Partnering with patients a winning model for Bethesda Health Care

Tuesday 17 March 2020

Partnering with patients a winning model for Bethesda Health Care
A program integrating regular consumer feedback into hospital care and processes has been a winner for
Bethesda Health Care, with the model winning an Australian Private Hospitals Association (APHA) Award
for Excellence.

Bethesda Health Care won the Consumer Partnership and Engagement Award for its Consumer
Partnership Committee that has opened up communication between the hospital, carers, patients, families
and the executive team.

APHA CEO Michael Roff said the hospital showed leadership in working with their patients for a better
health care experience.

"Private hospitals deliver high quality care to Australians. They are committed to providing care when it is
needed, by the doctor of choice, in the hospital of choice. In the current health care environment the
services private hospitals provide will be in high demand and patients of hospitals like Bethesda Health
Care will know they are getting excellent care, but also care that is informed from talking to patients and
understanding their needs."
After Bethesda Health Care implemented its Consumer Partnership Committee a number of changes were
made around the hospital. These included: changes to the volunteer processes for supporting patients –
including developing a 'concierge' role to take patients from admission to rooms; and a specific volunteer
role for the surgical ward providing both physical and emotional help.

The committee is involved at a strategic level in the hospital and their input directly impacts hospital
decisions. They are also advocates for patients.

Judges in the awards said the program was 'a good initiative' and welcomed the involvement of consumers
'in the planning, design, delivery and implementation of this initiative is worthy of high commendation'.

Mr Roff said consumer partnership is a key performance indicator for hospitals in the national accreditation
standards implemented in January last year.

"This model of consumer partnership is just one way private hospitals are working with their communities to
deliver even better care to patients," he said.

APHA Awards for Excellence judging panel:
Tony Lawson, Chair, Consumer Health Forum
Adjunct Professor Debora Picone AO, CEO, Australian Commission on Safety and Quality in Health Care
Michael Roff, CEO, Australian Private Hospitals Association
-ENDSMedia contact APHA: Frith Rayner, Director Communications and Marketing, 0413 971 999
Media contact Bethesda Health Care: Ashleigh Copson, Marketing Officer, 9340 6398
The Australian Private Hospitals Association (APHA) is the peak industry body representing the private hospital and day surgery
sector. The private hospital sector treats 4.5 million patients a year, including treatment of a third of chemotherapy, 60 percent of all
surgery, 74 percent of all elective musculoskeletal surgery and 80 percent of rehabilitation.

Level 3 /11 National Circ, Barton ACT 2600. PO Box 4502, Kingston ACT 2604. [T] 02 6273 9000 [F] 02 6273 7000
[E] [W] www.apha.org.au [FB] ValuingPrivateHospitals [Twitter] @priv8hospitals
ABN 82 008 623 809

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