The patient experience is central to everything we do at The Royal Victorian Eye and Ear Hospital (Eye and Ear), and we strive to be a leader in eye, ear, nose, and throat care.
To support our work, patients, carers, family and visitors are encouraged to leave feedback about their experience, as we believe feedback, whether positive or negative, is an essential and crucial aspect of ensuring our patients feel welcome and safe during their treatment.
As part of the process, those leaving feedback can nominate a staff member for the Patient Experience Awards, giving staff who provide exceptional care the ability to be recognised by the hospital.
This year’s winners of the Patient Experience Awards were announced at a Staff Forum, and we spoke with some of the winners about what the award means to them.
Christian Sanahon – Emergency Department
Christian is a nurse who works in the Emergency Department, caring for patients who require urgent care.
It was through several feedback cards that Christian was nominated for his care, with a summary of his nominations here:
“Feedback received from patients who were grateful for the care shown, the attentive friendly manner in which Christian conducts himself and his kindness and professionalism which are always on display.”
When Christian was informed of his nomination, he was appreciative of time the patient took to nominate, acknowledging and appreciating the service he provided whilst the patient was in his care
“I was just so happy for the nomination itself…and then when the Consumer Liaison Officer told me that I was one of the three winners, that literally made my day, my whole week and entire month.”
Providing excellent patient care in incredibly important to Christian. His experience working in aged care his influenced the way he approaches patient care, including prioritising and emphasising communication as a key part of how we can all improve the patient experience.
“I have a rule in my life that whenever I’m with my patient or interact with their family member/relatives, I treat them as my own family. This started when I worked in Aged Care as a PCA back 8 yrs ago.”
“Communication is the most important aspect of patience experience in my own opinion. Without proper communication, this might alter and affect the client’s care plan and decision making of the entire team.”
Dr Ezekial Kingston – Ophthalmology Registrar
Dr Kingston is a second year Ophthalmology Registrar.
His nomination came from a patient who he cared for during an Emergency Department visit:
“It’s been my intention for some time to write to thank your team in the Emergency Department (ED) for their care in late August. I’m very conscious that health care settings are soften subject to complaints more than compliments. With my husband, I have owned and operated a general practice for 41 years, and we are always pleased to receive positive feedback. Dr Ezekiel Kingston was thorough in his reassessment and acknowledged my request for a bacterial culture of the discharge. I would like to thank him in particular for listening to my concerns about identifying any possible infections.”
The nomination and win both surprised and humbled him, as he knows many caring health care providers at the hospital that deserve recognition for their work.
For anyone, coming to a hospital can be a distressing and uncertain time.
“Having someone who listens to your concerns and helps you along the journey always makes the experience much more bearable.”
“I think it’s more important to pause and ask, how would I or a loved one be feeling or want to be treated if in the same situation. I think this is what the patient experience is about – feeling heard and understood in what is often a very difficult time in life.”
He also attributes listening as a key component of ensuring not only thorough patient diagnosis, but how we can all improve on the patient experience. That the trust built between patient and health care provider goes hand in hand with effective treatment.
Aiding Dr Kingston in providing a welcoming and caring experience for patients is connecting with his faith and taking time to re-focus.
Nominations for the Patient Experience Awards at the Eye and Ear are available all year round. If you’d like to nominate a staff member for their care, leave feedback or a suggestion for the hospital, please use our Feedback page here.
