The Ramsay Way 2016 | 03 21 “Hello my name is...” More than 150 staff members at Mildura Private Hospital have completed a new training program aiming to build a culture of more positive communication with patients, families and carers. R U OK? Day R U OK? Day was held on Thursday 8th September. In support of this important initiative, Ramsay Health Care launched a video featuring one of its consultant psychiatrists Dr Jon Steinberg about the importance of R U OK? Day. Dr Steinberg said the day reminds us that we should ask our workmates whether they are OK. “Sometimes our workmates may just seem different, they are not their usual self…or there is a distinct change in their character. It is important to start a conversation with them – find out how they are travelling and get help for them if they need it.” Ramsay Health Care has been a major supporter of R U OK? Day since its inception, and this year was no exception with several Ramsay facilities around the country helping to highlight the importance of R U OK? Day through a range of activities. Greenslopes Private Hospital hosted a gold coin donation barbecue, and the Hospital team at Port Macquarie Private Hospital shared the message of R U OK? Day with the help of Khloe from MeTime Massage who helped make sure everyone was OK with a lovely halo massage! R U OK? has a strong, simple message: start a conversation, take the time to listen, encourage someone to take action if they need to and check in with them to see how they are going. We hope you are all OK. Hollywood Supports the Cadet of the Year Hollywood Private Hospital has a longstanding and special relationship with Western Australia’s veteran community. In support of RSL WA, Hollywood sponsors The Cadet of the Year “Spirit of the ANZAC” Award Program, organised by the RSL’s Youth Committee. Cadets who participate in the program attend a testing day in November which includes a written test on Australian general knowledge, a five minute speech, dress and bearing, and first aid. Hollywood contributes by funding four cadets to travel and partake in activities which contribute to their development within the organisation. This year’s winners went to Canberra for six days over the ANZAC Day long weekend where they marched at the Dawn Service and visited some of Australia’s most iconic landmarks, including the Australian War Memorial, Parliament House, and the National Museum of Australia. Hollywood CEO Peter Mott said “It’s an honour to partner with RSL WA on such an important developmental youth program.” Patients and their families notice when staff go out of their way to assist and show empathy, love and respect. They comment positively when staff listen; when they’re friendly, professional and courteous and are cheerful, efficient and organized. Conversely, one of the most common complaints also relate to communications: when staff don’t appear to be so understanding or caring. During a feedback session, one particular community member, Sheryl, related her story of presenting at the Emergency Department with her 18-month old grandson. No one introduced themselves and Sheryl felt embarrassed and didn’t want to ask and a difficult situation was made worse. Sheryl inspired the hospital to make a change, and using her experience and feedback, the Performance Improvement Team has implemented the “Hello my name is…” program throughout the hospital. It aims to build relationships by getting the simple things right at the very start. Sheryl, who is an artist, came on board, designing a butterfly logo that’s now on display around the hospital to remind staff to support the campaign. “Hello, my name is…” reminds staff to introduce themselves to every patient, carer and staff member they meet and to communicate with compassion. A Taste of Asia at Greenslopes 40 delegates from South East Asia’s emerging healthcare market have visited Greenslopes Private Hospital touring key areas, including state-of-the-art cancer care and cardiac services, operating theatres and the Emergency Centre. The representatives from Greenslopes’ sister hospitals, run by Ramsay Sime Darby Health Care, travelled all the way from Malaysia and Indonesia for a two day learning experience. Ramsay Health Care CEO, Mr Christopher Rex, said the powerful international connection “makes us almost unique in private hospital operators around the world.” “The Indonesians and Malaysians are here to look at how things operate and hopefully take away something of value, but equally they’ll leave some things of value behind that an Australian operation can learn from as well,” Mr Rex said. Ramsay Sime Darby Health Care Chairman, Dr Jacob Thomas, said there are several cultural and religious differences setting them apart from Australian operations. Medical tourism is one key growth area as more foreign patients seek treatments in Asia. Dr Thomas said the visit to Greenslopes Private Hospital has been very beneficial. “We might be from different countries and different hospitals but because we have the same parent group, all those people presenting during our visit have been so open,” Dr Thomas said. COMMUNITY NEWS L to R: Hollywood CEO, Peter Mott; State RSL CEO, Phil Orchard; State RSL President, Graham Edwards.
The Ramsay Way - 03 - 2016
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