ALMOST 20 per cent of the region's public hospital patients said doctors don't answer their questions clearly, but things are improving.
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In the Western NSW Local Health District (LHD) 83 per cent of patients said doctors 'always' answered their questions in an understandable way, this is up from 77 per cent five years ago.
Data released this week from the Bureau of Health Information (BHI) surveyed people in public hospital emergency departments and also those who were admitted.
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It showed the Western NSW LHD rated better than the NSW rate of 78 per cent which is up from 74 per cent five years ago.
At the conclusion of the five-year long patient survey in 2018, the Western NSW LHD introduced bedside clinical handovers by staff.
"Previously, this handover between staff occurred in an office, away from the patient," the BHI report said.
We are elevating the importance of patient experience by engaging patients as partners in their own care.
- Western NSW LHD manager of patient experience Beth Masling
"Staff now conduct the handover at the patient's bedside, but this process involves more than just a change of location. Bedside clinical handover now includes the patient, and carer where appropriate, in the handover conversation."
Western NSW LHD manager of patient experience Beth Masling said they had listed to patient feedback.
"We are elevating the importance of patient experience by engaging patients as partners in their own care, and supporting staff to understand the impact great experiences have on health outcomes," she said.
The Western NSW LHD reported to the BHI that a range of measures introduced had been effective in enhancing communication, reducing complaints and increasing patient engagement in their own healthcare - improving patient safety, experience and outcomes.
"Bedside clinical handover in particular has also enhanced staff understanding of what matters to patients, and improved collaboration among staff across all disciplines," the report stated.
"In real-time point-of-care surveys administered by the LHD, 81 per cent of patients rated their overall care as 'excellent' in May 2020, an increase of 11 per cent since January 2018.
"Additionally, 82 per cent of patients said health professionals 'always' explained things in a way they could understand in May 2020, an increase of three per cent since August 2018."
BHI chief executive Dr Diane Watson said patient surveys provide a unique perspective on the healthcare system that can only come from asking people about their personal experiences.
"When thousands of patients tell you about their personal experiences you can identify and report on the strengths and weaknesses of the NSW healthcare system overall, as well as across local health districts and hospitals," she said.
"The information in this report is very important because it is now widely recognised that patients' experiences in hospital are important determinants of the outcomes of their care.
"Those responsible for managing and delivering healthcare services can use this information to help inform their ongoing efforts to improve care for patients in NSW."
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