Patient Experience Week 2016 opened on Monday 7 March with the launch of the Patient Experience – Communication video.
Patient feedback consistently rates communication as one of the most important factors influencing the patient experience.
The new video aims to highlight the importance of empathy and good communication during interaction with patients and colleagues. It portrays a range of situations healthcare staff encounter regularly and considers how the way we behave in those situations might feel from the perspective of a patient or colleague.
Scenarios in the video illustrate the four Counties Manukau Health core values – Together, Kind, Excellent and Valuing Everyone – as well as the effect it can have on others if we fail to live up to those values in our daily practice.
“The video shows the difference between just getting the job done and making a real positive difference when we interact with our patients and other staff,” said Bev McClelland, organiser of Patient Experience Week.
The video will be used as a teaching tool. It will be shown in wards around Counties Manukau Health during Patient Experience Week to lead staff in a discussion about putting our core values into practice in our interaction with patients.