❓ Mr Michel asks about the McGowan government's patient opinion system. The Minister for Health responds, highlighting its rollout, usage statistics, and impact on service improvements, emphasizing responsiveness and transparency.
AnsweredQoN 897Legislative Assembly
QuestionView source ↗
PATIENT OPINION
AUSTRALIA
897. Mr K.J.J. MICHEL to the Minister for Health:
I refer to the McGowan Labor
government's commitment to putting patients first. Can the minister
update the house on the government's patient opinion system and how it
will ensure that we have a responsive and transparent health system?
AUSTRALIA
897. Mr K.J.J. MICHEL to the Minister for Health:
I refer to the McGowan Labor
government's commitment to putting patients first. Can the minister
update the house on the government's patient opinion system and how it
will ensure that we have a responsive and transparent health system?
AnswerView source ↗
I
thank the member for the question. We were in his electorate just recently,
opening the new Karratha Health Campus. It is terrific to see it serving
the people of that community already.
We know that successful health
systems are those that respond to the needs of their customers. That is why the
McGowan Labor government had a firm principle at the election of putting
patients first and getting the health system to embrace innovation. The
important thing we did was to extend the Patient Opinion Australia service
right across our health system to make sure that we set our hospitals afloat on
a sea of customer feedback data. I am very pleased to report to the house and
to the member for Pilbara that that program is going very well. We have now
rolled it out across all the five state health service providers, including the
statewide pathology service, PathWest. I am
very pleased to say that our public–private partners—Ramsay
Health Care at Joondalup Health Campus and Peel Health Campus, and St
John of God at Midland Health Campus—have engaged with the program as
well to make sure that we are all, as health system leaders, responding to the
needs of customers. Since we have rolled it out across the system, over 1 040
stories have been shared on the patient opinion service. Those stories have
been viewed over 320 000 times by members of the public who are looking at our
health services and our health system and seeing how it is responding to
patient needs. Of the 1 043 stories that have been published, 510—at
48.9 per cent that is almost half—were positive or neutral comments.
This is a great way for hospital workers and hospital leaders to receive
positive feedback about their services so that they know what they are doing
well. High-level complaints represented only 69 stories, which is 6.6 per cent.
More importantly, of the 1 009 stories that received a response, 745 received a
response within 72 hours. This is a health system that is starting to look
outwards and respond to patients—the needs of its customers. That
number increases to 883 when including stories that received a response within
seven days. Of absolute importance is that of the 533 stories with some level
of criticism, 60 have led to planned changes or actual changes in the way we
deliver health services. That is why we have a dynamic hospital system that is
responding to the needs of its patients.
Mrs L.M. Harvey : Wake up over
there!
The SPEAKER : Member for
Scarborough, I call you to order for the second time.
Mr R.H. COOK : It is about
continuous improvement and putting patients first. This is how the McGowan
government is continuing to implement changes and policies that create a world-class
health system.
thank the member for the question. We were in his electorate just recently,
opening the new Karratha Health Campus. It is terrific to see it serving
the people of that community already.
We know that successful health
systems are those that respond to the needs of their customers. That is why the
McGowan Labor government had a firm principle at the election of putting
patients first and getting the health system to embrace innovation. The
important thing we did was to extend the Patient Opinion Australia service
right across our health system to make sure that we set our hospitals afloat on
a sea of customer feedback data. I am very pleased to report to the house and
to the member for Pilbara that that program is going very well. We have now
rolled it out across all the five state health service providers, including the
statewide pathology service, PathWest. I am
very pleased to say that our public–private partners—Ramsay
Health Care at Joondalup Health Campus and Peel Health Campus, and St
John of God at Midland Health Campus—have engaged with the program as
well to make sure that we are all, as health system leaders, responding to the
needs of customers. Since we have rolled it out across the system, over 1 040
stories have been shared on the patient opinion service. Those stories have
been viewed over 320 000 times by members of the public who are looking at our
health services and our health system and seeing how it is responding to
patient needs. Of the 1 043 stories that have been published, 510—at
48.9 per cent that is almost half—were positive or neutral comments.
This is a great way for hospital workers and hospital leaders to receive
positive feedback about their services so that they know what they are doing
well. High-level complaints represented only 69 stories, which is 6.6 per cent.
More importantly, of the 1 009 stories that received a response, 745 received a
response within 72 hours. This is a health system that is starting to look
outwards and respond to patients—the needs of its customers. That
number increases to 883 when including stories that received a response within
seven days. Of absolute importance is that of the 533 stories with some level
of criticism, 60 have led to planned changes or actual changes in the way we
deliver health services. That is why we have a dynamic hospital system that is
responding to the needs of its patients.
Mrs L.M. Harvey : Wake up over
there!
The SPEAKER : Member for
Scarborough, I call you to order for the second time.
Mr R.H. COOK : It is about
continuous improvement and putting patients first. This is how the McGowan
government is continuing to implement changes and policies that create a world-class
health system.
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