South Western Sydney Local Health District (SWSLHD)
Within Fairfield Orthopaedic Hip and Knee Service it was
identified that disparity existed in the time taken to access
the service for patients from the culturally and linguistically
diverse (CALD) community compared to the remainder of
the population. A project team was established to analyse
possible reasons for this and explore possible solutions.
A revised patient-centred process was developed which
included changes such as contacting the next of kin (or an
English-speaking contact), adjustment of appointment letters
and introduction of confirmation phone calls with client/next
of kin the week prior to the appointment.
Clients from the CALD community are now able to access
an initial appointment in a similar time frame to the English
speaking population. Following implementation of the new
process this improved from five per cent to 40 per cent for
CALD community and from 35 per cent to 45 per cent for
English speaking patients.