Redland rated number one again

Sunday, 31 August 2008

Mater Private Hospital Redland (MPHR) has been rated number one in the official Press Ganey patient satisfaction survey of Australian private hospitals.

The result puts MPHR ahead of 148 private hospitals throughout the country in the Press Ganey organisation’s assessment rankings.

The hospital has maintained a top three ranking for private hospitals of its size for the past five years.

To be consistently the best does not occur through luck. It requires the commitment of all staff, no matter the area they work in, to enhancing the patient’s experience. The results of this latest survey reflect Mater Private Hospital Redland’s facility-wide approach to delivering the best in quality service and clinical outcomes.

Don Murray,
Mater Private Hospital Executive Director

Cheryl Clayton, MPHR’s Director of Clinical Services said maintaining such high standards required a daily, concerted effort by every member of the team.

Every day our staff and volunteers challenge themselves to improve the standard of care we provide to our patients.

The key to any successful health care setting is communication. That’s the core of our philosophy here at Redland.

Cheryl Clayton,
MPHR Director of Clinical Services

In late 2007, in conjunction with the rest of Mater’s hospitals, MPHR surveyed its staff for their thoughts on their hospital’s organisational culture, leadership, values and behaviour.

Response to the survey was overwhelmingly positive, with a high percentage of staff rating themselves as engaged with the organisation, having a high level of trust in management and being very optimistic about MPHR’s future.

The survey assessed the hospital against nine performance benchmarks which had been identified by comparing it to over 400 other health care facilities throughout the country. The benchmarks included high levels of staff engagement, workload fairness, good physical conditions of employment, a safe working environment and a requirement that safe practice is evident for patients.

Ms Clayton said the survey results had simply reinforced her pride in the Redland team.

The staff with whom I work are incredibly focused and committed to compassionate care of not only our patients, but to the care of each other... it shows, and it’s a fantastic experience to work in such a friendly and professional team environment.

Cheryl Clayton,
MPHR Director of Clinical Services

A survey of the hospital’s Visiting Medical Officers (VMOs) carried out recently provided further confirmation that MPHR is on the right track.

The collated responses were very positive, with many mentions of the 'compassionate' care that MPHR staff provides to patients.

And our VMOs tell us they want us to grow our theatre capacity, so that is our next task.

Cheryl Clayton,
MPHR Director of Clinical Services

My day by Aileen Harris

The ward was busy and operating at capacity with theatre patients and medical patients, including patients requiring palliative care.

We admitted a 30-something year-old lady, a married mum, who was at the end stage of breast cancer.

While the nurses were very gently attending to the clinical needs of the lady, I did my best to make her husband feel comfortable, embraced, and cared for. He was clearly emotionally and physically shattered and my heart went out to him. He was reaching the end of a very difficult journey. I remember how quietly he spoke, his politeness, and how grateful he was. This man was losing his wife, his best friend, and the mother of his children.

Donna, our Nurse Manager, made it a priority to go straight to that room. After some time she came out with tears in her eyes. I just grabbed her and hugged her. This experienced, professional young woman was receiving comfort from little old me. I have always thought medical/nursing staff must be pretty tough, constantly accepting death as a sad fact of life but when your boss is crying in your arms you think to yourself, “yes, we are all human, and yes, some things are just rotten and wrong.”

Whilst Donna had been in the room with the couple, she had encouraged the husband to lie on the bed beside his young dying wife, and hold her in his arms. The young lady lost her fight with her illness and died not long after.

Two older gentlemen also succumbed to their illnesses today. I accept that elderly, very sick people who have raised children, grandchildren and perhaps even great-grandchildren, will die and it is often a release and a blessing. I will never ever accept young people dying.

Yes, I hugged my boss today … we do a lot of that on our ward.

Aileen Harris,
Personal Assistant for Patient Care
Mater Private Hospital Redland

Filed under: Private, Redland, Video
    The team celebrates at Mater Private Hospital Redland.Aileen Harris at work at Mater Private Hospital Redland.

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