete the Electronic Donor Record

Reducing the Time Frame to Complete the Electronic Donor Record

This project developed a number of tools and guides to help staff collect data and enter it into the electronic donor record more efficiently.
NSW Organ and Tissue Donation Service
Added: 8 May 2018|Last updated: 23 May 2018
Aboriginal Wellbeing Hospital Discharge Booklet

Aboriginal Wellbeing Hospital Discharge Booklet

An Aboriginal cultural resource was developed to improve the hospital discharge journey of Aboriginal patients, families and carers in MNCLHD. The clinical redesign process involved monitoring data, developing culturally appropriate resources and collaborating with Aboriginal people to gain the best health outcomes after discharge from hospital.
Mid North Coast Local Health District
Added: 29 January 2018|Last updated: 12 February 2018
The Smallest Things Can Make the Biggest Difference

The Smallest Things Can Make the Biggest Difference

Broken Hill Health Service in Far West Local Health District implemented the person-centred sunflower tool, to improve communication and build a rapport between staff, patients and carers.
Added: 29 January 2018|Last updated: 12 February 2018
The Patient’s Voice

The Patient’s Voice

Nepean Hospital provided patients in a trial ward with a template containing prompts, so they could deliver a handover of their healthcare journey once a day to nursing staff.
Nepean Hospital
Added: 24 May 2017|Last updated: 29 January 2018
Improving the Patient Journey for Women with High-Risk Pregnancies

Improving the Patient Journey for Women with High-Risk Pregnancies

Wollongong Hospital established a consultant-led pre-anaesthetic clinic for women with high-risk pregnancies. It ensures women are supported during their pregnancy and delivery, and clinicians are prepared for any medical issues that may arise.
Anaesthesia, Obstetrics, Risk
Added: 8 September 2017|Last updated: 25 September 2017
Optimising Medication Reconciliation within Electronic Medication Systems

Optimising Medication Reconciliation within Electronic Medication Systems

Blacktown Hospital improved the quality of medication reconciliation by developing a new medication reconciliation form, delivering training to staff and conducting interviews with patients within 24 hours of admission.
Western Sydney Local Health DistrictBlacktown Mount Druitt Hospital (Blacktown Campus)
Added: 8 September 2017|Last updated: 25 September 2017
Caring for Our Carers

Caring for Our Carers

Blacktown Mount Druitt Hospital (Blacktown Campus) added Carer Zones to single rooms in its new Clinical Services Building, so carers can stay at the hospital overnight in comfort.
Blacktown Mount Druitt Hospital (Blacktown Campus)
Added: 24 July 2017|Last updated: 8 August 2017
Me, Myself and My Tribunal

Me, Myself and My Tribunal

The Forensic Hospital developed a tool to help patients prepare for their Mental Health Review Tribunal, held every six months. This tool was designed to increase the satisfaction of patients with their level of engagement in Tribunals.
Justice Health and Forensic Mental Health Network
Added: 23 March 2017|Last updated: 24 April 2017
Mali Marambir Ngurang Lachlan: To Make Better Place Lachlan

Mali Marambir Ngurang Lachlan: To Make Better Place Lachlan

Lachlan Health Service incorporated Wiradjuri language and culture into the redevelopment of Forbes and Parkes hospitals, including Wiradjuri gugaa (goanna) totem designs on the main entry doors and Wiradjuri signage throughout the hospitals.
Lachlan Health Service
Added: 13 March 2017|Last updated: 28 March 2017
Aboriginal Stories About Approaching the End of Life

Aboriginal Stories About Approaching the End of Life

A booklet was developed, which sensitively captured end of life stories from six Aboriginal patients and carers from the Shoalhaven region. The stories shared information about palliative care services, planning for end of life and how talking with loved ones about their preferences helped with healing and decision-making.
Illawarra Shoalhaven Local Health District
Added: 7 October 2016|Last updated: 24 October 2016
Reducing Anxiety in Cancer Patients Using 3D Videos

Reducing Anxiety in Cancer Patients Using 3D Videos

Hunter New England Local Health District staff volunteered their time to develop information videos incorporating 3D animation for patients undergoing radiation therapy. Patient engagement led to videos that were tailored to specific treatment situations and information needs.
Hunter New England Local Health District
Added: 6 January 2016|Last updated: 20 January 2016
Improving Patient Participation at The Forensic Hospital

Improving Patient Participation at The Forensic Hospital

The Forensic Hospital implemented collaborative care planning, developed a patient participation framework and recruited a consumer consultant to engage consumers and advocate for their needs.
Justice Health and Forensic Mental Health Network
Added: 1 December 2015|Last updated: 3 December 2015
 Rural/Remote Recruiting and Retention Value-Based Redesign (R5) Project

Rural/Remote Recruiting and Retention Value-Based Redesign (R5) Project

This project addressed factors that had a significant impact on vacant full-time equivalent positions, staff turnover, length of vacancies and the quality of consumers’ experience and engagement in care.
Hunter New England Local Health District
Added: 12 October 2015|Last updated: 26 October 2015
Improved Management of Miscarriage

Improved Management of Miscarriage

This project created a flowchart to guide clinical staff on the correct procedures for storing, viewing and testing products of conception. Staff education and a new patient feedback process was also implemented.
Tumut District Hospital
Added: 9 October 2015|Last updated: 23 October 2015
Intangible Storytelling Project

Intangible Storytelling Project

A multimedia project which tells the stories of inspirational carers and the vital role they play in the community.
Far West Local Health District
Added: 27 August 2015|Last updated: 10 September 2015
Aboriginal Well-being: A Cancer Journey of Healing

Aboriginal Well-being: A Cancer Journey of Healing

'A Cancer Journey’ booklets were developed in partnership with local Aboriginal people, Mid North Coast Local Health District, the Medicare Local, Aboriginal Medical Services, North Coast Cancer Institute, Cancer Council NSW and BreastScreen NSW. The reader is navigated from reception through treatment of Radiation and Chemotherapy, using both text and photographs of the actual units. Aboriginal people within MNCLHD are true partners in the development, use and ongoing review of this educational resource....
Mid North Coast Local Health District
Added: 13 March 2015|Last updated: 25 March 2015
Gosford Surgical Admissions Centre Waiting Room Project

Gosford Surgical Admissions Centre Waiting Room Project

The Gosford Surgical Admissions Centre (GSAC) is a short stay surgical admissions centre providing care to 1350 elective patients per month. The project aim is to improve the patient satisfaction rate by focusing on communication, the waiting room environment, the admission processes and streamline documentation.
Gosford Hospital
Added: 23 January 2015|Last updated: 25 February 2015
Patient Reception - Bursting the Bottleneck

Patient Reception - Bursting the Bottleneck

At the Sydney Sexual Health Centre, the addition of fast track services had a negative impact on reception of clients, substantially increasing administration staff workload and causing reception bottlenecks. These bottlenecks increased the length of the patient journey, with patients experiencing long wait times before seeing a clinician. A Computer-Assisted Self-Interviewing (CASI) system was developed enabling patients to electronically self-register for appointments. The new system produced reductions in reception process time, medical record preparation, registration time....
Sydney Sexual Health Centre
Added: 14 November 2012|Last updated: 30 September 2014
Osteoarthritis Chronic Care Program (OACCP) Model of Care

Osteoarthritis Chronic Care Program (OACCP) Model of Care

Aim: The OACCP aims to provide interventions that support people with osteoarthritis of the hip and/or knee to: Self-manage their condition and co-morbidities; ...
Benefits: The OACCP model of care has been implemented and evaluated in eight LHDs in NSW. Most of the participants have been on the NSW public hospital wa...
9 February 2015
Implementation of the Statewide Pain Plan

Implementation of the Statewide Pain Plan

Aim: To document and implement a statewide pain strategy to reduce the burden of chronic pain in the community.
Benefits: Following the implementation of the NSW Pain Plan, there will be greater access to expert services, and improved support for primary care, for people living in ...
20 January 2014
Regional Aged Care Hospital Avoidance Compendium Report 2014

Regional Aged Care Hospital Avoidance Compendium Report 2014

Aim: To provide a snapshot of current established Regional Aged Care Hospital Avoidance Models of Care as a ‘one-stop-shop’ for service providers to view...
Benefits: The Compendium will provide a synthesis and analysis of options; programs, the resources and partnerships required for implementation and sustainability, key st...
10 October 2014
NSW Chronic Pain Clinics Information Flyer

NSW Chronic Pain Clinics Information Flyer

Aim: To provide information to consumers and primary care clinicians on the purpose and approach of various pain management services, alongside relevant contact deta...
Benefits: Benefits include improved information for consumers on available pain-management services in NSW. The flyer outlines each of the publicly-funded pain management...
22 January 2014
Centre for Healthcare Redesign (CHR) Graduate Certificate Program

Centre for Healthcare Redesign (CHR) Graduate Certificate Program

Aim: The Centre for Healthcare Redesign (CHR) Program aims to: Increase capability within the Health System to deliver, redesign and service improvement activities;&...
Benefits: The CHR Graduate Certificate Program builds capability in Project Management, Change Management and Redesign through a combination of eLearning, face-to-face tr...
11 August 2016
ACI Building Co-design Capability Strategy

ACI Building Co-design Capability Strategy

Aim: The Strategy aims to build capability in patient experience and co-design thinking, methods and practices within the ACI and across NSW Health by empl...
Benefits: Delivering more person-centred and sustained health care improvement as a result of working in partnership with consumers, carers and health care workers.Strong...
8 December 2016
Care of Confused Hospitalised Persons (CHOPs) program

Care of Confused Hospitalised Persons (CHOPs) program

Aim: Provide simple strategies to improve the care outcomes of older patients with confusion in NSW hospitals, through:increased staff knowledge and skills to i...
Benefits: Increased screening, improved risk assessment and more appropriate treatment and management of confusion.Increased awareness, knowledge and skills of staff to b...
14 August 2015
NSW Pain Clinic Referral Form and Process

NSW Pain Clinic Referral Form and Process

Aim: To provide a consistent method when making a referral from primary care to a tertiary pain service, irrespective of where the service is located.
Benefits: All services will have the same triage criteria and process for accepting patients from primary care.
17 November 2014
NSW Subcutaneous Insulin Prescribing Chart

NSW Subcutaneous Insulin Prescribing Chart

Aim: To standardise an adult subcutaneous insulin chart and minimise risks in insulin prescription, administration and documentation.
Benefits: The chart combines prescription and administration with blood glucose, ketone monitoring and glycaemic management. It links all the necessary information for gl...
16 July 2015
State Cardiac Reperfusion Strategy (SCRS)

State Cardiac Reperfusion Strategy (SCRS)

Aim: To improve care for all patients in NSW with a suspected Acute Coronary Syndrome (ACS) and reduce the time from symptom onset to reperfusion for patients with S...
Benefits: Care is tailored to specific settings so that all patients, regardless of their geographical location or presentation pathway can benefit from early access to s...
21 May 2015
NSW Standardised Pain Charts (adult)

NSW Standardised Pain Charts (adult)

Aim: Development and implementation of statewide charts to be used at the bedside when delivering Patient Controlled Analgesia (PCA), ketamine infusions and neuraxia...
Benefits: Benefits include improved safety and quality of care for patients.
15 December 2014
Toolkit for Adolescents and young people with chronic pain: Supporting transition or direct entry to adult services

Toolkit for Adolescents and young people with chronic pain: Supporting transition or direct entry to adult services

Aim: To develop a statewide toolkit of resources to assist pain clinics managing adolescents and young people aged 14-25 years with chronic and complex pain. The too...
Benefits: The experience of young people entering adult services will be assisted by having age appropriate treatments, approaches and resources available. The transition...
26 April 2016
Inclusion in Mainstream Health Services: Using Visuals for people with intellectual disability

Inclusion in Mainstream Health Services: Using Visuals for people with intellectual disability

Aim: This project aims to improve communication between people with disabilities and health professionals in busy mainstream healthcare environments by developing an...
Benefits: Using visual aids for people with intellectual disability in  busy healthcare environments can assist with communication and allay fear and confusion for t...
10 July 2015
Patient Experience and Consumer Engagement (PEACE) Methodology

Patient Experience and Consumer Engagement (PEACE) Methodology

Aim: The Patient Experience and Consumer Engagement (PEACE) methodology supports the ACI’s ongoing commitment to promote meaningful engagement and consumer-led...
Benefits: The PEACE methodology captures consumer input and harnesses direct patient and carer experience to inform ACI activities.
23 February 2015
Telehealth Pilot for Pain Management

Telehealth Pilot for Pain Management

Aim: To implement the telehealth toolkit and test and modify its application in the real setting of a pain clinic.
Benefits: Telehealth is a modality that can be utilized to improve access for people to specialized healthcare who live in rural and remote regions.It also provides suppo...
16 July 2015
Cystic Fibrosis Model of Care

Cystic Fibrosis Model of Care

Aim: Maintain or improve the health and wellbeing of people with CF Provide consumers with greater choice for how and where care can be safely and effectively provid...
Benefits: Better meet the health care needs of people with CF in NSW now and into the future Build capacity within the health system to provide timely and effective care
15 January 2016
Improving the Medical Inpatient Journey with Criteria Led Discharge

Improving the Medical Inpatient Journey with Criteria Led Discharge

Aim: To reduce delays when a patient is medically ready to return home from hospital.
Benefits: A formalised criteria-led discharge process has the potential to: Improve patient experience: patients are able to get home sooner;  Enhance patient safet...
30 May 2014
Nurse Delegated Emergency Care (NDEC) Project

Nurse Delegated Emergency Care (NDEC) Project

Aim: To provide timely, quality care for patients presenting to EDs in rural and remote areas with low risk, low acuity conditions, and to empower Registered Nu...
Benefits: For patients - access to timely and quality care for less-urgent conditionsFor nurses - a validated and authorised framework to work within their scope of pract...
17 August 2016
Understanding Program Evaluation: An ACI framework

Understanding Program Evaluation: An ACI framework

Aim: To provide a framework for undertaking evaluations of programs and projects. Programs include projects, models of care, clinical pathways and guidelines, and ot...
Benefits: High-quality evaluation supports accountability and provides a rigorous evidence base toinform health-service development and program design.Program evaluation ...
18 November 2013
Framework for the Statewide Model for Palliative and End-of-Life Care Service Provision

Framework for the Statewide Model for Palliative and End-of-Life Care Service Provision

Aim: To inform the development of a comprehensive model of care for equitable palliative and end-of-life care service provision in NSW.
Benefits: The Framework is the foundation for advancing work towards the Network’s vision that all NSW residents have access to quality care based on assessed need ...
20 January 2014
How to Develop and Implement a Model of Care

How to Develop and Implement a Model of Care

Aim: Providing a methodology for ACI networks to use when creating a model of care (MoC), and to assist networks to implement models that they have developed. 
Benefits: Brings together change-management techniques to create five key phases when developing a model of care: Project Initiation; Diagnostic; Solution Desig...
18 November 2013
Health Pathways Implementation and Evaluation

Health Pathways Implementation and Evaluation

Aim: The ACI is supporting three sites to implement and four sites to evaluate Health Pathways. Local services review and clarify their patient pathways between prim...
Benefits: Creates clear referral pathways between services Provides comprehensive service information for referring clinicians Links clinicians to the appropriate best pr...
5 December 2013
Statewide Burn Injury Service (SBIS) Telehealth Project

Statewide Burn Injury Service (SBIS) Telehealth Project

Aim: To establish a Telehealth model of care for the Statewide Burn Injury Service.
Benefits: There is significant potential for Telehealth to focus on patient centred care and improve the quality of care for:Patients by providing services that will allo...
16 April 2015
Clinical Variation in 30 Day Mortality for Acute Myocardial Infarction

Clinical Variation in 30 Day Mortality for Acute Myocardial Infarction

Aim: To examine clinical variation in 30 Day mortality for patients presenting with Acute Myocardial Infarction to hospitals throughout NSW.
Benefits: Increased understanding of the factors that contribute to unwarranted clinical variation (UCV) in 30 day mortality for Acute Myocardial Infarction. If UCV is co...
6 November 2013
Access to Health Services for People with Intellectual Disability: The Patient Story

Access to Health Services for People with Intellectual Disability: The Patient Story

Aim: To inform people with intellectual disability, and their carers, about how the health system works to address their needs; To give health professionals ins...
Benefits: Adapting the health service needs of people with intellectual disability according to their identified needs.
4 December 2013
Acute Myeloid Leukaemia (AML) Model of Care

Acute Myeloid Leukaemia (AML) Model of Care

Aim: To optimise the quality of care for patients with AML and enable a consistent approach to the provision of care. It provides a set of principles and outlines th...
Benefits: Key points included in this model are:Mechanisms to ensure early identification and referral to an AML treatment centreA multidisciplinary team (MDT) approach t...
10 July 2015
Mapping of Services within NSW Health for People with an Intellectual Disability

Mapping of Services within NSW Health for People with an Intellectual Disability

Aim: Develop a web based service directory of available NSW Health service and resources for people with an Intellectual Disability. Identify existing specialist ser...
Benefits: Information collected will be developed into a web based service directory for use by clinicians/health professionals, consumers and their families/carers. The ...
2 June 2014
Improving Patient Outcomes from Cataract Surgery Study

Improving Patient Outcomes from Cataract Surgery Study

Aim: The primary aim of the research is to explore patient-centred outcomes of cataract surgery in Australia and the effectiveness of currently available tools to as...
Benefits: While there is a large body of knowledge describing visual improvement following cataract surgery, we currently know little about the expectations that Australi...
8 December 2014

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