This document summarizes a presentation on improving patient experience. It discusses measuring patient experience through surveys, analyzing feedback to identify pain points, and translating insights into improvements. Key challenges include engaging staff, measuring experience across different settings, and demonstrating the benefits of improved experience such as better outcomes, safety, and cost savings. The presentation provides a framework of 6 E's to guide experience improvement efforts: capturing experiences, understanding emotions, engaging stakeholders, executing on insights, benchmarking excellence, and continuous evolution.
Value Based Care is a framework that helps healthcare ecosystem collaborate to provide value to patient for entire care-cycle. It also enables providers to iterate by measuring outcome and cost to maximise value over time.
Closing the Loop: Strategies to Extend Care in the EDEngagingPatients
This HIMSS15 presentation discusses the challenges faced in hospital emergency departments and offers insights for implementing a process to follow up with discharged ED patients to enhance outcomes and satisfaction,while optimizing utilization and reducing risk.
Creating a standard of care for patient and family engagementChristine Winters
Nationally-recognized governance expert Beth Daley Ullem addresses the state of patient engagement in heathcare and provides a vision for establishing a minimum standard of care for patient engagement programs.
Evaluation of IC initiatives - challenges, approaches and evaluation of Engla...Sax Institute
This presentation from Nicholas Mays, Professor of Health Policy, Director, Policy Innovation Research Unit, Department of Health Services Research & Policy focuses on the challenges, approaches and evaluation of England's Pioneers.
March 02, 2018
Value-based health care is one of the most pressing topics in health care finance and policy today. Value-based payment structures are widely touted as critical to controlling runaway health care costs, but are often difficult for health care entities to incorporate into their existing infrastructures. Because value-based health care initiatives have bipartisan support, it is likely that these programs will continue to play a major role in both the public and private health insurance systems. As such, there is a pressing need to evaluate the implementation of these initiatives thus far and to discuss the direction that American health care financing will take in the coming years.
To explore this important issue, the Petrie-Flom Center for Health Law Policy, Biotechnology, and Bioethics at Harvard Law School collaborated with Ropes & Gray LLP to host a one-day conference on value-based health care. This event brought together scholars, health law practitioners, and health care entities to evaluate the impact of value-based health care on the American health care system.
For more information, visit our website at: http://petrieflom.law.harvard.edu/events/details/will-value-based-care-save-the-health-care-system
The Population Health Management Market 2015Lifelog Health
Population health management is a problem term because it can mean something different to each person who hears it. However, I believe that the words capture the overall spirit and energy of healthcare reform in a unique way. Providers are thinking big when it comes to a patient’s engagement, responsibility, and preventative care, and they’re leveraging technology to do it. I discuss an overall picture of PHM, present some useful technology, and tell a few PHM stories herein.
Population Health Management: Where are YOU?Phytel
This presentation explains how population health is fundamental to value-based delivery models, including key principles and definitions of PHM, as well as how to assess your organization’s “population health readiness.”
In this presentation from the Beryl Institute's 2016 Patient Experience Conference, Edwards-Elmhurst Healthcare’s ED Chair and Patient Experience Director detail how they are leveraging technology to follow up with ED Patients and the exceptional results they’ve enjoyed.
Professor Liam Smeeth: Big Data, 30 June 2014Nuffield Trust
In this slideshow, Liam Smeeth, Deputy Director and Head of Department of Non-Communicable Disease Epidemiology of the London School of Hygiene and Tropical Medicine discusses big data, e-health and the Farr Institute.
Liam Smeeth spoke at the Nuffield Trust event: The future of the hospital, in June 2014.
Patient-Centered Care Requires Patient-Centered Insight: What We Can Do To C...Health Catalyst
Health systems and providers are inundated with measurement systems and reporting. Why would we want to add to the measurement mayhem? The real question is, “Are we measuring what matters?”
Carolyn Simpkins MD, PhD, chief medical informatics officer, will discuss how putting the patient at the center of the measurement matrix can bring coherence and completeness to the picture of care delivery performance across the patient journey, and therefore the performance of the healthcare ecosystem.
She will describe the building blocks for patient-centered measurement and how other metrics, patient-reported outcomes, and patient satisfaction fit into this approach. Carolyn will also review the challenges that have kept health systems from completing a patient-centered outcomes approach and why we are poised to break through. Finally, she will share case studies of organizations who have begun to pioneer the use of patient centered metrics to improve care and outcomes.
Partnering with Patients, Families and Communities for Health: A Global Imper...EngagingPatients
Engagement is an essential tool to improving global health. This report introduces a new framework for engagement to help countries assess current programs and think strategically about future engagement opportunities. It spotlights barriers to engagement and offers concrete examples of effective engagement from around the globe.
the paradigm is changing; the dominant focus for the next decade at least will be value, or to be precise triple value
The Aim is triple value & greater equity
• Allocative value, determined by how the assets are distributed to different sub groups in the population
• Technical value, determined by how well resources are used for all the people in need in the population
• Personalised value, determined by how well the decisions relate to the values of each individual
If you want to see more please look at http://bettervaluehealthcare.weebly.com
This infographic speaks to the challenges Emergency Departments face in caring and following up with the growing population of patients they see, and demonstrates how some EDs are seeing measurable improvements in care, patient satisfaction and efficiency.
A step by step guide on how to holistically improve patient experience, adaptable for any healthcare setting. This training is presented by Dr Avnesh Ratnanesan, who is a thought-leader and expert on practical methods for improving patient experience and consumer engagement in the health setting.
Value Based Care is a framework that helps healthcare ecosystem collaborate to provide value to patient for entire care-cycle. It also enables providers to iterate by measuring outcome and cost to maximise value over time.
Closing the Loop: Strategies to Extend Care in the EDEngagingPatients
This HIMSS15 presentation discusses the challenges faced in hospital emergency departments and offers insights for implementing a process to follow up with discharged ED patients to enhance outcomes and satisfaction,while optimizing utilization and reducing risk.
Creating a standard of care for patient and family engagementChristine Winters
Nationally-recognized governance expert Beth Daley Ullem addresses the state of patient engagement in heathcare and provides a vision for establishing a minimum standard of care for patient engagement programs.
Evaluation of IC initiatives - challenges, approaches and evaluation of Engla...Sax Institute
This presentation from Nicholas Mays, Professor of Health Policy, Director, Policy Innovation Research Unit, Department of Health Services Research & Policy focuses on the challenges, approaches and evaluation of England's Pioneers.
March 02, 2018
Value-based health care is one of the most pressing topics in health care finance and policy today. Value-based payment structures are widely touted as critical to controlling runaway health care costs, but are often difficult for health care entities to incorporate into their existing infrastructures. Because value-based health care initiatives have bipartisan support, it is likely that these programs will continue to play a major role in both the public and private health insurance systems. As such, there is a pressing need to evaluate the implementation of these initiatives thus far and to discuss the direction that American health care financing will take in the coming years.
To explore this important issue, the Petrie-Flom Center for Health Law Policy, Biotechnology, and Bioethics at Harvard Law School collaborated with Ropes & Gray LLP to host a one-day conference on value-based health care. This event brought together scholars, health law practitioners, and health care entities to evaluate the impact of value-based health care on the American health care system.
For more information, visit our website at: http://petrieflom.law.harvard.edu/events/details/will-value-based-care-save-the-health-care-system
The Population Health Management Market 2015Lifelog Health
Population health management is a problem term because it can mean something different to each person who hears it. However, I believe that the words capture the overall spirit and energy of healthcare reform in a unique way. Providers are thinking big when it comes to a patient’s engagement, responsibility, and preventative care, and they’re leveraging technology to do it. I discuss an overall picture of PHM, present some useful technology, and tell a few PHM stories herein.
Population Health Management: Where are YOU?Phytel
This presentation explains how population health is fundamental to value-based delivery models, including key principles and definitions of PHM, as well as how to assess your organization’s “population health readiness.”
In this presentation from the Beryl Institute's 2016 Patient Experience Conference, Edwards-Elmhurst Healthcare’s ED Chair and Patient Experience Director detail how they are leveraging technology to follow up with ED Patients and the exceptional results they’ve enjoyed.
Professor Liam Smeeth: Big Data, 30 June 2014Nuffield Trust
In this slideshow, Liam Smeeth, Deputy Director and Head of Department of Non-Communicable Disease Epidemiology of the London School of Hygiene and Tropical Medicine discusses big data, e-health and the Farr Institute.
Liam Smeeth spoke at the Nuffield Trust event: The future of the hospital, in June 2014.
Patient-Centered Care Requires Patient-Centered Insight: What We Can Do To C...Health Catalyst
Health systems and providers are inundated with measurement systems and reporting. Why would we want to add to the measurement mayhem? The real question is, “Are we measuring what matters?”
Carolyn Simpkins MD, PhD, chief medical informatics officer, will discuss how putting the patient at the center of the measurement matrix can bring coherence and completeness to the picture of care delivery performance across the patient journey, and therefore the performance of the healthcare ecosystem.
She will describe the building blocks for patient-centered measurement and how other metrics, patient-reported outcomes, and patient satisfaction fit into this approach. Carolyn will also review the challenges that have kept health systems from completing a patient-centered outcomes approach and why we are poised to break through. Finally, she will share case studies of organizations who have begun to pioneer the use of patient centered metrics to improve care and outcomes.
Partnering with Patients, Families and Communities for Health: A Global Imper...EngagingPatients
Engagement is an essential tool to improving global health. This report introduces a new framework for engagement to help countries assess current programs and think strategically about future engagement opportunities. It spotlights barriers to engagement and offers concrete examples of effective engagement from around the globe.
the paradigm is changing; the dominant focus for the next decade at least will be value, or to be precise triple value
The Aim is triple value & greater equity
• Allocative value, determined by how the assets are distributed to different sub groups in the population
• Technical value, determined by how well resources are used for all the people in need in the population
• Personalised value, determined by how well the decisions relate to the values of each individual
If you want to see more please look at http://bettervaluehealthcare.weebly.com
This infographic speaks to the challenges Emergency Departments face in caring and following up with the growing population of patients they see, and demonstrates how some EDs are seeing measurable improvements in care, patient satisfaction and efficiency.
A step by step guide on how to holistically improve patient experience, adaptable for any healthcare setting. This training is presented by Dr Avnesh Ratnanesan, who is a thought-leader and expert on practical methods for improving patient experience and consumer engagement in the health setting.
This presentation will walk the viewer through the following key moments:
Slide 2 – About Ochsner
Slide 3 – Book of business
Slide 4 – Key differentiators
Slides 5/6 – The problems we’re solving
Slides 7/8 – Care team and collaboration
Slides 9/10 – Results, outcomes and ROI
Slides 11/12 – Employer experience and ideal client profile
Slides 13/14 – Employee engagement
More than just condition monitoring:
Ochsner Digital Medicine is remote clinical management, including clinicians and pharmacists on the care team to adjust medications accordingly.
Full clinical management - including medication management and ordering labs. The only program delivering at national scale that is backed by a not-for-profit, Center of Excellence health system. The only program that augments the member's PCP care via seamless data integration with Epic electronic health record.
Before we change actions or activities within the healthcare, the first point is to understand how staff and consumers think about the system we are in now.
Integrated Health Information to Examine, Empower and EngageH-Connect Compusoft
Electronic Ecosystem to build a universal Electronic Health Record and Health information exchange.
Deliver care through information technology,
Enhance health research, analysis & compliance
Improve efficiency, quality and reduce cost of healthcare. Online health records and Clinical Decision Support System (CDSS) at http://www.hconnect.co.in/
"When our Patient Experience measures improved, so did our Quality and Safety measures" - Sir Robert Naylor, CEO, University College London Hospitals NHS Trust, Sustainable Health Transformation 2014
As new payment models emerge that emphasize value over volume, providers are being compelled to look more closely at how to motivate patients—especially those with multiple chronic conditions—to actively manage their care, make better decisions and change behaviors. This editorial webinar will explore the relationships between engagement and improved health outcomes, greater patient satisfaction and better resource utilization. Our panel of experts will share proven strategies for building patients' confidence, disseminating self-management tools and making the best use of your care team.
2021-2022 NTTAP Webinar: Fundamentals of Comprehensive CareCHC Connecticut
Join us as we discuss the core concepts of team-based care and introduce elements of team-based care that builds upon these basics to support your teams in advancing their capability to provide satisfying and effective care to complex patient populations. .
We will be joined by Margaret Flinter, Senior Vice President/Clinical Director for Community Health Center, Inc., and both Thomas Bodenheimer, MD, Physician and Founding Director, and Rachel Willard Grace, Director, from the Center for Excellence in Primary Care.
The emerging healthcare environment requires expanded patient access while delivering optimal outcomes and cost. As healthcare moves form a fee for service model to alternative delivery and payment models, there are opportunities for physical therapy to revolutionize the delivery of musculoskeletal medicine. Physical therapists are uniquely qualified to spearhead musculoskeletal care through direct access with the potential to improve patient satisfaction and outcomes while limiting unneeded medical care. While this model has been described in the military, there are few descriptions of this PT First approach in the private payer arena. This session will provide the attendee with a multifaceted perspective on the impact of physical therapy in emerging, collaborative healthcare models. Approaches to payers and employers with the business implications will be presented that influence these new models. Key strategies to implement a scalable, best practice model will be discussed including the logistical challenges and corollary solutions in the private arena. We will discus our experience implementing novel delivery models for management of neck, back, shoulder and knee pain. The session will deliver practical solutions to the challenges of implementing, assessing, and adapting a theoretical construct to a working viable program. Finally, the session will discuss how the use of a a large Patient Outcomes Registry and analysis of “big data” can drive best practice and inform development of the program.
Skip Out on the Classroom: How to Transform Learning in the Clinical SettingHealth Catalyst
EHR and data literacy training can be arduous, time-consuming, and costly. Furthermore, learning science demonstrates that a one-size training approach is ineffective and fails to meet individual learners' needs.
Dr. Brent James; Tom Burton, Health Catalyst Co-Founder; Bob Burgin, CEO of Amplifire; and leaders from UCHealth share how they developed an EHR training solution that shortens time to proficiency, significantly reduces costs, and keeps clinicians where they are needed most—on the floor with patients.
During this webinar, you will learn about:
- Advances in learning science that are transforming training and learning in healthcare organizations.
- Evaluating your competency gaps in clinical practices, EHR use, analytics, and improvement literacy.
- Developing a business case for a more effective training approach that could save your organization millions of dollars and deepen analytics, improvement, and clinical learning across your organization.
A joint presentation on Real People, Real Data at the 2016 International Forum on Quality and Safety in Healthcare in Gothenburg, Sweden. Presented by Leanne Wells of the Consumers Health Forum of Australia; Sam Vaillancourt of St. Michael’s Hospital, Toronto, Canada, and; Dr Paresh Dawda of the Australian National University.
In this webinar, you will learn:
How we approach intervention campaigns: a framework
The science of behavior change and how it can be applied to increase the probability of desired outcomes
How Altarum’s ACE Measure can help predict consumer behaviors and design successful intervention campaigns
Speakers:
Ryan Rossier, Medullan
Chris Duke, Altarum
Josh Klapow, ChipRewards
Associate Professor Ian Scott - Princess Alexandra Hospital; University of Qu...Informa Australia
Associate Professor Ian Scott
Director
Internal Medicine & Clinical Epidemiology; Associate Professor of Medicine
Princess Alexandra Hospital; University of Queensland
Navigating Challenges: Mental Health, Legislation, and the Prison System in B...Guillermo Rivera
This conference will delve into the intricate intersections between mental health, legal frameworks, and the prison system in Bolivia. It aims to provide a comprehensive overview of the current challenges faced by mental health professionals working within the legislative and correctional landscapes. Topics of discussion will include the prevalence and impact of mental health issues among the incarcerated population, the effectiveness of existing mental health policies and legislation, and potential reforms to enhance the mental health support system within prisons.
India Clinical Trials Market: Industry Size and Growth Trends [2030] Analyzed...Kumar Satyam
According to TechSci Research report, "India Clinical Trials Market- By Region, Competition, Forecast & Opportunities, 2030F," the India Clinical Trials Market was valued at USD 2.05 billion in 2024 and is projected to grow at a compound annual growth rate (CAGR) of 8.64% through 2030. The market is driven by a variety of factors, making India an attractive destination for pharmaceutical companies and researchers. India's vast and diverse patient population, cost-effective operational environment, and a large pool of skilled medical professionals contribute significantly to the market's growth. Additionally, increasing government support in streamlining regulations and the growing prevalence of lifestyle diseases further propel the clinical trials market.
Growing Prevalence of Lifestyle Diseases
The rising incidence of lifestyle diseases such as diabetes, cardiovascular diseases, and cancer is a major trend driving the clinical trials market in India. These conditions necessitate the development and testing of new treatment methods, creating a robust demand for clinical trials. The increasing burden of these diseases highlights the need for innovative therapies and underscores the importance of India as a key player in global clinical research.
CHAPTER 1 SEMESTER V - ROLE OF PEADIATRIC NURSE.pdfSachin Sharma
Pediatric nurses play a vital role in the health and well-being of children. Their responsibilities are wide-ranging, and their objectives can be categorized into several key areas:
1. Direct Patient Care:
Objective: Provide comprehensive and compassionate care to infants, children, and adolescents in various healthcare settings (hospitals, clinics, etc.).
This includes tasks like:
Monitoring vital signs and physical condition.
Administering medications and treatments.
Performing procedures as directed by doctors.
Assisting with daily living activities (bathing, feeding).
Providing emotional support and pain management.
2. Health Promotion and Education:
Objective: Promote healthy behaviors and educate children, families, and communities about preventive healthcare.
This includes tasks like:
Administering vaccinations.
Providing education on nutrition, hygiene, and development.
Offering breastfeeding and childbirth support.
Counseling families on safety and injury prevention.
3. Collaboration and Advocacy:
Objective: Collaborate effectively with doctors, social workers, therapists, and other healthcare professionals to ensure coordinated care for children.
Objective: Advocate for the rights and best interests of their patients, especially when children cannot speak for themselves.
This includes tasks like:
Communicating effectively with healthcare teams.
Identifying and addressing potential risks to child welfare.
Educating families about their child's condition and treatment options.
4. Professional Development and Research:
Objective: Stay up-to-date on the latest advancements in pediatric healthcare through continuing education and research.
Objective: Contribute to improving the quality of care for children by participating in research initiatives.
This includes tasks like:
Attending workshops and conferences on pediatric nursing.
Participating in clinical trials related to child health.
Implementing evidence-based practices into their daily routines.
By fulfilling these objectives, pediatric nurses play a crucial role in ensuring the optimal health and well-being of children throughout all stages of their development.
R3 Stem Cells and Kidney Repair A New Horizon in Nephrology.pptxR3 Stem Cell
R3 Stem Cells and Kidney Repair: A New Horizon in Nephrology" explores groundbreaking advancements in the use of R3 stem cells for kidney disease treatment. This insightful piece delves into the potential of these cells to regenerate damaged kidney tissue, offering new hope for patients and reshaping the future of nephrology.
Antibiotic Stewardship by Anushri Srivastava.pptxAnushriSrivastav
Stewardship is the act of taking good care of something.
Antimicrobial stewardship is a coordinated program that promotes the appropriate use of antimicrobials (including antibiotics), improves patient outcomes, reduces microbial resistance, and decreases the spread of infections caused by multidrug-resistant organisms.
WHO launched the Global Antimicrobial Resistance and Use Surveillance System (GLASS) in 2015 to fill knowledge gaps and inform strategies at all levels.
ACCORDING TO apic.org,
Antimicrobial stewardship is a coordinated program that promotes the appropriate use of antimicrobials (including antibiotics), improves patient outcomes, reduces microbial resistance, and decreases the spread of infections caused by multidrug-resistant organisms.
ACCORDING TO pewtrusts.org,
Antibiotic stewardship refers to efforts in doctors’ offices, hospitals, long term care facilities, and other health care settings to ensure that antibiotics are used only when necessary and appropriate
According to WHO,
Antimicrobial stewardship is a systematic approach to educate and support health care professionals to follow evidence-based guidelines for prescribing and administering antimicrobials
In 1996, John McGowan and Dale Gerding first applied the term antimicrobial stewardship, where they suggested a causal association between antimicrobial agent use and resistance. They also focused on the urgency of large-scale controlled trials of antimicrobial-use regulation employing sophisticated epidemiologic methods, molecular typing, and precise resistance mechanism analysis.
Antimicrobial Stewardship(AMS) refers to the optimal selection, dosing, and duration of antimicrobial treatment resulting in the best clinical outcome with minimal side effects to the patients and minimal impact on subsequent resistance.
According to the 2019 report, in the US, more than 2.8 million antibiotic-resistant infections occur each year, and more than 35000 people die. In addition to this, it also mentioned that 223,900 cases of Clostridoides difficile occurred in 2017, of which 12800 people died. The report did not include viruses or parasites
VISION
Being proactive
Supporting optimal animal and human health
Exploring ways to reduce overall use of antimicrobials
Using the drugs that prevent and treat disease by killing microscopic organisms in a responsible way
GOAL
to prevent the generation and spread of antimicrobial resistance (AMR). Doing so will preserve the effectiveness of these drugs in animals and humans for years to come.
being to preserve human and animal health and the effectiveness of antimicrobial medications.
to implement a multidisciplinary approach in assembling a stewardship team to include an infectious disease physician, a clinical pharmacist with infectious diseases training, infection preventionist, and a close collaboration with the staff in the clinical microbiology laboratory
to prevent antimicrobial overuse, misuse and abuse.
to minimize the developme
Deep Leg Vein Thrombosis (DVT): Meaning, Causes, Symptoms, Treatment, and Mor...The Lifesciences Magazine
Deep Leg Vein Thrombosis occurs when a blood clot forms in one or more of the deep veins in the legs. These clots can impede blood flow, leading to severe complications.
The Importance of Community Nursing Care.pdfAD Healthcare
NDIS and Community 24/7 Nursing Care is a specific type of support that may be provided under the NDIS for individuals with complex medical needs who require ongoing nursing care in a community setting, such as their home or a supported accommodation facility.
Health Education on prevention of hypertensionRadhika kulvi
Hypertension is a chronic condition of concern due to its role in the causation of coronary heart diseases. Hypertension is a worldwide epidemic and important risk factor for coronary artery disease, stroke and renal diseases. Blood pressure is the force exerted by the blood against the walls of the blood vessels and is sufficient to maintain tissue perfusion during activity and rest. Hypertension is sustained elevation of BP. In adults, HTN exists when systolic blood pressure is equal to or greater than 140mmHg or diastolic BP is equal to or greater than 90mmHg. The
3. 3
THOUGHT
LEADERSHIP TECHNOLOGY TRAINING
IMPROVING PATIENT REPORTED MEASURES &
CONSUMER ENGAGEMENT
Research
White Papers
Consulting & Advisory
Speaking
MES Experience –
Patient Survey Platform
Amplitude – PROMs
platform
Patient Experience
Program - 6 E’s
4. 4
TRENDS IN AUSTRALIAN HEALTH FUNDING
1. Flattening / Declining PHI participation rates
2. Cost of claims rising
3. IHPA price signals on unplanned readmissions, HACs & sentinel events
4. Public sector policy trend to shift funding to be more consumer-directed e.g. NDIS
and Aged Care reforms
5. Integrated care – shared PREM’s and PROM’s in primary and secondary care
5. 5
‘Future Solutions in
Customer Experience &
Retention’
Research White Paper for the PHI industry
FREE DOWNLOAD
www.energesse.com/customer-experience
5
7. 7
PHI CORPORATE STRATEGY REQUIRES INNOVATION BEYOND
H 1
Business Model Innovation
Health Megatrends
5-10 years (H3)
Product
(Policy) &
Service
Innovation Customer
Expectations
0– 2 years
(H1)
Customer Expectations
2-5 years (H2)
Tice, M. 2017 Insurgence-Energesse
8. 8
HEALTHCARE
QUADRUPLE AIMS
1. Don Berwick et al Health Affairs 2008 Triple Aim, Insitute of Healthcare Improvement 2. Bodenheimer et al Annals of Family Medicine 2014
9. 9
WHAT IS Patient Experience (PX) ?
The sum of all interactions, shaped by an organization's culture,
that influence patient perceptions across the continuum of care.”
-Beryl Institute
13. 13
HEALTHCARE MANAGEMENT CHALLENGES
Measuring the Experience
1. Surveys paper/telephone – disparatesystems
2. Quantitativeonly, not WHY(qualitative) – difficult fixes
3. Tick-boxexercise
Analysing insightsand pain points
1. Delayedsurvey results - up to 18 months
2. Reports & Benchmarks – Too high level, uncoordinated& lack intelligence
Translatefeedback & survey data into improvements
1. Low priority (too survey-focussed)
2. ComplexROI
3. No clear KPI’s
4. Ad hoc actions
5. Poor front line engagement
14. 14
BENEFITS OF IMPROVING PATIENT EXPERIENCE
The Benefits of a Quality Patient Experience and Exceptional Patient Satisfaction for Medical Practices and Ambulatory Care http://www.languageofcaring.com/resource/the-benefits-of-a-
quality-patient-experience-and-exceptional-patient-satisfaction-for-medical/
Deloitte – The Value of Patient Experience https://www2.deloitte.com/content/dam/Deloitte/us/Documents/life-sciences-health-care/us-dchs-the-value-of-patient-experience.pdf
Employee Engagement: Key to Exceptional Patient Experience
http://www.languageofcaring.com/resource/employee-engagement-key-to-the-exceptional-patient-experience/
Patients
Improve satisfaction with
care
Improve compliance with
treatment (medications, post
surgical care)
Reduced readmission rates
Reduce frustration and
anxiety
Health Outcomes
Improve individual patient
outcomes
Improve population health
outcomes
Increase service safety &
quality
Meet accreditation
standards
Financial Value
Reduce expenses from
• Inappropriate or wasted
treatments
• Poor administrative
solutions
• Reduced complaints
management
• Reduced length of stay
• Medicolegal claims
Improve profitability
(Can also increase
expenses with increased
revenue)
Staff Experience
Improve staff engagement
Better job satisfaction
Reduce burnout
21. 21
CAPTURE EXPERIENCE E.G. REAL-TIME SURVEYS
Survey Customisation= Evidence-BasedApproach x Patient (User)
Testing
22. 22
FREE TEXT COMMENTS = ACTIONABLE ROOT CAUSES
“Nurse Sarah was pleasant but the doctor was very
rushed and I did not understand his advice.
The exit door slams all night, I haven’t been able to
sleep for 5 days since my operation”.
24. 24
Detractors Promoters
PX : IT’S NOT WHAT YOU THINK ABOUT THEM,
IT’S HOW THEY FEEL ABOUT YOU
e.g. Family & Friends Test (FFT)/ Net Promoter Score (NPS)
Frustration & Anger Delight & Excitement
29. 29
FRONT LINE WORKFORCE CHALLENGES
1. Engaging Staff and Clinicians to take action
2. High demands – Time constraints, fatigue, burnout
3. Resource constraints
4. Behaviour change - Defensiveness towards results
5. Internal competition and staff ‘politics’
6. Prioritise Outcomes vs Experience e.g. “I treat the
tumour, not the patient”
1. Harvard Business Review May 2013 Healthcare’s Service Fanatics 2. Bodenheimer et al Annals of Family Medicine 2014
36. 36
BEST BENCHMARKS FOR IMPROVEMENT CULTURE:
AGAINST YOURSELF OVER TIME?
VS
AGAINST OTHER WARDS?
VS
AGAINST OTHER HOSPITALS?
37. 37
CASE STUDY EVIDENCE OF OUTCOMES
Hertfordshire Partnership University NHS Foundation Trust
Service Question
July-
Sept
2015
Action Taken
Oct-Dec
2015
Change
Albany Lodge
If you came here from another
service, were you kept informed
throughout the process
22%
At all staff meetings the team now discuss
how the Trust can improve the transfer
process so patients are better informed
54% + 32%
Aston Ward Do you feel listened to? 57%
1:1 time was put aside for service users to
express all their thoughts and feelings
100% + 43%
RAID (Lister)
Do you know how to mental health
support out of hours?
90%
Service Users provided with mental health
helpline cards with relevant contact details
100% + 10%
Holly Lodge
Has your mental health medication
and any side effects been
explained to you?
50%
Staff time was put aside to explain and
provide more information on medication in
1:1 and group sessions
73% + 23%
40. 40
HOW CAN PHI LEADERS IMPROVE PATIENT EXPERIENCE?
1. Self educate on methodologies to improve PX
FREE DOWNLOAD www.energesse.com
41. 41
HOW CAN PHI IMPROVE PATIENT EXPERIENCE
2. Improve Clinician & Provider engagement with performance mgmt by PHI
• Collaborate with other health funds
• Standardise patient surveys across industry – core question set
• Real time data collection
• Consolidate Data Lake on hospital performance measures e.g. PREMs and PROMs
• Transparency – open source?
42. 42
HOW CAN PHI LEADERS IMPROVE
PATIENT EXPERIENCE?
Research the value drivers, financial outcomes &
ROI on patient experience in hospital(s)
• What is correlation between PX and financial
performance in Australian hospitals?
• Which areas are incurring unnecessary costs due to
poor experience, losing revenue, over-investing or
under-investing?
Interested parties please contact
avnesh@energesse.com
44. HOW DO WE ‘HUMANISE’ OUR HEALTH SYSTEM
Dr Avnesh Ratnanesan
CEO, Energesse
45. Thought Leadership Research Consulting Speaking
Technology Surveys & Solutions
Training PX Improvement
For a copy, SMS 0438 614 233 (your name & email)
or email avnesh@energesse.com