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Patient Experience andPerson-Centred CareNaomi Norman, Customer Experience Consultant,SMS Management & Technology
The Experience of Being PatientA∧
The Experience of Being PatientA∧StageChannelsClinic ConsultationTestsDiagnosisInitial Schedule Post-operativecheck-upsPho...
ABS Patient Experience SurveyAustralian Bureau of Statistics Patient Experience Survey 2011-20128%12%Don’t listen Not resp...
DependableTransparentPersonalProfessionalEmpathicCharacteristics FrameworksWhere to start?
Design the whole experience, not just the treatmentThink like a service industry
Design the Whole ExperienceNot Just TheTreatment
Design the Whole ExperienceEmotionStageChannelsClinic ConsultationTestsDiagnosisInitial Schedule Post-operativecheck-upsPh...
DOES IT MATTER?PatientExperienceSatisfactionPerceivedQualityCompliancew.TreatmentClinicalEffectivenessPatientExperienceC l...
Non-clinical Experience Design
Non-clinical Experience Design
Non-clinical Experience Design
Non-clinical Experience Design
Non-clinical Experience Design
Think like a service industry
It’s the little touches…
Like LifeFacebooklikesM o r t a l i t y r a t eHospital Quality Satisfaction Facebook LikesLife
fundsGovernmentCareProviderPerson w.DisabilityThe funding trailfunds purchases
Self-directed care
Design the whole experience, not just the treatmentThink like a service industry
To turn this
Into thisLife
Naomi NormanCustomer Experience ConsultantSMS Management and Technologynnorman@smsmt.com@naomirnorman
Patient experiencecx13
Patient experiencecx13
Patient experiencecx13
Patient experiencecx13
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Patient experiencecx13

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Patient experiencecx13

  1. 1. Patient Experience andPerson-Centred CareNaomi Norman, Customer Experience Consultant,SMS Management & Technology
  2. 2. The Experience of Being PatientA∧
  3. 3. The Experience of Being PatientA∧StageChannelsClinic ConsultationTestsDiagnosisInitial Schedule Post-operativecheck-upsPhone AppointmentBookingConfirm scheduleBook anaesthetistCheck visitinghoursConfirm post-care scheduleEnquiriesOnline Pre-admissionsformsExperiencesurveyPaymentHospital ReceptionIn-patientadmissionPre-operativewaiting roomPreparation roomTheatreRecoveryPatient’s RoomMealsPhysiotherapyRoundsMedicationsSpecialistconsultationPharmacy fulfilmentDischarge interviewPaper History form Pre-admissionformsConsent form Discharge forms BillRemindersDiagnosis Planning Admission Treatment Stay DischargePost-treatmentcareBillingEmotionC N N C C N C N
  4. 4. ABS Patient Experience SurveyAustralian Bureau of Statistics Patient Experience Survey 2011-20128%12%Don’t listen Not respectful
  5. 5. DependableTransparentPersonalProfessionalEmpathicCharacteristics FrameworksWhere to start?
  6. 6. Design the whole experience, not just the treatmentThink like a service industry
  7. 7. Design the Whole ExperienceNot Just TheTreatment
  8. 8. Design the Whole ExperienceEmotionStageChannelsClinic ConsultationTestsDiagnosisInitial Schedule Post-operativecheck-upsPhone AppointmentBookingConfirm scheduleBook anaesthetistCheck visitinghoursConfirm post-care scheduleEnquiriesOnline Pre-admissionsformsExperiencesurveyPaymentHospital ReceptionIn-patientadmissionPre-operativewaiting roomPreparation roomTheatreRecoveryPatient’s RoomMealsPhysiotherapyRoundsMedicationsSpecialistconsultationPharmacy fulfilmentDischarge interviewPaper History form Pre-admissionformsConsent form Discharge forms BillRemindersEmotionDiagnosis Planning Admission Treatment Stay DischargePost-treatmentcareBillingC N N C C N C N
  9. 9. DOES IT MATTER?PatientExperienceSatisfactionPerceivedQualityCompliancew.TreatmentClinicalEffectivenessPatientExperienceC l i n i c a l O u t c o m e s
  10. 10. Non-clinical Experience Design
  11. 11. Non-clinical Experience Design
  12. 12. Non-clinical Experience Design
  13. 13. Non-clinical Experience Design
  14. 14. Non-clinical Experience Design
  15. 15. Think like a service industry
  16. 16. It’s the little touches…
  17. 17. Like LifeFacebooklikesM o r t a l i t y r a t eHospital Quality Satisfaction Facebook LikesLife
  18. 18. fundsGovernmentCareProviderPerson w.DisabilityThe funding trailfunds purchases
  19. 19. Self-directed care
  20. 20. Design the whole experience, not just the treatmentThink like a service industry
  21. 21. To turn this
  22. 22. Into thisLife
  23. 23. Naomi NormanCustomer Experience ConsultantSMS Management and Technologynnorman@smsmt.com@naomirnorman

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