Collaborating with Consumers to Reduce ED Complaints

South Western Sydney Local Health District

Collaborating with Consumers to Reduce ED Complaints
Camden and Campbelltown emergency departments were receiving a large volume of complaints. The emergency department (ED) teams, including nursing, medical and administration staff recognised the need to implement changes to enhance consumer satisfaction with the quality of the care and service provided.

The team established a strong partnership with consumers to improve a patient’s journey through the ED and achieve meaningful and sustainable results by meeting the needs and expectations of the community. 

The partnership with consumers resulted in a significant reduction in complaints. When compared with January 2017, the rate of complaints received reduced from 2.67 per 1000 presentation to 0.72 per 1000 presentations. This is despite a 5.64% increase in ED presentations over this period.

​Home Away from Home

Northern NSW Local Health District

Home Away from Home
We aimed to examine ways in which clinical practice redesign could facilitate improvements in lifestyle and wellbeing of residents living in multipurpose facilities in NSW. Changes included the introduction of Skype, increase in frequency and variety of social outings and recreation activities, pet therapy, visits from the local schools and changes to dining including point-of-service meals.

Residents ratings:
  • Quality of Life - 6.83 increased to 7.93
  • Physical comfort and wellbeing - 6.38 increased to 7.79
  • Overall mood and emotional wellbeing - 6.0 increased to 7.93
  • Relationships between residents, carers families and staff - 6.83 increased to 7.85. 
​​This project represents a shift from a traditional model of care prevalent in many aged care settings in the Australian healthcare system towards a wellbeing model.

​​MY Recovery - The Consumer Led Journey

Murrumbidgee Local Health District

MY Recovery – The Consumer Led Journey
The Mental Health Recovery Unit (MHRU) endeavours to empower consumers to achieve their own goals and take control of their own support networks to help move through their recovery journey. Consumers chair their own ‘Recovery Reviews’ at weeks 2, 5 and 7 - this is an opportunity to review their goals and enlist support from relevant parties. 

Evaluations have revealed that 88% of consumers felt like a leader in their own recovery journey and 82% felt as though their relationship with mental health services had improved.
Current as at: Friday 7 September 2018
Contact page owner: Strategic Communications and Engagement