Ms Mona Ramsay4,Dr Claudia Virdun1,2,3, Associate Professor Davinia Seah4,5, Ms Mollie Boland Anderson4, Professor Richard Chye4,5, Associate Professor Ann Marie Hosie6, Ms Frances Bellemore4
1Flinders Research Centre for Palliative Care, Death, and Dying, College of Nursing and Health Sciences, Flinders University, Adelaide, Australia, 2Faculty of Health, Cancer and Palliative Care Outcomes Centre, Queensland University of Technology (QUT), Brisbane, Australia, 3Improving Palliative, Aged and Chronic Care through Clinical Research and Translation (IMPACCT), Faculty of Health, University of Technology Sydney (UTS), Sydney, Australia, 4Sacred Heart Supportive and Palliative Care, St Vincent’s Hospital Sydney, Sydney, Australia, 5Medicine and Health University of New South Wales, Sydney, Australia, 6School of Nursing & Midwifery, University of Notre Dame Australia, Sydney, Australia
Biography:
Mona is currently working as a Clinical Trial Coordinator at St Vincent’s Hospital, a role she has held since June 2026. She has over 20 years’ experience across aged care, Ministry of Health, private and public healthcare settings, with a strong background in both clinical and management roles.
In her current role at St Vincent’s Hospital, Mona coordinates clinical trials and leads quality improvement projects, including work in lung and heart transplantation and patient experience initiatives. She has a background in nursing and physiotherapy, supported by postgraduate qualifications and management experience.
Mona has also contributed to health service management and co-design programs through the SAN Hospital Executive Office, as well as within rehabilitation hospitals and aged care facilities. She is particularly passionate about improving patient outcomes and experiences through meaningful patient-centred and co-design approaches.
Abstract:
Background:
Patient-reported experience measures (PREMs) are widely used to inform hospital-based quality improvement. However, patients receiving specialist palliative care are often excluded from these efforts due to their unique needs. At St Vincent’s Hospital Sydney, a well-established PREM system based on net promoter score methodology exists, yet patients discharged from the palliative care inpatient unit are excluded. This study explored how patients receiving specialist palliative care could contribute meaningfully to experience-based quality improvement through a tailored PREM tool—consideRATE.
Aim:
To assess the feasibility, acceptability, and appropriateness of implementing consideRATE as a PREM within the Sacred Heart Palliative Care Unit (PCU) and across the broader St Vincent’s Health Sydney (SVHS) palliative care service.
Methods:
A prospective, two-phase study was conducted using consideRATE survey administration, screening logs, field notes and clinician focus groups.
–Phase 1 (3 months) involved patients in the PCU eligible for discharge.
–Phase 2 (9 months) included patients referred to specialist palliative care and admitted to either the PCU or other SVHS inpatient settings; and clinician focus groups to understand how this data can meaningfully contribute to improvement work.
Results:
In Phase 1, 11 surveys were completed. Phase 2, with revised eligibility criteria, yielded 151 records between June and October 2025 (5 months), demonstrating improved feasibility and strong engagement. Preliminary analysis identified six key themes influencing patient experience:
1.Clear, person-centred communication
2.Multidisciplinary team coordination
3.Identifying actionable trends (e.g., room temperature)
4.Food quality and its impact on wellbeing
5.Sensitive emotional support
6.Involvement in decision-making and respect for preferences
Conclusion:
End-of-life care remains complex within systems focused on efficiency. This study highlights the value of ongoing feedback to strengthen person-centred care, communication, and shared decision-making. Implementing a tailored PREM like consideRATE is a promising step toward improving palliative care quality.