Page 146 - Experience Based Co-design - a toolkit for Australia

Case Study 7 - Utilizing experience-based co-design to improve the experience of patients accessing emergency departments in New South Wales public hospitals
Piper D, Iedema R, Gray J, Verma R, Holmes L, Manning N. Utilizing experience-based co-design to improve the experience of patients accessing emergency departments in New South Wales public hospitals: an evaluation study. Health Serv Manage Res. 2012 Nov;25(4):162-72.
What were the goals and aims of our project?
Initial 3 Emergency Departments
Program 1, Stage 1.
Aim: to strongly engage frontline staff, patients and carers in identifying the best and worst aspects of their experience, and to co-design solutions to improve that experience within the ED.
Program 1, Stage 2.
Aim: to re-visit the Stage 1 sites 24 months after the initial deployment of EBCD to determine whether the aims of Stage v1 were achieved and whether or not the improvements brought about at the EBCD sites were sustained
Further Emergency Departments
Program 2.
Aim: to deliver improvements in patient, carer and staff experience
Organisation: The emergency departments of seven NSW hospitals Contact person: Donella Piper. dpiper@une.edu.au
Source
Overall Aim: To improve patient experience of emergency departments (ED) through the use of experience based co-design
Why they did it?
The Garling Report, released in 2008 inquired into the shortcomings of acute care services within the NSW health systems. High among the shortcomings noted was a lack of “patient centredness”. This project sought to address the problem through the use of EBCD.
What they did and what EBCD tools did they use?
NSW Health in partnership with the NSW Department of Premier and Cabinet commissioned an EBCD project in 3 emergency departments in 2007 which was extended to a second stage in 2009. The project was extended simultaneously in a ‘second stage’ to a further 4 emergency departments in 2009. In Program 1 the improvement efforts were confined to emergency departments. In Program 2 efforts included a Medical Assessment Units, an acute cardiology service, a radiology service