Patient Centred Care And Feedback

Home › Patients Visitors › Patient Centred Care And Feedback

The Albury Day Surgery is committed to partnering with consumers to ensure that the services we provide are patient centered and meet the needs of our patients, carers and other consumers.

There are 4 key attributes of patient centered care:

• “Whole-person” care
• Coordination and communication
• Patient support
• Ready access

ADS encourages patients to be involved in decisions about their care. Understanding your condition and asking questions will help you make important decisions about your care. There is evidence that the patient centered approach to care leads to a reduction in anxiety, better health outcomes and quicker recovery, which is why we encourage you to work with us.

Here’s how you can assist:

• Be actively involved in your own health care.
• Know who your care providers are. If staff don’t introduce themselves, ask for their name and position.
• Make sure we confirm your identity when doing a procedure or giving medications.
• Ask what new medications are for.
• Write down any questions you may have as you think of them.
• Be sure you read and understand any information given to you.
• Make sure you understand what to do when you get home.

Handover & Patient Identification
Clinical handover occurs when professional responsibility and accountability for your care is transferred to another person on a temporary or permanent basis. At this time staff will stop what they are doing and confirm your identification, procedure, allergies and confirm details of the procedure.
You will notice throughout your stay staff will be asking you your name, date of birth and confirming your details on a constant basis. This is part of our process for ensuring we have the right patient and the right procedure. 

Patient Feedback
We value patient feedback, if you have recently been a patient at the Albury Day Surgery a copy of our patient satisfaction survey can be accessed via the below link using the QR Code. These Surveys are reviewed at management meetings and help us to continually make improvements. 

Goals of Care 
As part of our admission process we ask patients individually on their admission kit what matters most to them and what they expect from their experience with us. Both of these questions help us to provide personalised care and meet the needs of our individual patients. 

REACH-Patient and Family Activated escalation 
REACH is an easy to use system to raise concerns if you notice a worrying change in your condition or that of your loved one.We encourage you to first raise your concerns directly with your nurse or doctor. If you remain worried after speaking with your nurse or doctor, REACH provides you with more options to escalate your concerns further. REACH posters are displayed throught the day surgery. For more information on REACH please see link here 

ADS SURVEY