Low Res MH Quality Account 2018 FINAL

30 Monash Health
Monash Voices
Storytelling has been used
as a tool for communication,
learning, understanding, and
empathising for thousands
of years. Through Indigenous
cultures across the world, to
Western society, storytelling
helps facilitate change by
learning from one another’s
experiences. Patient
experience stories can offer
unique insights into what it is
like to be a patient at Monash
Health; how our actions and
our service models shape their
experience and perceptions of
that experience.
Staff stories also provide valuable
perspectives from people working with
patients; their observations and reflections
on their impact on patients and their
families, but also the impact that patients
have on us, the healthcare professionals.
Consumer and staff narratives offer a firsthand
account of healthcare experiences.
Understanding these is critical and
used to constantly adapt and refine our
services and processes to better meet
individual’s needs.
This year Monash Health developed a
program called Monash Voices; a library
of patient and staff stories that can be
accessed to assist the development of our
teams and our services.
We have captured stories and experiences
using a variety of media, including face-toface
interviews, audiotape and film.
Patient stories and experiences can be
used as a cultural initiation tool in venues
such as: orientation, staff meetings,
huddles, training, coaching; and quality
and safety meetings.
“ A story is personal. It will
usually evoke feelings from
others and capture things we
cherish most highly or feel most
passionate about.”
Croizer 2016
“ When I started my training as a
nurse we were encouraged to
go and sit at the patient bedside
and talk to patients and ask
about their hospital experience.
Since then I have increasingly
valued the feedback which
patients give. As health
professionals we often do not
take the time to listen to our
patients, but we have so much
to learn from them. Listening
to their experiences and stories
provides valuable knowledge
for planning safe, patientcentred
care.”
Nurse Unit Manager
“ Our role is to ensure we give
an inclusive, equitable voice
to consumers. While I have
seen a big improvement in
the attention we give to our
community’s needs, I will always
work to make sure consumers
are front and centre of care at
Monash Health.”
Lynda Condon
Chair – Community Advisory Committee