Patient centred care – Q&A with Patient Experience Award Winner
Nurse Mya is a recent recipient of a Patient Experience Award, an annual award at the Eye and Ear generated by patient nominations of staff who went above and beyond in their care.
Since joining the Eye and Ear in February 2025, Mya spends most of her time helping patients in our Emergency Department. Drawn to healthcare after finishing high school, Mya chose nursing as a rewarding way to support people when they need it and make a meaningful difference to their care.
We spoke to Mya about her award and the values that guide her care.
What does winning the Patient Experience Award mean to you, and what do you hope it highlights about quality patient care?
Winning the Patient Experience Award is an honour because it means the care I’ve provided has made a positive difference from the patient’s perspective. For me, it highlights that quality care isn’t just about clinical skills; it’s also about compassion, communication and making people feel heard. I believe it shows that taking the time to connect with patients can have just as much impact as the treatment itself.
What does the patient experience mean to you?
The patient experience is how someone feels throughout every stage of their healthcare journey. Every patient has their own fears, expectations and story. While we can’t always change the diagnosis, we can change how supported they feel while going through it. For me, a positive patient experience means when someone leaves our department, they feel they were treated with dignity and respect, regardless of how busy the department was.
What does safe, high-quality care look like in your day-to-day work, and how does patient-centred care help you deliver it?
Safe, high-quality care means combining strong clinical care with genuine compassion. In the ED, we often see patients who are frightened because they’ve suddenly lost vision, hearing or are experiencing pain. While providing timely, evidence-based treatment is essential, it’s equally important to recognise the emotional impact these conditions can have. Patient-centred care means involving patients in decisions about their care. I find that when patients understand what’s going on, they’re generally less anxious.
Because we care for patients with vision and hearing impairments, I also adapt the way I communicate to meet each patient’s needs. For example, taking the time to ensure they understand their discharge instructions is an important part of keeping patients safe once they leave the department.
What small actions do you think make the biggest difference to how patients feel during their care?
I think it’s often the little things that patients remember most. Introducing yourself, sitting down to have a conversation when you can, listening without rushing, explaining what’s happening with their care all help patients feel valued. Even just a smile or taking a minute to reassure someone who’s feeling anxious can make a significant difference in their experience. I also enjoy using humour and showing my personality to make patients feel more at ease and create a positive, comfortable environment during their care.
How can we all improve the patient experience?
Remembering that every patient is more than a UR number — they are a person with their own story, concerns and feelings. While healthcare environments can feel routine to staff, for many patients it may be their first time in hospital, or a particularly stressful moment in their lives. Showing patients we understand their feelings means more than we know. I think more of an effort communicating effectively with patients needs to be done. Also remembering that therapeutic communication looks different with every patient, figuring out how your patient prefers to communicate is an important skill.
If you’d like to leave feedback about a staff member or your experience at the hospital, fill in our Feedback form here.
