Patient Centred Care
Here at Mater, we are continually striving for ways to place patients at the centre of their health care.
As a Mercy Ministry, patient-centred care is at the heart of who we are.
Patient-centre care is about providing care that is respectful and responsive to individual patient’s 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 new Patient Experience framework has been released.
Included in the Patient Experience Framework is a patient-centred care model.
This patient-centred care model has been designed by Mater 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 all of our actions. It is surrounded by the clinical governance framework and fully encompassed by the hospitals values of Compassion, Justice, Respect, Mercy Spirituality and Excellence in Care.
The framework will ensure that care, services and facilities provided by the Mater not only are planned, delivered and evaluated in collaboration with patients and their families but care is also consistent with the Mater’s Mission and Values.
The framework is more than just a measure of patient satisfaction but rather a measure of service.
It’s all about what we all do. It’s not just about being courteous and pleasant, the patient experience is also about engaging with our patients in a personal and memorable way.
Also, forming part of the framework is the Our Expectations booklet that highlights the behaviours that matter. These behaviours will ensure that our values are displayed in every interaction - not only with each other, but with our patients and our visitors.