How we use your feedback to improve

At Eastern Health we greatly value your feedback. Thank you for taking the time to tell us about your experience of care. Wherever possible, we try and make improvements based on feedback. 

Information Integrity and Analytics – Release of Information

YOU SAID

An Eastern Health doctor contacted Release of Information to see if a discharge summary could be provided in a format a blind patient who lives alone could read themselves.

WE DID

We liaised with the EMR team and gave the blind patient their discharge summary in a PDF format that could be used in conjunction with the patient's accessibility enabled PDF reader.  This allowed the patient to read their own discharge summary independently and has made us aware of technical mechanisms we can use to assist blind patients in this way in future.

 

Koonung Clinic, Doncaster Continuing Care Team & Duty - Adult Mental Health

YOU SAID

The mother of a long term consumer requested a Male Case Manager for her 30 year old son.

WE DID

The catchment of Doncaster CCT does not currently have a male case manager in their staff mix. The Service Manager and team leader organised the clinic assistant duty worker whom is a male nurse, to be the face of the consumers' team and have direct client contact/interaction with male consumer on his fortnightly treatment interventions.

The current female Case Manager and Team Leader still work with the client’s mother and complete the 'behind the scenes' case management workload. #TeamworkAgileworkforceRoleflexibility

 

Intensive Care Unit Box Hill Hospital

YOU SAID

During Covid-19 many of our patients and their families highlighted the difficulties they were experiencing in being separated and not being able to communicate.

WE DID

The ICU Patient Experience Group (IPEG) designed an email to be sent to every NOK on a patient's admission to ICU. The email acknowledged the visiting restrictions and offered support to families including an option to video call patients and to send video and audio clips for patients that were unconscious. Over the 2020 COVID period we sent 654 initial emails to families and had phenomenal feedback from patients and families re: the support offered in such a difficult time.

 

 Read about other improvements.