Do you want to come to work … or do you want to make a difference?

This week staff, patients and whaanau participated in a range of events and activities to celebrate Patient Experience Week (7-11 March).

The theme this year was ‘communication’ and how good and bad communication can impact on patient experience, satisfaction and clinical outcomes.  This was reflected in the work we did with patients and staff during the development of our Values.

To tell us more about Patient Experience Week, Im joined by Lynne Maher Director Innovation Ko Awatea

“What day is it?” asked Pooh.”

It’s today squeaked piglet.”

“My favourite day.” said Pooh

Patient Experience Week is my favourite week, and once again we joined Waitemata and Auckland DHBs to create a range of activities focused on communication -the theme for this year.   For us and many health organisations around the world patients say that communication is the area of health and care that matters most to them. At CM Health 55 percent of patients say communication makes a difference to the quality of their care and treatment. Many staff also describe how communication, whether verbal, non-verbal or visual can make a difference to how they feel at work.

So how important is communication?

It’s so important we decided to make a film. We collected a range of examples of good and poor communication taken from our patient experience survey and from our staff. Our actors were our staff, Consumer Council, friends and whaanau – you will recognise some of them. Most of you will also recognise the scenarios used during the film.  People who have watched the film enjoyed the scenarios that make people feel good, however I also witnessed people shaking their heads and sighing at the examples of poor communication. When I asked people how they felt about those particular examples the replies have been, “it shouldn’t happen”, “it’s not good enough” and “something should be done about it”. The sad reality is that not one person said these things don’t happen.

Please watch the film and decide if you can see your own actions in there. If you recognise yourself in any of the examples of poor communication, think about how you make others feel. Then think about how you can change the way you communicate to make people feel valued, cared for, safe and part of the team.

Watch through to the end of the film and decide if you live and breathe our values every day.

Do you want to come to work ……..or do you want to make a difference?



Lynne and Geraint

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Author: Geraint Martin

Geraint Martin was appointed Chief Executive Officer of Counties Manukau DHB in December 2006. It is one of the largest District Health Boards in New Zealand and services a population of half a million. He has significant experience over 30 years in national policy & in managing both primary and secondary care . Previously, he was Director of Health and Social Care Strategy at the Welsh Government .He authored a radical 10 year strategy of reform, including the successful “Saving 1000 lives” Campaign.Until 2004, he was CEO at Kettering General Hospital & had held senior positions in London & Birmingham.He has worked closely with clinicians in improving clinical standards,patient safety,chronic disease management & managing acute care to reduce hospital demand.In NZ, He has promoted clinical quality and leadership as central to improving patientcare. This has led to a significant increases in productivity and access, whilst maintaining financial balance. CMH has completed in 2014 a $500 m capital redevelopment programme, the largest in New Zealand. A central part of this is the establishment of Ko Awatea,the Centre for Innovation and Research which will underpin CMH as one of the the leading health systems in Australasia.In 2008, he chaired the Ministerial Review of Emergency Care in New Zealand, and in 2013 was an member of the Expert Advisory Panel on Health Sector Performance. Geraint has an MSc in Health Policy from Birmingham University .His post-graduate work has focused on health economics and Corporate Strategy . He is adjunct Professor of Healthcare Management at AUT and Victoria University, Wellington Elected in 2006 as a Companion of the Institute of Healthcare Management, previously he was an Associate Fellow at Birmingham University.He is is Chair of the Auckland Philharmonia Orchestra, a member of the Institute of Directors, on the Board of the NZ Institute of Health Management & previously the Board of The NZ Health Quality and Safety Commission.

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