Compassionate Care Principles

The Metro North Compassionate Care Principles was released across Metro North Health in March 2023 and were developed to represent the voice of consumers, family members and carers in relation to their experiences in receiving care in Metro North Health.

The purpose of the principles is to promote engagement and inclusion with our patients, families and carers in decision making and communication leading to improved satisfaction. The principles also represent how we can improve access, usability and advance the design of our services based on what patients need.

The Principles align with the National Safety and Quality Health Service Standards and the Metro North Values in Action providing a consistent message about the level of care and behaviours that consumers can expect from Metro North Health staff.

Principle 1: Flexible visiting hours across Metro North Health inpatient facilities

When we listen to the voice of the patient and implement effective partnerships, a positive experience for the patient and high-quality health care including improved patient safety are linked.

Principle 2: Care in the right setting according to patient wishes

As hospitals move toward improved integration across the system of care, there are increased incentives to deliver the right care, in the right place, at the right time.

Principle 3: Timely communication and reporting

Clear and prompt communication among healthcare providers, patients, and families helps to build trust, identify changes in a patient’s condition, facilitate informed decision-making, and prevent potential complications.

Principle 4: Co-designed care

Through development of meaningful partnerships with patients and families, Metro North Health staff will deliver improved health outcomes that matter most to our care participants.

Principle 5: Good navigation and knowledge sharing

Providing ward/unit orientation to patients on admission to the health care environment ensures patients, family and carers are communicated information relating to their health care journey in a way that meets their needs and is easy to understand and use.

Principle 6: Patient centred holistic care

We recognise that a person’s health extends beyond just physical symptoms and considering the emotional, psychological, social, and spiritual aspects of a patient’s well-being, ensures that care is tailored to the whole person rather than just their illness.

Principle 7: True and adequate informed consent

Ensuring informed consent is properly obtained is a legal, ethical and professional requirement on the part of all treating health professionals and supports person-centred care.

Francesca’s story – Timely Communication and Reporting

This video shares a real-life story from a staff member as a consumer of care, highlighting the Compassionate Care Principle of Timely Communication and Reporting. It’s a powerful reminder that simple actions such as truly listening and responding are fundamental to delivering safe, person‑centred
and high‑quality care.

Kyles story – Compassionate Care Principles

In this video, Kyle’s parents courageously share their reflections on their son’s care and the experience their family encountered. Their story invites us to pause and consider how each of the seven Compassionate Care Principles — from communication and consent to co‑designed, patient‑centred
care — shapes the experience of both patients and families. Though confronting, Kyle’s story invites reflection, learning, and a renewed commitment to show up with compassionate and human‑centred care in every moment that matters.

Jane’s story – Good Navigation and Knowledge Sharing

This video shares the lived experience of Jane, an ICU survivor, bringing the Compassionate Care Principle of Good Navigation and Knowledge Sharing to life. Her story highlights how clear communication, accessible information, and coordinated support can make a lasting difference for patients and families during recovery and beyond. Her story reminds us of the importance of walking alongside patients and families with clarity, compassion, and care during their most vulnerable moments.

Compassionate Care – Co-designed Care – Kidney Health Services

This video showcases the power of co‑designed care. By working in genuine partnership, young consumers and clinicians shaped care that reflects lived experience, strengthens relationships, and improves outcomes. It’s a clear example of compassionate care achieved by designing services with those
we serve.