How to Address Inequity for Indigenous Patients in the Australian Health System: Samuel’s Story

Abstract

Objective:The objective of this study is to critically analyse the health system reasons behind a success story of an Indigenous patient from a rural area in Queensland Australia receiving timely high-quality acute surgical care in a large urban hospital, including his transitions from primary to tertiary care. Method:We used a patient journey mapping approach to document, analyse, and reflect an Indigenous patient's experience of receiving a surgical care for an eye injury, and the potential reasons behind the success focusing on the health system.Results: Improvements in the quality of care were demonstrated by the patient's positive personal admissions. His stated experience of hospital care shifted from "For us Indigenous people, we don't really like going to hospitals because we feel frightened" to "'Every time I have a hospital appointment I can't wait to come'. The patient's improved quality of care was attributed to 1) the holistic and integrated care experienced from the Primary Health Care staff, Indigenous Liaison Officers, the eye clinic team and the nurse navigator at the hospital; 2) having a rapport and trust relationship via yarning with the patient; 3) high level of satisfaction with the nurse navigator as a care coordinator, communicator, and advocator. Conclusion:A health system with staff who are culturally and clinically competent and provide the whole-person care for Indigenous patients could be vital in achieving the goal of Close the Gap.