Capturing Patient & Carer Experience
There is now a widespread realisation that patients’ involvement in care improvement is not optional but essential to achieving high quality of care. Understanding the patients’ perspective about their experience in the health services can offer great insight to the gaps in service delivery and ways to improve it.
NSW Health has developed a method of collecting and analysing stories about patient and carer experiences. The method deliberately goes beyond questions of satisfaction, and explores patient and carer perceptions of their care and what they actually experienced.
When it is skilfully employed, the method enables staff members to:
The method involves discussions with a number of patients and carers of a particular service who have had recent contact with the service, e.g. within the past month.
The method features:
Ethics Approval Process within Hunter New England
A generic HNE process and resources to capture patient and carer stories have been approved by the Hunter New England Human Research Ethics Committee, Reference 16/07/20/5.02.
To capture the patient & carer stories for your particular project you are required to obtain additional approval by completing a variation form to HNE approved generic process to capture patient stories. Please use this variation form to capture patient & carer experience which has been partially completed with the following information: HNE generic title, reference number and Chief Investigator for the HNE generic project process. The form includes prompts [in red] to assist in providing accurate information required for variations to the HNE generic process. Once you have completed this form, email a word & pdf versions including any attachments to HNELHD-HREC@hnehealth.nsw.gov.au.
Please consider the following when completing the application for variation form:
Variations should not be inconsistent with the approved methodology or recruitment as detailed in resources to capture the patient & carer experience.