What does Patient Experience mean?
The Beryl Institute is an international collective of people passionate about improving the patient experience. They have created this definition: “Patient Experience is the sum of all interactions, shaped by an organisations culture, that influence patient perceptions across the continuum of care.” (The Beryl Institute)
What is Patient Experience Week?
Patient Experience Week is an initiative of the Beryl Institute to celebrate healthcare staff impacting patient experience everyday. Inspired by members of the Institute community, Patient Experience Week provides a focused time for organisations to celebrate accomplishments, re-energise efforts and honour the people who impact patient experience everyday. From nurses and physicians, to support staff and executive professionals, to patients, families and communities served, the Institute hopes to bring together healthcare organisations across the globe to observe Patient Experience Week. (The Beryl Institute)
Who is a health consumer?
A health consumer is anyone who uses, has used, or may use any health or health related service. It is not limited to those currently using a service. The terms “patients” and “users” generally apply only to those currently undergoing some form of treatment.
Consumers contribute in unique ways to the discussions around health care service provision because their focus and background differs from that of health service providers and medical practitioners.
Health consumers accrue experience of the health care system simply by going about their daily lives. Consumers have dealings with GPs, surgeons, oncologists, haemotologists, physiotherapists, nurse practitioners and a range of other specialists.
What does partnering with consumers mean?
‘Standard 2, Partnering with consumers of the National Safety and Quality Health Service Standards requires the involvement of consumers in the organisational and strategic processes that guide the planning, design and evaluation of health services.
The actions identified in the partnering with consumers build on emerging evidence of the benefits partnering with consumers can bring to health services. For example, involving consumers in service planning, delivery, monitoring and evaluation is more likely to result in services that are more accessible and appropriate for consumers.
There is no single approach to partnering with consumers. How healthcare organisations choose to establish and maintain their partnerships needs to reflect the organisation’s context, the purpose of the partnership, the desired outcomes and the environment in which the partnership is occurring. Where possible, strategies to engage with consumers should build on existing processes.’ (www.safetyandquality.gov.au)