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Patient Experience and Consumer Engagement

We believe that the best innovation and healthcare improvement can only come from listening to and understanding what people need and want.

Our vision is for consumers and families to be equal partners in health care improvement in NSW.

HOW WE WORK WITH CONSUMERS, FAMILIES, CARERS AND STAFF

Our Patient Experience and Consumer Engagement: A Framework for Action outlines how we work with consumers, families, carers and staff to make healthcare better in NSW.

You can use this Framework to plan engagement activities when designing, implementing or evaluating improvements, activities, products and services.


What is experience-Based Co-design?

Experience-based co-design is a collaborative approach that brings consumers, families, carers and staff together to improve health services.

In experience-based co-design the people who use and deliver health services are engaged to share their experiences and design improvements together.

What Experience-Based Co-design Projects are we supporting?

We have used experience-based co-design to build collaborative partnerships and facilitate health service improvement in six different health settings in NSW.

The projects include:

  1. Hospitalisation of People with Intellectual Disability
  2. Rehabilitation Services
  3. Blood and Marrow Long-Term Follow-Up
  4. Young people with Urinary Incontinence
  5. Brain Injury Rehabilitation
  6. Adult Community Mental Health Services

What are the important features of Experience-Based Co-design?

There are three important features of experience-based co-design: ‘Experience’, ‘Co’ and ‘Design’

  1. ‘Co’ means that consumers, families and staff are working  together from start to finish with equal say, decision making and responsibility
  2. ‘Experience’ highlights that we need to gather real stories from people to understand their experiences of what is going well and what would be better
  3. ‘Design’ clarifies that we are identifying the why, what and how to make things better in partnership with consumers, families and staff

MUSIC & MEMORY PILOT IN NSW HEALTH

We partnered with the Arts Health Institute to bring Music & Memory to 21 health services in NSW.

Music & Memory is an accredited program that brings personalised music into the lives of people through digital music technology.

Watch our short video to see the impact of Music & Memory here

REAL TIME FEEDBACK FROM PATIENTS, FAMILIES, CARERS & STAFF

The PEACE Team within the ACI aims to support NSW Health to capture and use patient, family, carer and staff experience in health care improvement.

The Real Time Feedback program supports ACI initiatives, Centre for Healthcare Re-design projects and LHD / SHN projects with a cloud based system to design, run & report on surveys in real time.

The real time feedback system is available to NSW Health services at no cost.

To find out more about the real-time feedback system available

STORYTELLING IN HEALTHCARE

Stories capture people’s experiences and can make a real difference.  Stories can raise awareness and are a powerful way to promote change and improve healthcare.

Read about tips for storytelling in healthcare

WHAT IS PATIENT EXPERIENCE?

Patient experience is a key part of high quality health care.  There is also an important link between patient experience, safety and effectiveness.

Patient Experience Tools and Resources

OUR ACI CONSUMER COUNCIL

Our Consumer Council is made up of a group of people from diverse backgrounds that want to make a difference and improve healthcare in NSW.

Each member of the Council has their own experiences with NSW Health, interest and motivation to enhance the way we collaborate with consumers, families and staff at ACI.

View details of ACI's Consumer Council

PATIENT EXPERIENCE AND CONSUMER ENGAGEMENT TEAM AT ACI

Tara Dimopoulos-Bick
Manager, Patient Experience and Consumer Engagement
Phone: 9464 4684
Email: aci-peace@health.nsw.gov.au