Patient Experience Week puts excellent country healthcare in the spotlight

Patient Experience Week is a time to shine a light on the compassion and dedication of all healthcare workers and teams who make a meaningful difference in the lives of their patients, clients and communities.

At WA Country Health Service patient feedback plays an important role in shaping care across country WA. We’re doing more than ever before to ensure that communities right across the state can provide feedback that helps us to improve and develop our services.

Great healthcare isn’t just about what we do, its about how we make people feel. A recent story shared on Care Opinion by a patient with a suspected heart attack highlighted this perfectly.

The patient received expert care from our dedicated team at Beverley Health Service, but what stood out most was the compassion and reassurance they felt throughout the experience.

“I woke with a pain in my chest, so my wife checked my blood pressure which was significantly higher than normal – we decided that we would visit the local emergency department at Beverley Medical Service,” they said.

“On arrival I was seen by the Registered Nurse Louise and a bit later she was assisted by the Enrolled Nurse Eva – they were very efficient in their manner and kept me informed of what they were doing and why.

“A Telehealth call was instigated with Dr Christopher – he had an excellent manner and was very conscientious in his approach.

“I was kept there for a few hours to make sure that all was well.

“A second Telehealth call was made later with Dr Vera who also had an excellent "bedside" manner.

“It turned that I hadn't suffered a heart attack after all.”

WA Country Health Service Emergency Consultant Dr Vera Sistenich said that during her eight years working with Emergency Telehealth Service, her appreciation for the service has grown.

“I see daily that the service contributes significantly towards health equity for Western Australians across geographical regions.

“I think we all strive to provide excellent clinical care that is safe, respectful and attentive to the needs of our patients,” Dr Sistenich said.

“To get positive feedback like this is wonderfully rewarding and highly motivating.

“I am always most grateful for the time and effort patients take out of their busy lives to share their experiences with us.”

The patient went on to note that it was their first experience with Telehealth and although initially unsure of the process, they spoke in glowing terms of the service provided.

“I confess that I was a bit apprehensive about the process, I have to say that my misgivings turned out to be unnecessary.

“Both doctors were very thorough and at no time did I feel that my care was compromised,” they added.