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8th October 2015
Improving Patient Sentiment and Experience
Social Health Online Facts
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3-4% of internet users have posted their experiences with healthcare service providers or treatments.
72% of internet users say they looked online for health information within the past year
One in 5 internet users have consulted online reviews & rankings of healthcare service providers & treatments.
42% health social media users look for consumer reviews
Source: Health Fact Sheet 2014, PewResearchCenter
Social Health Online Facts (Cont.)
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Lagging Patient Experience indicators with a cycle time to information as long as 8-12 weeks.
Business Problem
Patient Discharged Sends survey Prepare results Sends to Hospital Analyse & Report Action Plans
Challenges
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»
»
»
»
» Inexperience and prioritization challenges in understanding competitive landscape for patient engagement
Limited 360 View of Patient Experience
Cumbersome IT (data) systems and insufficient data points
Did not give the hospital competitive advantage & did not help them in maximizing their re-imbursements.
Hospitals LACK understanding of strategic drivers influencing overall patient engagement with to pull out system inability to pull out key insights from Govt. mandated Patient Satisfaction & Quality Surveys
Parameters Organization Use To Measure Overall Improvement In Patient Experience
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Government mandated surveys (e.g., HCAHPS Scores)
Patient Satisfaction/ Experience Surveying
Calls Made to Patients/ Caretakers After Discharge
Bedside Surveys/Instant Feedback During Rounding
Patient/Family Advisory Committee
Patient/Family Member Focus Groups or Individual Interviews 29%
32%
42%
70%
80%
86%
Source: Google
Why Is Patient Experience Important?
Experience matters to
patients & their families
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Patient care experience is
linked to clinical quality
Patient centred-care,
patient experience & quality all go hand-in-hand
Patient experience is
good for business.
Source: Washington Health Alliance: Your Voice Matters 2014
Solution
• As Government adopts Pay for Performance, all hospitals have a STRONGER MOTIVATION to improve their CMS Patient Satisfaction & Patient Care Scores
• To fix the problem, there needs to be a transition to leading indicators that gives a PROACTIVE view of patient experience concerns as they happen. The hospital system could tap into Social Media, Rating / Rankings, Websites, Blogs in near real-time to tap into voice of the customer.
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EHR/EMR/Billing/ Department data
Govt Sites/ Rankings
Patient Survey
Comprehensive or Holistic Data Coverage
As they happenHospital
Saama Patient Sentiment and Experience Solution
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Core Business Impact
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Real time score on customer/patient levels
Addresses patient care issues & patient suggestions
Addresses the entire patient care value enabling the client to achieve dramatically improved HCAHPS score
Improved overall patient care value chain
Learn More Contact Us
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Gartner logo source - www.gartner.com
Our patient Experience Solution has been recently recognized by Gartner in 2 separate Gartner Hype Cycle Reports
To Learn more about our Patient Experience solutions, follow the link below :http://www.saama.com/industries/healthcare/patient-experience-insights/
Learn how Saama can help your healthcare businesshttp://www.saama.com/contact-us/
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