1. Angliss Box Hill Healesville & Maroondah Peter James Wantirna Yarra Ranges Yarra Valley Turning Spectrum Hospital Hospital District Hospital Hospital Centre Health Health Community Health Point Shared Decision Making The Eastern Health Experience Jo Gatehouse Director QPI Consumer Participation and Patient Experience

3. 10 Patient Experience of Care Principles 1.The patient’s needs, wants, preferences and values are known and taken into account 2.The patient is a partner in decision-making about their care 3.The patient has access to safe, effective and high quality healthcare delivered by skilled staff 4.There is clear information that helps patients understand and manage their health as independently as possible 5.Communication is open, honest and respectful, ensures confidentiality and is responsive to individual needs 6.The physical environment promotes healing, is comfortable, clean, safe and allows privacy 7.Staff listen, provide emotional support and treat patients, their families and carers with dignity and compassion 8.Family and friends are involved in care in accordance with the wishes of the patient 9.Care is well coordinated to ensure that the patient experiences continuity and smooth transitions 10.Meals are enjoyable and nutritious

4. Eastern Health Standards PATIENT AND FAMILY CENTRED CARE Patients are able to participate in the handover process Patients and families are involved in the development of care plans and these are written in a language that they can understand Patients and families are encouraged to participate in discharge planning from the beginning of hospitalisation Advance care planning principles are utilised as part of the routine clinical management of patients

5. Eastern Health Standards CONSUMER, CARER AND COMMUNITY PARTICIPATION Consumers, and where appropriate carers, are actively involved in decisions about their treatment, care and wellbeing at all stages of the patient experience and will have the appropriate support to do this. Consumers and carers are provided with information that is easy to understand and based on evidence to help our consumers and carers to make decisions

6. Principle 2. Are you involved in decisions about your care and treatment as much as you want to be?

7. Complaints data – July 2013 – June 2014 1%

8. Cancer Supportive Care Screen

9. Daily Care Planning In General Medicine

10. Patient Bed Boards