Finalist: Transforming Patient Experience Award
Children with complex medical needs and their families face many challenges in managing healthcare. Despite being 1% of the paediatric population, these children account for over 30% of paediatric healthcare costs. This John Hunter Children’s Hospital project aimed to better connect and coordinate care for these children and their families.
The project involved extensive collaboration with 150 families and staff through workshops across the Hunter New England Local Health District. Additionally, 31 interviews and over 100 informal discussions helped identify the needs and experiences of both families and staff. This process led to the creation of the John Hunter Children’s Hospital Complex Care Coordination Service in 2023. The service features a new, focused program that brings together various specialties through the John Hunter Children’s Hospital Complex Care Coordination Network, offering a more integrated and sustainable care experience. The short-term program involves setting coordination goals with families, coordinating appointments, improving communication between different teams, and coaching families on how to navigate the healthcare system.
Results demonstrate significant improvements in service efficiency and family satisfaction. The percentage of children receiving coordinated same-day appointments increased from 7% to 60% after six months of service implementation. This improvement has greatly reduced travel time, school and work absenteeism, and related costs for families.
The project not only meets the immediate needs of families but also builds their capacity to manage care coordination independently beyond the service duration.
Meet the other finalists for the Transforming Patient Experience Award.
