What Matters to You? Patient Experience Week - Building the Foundations of Experience

Each year, Patient Experience (PX) Week gives WA Country Health Service an opportunity to highlight the ongoing commitment and dedication of our staff to improving patient interactions.

Patient experience is more than satisfaction with an episode of care; it is grounded in a person‑centred approach that fosters safer care, higher quality services, reduced readmissions, and better clinical outcomes

This year, PX Week runs from 27 April – 1 May with the theme ‘Building the Foundations of Experience’ reflecting on the importance of compassion, integrity and quality of care provided by WA Country Health Service teams in the earliest stages of a patient’s journey.

The Karratha Health Campus team, including Dr Colin Weatherill, Dr Coert Kruger, Nurse Andrea, Nurse Ash and Nurse Bindi, received positive feedback from a patient showcasing their commitment to weaving together the emotional, physical, and psychological aspects of their patient’s journey.

“I went to the surgical services at Karratha Hospital feeling completely overwhelmed. I was exhausted, emotional, and upset, and after more than a month of treatment, I just wanted the nightmare to end. Being away from my family and support network made the thought of surgery even more daunting,” the patient, Jade, wrote.

“However, I walked out of there feeling so much better.

“Every nurse and doctor who cared for me did so with genuine kindness, patience, and compassion.

“I’d especially like to acknowledge a few people – first and foremost, Nurse Andrea. In the operating room, I was extremely emotional.”

Jade acknowledged that it had been many years since they’d last had anaesthesia, and they were feeling anxious.

“Andrea held my hand as I went to sleep, and that simple act meant more than I can express.

“Instead of feeling scared and alone, I felt supported at a time when I needed it most.

Thank you for providing a sense of maternal comfort when I didn’t have my main support person - my mum - there with me.

“Dr Weatherill also comforted me with kind words and a reassuring gesture as I fell asleep, which made a huge difference in that moment.

“Thank you both for helping turn such a frightening experience into something far more manageable - you did more than you realise.

“A big thank you as well to Nurse Ash and Nurse Bindi. Nurse Ash, your empathy, kindness, and warm smile throughout the whole day were incredibly comforting, and your words in the operating room helped me feel at ease.

“And Nurse Bindi, thank you for ensuring my partner and I were able to leave with smiles on our faces.

“I’d also like to thank Dr Coert for bringing humour and lightness into what was otherwise a very scary situation. Because of all of you, I left in a much better place than when I arrived – I’m truly grateful.

“I would really love for the team to be recognised for the incredible care and compassion they showed me. Their kindness meant more to me than I can properly put into words, and it made such a difference during a really difficult and vulnerable time.

“I’d just love for them to be acknowledged and to know how much of an impact they had on my experience - it truly meant everything to me.”

Dr Coert Kruger said the team at Karratha Health Campus had been extremely pleased to receive such a heartfelt message of thanks.

“We sincerely appreciate receiving patient feedback regarding our care and procedures.

“As many of our patients are asleep or sedated during their time with us, we don’t often have the opportunity to receive direct feedback, making it especially meaningful when it is shared,” Dr Kruger said.

Your comments allow us to reflect, improve, and continue delivering high-quality care, and we are truly grateful you took the time to provide them.”