The Planetree Certification is the only industry recognition that lauds excellence in person-centred care. The certification gauges a hospital’s patient-centeredness based on several factors, including patient experience, quality of care, staff engagement, staff retention, and safety culture by scoring a hospital’s efforts on a scale of 1-160 points, with a three-tier recognition system for successful healthcare organizations and to achieve Gold-level certification, a hospital must meet an impressive 90% of the criteria or more.

CHQ became Australia’s first and only hospital to earn a Gold Certification, being evaluated against 26 criteria identified by patients, residents, family members and healthcare professionals as to what matters most to them during a healthcare experience. In this talk, Frank takes us through this journey and outlines to us what a recognized, patient-centred health service looks like and what they are doing differently to achieve such a recognition.