Partnering With PatientsExplore and Understand » Partnering With Patients

Explore and Understand

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There are many steps to partnering with consumers starting with gaining an understanding of how patients, carers and staff experience your health facilities.

Gaining an understanding of how people experience the health system requires listening, observation and collecting real time feedback.

While surveys provide answers to the questions asked they do not give a picture of the here and now. If improvements are to be made it is important that we can identify and understand particular patient experiences so we can improve the experience and measure the improvement.

Listening to patient, carer and staff stories allows us to better understand how people move through the health system. Staff can usually provide good insights into the area in which they work. Patients and carers provide insights to what it is like to move through the various areas and whether that movement is seamless.

Observation allows organizations to better understand the patient experience through their eyes, by walking with patients through a particular segment of their health journey.

Patient experience trackers allow collection of real time feedback from patients. Data gathered using the trackers is analysed and presented in an easily understood format so staff can better interpret patient responses to care.

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