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Patient Experience Resources

These resources relate to the monitoring, measurement and improvement of the non-clinical aspects of patient care and patient perception.

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Collect Stories

Resources to capture and analyse patient and carer experiences

https://aci.health.nsw.gov.au/resources/patient-experience/collect-stories/collect_stories

Format: Webpage

Subcategory: Collect patient stories Resource Type: Toolkits

Updated: 16 June 2016

Deciding What Kind of Consumer to Engage

A summry of consideration for involving different types of patients and carers in healthcare improvement

https://aci.health.nsw.gov.au/resources/patient-experience/collect-stories/who

Format: Webpage

Subcategory: Collect patient stories Resource Type: Clinician Summaries

Updated: 19 December 2014

How to Identify Patients and Carers

Identifying and engaging appropriate target consumer groups

https://aci.health.nsw.gov.au/resources/patient-experience/collect-stories/identify

Format: Webpage

Subcategory: Collect patient stories Resource Type: Clinician Summaries

Updated: 5 January 2015

NRC+ Picker's Description of Positive Aspects of the Health Care Experience

Summary of the dimensions of care important to patients, developed by the NRC and Picker Institute.

https://aci.health.nsw.gov.au/resources/patient-experience/collect-stories/description_of_positive_aspects

Format: Webpage

Subcategory: Collect patient stories Resource Type: Clinician Summaries

Updated: 5 January 2015

Experience-Based Co-design Toolkit - Empathy Maps

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0005/419801/EBCD_Toolkit-Empathy_Maps.pdf

Format: PDF File (217.1 KB) Alternate Content: --

Subcategory: Experience-Based Co-design Toolkit Resource Type: Toolkits

Updated: 11 July 2018

Experience-Based Co-design Toolkit - Experience Map

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0004/419800/EBCD_Toolkit-Experience_Map.pdf

Format: PDF File (112.1 KB) Alternate Content: --

Subcategory: Experience-Based Co-design Toolkit Resource Type: Toolkits

Updated: 3 May 2018

Experience-Based Co-design Toolkit - Experience Questionnaire

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0012/419799/EBCD_Toolkit-Experience_Questionnaires.pdf

Format: PDF File (291.3 KB) Alternate Content: --

Subcategory: Experience-Based Co-design Toolkit Resource Type: Toolkits

Updated: 3 May 2018

Experience-Based Co-design Toolkit - Five Whys

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0006/419802/EBCD_Toolkit-Five_Whys.pdf

Format: PDF File (359.4 KB) Alternate Content: --

Subcategory: Experience-Based Co-design Toolkit Resource Type: Toolkits

Updated: 3 May 2018

Experience-Based Co-design Toolkit - How Might We...?

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0011/419798/EBCD_Toolkit-How_Might_We.pdf

Format: PDF File (291.0 KB) Alternate Content: --

Subcategory: Experience-Based Co-design Toolkit Resource Type: Toolkits

Updated: 3 May 2018

Experience-Based Co-design Toolkit - Journey Map

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0010/419797/EBCD_Toolkit-Journey_Map.pdf

Format: PDF File (297.4 KB) Alternate Content: --

Subcategory: Experience-Based Co-design Toolkit Resource Type: Toolkits

Updated: 3 May 2018

Experience-Based Co-design Toolkit - Personas

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0009/419805/EBCD_Toolkit-Personas.pdf

Format: PDF File (802.1 KB) Alternate Content: --

Subcategory: Experience-Based Co-design Toolkit Resource Type: Toolkits

Updated: 3 May 2018

Experience-Based Co-design Toolkit - Storyboards

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0008/419804/EBCD_Toolkit-Storyboards.pdf

Format: PDF File (521.0 KB) Alternate Content: --

Subcategory: Experience-Based Co-design Toolkit Resource Type: Toolkits

Updated: 3 May 2018

Consumer enablement: evidence check

This evidence check is part of the development process of a framework for consumers to participate in the management of their healthcare and ongoing treatment decisions.

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0006/351429/Consumer_enablement_evidence_check.pdf

Format: PDF File (2.4 MB) Alternate Content: --

Subcategory: Methods for capturing patient and carers experience Resource Type: Evidence Reviews

Updated: 14 March 2017

Focus Groups

Focus groups involve group discussion centred around gaining insight into what the patients think we, as health professionals, do well and how we can improve their experieince.

https://aci.health.nsw.gov.au/resources/patient-experience/methods/focus_groups

Format: Webpage

Subcategory: Methods for capturing patient and carers experience Resource Type: Clinician Summaries

Updated: 5 January 2015

Participant experience focus groups: facilitation guide

This guide shows how LHDs and PHNs can use focus groups to collect information about the participant experience with the ultimate aim of improving services.

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0006/333861/Participant-experience-focus-group-guide.pdf

Format: PDF File (612.3 KB) Alternate Content: --

Subcategory: Methods for capturing patient and carers experience Resource Type: Implementation Guides

Updated: 28 September 2016

Patient Tagalong - Map the Patient Journey

A patient journey provides a unique picture of how the local hospital environment operates through the eyes and ears of your patients.

https://aci.health.nsw.gov.au/resources/patient-experience/methods/journey

Format: Webpage

Subcategory: Methods for capturing patient and carers experience Resource Type: Clinician Summaries

Updated: 5 January 2015

Patient Experience Tracker (PET) Fact Sheet

The Patient Experience Tracker (PET) is a small electronic hand held device which is used to collect patient feedback at the point of care.

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0017/253025/Patient-Experience-Trackers-Factsheetv2.pdf

Format: PDF File (439.1 KB) Alternate Content: Plain Text

Subcategory: Methods for capturing patient and carers experience Resource Type: Clinician Summaries

Updated: 2 February 2016

Patient Experience and Consumer Engagement: A Framework for Action

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0005/256703/peace-framework.pdf

Format: PDF File (494.5 KB) Alternate Content: Plain Text

Subcategory: Patient Experience and Consumer Engagement Resource Type: Frameworks

Updated: 20 February 2015

2015 Patient Experience Symposium

https://aci.health.nsw.gov.au/resources/patient-experience/patient-experience-symposium/2015-patient-experience-symposium

Format: Webpage

Subcategory: Patient Experience Symposium Resource Type: Presentations

Updated: 26 July 2016

2016 Patient Experience Symposium

https://aci.health.nsw.gov.au/resources/patient-experience/patient-experience-symposium/2016-patient-experience-symposium

Format: Webpage

Subcategory: Patient Experience Symposium Resource Type: Presentations

Updated: 26 July 2016

2017 Patient Experience Symposium

Presentations from the 2017 Patient Experience Symposium

https://aci.health.nsw.gov.au/resources/patient-experience/patient-experience-symposium/pex-2017

Format: Webpage

Subcategory: Patient Experience Symposium Resource Type: Presentations

Updated: 15 May 2017

Consumer, carer and communication, Dept of Health, Victoria

A range of initiatives promoting and supporting consumer involvement in decision-making, service development, quality improvement and health policy development.

http://www.health.vic.gov.au/consumer/index.htm

Format: Webpage

Subcategory: Programs Resource Type: Web Resources

Updated: 18 June 2020

Improving Patient and Staff Experience Program

https://aci.health.nsw.gov.au/resources/patient-experience/programs/ipse

Format: Webpage

Subcategory: Programs Resource Type: Clinician Summaries

Updated: 19 December 2014

INVOLVE

INVOLVE is a national advisory Group, funded by the UK Department of Health, which aims to promote and support active public involvement in the NHS, public health and social care research.

http://www.invo.org.uk/about-involve

Format: Webpage

Subcategory: Programs Resource Type: Web Resources

Updated: 18 June 2020

NSW Patient Survey Program

The NSW Patient Survey Program gathers information from patients across NSW about their experience with services in hospitals and other healthcare facilities.

https://aci.health.nsw.gov.au/resources/patient-experience/programs/patient-survey

Format: Webpage

Subcategory: Programs Resource Type: Clinician Summaries

Updated: 5 January 2015

48hr Follow Up video

https://vimeo.com/195870116

Format: Webpage

Subcategory: Story videos Resource Type: Other

Updated: 18 June 2020

Chronic care stories

This collection of patient story videos highlights the importance of self-management and coordinated care to support people living with chronic conditions.

https://aci.health.nsw.gov.au/resources/patient-experience/stories/stories

Format: Webpage

Subcategory: Story videos Resource Type: Web Resources

Updated: 12 January 2017

Dementia Carers’ Experience Videos

Going to hospital for emergency care or for a routine procedure can be a very stressful experience. For people with dementia and their carers, such an experience can be even more frightening, confusing and stressful. This short film shares the experience of three families.

https://aci.health.nsw.gov.au/resources/patient-experience/stories/dementia-carers-video

Format: Webpage

Subcategory: Story videos Resource Type: Toolkits

Updated: 11 December 2014

Follow up: patient experience video

A man describes his experience of follow up after a stay in hospital

https://vimeo.com/203209411

Format: Webpage

Subcategory: Story videos Resource Type: Consumer Information

Updated: 18 June 2020

Improving the experience of hospitalisation for people with intellectual disability

Daniel's story of his experience of hospitalisation, with tips for best practice of caring for people with intellectual disability in hospital

https://aci.health.nsw.gov.au/resources/patient-experience/stories/improving-the-experience

Format: Webpage

Subcategory: Story videos Resource Type: Web Resources

Updated: 13 February 2017

RealTime Health

Provides video and animation content about a range of medical conditions and social issues. The aim of the site is to improve patient health outcomes through the provision of compelling, trustworthy educational video resources.

http://realtimehealth.com.au/

Format: Webpage

Subcategory: Story videos Resource Type: Web Resources

Updated: 18 June 2020

Rehabilitation Patient Stories

https://aci.health.nsw.gov.au/resources/patient-experience/stories/rehabilitation-stories

Format: Webpage

Subcategory: Story videos Resource Type: Articles

Updated: 26 July 2016

Self Management video

https://vimeo.com/195870362

Format: Webpage

Subcategory: Story videos Resource Type: Other

Updated: 18 June 2020

Self management video [with subtitles]

A woman describes her self management journey

https://vimeo.com/203209499

Format: Webpage

Subcategory: Story videos Resource Type: Consumer Information

Updated: 18 June 2020

Stroke: Written by the Mob for the Mob

A series of short videos by Aboriginal people, describing their experience of stroke

https://aci.health.nsw.gov.au/resources/patient-experience/stories/stroke-written-by-the-mob

Format: Webpage

Subcategory: Story videos Resource Type: Web Resources

Updated: 11 January 2016

Gem

Gem is a comprehensive online eLearning platform offering a range of interactive short courses on various topics for NSW Health staff

https://gem.workstar.com.au

Format: Webpage

Subcategory: Training Resource Type: Web Resources

Updated: 18 June 2020

Young people with urinary incontinence - Health professional guide

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0009/404793/ACI_0024_PISCES_Health_professional_guide.pdf

Format: PDF File (455.9 KB) Alternate Content: --

Subcategory: Urinary Incontinence Resource Type: Other

Updated: 26 February 2018

PISCES Patient experience report

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0003/421896/ACI_0024c-PISCES_Patient-experience-report-A4_FINAL.pdf

Format: PDF File (1.5 MB) Alternate Content: --

Subcategory: Urinary Incontinence Resource Type: Other

Updated: 15 May 2018

PISCES Project overview

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0004/421897/ACI_0024d-PISCES_Project-overview-A4_FINAL-1505.pdf

Format: PDF File (628.8 KB) Alternate Content: --

Subcategory: Urinary Incontinence Resource Type: Other

Updated: 15 May 2018

PISCES Telehealth guide

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0005/421898/ACI_0024d-PISCES_Telehealth-guide-A4_FINAL-1505.pdf

Format: PDF File (1.7 MB) Alternate Content: --

Subcategory: Urinary Incontinence Resource Type: Other

Updated: 15 May 2018

Young people with urinary incontinence - Data evaluation report

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0008/406169/PISCES_Data-evaluation-report-ACI_0024.pdf

Format: PDF File (1.6 MB) Alternate Content: --

Subcategory: Urinary Incontinence Resource Type: Other

Updated: 6 March 2018

Young people with urinary incontinence

https://aci.health.nsw.gov.au/resources/patient-experience/young-people-with-urinary-incontinence/young-people-with-urinary-incontinence

Format: Webpage

Subcategory: Urinary Incontinence Resource Type: Clinician Summaries

Updated: 18 July 2016