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1 Dr Avnesh Ratnanesan (Avi) CEO, Energesse Leading Insights in Healthcare and Wellness @energesse ‘Translating Patient Experience into Health System Improvement’ UK Case Studies and the ‘MES Experience’ digital platform 1

‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

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Page 1: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

1

Dr Avnesh Ratnanesan (Avi)CEO, EnergesseLeading Insights in Healthcare and Wellness

@energesse

‘Translating Patient Experience into Health System Improvement’

UK Case Studies and the ‘MES Experience’ digital platform

1

Page 2: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

Executive Summary

Introduction to PX

The Technology platform – ‘MES Experience’

UK Implementation Case Studies

Learning Outcomes for Australia

Conclusion

Page 3: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

Introduction to Patient Experience (PX)

Australian hospitals now accredited on PX

UK NHS precedes changes by 3-5 years due to Mid-Staffordshire crisis

£11mil investigation - disconnect between management, front line staff &patients

In Australia, managers uncertain of importance and best practices to collect,analyse, measure and improve PX

Innovative solutions enable ‘early warning systems’ and patient-centredimprovements

*PHIAC, Operations of PHI Annual Report 2013-14

Page 4: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

MES Experience – Digital Survey & Analytics platform

Survey design tool – build your own surveys, unlimited volume

Survey library – one place to manage all surveys

Real time Reports from Board to Ward – ‘pain points’ from patient perspective

Page 5: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

MES Experience – Multichannel Data Collection

Online

Text Message

(SMS)

Email

Kiosk and Tablet

Automated Telephone

Surveys

Postcards and Drop-boxes

Page 6: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

Actionable insights from comments:

• Patient Emotions & Views of staff attitudes

• Staff compassion & Communications

Automated Text Analysis Measure Compassion & Staff Attitudes

Page 7: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

Implementation - NHS Case Studies

1. Leeds NHS Trust and Bradford Teaching Hospital NHS Trust

2. Standard PX metrics incorporated in surveys

3. Increase patient response rates by 15%

4. Multi-lingual approach utilised – Urdu, Slovak, Punjab, Czech

5. Online and paper based survey results combined

Page 8: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

*Sample analysis with PanSensic Emotional Lens

8/07/2015 10:36 amPansensic

Page 3 of 4file:/ / /Users/p errynsl ight ing/Desktop /Pansensic .webarchive

Feedback translated into Management Priorities

Monitor trend data across ward, department & hospital levels critical

Resolve issues with ‘Plan - Do – Study – Act’ approach

Page 9: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

Learning Outcomes for Australian hospitals

1. Methodology for collecting experiences and question format iscritical i.e. open ended vs. close ended questions

2. Analyse data into actionable insights for management

1. Transparently highlight feedback and improvements to driveculture change

2. Accountable internal champion to ensure solutions are alignedwith outcomes.

3. Alleviation of concerns = ‘early warning system’ to reducesystemic quality & safety errors and potential lawsuits

Page 10: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

Conclusions

1. Translating PX into actionable insights = grey, rapidly evolving field

2. Have a systematic strategy and ‘data-driven/evidence-based’ process for PX

3. Automated surveys and ‘big data’ technologies (e.g. MES Experience) are faster,more objective and cost-effective insights

4. Implement service improvements through a prioritisation process involving amulti-disciplinary team

Page 11: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

To Receive a Free Copy…

SMS 0438 614 233 (Full Name & E-mail)

[email protected]

Page 12: ‘Translating Patient Experience into Health System ... · PowerPoint Presentation Author: Paul Howarth Created Date: 8/5/2015 9:06:40 AM

The ONE CHANGE to drive Sustainable, Patient-Centred Healthcare

AREA TO FOCUS

Cumulative Costs (Headcount, Time, $$$)

Organisation’scycle

Cost Savings

70-80% 20-30%

Gather Research

Implement Projects AnalyseInsights

Determine Strategies