A new device that provides instant feedback from patients during their hospital stay has been rolled out across Eastern Health as part of a suite of innovative methods to improve care and services.
The Patient Experience Tracker System (PETS) records responses from patients about their experience, including treatment from staff, involvement in their own care and communication.
During the initial pilot phase, 10 patient experience trackers were used across Eastern Health to gather the useful data. A total of 418 patients responded in the first round of feedback, providing staff with an immediate impression of patient satisfaction.
"The PETS complements the arrangements we already have to track feedback, providing data quickly for relevant managers and staff to drive ongoing, sustainable improvements in patient care," said Tanya Hendry, Manager of Consumer Participation & Patient Experience.
The system is part of Eastern Health‟s In the Patient’s Shoes strategy, which promotes the need for staff to use patient feedback to inform and improve the way they provide care. The strategy includes leadership walkrounds, the Department of Health‟s Victorian Patient Satisfaction Monitor survey and the lodgement of complaints and compliments.
"All the feedback we receive is themed every three months, so we can see where we are performing well and which areas need improvement," Ms Hendry said. "For example, recent results showed customer service could be improved, so we are developing an information tag for all staff that reminds them of the importance of good communication with patients.
"In 2012 we will use the PETS to gain feedback about specific areas, such as our maternity services and food services. We also plan to use other innovative ways to gather feedback from patients, their carers and family members, such as a „mystery shopper‟-style system and phone calls to patients once they have left hospital."
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Media contact: Ashlea Milner, Media and Publications Co-ordinator, 9895 4879