Implementing a Real-Time Survey System and the 6E ... - HISA · Kay de Ridder, Program Manager -...

Kay de Ridder, Program Manager - Patient Centered Care

Clinical Excellence Commission, NSW Health

Dr Avnesh Ratnanesan, CEO, Energesse

Implementing a Real-Time Survey System and the 6E Framework

- An Early Case Study on Improving Patient Experience

- Health Informatics Conference - Aug 2017

@swkayde @energesse

1

ENERGESSE: IMPROVING PATIENT EXPERIENCE & CONSUMER ENGAGEMENT

Western Sydney Local

Health District

CSIRO Health & Biosecurity

Evolution of Healthcare - QUADRUPLE AIMS

1. Don Berwick et al Health Affairs 2008 Triple Aim

(Insititute of Healthcare Improvement) and 2.

Bodenheimer et al Annals of Family Medicine 2014

Making patient experience a priority

Previous/Existing WSLHD Patient Experience Measures

Patient

Experience

Measure

TimelinessAdaptability of

questionnaireGranular detail?

Ease of analysis for

local staff

Ability to

obtain district

wide data

BHI Patient

SurveysData is over

one year oldNo No Difficult Yes

Patient

Experience

Trackers

Monthly

reports

Limited to 5

questions, no

free text

Yes Moderate No

Ward based

satisfaction

surveys

Depends on

ward

resources

Yes, but costly

in time

Yes, but often fail to

be analysedModerate - Difficult No

ComplaintsMonthly N/A

Yes, but is triaged

outside the ward/

clinic/ department

Easy - Moderate

differs between

facilities

Yes

ComplimentsNo system N/A Yes Difficult No

LitigationRare event N/A Yes Difficult Yes

My Experience Matters

“My

Experience

Matters”

survey

Real time Yes Yes Easy Yes

Challenges in Understanding Patient Needs & Feedback

Fragmented

data capture

Significant

time lag in

reports

Lack of

granular,

actionable

insights

Minimal

engagement

from silent

minority

My Experience Matters

Patient Experience Multi-Channel Platform

Captures feedback on

the experience of

patients, families and

carers

Responses can be

captured by tablet, online,

kiosks and paper

Real-Time Customisation

Enables real-time results

with multiple reporting

options

Allows questions to be

customised for any ward

or clinic

MES Experience: Real-Time, Multi-channel Platform

Online

Text Message (SMS)

Email

Kiosk and Tablet

Automated Telephone

Surveys

Postcards and Drop-

boxes

Survey questions customised by channel and location

Free text fields inform root causes and allow service recovery

“Nurse Sarah was pleasant but the doctor was very

rushed and I did not understand his advice.

The door slams all night, I haven’t been able to sleep

for days since being on this ward”.

6 E integrated support to improve PX outcomes

E1. Experience

E3. Engagement

E4. Execution

E2. Emotions

E5. Excellence

E6. Evolution

Patients and

Consumers

Staff, Clinicians &

Management

Patient

Experience

(Outcome)

Customising the survey for WSLHD

1. Pilot

2. Question set development

3. Collection methods – volunteers

4. Reporting structure set up

5. Staff engagement

6. Patient experience score – Recommendation/ Kindness and

respect /Involvement in care

7. Mapping to other performance data sets and enable comparison

My Experience Matters Launch

Results to date

Implemented in 34 wards across 2 hospitals, over 1500 responses

Results: Heat Map report highlights focus areas

Comments drive employee buy-in and action

Results: Free-text analytics automates theming

Transparency and Accountability

Surveys are live on the hospital websites allowing patients to

complete while in hospital or at home

Real Improvement & Behaviour Change

Unit /

ServiceFeedback Before Action After Results

Ward A

Doctors not

communicating

well with

patients

NUM spoke to

regular

medical staff

on ward

Team now more

cohesive, discharge plans

have improved

Ward BDoor bangs

and wakes

patients

Maintenance

requestDoor no longer bangs

Ward C

Too noisy at

night due to

talking and

TVs

50% - Aug

2016

NUM

discussed in

ward meetings

68% - Dec

2016

Staff are now more aware

of the impact on patients

and are speaking more

quietly

Ward DVisitors toilet

not clean

54% - Aug

2016

Liaised with

housekeeping

76% - Jan

2017

Increased frequency of

cleaning

Food

Service

Not enough

variety and

taste

Feedback sent

to Patient Meal

and Nutrition

Committees

Feedback incorporated

into future planning

Recognition Program - Patient Experience Superstars

Key lessons we’ve learnt

1. Leadership engagement was critical

2. Integrate holistic approach to culture change with system

rollout (6Es)

3. Team workload higher than anticipated – resources

increased

4. Platform gives patients a voice that was previously

unheard

5. Qualitative comments motivate front-line action

Questions?

Kay de Ridder

Kay.Deridder@health.nsw.gov.au

@swkayde

Dr Avi Ratnanesan

avnesh@energesse.com

@energesse