We are continually striving for ways to place patients at the centre of their health care.
Patient-centred care is at the heart of who we are as a Mercy ministry.
Patient-centred care is about providing care that is respectful and responsive to individual patient preferences, needs and values; and ensuring patient values guide all clinical decisions.
To help guide staff to deliver patient-centred care and an exceptional patient experience, a Patient Experience Framework has been released.
Included in the Patient Experience Framework is the patient-centred care model.
This patient-centred care model has been designed by our medical, nursing and support services staff through focus group consultations. Patient-centred care is at the core of our model and should always be at the heart of our actions. It is surrounded by the clinical governance framework and fully encompassed by the Hospital's values of compassion, justice, respect, mercy spirituality and excellence in care.
The framework ensures that care, services and facilities provided by Mater Private Hospital Townsvile are not only are planned, delivered and evaluated in collaboration with patients and their families, but are also consistent with our mission and values.
The framework is more than just a measure of patient satisfaction; it is a measure of service.
Patient-centred care is not just about being courteous and pleasant, it is about engaging with our patients in a personal and memorable way.
Part of the patient-centred care framework is the 'Our Expectations' booklet that highlights behaviours that ensure our values are displayed in every interaction, not only with each other, but with our patients and our visitors.