Short Street Day Surgery
Part of Ramsay Health Care

CLINICAL QUALITY and SAFETY

Short Street Day Surgery is focused on the delivery of high quality, safe, and effective clinical care. We strive for high reliability and aim to create an environment in which risks and issues are anticipated, identified early, and responded to rapidly.

Ramsay Health Care’s slogan “People Caring for People” was developed more than 25 years ago and has become synonymous with Ramsay Health Care and the way we operate our business.  We recognise that we operate in an industry where “care”  is not just a value statement, but a critical part of the way we must go about our daily operations in order to meet the expectations of our customers – our patients.

Patient Safety and Clinical Quality Framework

Short Street Day Surgery operates under Ramsay Health Care’s comprehensive Patient Safety and Clinical Quality Framework which consists of five key areas designed to produce reliable, safe, and effective outcomes:

Click on the interactive framework for more details about each section

Clinical Diagram_INERT S a f e t y S t r u c t u r e C u l t u r e I m p r o v e m e n t P eople

Accreditation

Accreditation is an important driver for safety and quality improvement. All Ramsay facilities undergo formal accreditation processes against the National Standards for Safety and Quality in Health Care. Action plans to address any identified gaps are developed and implemented.

Ramsay facilities engage independent accrediting agencies approved by the Australian Commission on Safety and Quality in Health Care.


Hand hygiene is conducted in accordance with the ‘five moments’ that is; before touching a patient; before a procedure; after a procedure; after touching a patient and after touching a patient’s environment.

Short Street Day Surgery participates in the national hand hygiene strategy through Hand Hygiene Australia. Hand hygiene audits are conducted three times per year.

Visitors to this hospital are encouraged through appropriate signage to use antiseptic hand rub located throughout the hospital.

Hand Hygiene

Higher score is better

 
Hospital Colour Short Street Day Surgery
Industry Standard Colour National Benchmark

 

 

The Hand Hygiene brochure has more information on hand hygiene.

The risk of falling increases according to age with data suggesting that one third of people over the age of 65 years have one or more falls a year.

Whilst falls can occur at all ages, the frequency and severity of falls- related injuries increases significantly with age. These injuries can include minor skin abrasions, joint dislocation, fractures and head injuries. These injuries may result in hospitalisation or an increased length of stay in hospital.

The risk of falling can greatly increase when admitted to hospital due to a range of factors including illness and unsteadiness, adapting to a new environment, the introduction of new medications and walking in unsafe footwear or slippers.

In 2015 Ramsay increased the focus on falls prevention in hospitals by appointing a National Falls Prevention Advisory Group.  This group has standardized the approach to falls prevention across all Ramsay hospitals by targeting a structured risk assessment, policy and guidelines, equipment for falls prevention and clinical staff education.  Our hospitals use a number of strategies to prevent falls and these include: targeted hourly rounding of patients identified as high risk of falling; ensuring that call bells and personal items are within patient reach; call bells are answered promptly and patients are assisted to the toilet at regular intervals. In addition, Ramsay has purchased low beds, falls mats, and patient alarms to minimise the risk patients falling whilst in our hospitals.

All Patient Falls

Lower score is better

 
Hospital Colour Short Street Day Surgery
Industry Standard Colour Average Industry Rate

 

Patient Falls Resulting in Fracture or Closed Head Injury

Lower score is better

 
Hospital Colour Short Street Day Surgery
Industry Standard Colour Average Industry Rate

 

 

Our Falls Prevention brochure entitled 'Keeping on your Feet' has more information on preventing falls.

Ramsay Health Care doctors undertake surgery in many speciality areas which range from minor procedures to more complex surgery requiring specialised care. We monitor our patient outcomes by comparing any unplanned returns to theatre to other Australian hospitals nationally. The aim is to reduce returns to theatre where possible; however there are many factors which influence these returns and sometimes these returns may save a life.

Unplanned returns to the operating theatre are frequently due to complications, for example to treat bleeding or other problems occurring early after the operation. Some complications following complex surgery are to be expected due to patients’ pre-existing diseases or conditions and the nature of the disease or condition being treated. Our hospitals monitor all returns to theatre and implement any quality measures which may be required so that our patients get the possible outcomes following surgery.

Unplanned Return to Theatre

Lower score is better

 
Hospital Colour Short Street Day Surgery
Industry Standard Colour Average Industry Rate

Medicines are commonly used to treat a variety of conditions in the healthcare setting and therefore it is important to measure the risk of errors.  Short Street Day Surgery is continually reviewing and implementing a range of medication safety strategies to further improve performance in this area.

The Australian Commission on Safety and Quality in Health Care has introduced a number of safety initiatives for medication administration and reconciliation and Short Street Day Surgery has adopted many of these strategies. This includes the National Inpatient Medication Chart which standardises the documentation on how medicines are prescribed and ordered.  Adoption by Short Street Day Surgery of the User-Applied Labelling of Injectable Medicines recommendations has assisted in preventing medication errors related to the wrong route, dose or medication being administered.

In addition, Short Street Day Surgery has medication administration policies and processes in place which have been developed using best practice principles.

Short Street Day Surgery takes all medication errors very seriously. We encourage staff to report all errors no matter how minor they may seem. All medication incidents are investigated and actioned. Any serious medication incidents are investigated thoroughly and monitored by the national Clinical Governance Unit.

Medication Safety Errors

Lower score is better

 
Hospital Colour Short Street Day Surgery
Industry Standard Colour Average Industry Rate

Short Street Day Surgery focuses on listening and responding to the needs of our patients. Your feedback allows us to continually evaluate and improve on all aspects of our performance. Ramsay hospitals have a range of opportunities for patients to have participate in improving satisfaction including consumer and advisory groups, focus groups, patient meetings and complaint/compliment card.

We encourage feedback from our patients via our website; or via our patient satisfaction surveys.  It is advisable that you express your concerns before you leave the hospital so we can fix any problems for you. The nurse in charge of your ward is a good start but if you remain concerned please ask to speak to a Director or Assistant Director of Nursing/Clinical Services.

Alternatively, there are a number of other ways that you can voice a concern. Our website contains a link to the Private Patients Hospital Charter and this suggests a number of ways for you to express your concerns.

Patient Satisfaction

Higher score is better

 
Hospital Colour Short Street Day Surgery
Industry Standard Colour Average Industry Rate

Net Promoter Score

Ramsay Health Care is committed to providing excellent care and encourages patients to be proactive partners in this endeavour.

For this reason we conduct Net Promoter Score surveys among our patients to understand how well we are meeting expectations, and to identify any areas needing improvement. These surveys are independently conducted by a third party through our private medical surgical facilities in Australia and the results are published quarterly.

Please note: the presence of an asterisk (*) beside the Net Promoter Score indicates less than 25 surveys were returned during the reporting period, which reduces statistical relevance.

Our Net Promoter Score:

87
NPS Score

What does the survey ask?

Patients are asked:

Based on your recent experience, how likely are you to recommend us to your friends and family?

Depending on the rating (from 0 to 10), patients are asked to provide more information to explain their experience.

Calculating the Net Promoter Score

Respondents are grouped into three categories:

  • Promoters: a score of 9 to 10
  • Passive: a score of 7 or 8
  • Detractors: a score of 0 to 6

The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The final score can range from -100 (if every patient is a Detractor) to 100 (if every patient is a Promoter)

Initiatives to improve your care

Cardiac Care

The Ramsay Rule

An initiative that allows patients, their relatives, or carers, to call for rapid assistance when they believe something is ‘not right’ with the clinical condition of the patient.

More >>

Cardiac Care

Speak Up for Patient Safety

An evidence-based framework which escalates awareness of patient safety and encourages staff to challenge potentially risky behaviour.

More >>