Innovations in Communication

and Education

Dr Sue Copas

Community Participation Manager

Auckland District Health Board

Meg Smith

Project Manager

Healthpoint

The Traditional Healthcare Universe Patients, families whānau (P1 to P5) are forced to interact with

facilities – focused around the systems and needs of the healthcare

provider, employer, payer or supplier, not the patients, families whānau

& their communities

P1

P2

P3

FACILITY

P5

P4

In 1543, Copernicus was the first to propose that the Earth rotated around the sun, while accepted scientific thought at the time believed that the Earth was the centre of the universe. Copernicus effectively “changed the centre of the universe”.

Healthcare’s “Copernican Shift” Healthcare is undergoing a “Copernican Shift” –

with patients, families whānau & communities

placed at the centre of the orbits of various

healthcare strategies

PATIENTS

FAMILIES

Communities

Home

Prevention • Knowledge

• Fitness

• Wellness

Hospital • Hospital in/out-

patients

• Results

• Access

Home Chronic

Care • Knowledge

• Senior Care

• Family awareness

Home

Outpatient • Visits

• Access

• Monitoring

Clinic • Convenience

• Access

‘What matters

to you’?

Asking patients,

families, whānau and

communities…

We wanted to learn how we can

improve health care guided by the

knowledge and experiences in

communities, by exploring their

needs and what matters to them.

PATIENT EXPERIENCE

Patients at the Centre &

Working together for WELLNESS

BACKGROUND

• Patient Experience week was held across Auckland, Counties

Manukau and Waitemata DHBs during 23-27 March 2015.

• The purpose of the week was to raise awareness of the importance of

listening to and working with patients, families and whānau.

• This was a beginning. The aim is to learn from the experiences shared

and take this knowledge into new ways of designing and delivering

quality patient centred healthcare.

• At Auckland DHB our theme was, Everyone has a story. This

acknowledges the power of telling and listening to personal stories.

• We wanted to provide opportunities for patients to have their say and

tell their stories in various ways.

PATIENT TALKS PURPOSE

We wanted to learn how we can improve

health care guided by the knowledge and

experiences that begin with the patient, with

exploring their needs and what matters to

them.

I AM THE PATIENT EXPERIENCE

• “There is no question there is power

in recognizing ‘I am the patient

experience’. If everyone in

healthcare considered this and acted,

imagine the impact we could have on

the experiences of every patient,

their families and each other.”

• Jason A. Wolf, executive director,

The Beryl Institute.

I AM PATIENT EXPERIENCE.

Deb talks about her healthcare experience

after having a head injury…

Patient care is more than just healing -- it's

building a connection that encompasses

mind, body and soul. If you could stand in

someone else's shoes . . . hear what they

hear. See what they see. Feel what they feel.

Would you treat them differently?

Person-Focused Health Services Website

• Up-to-date comprehensive information on

Healthcare services,

• Easy to access information on health services

• Supports health literacy.

• Facilitates making decisions with managing

personal health needs…….what matters to me

Our challenge to you

• Put yourself in your patients shoes and review

the information about your service on

Healthpoint.

• Consider the power in recognising

“I am the patient experience”

and how you might act on this day to day in

your practice.

•