Waitemata patient experience programme

Waitemata Patient Experience programmeWhat is the Waitemata Patient Experience Programme?

The Waitemata Patient Experience Programme is an intentional effort to co-design and deliver an excellent experience for patients, whānau and staff. We know, from studies and observation, that a focus on patient experience has great benefits and improves outcomes. We also know that we can only provide a positive experience for patients and whānau if we have an engaged and positive workforce.

What are we trying to achieve?

  • Improving health outcomes, and
  • Enhancing patient experience

Health services with high levels of 'patient care experience' reported by patients provide clinical care that is higher in quality across a range of conditions. Improved patient experience is positively associated with:

  • improved use of medications
  • improved understanding of treatments
  • reduced readmission and visits to General Practitioners (GPs)
  • reduced treatment errors
  • better use of health preventive services

Our community provide us with feedback about their experiences and we are committed to using this feedback to improve our services.

What can you do to help us?

We seek patient and community feedback in a variety of ways and encourage patients to provide both positive and constructive feedback. Waitemata DHB is committed to understanding what matters to our patients. We are moving away from services that do things to and for its patients to one where the service works in partnership with patients and whānau to support them with their health needs.


What have we done?

The Waitemata Patient Experience Program has led and supported the following quality improvement and service redesign activities:

  • Community and staff engagement
    • 'In Your Shoes' Sessions – patient and staff listening events
    • Introduction of Patient & Staff Experience reporting system [view more about our experience reporting system]
    • Patient experience week – awareness campaign to promote everyone’s role in enhancing the patient experience [view more about our patient experience week]
    • Gynaecology Services listening events
    • Stroke services listening events
    • Consumer Engagement workshops and community presentations
    • Maternity services feedback focus
  • Patient/whānau centred initiatives
    • Patient entertainment systems – trial of ipads for inpatients on Ward 7 [view more about our patient entertainment systems]
    • Health Literacy – ensuring health information is understood by our community
    • Continuing to roll out protected mealtimes
    • Continuing to monitor bedside handover
    • Implementing discharge calls process
  • Service redesign
  • Community and staff education

The recent recruitment of the Director and Associate Director of Patient Experience have increased resources to maintain the high volume of work and the great appetite Waitemata DHB improve services and enhance the Patient Experience.

Where to from here?

The Waitemata Patient Experience Program will continue to ensure patient feedback and experiences are understood to influence positive change and improvement. Working in partnership with our community to develop innovate ways improving services to enhance the patient experience and patient outcomes.