Patient Experience and Consumer Engagement
We believe that the best innovation and healthcare improvement can only come from listening to and understanding what people need and want.
Our vision is for consumers and families to be equal partners in health care improvement in NSW.
HOW WE WORK WITH CONSUMERS, FAMILIES, CARERS AND STAFF
Our Patient Experience and Consumer Engagement: A Framework for Action outlines how we work with consumers, families, carers and staff to make healthcare better in NSW.
You can use this Framework to plan engagement activities when designing, implementing or evaluating improvements, activities, products and services.
Patient Experience and Consumer Engagement:
A Framework for Action
Understand, Act, Empower
PDF Document 494Kb
What is experience-Based Co-design?
Experience-based co-design is a collaborative approach that brings consumers, families, carers and staff together to improve health services.
In experience-based co-design the people who use and deliver health services are engaged to share their experiences and design improvements together.
What Experience-Based Co-design Projects are we supporting?
We have used experience-based co-design to build collaborative partnerships and facilitate health service improvement in six different health settings in NSW.
The projects include:
- Hospitalisation of People with Intellectual Disability
- Rehabilitation Services
- Blood and Marrow Long-Term Follow-Up
- Young people with Urinary Incontinence
- Brain Injury Rehabilitation
- Adult Community Mental Health Services
What are the important features of Experience-Based Co-design?
There are three important features of experience-based co-design: ‘Experience’, ‘Co’ and ‘Design’
- ‘Co’ means that consumers, families and staff are working together from start to finish with equal say, decision making and responsibility
- ‘Experience’ highlights that we need to gather real stories from people to understand their experiences of what is going well and what would be better
- ‘Design’ clarifies that we are identifying the why, what and how to make things better in partnership with consumers, families and staff
Experience-Based Co-design Toolkit
This is a practical kit that lays out the why, when and how for different tools that can be used when improving health services.
- Personas
- Storyboards
- Five Whys
- Empathy Maps
- Experience Map
- Experience Questionnaire
- How Might We...?
- Journey Map
MUSIC & MEMORY PILOT IN NSW HEALTH
We partnered with the Arts Health Institute to bring Music & Memory to 21 health services in NSW.
Music & Memory is an accredited program that brings personalised music into the lives of people through digital music technology.
Watch our short video to see the impact of Music & Memory here
REAL TIME FEEDBACK FROM PATIENTS, FAMILIES, CARERS & STAFF
The PEACE Team within the ACI aims to support NSW Health to capture and use patient, family, carer and staff experience in health care improvement.
The Real Time Feedback program supports ACI initiatives, Centre for Healthcare Re-design projects and LHD / SHN projects with a cloud based system to design, run & report on surveys in real time.
The real time feedback system is available to NSW Health services at no cost.
To find out more about the real-time feedback system available
STORYTELLING IN HEALTHCARE
Stories capture people’s experiences and can make a real difference. Stories can raise awareness and are a powerful way to promote change and improve healthcare.
Read about tips for storytelling in healthcare
WHAT IS PATIENT EXPERIENCE?
Patient experience is a key part of high quality health care. There is also an important link between patient experience, safety and effectiveness.
Patient Experience Tools and Resources
- A comprehensive literature review on how best to engage consumers and communities
- A summary report of the key themes that emerged from the staff and consumer surveys
- The full report detailing comprehensive analysis of the feedback and key quotes
CONSUMER COUNCIL
We are pleased to announce that the ACI and Clinical Excellence Commission (CEC) are establishing a joint Consumer Council in 2018.
The purpose of the Consumer Council is to create a stronger consumer voice for safety, quality and innovation in NSW health across both organisations. This Council is a governance sub-committee of both organisations’ Boards and will:
- advise the joint ACI and CEC Board on consumer representation within the respective organisations
- contribute to ACI and CEC priorities
- lead and facilitate effective consumer representation within and across all levels of ACI and CEC.
To apply for the Consumer Council please refer to the details in the Expression of Interest. Applications close Monday 7 May 2018.
PATIENT EXPERIENCE AND CONSUMER ENGAGEMENT TEAM AT ACI
Tara Dimopoulos-Bick
Manager, Patient Experience and Consumer Engagement
Phone: 9464 4684
Email: aci-peace@health.nsw.gov.au