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Abstract
Background Addressing patient safety across the whole organisation is critical to delivering safe and quality care. However, knowledge of how to achieve large scale culture change in healthcare organisations is continuing to evolve. Transforming Your Experience (TYE) is a large-scale culture strategy that was developed to support South Western Sydney Local Health District (SWSLHD) to deliver consistent, safe quality care.
Objectives This study provides a review of the processes, outcomes and lessons learnt during the development and implementation of strategy.
Methods The strategy was implemented over a five-year period. Year 1 focused on the development of an implementation framework to support the strategy. Year 2 focused on a structured change management process to support the consistent application of the strategy across the organisation with a focus on senior leaders. Year 3 of the program expanded the support approach to front line managers and on the measurement and feedback of outcomes to drive improvements. The final two years of strategy were impacted by COVID-19 pandemic and resulted in a re-focus on initiatives that would support staff, and in supporting staff support the delivery of safe and quality care.
Results Of the seven key indicators for the strategy, five have shown trended improvements over time (hospital acquired pressure injuries, falls related injuries in hospital, harm score incidents, patient experience and patient engagement) (figure 1 and 2).
Quality and safety indicators
Patient experience and engagement
Conclusions The implementation of TYE strategy has supported improvements in key quality, safety and patient experience measures in SWSLHD. The implementation of the strategy has provided key lessons about implementing large –scale culture change in healthcare organisations and can support other healthcare organisations in the implementation and embedding of large-scale culture change.