Innovations in Communication and

EducationDr Sue Copas Community Participation ManagerAuckland District Health Board

Meg Smith Project ManagerHealthpoint

The Traditional Healthcare Universe

Patients, families whānau (P1 to P5) are forced to interact with facilities – focused around the systems and needs of the healthcare provider, employer, payer or supplier, not the patients, families whānau & their communities

P1

P2

P3

FACILITY

P5

P4

In 1543, Copernicus was the first to propose that the Earth rotated around the sun, while accepted scientific thought at the time believed that the Earth was the centre of the universe. Copernicus effectively “changed the centre of the universe”.

Healthcare’s “Copernican

Shift”Healthcare is undergoing a “Copernican Shift” – with patients, families whānau & communities placed at the centre of the orbits of various healthcare strategies

PATIENTSFAMILIES

Communities

Home Prevention

• Knowledge• Fitness• Wellness

Hospital• Hospital in/out-

patients• Results• Access

Home Chronic Care

• Knowledge • Senior Care• Family awareness

Home Outpatient

• Visits• Access• Monitoring

Clinic• Convenience• Access

‘What

matters to

you’?

Asking patients,

families, whānau

and communities…

We wanted to learn how we can

improve health care guided by the

knowledge and experiences in

communities, by exploring their

needs and what matters to them.

PATIENT EXPERIENCE

Patients at the Centre &

Working together for WELLNESS

BACKGROUND• Patient Experience week was held across Auckland, Counties

Manukau and Waitemata DHBs during 23-27 March 2015.

• The purpose of the week was to raise awareness of the

importance of listening to and working with patients, families

and whānau.

• This was a beginning. The aim is to learn from the

experiences shared and take this knowledge into new ways of

designing and delivering quality patient centred healthcare.

• At Auckland DHB our theme was, Everyone has a story. This

acknowledges the power of telling and listening to personal

stories.

• We wanted to provide opportunities for patients to have their

say and tell their stories in various ways.

PATIENT TALKS PURPOSE

We wanted to learn how we can improve

health care guided by the knowledge and experiences that begin with the

patient, with exploring their needs and what matters to them.

I AM THE PATIENT EXPERIENCE

• “There is no question there is

power in recognizing ‘I am the

patient experience’. If everyone

in healthcare considered this

and acted, imagine the impact

we could have on the

experiences of every patient,

their families and each other.”

• Jason A. Wolf, executive director,

The Beryl Institute.

I AM PATIENT EXPERIENCE.

Deb talks about her healthcare experience after having a head injury…

Patient care is more than just healing -- it's building a connection that encompasses mind, body and soul. If you could stand in someone else's shoes . . . hear what they hear. See what they see. Feel what they feel. Would you treat them differently?

Person-Focused Health Services Website

• Up-to-date comprehensive information on

Healthcare services,

• Easy to access information on health services

• Supports health literacy.

• Facilitates making decisions with managing

personal health needs…….what matters to me

Our challenge to you

• Put yourself in your patients shoes and review

the information about your service on

Healthpoint.

• Consider the power in recognising

“I am the patient experience”

and how you might act on this day to day in

your practice.

•