Mitchell Wilson

Maintaining a Positive Patient Experience in a fast-paced surgical environment

In the fast -pace world of health care delivery the expectations to meet targets and cut costs can at times dominate what is seems important when managing a hospital department.

A positive patient experience is underpinned with timely access to services, easy access to information and good communication with health care providers.

Patients, carers and staff are all key resources when understanding what changes are required to maximise their experience. Simple changes implemented from their feedback can provide quick wins and often have the greatest experiential impact.

Establishing a culture where staff are proactive at seeking feedback from patients and carers and are
willing to undertake quality improvement activities based on feedback builds an environment that
supports a positive experience for patients, carers and staff.

Key sentences

• Patient experience and patient satisfaction are different measures.
• A positive patient experience is underpinned with timely access to services, easy access to information and good communication with health care providers.
• Patients, carers and staff are all key resources when understanding what changes are required to maximise their experience.
• Simple changes implemented from their feedback can provide quick wins and often have the greatest experiential impact.
• Establishing a culture where staff are proactive at seeking feedback supports a positive experience for patients, carers and staff.