The patient experience in the strategy, hospital commitment (EN)
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Dr Manel del Castillo, CEO Hospital Sant Joan de Déu - Barcelona
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The patient experience in the strategy, hospital commitment (EN)
- 1. “The patient experience in the strategy, hospital commitment”
- 2. 53 countries 400 centers 925 brothers 60.000 employees Order Sant Joan de Déu
- 3. Barcelona Children’s Hospital Pediatric-Maternity Hospital University Barcelona affiliated Contract with the NHS Private non-profit health group
- 4. Our mission The BCH cares in an humanistic way for vulnerable people and so helping to create a fairer society.
- 6. The evolution of the hospital ?
- 9. 37,3% 20,9% 8,7% 12,1% 9,7% 3,6% 1,7% 6,1% International activitity. Where our patients come from 2.240 requests 2018 120 international patients treated every day
- 10. We have incorporated top professionals in our leading referral areas Priorities
- 11. Determinants of engagement 1. Project, Values 3. Leadership 4. Autonomy, Participation 5. Recognition 6. Work conditions 2. Coherence
- 12. Patient Experience Model Patient Family In-site training Diabetes Guide Faros Metabolic Guide Families’ Corner Metabolic Kitchen Simulation Team Care Plan Hospital sense dolor Caring Dogs support Clowns Music Therapy Games Space design Clothing Volunteers Associations Corner School Child-life Information Ciberschool Hospital infrastructure Signaling SUPPORT Friendly Hospital TRAINING- EMPOWER School of Parents Social work Intercultural mediation Patient Family Opinion active search Space Co-Creation Service Co-creation Youth Council Process redesign Kids Barcelona Associations Corner GIVE VOICE Patient Experience Families Council
- 13. Patient Experience Model Care Plan Hospital without pain Caring Dogs support Clowns Social workers Games Space design Clothing Volunteers Associations Corner School Child-life Information Ciberschool Hospital infrastructure Signaling SUPPORT Friendly Hospital Music Therapy Intercultural mediation
- 15. To help patients to deal with stressful situations and anxiety
- 16. Playing during painful procedures
- 17. The Clowns provide fun situations when tension and seriousness dominate
- 18. Dogs as man (and child) best friend!
- 19. Musicians help patients to express emotions
- 20. Music in the hospital is not only for therapy, but also to give support in special moments
- 21. The school inside the hospital to continue schooling
- 24. Cooking workshop for patients with metabolic diseases
- 25. Simulation for parents – tracheostomy care
- 26. Guía metabólica Guía diabetes Faros The portals
- 27. Patient Experience Model GIVE VOICE Patient Experience Patient Family Opinion active search Space Co-Creation Service Co-creation Youth Council Process redesign Kids Barcelona Associations Corner Families Council
- 28. It does not work on samples, it works on all the patients that have an e- mail address in the system Proactive search for opinion
- 29. 14,733 answers 80 70 56 1,363 Answers 8,340 5,030 Hospitalization Outpatient A&E 30% answers 29% answers 26% answers NPS NPS NPS Answers Answers
- 30. Inpatient area
- 31. Surgical area
- 32. Cancer Center
- 33. Patient Experience as a force for transformation of the organization
- 34. What’s happening to my child? There are two dimensions that matter to patients How i feel? Good clinical / health outcomes1 First contact with the hospital2 Emotional experience about the attention received 3 Relationship with professionals4 Operational aspects / process efficiency5 Decision-making process 6 Physical environment7
Editor's Notes
- Para llegar donde estamos el centro ha pasado por varias etapas. Empieza siendo un centro de beneficencia, durante mas de 100 años En los 70 se construye el nuevo edificio y se concierta con la seguridad social de entonces. A partir de ahí se convierte en un hospital general (pediatrico) . Mucho peso de la pediatria (era el gran servicio con secciones como nefrologia, endocrino, digestivo, etc) el equivalente a un comarcal pero pediatrico. En el 2003, a partir de una reflexion estrategica (paidhos), se decide evolucionar a hospital de tercer nivel. Que ha pasado desde entonces? En 2009 la crisis mundial afecta al hospital y se produce una reducción de los ingresos públicos, a la vez que se reduce la natalidad. El hospital se ajustan los salarios, se reducen las camas y se disminuye el staff. Es necesario hacer una reflexión y se deci
- Diapo: encrucijada. Los recortes seguian y teniamos solo dos opciones Seguir bajando los gastos: Cerrar servicios y abandonar el proyecto de terciarismo incrementar los ingresos no públicos. internacionalización
- Hemos pasado de 10 peticiones por año en 2012 a 10 peticiones al día en 2019
- Taking advantage of staff retirement, we have incorporated a large number of highly skilled professionals, especially in key positions. In fact we have changed more than 80% of the heads of departments in the hospital.
- Como gestionar el compromiso en nuestro entorno Hay tres niveles: El nivel macro.Las políticas institucionales a nivel de hospital El nivel meso. Las políticas que influyen a nivel de servicio El nivel micro. Las políticas relacionadas con las actuaciones a nivel personal