NEXA pose the question is patient feedback falling on deaf ears? in the first of our health webinar series. Hear about current trends in patient feedback and our 5 steps to successfully implementing a patient feedback program in your organisation. Effectively capturing patient feedback and implementing change is essential for improving the patient experience. For more visit www.nexa.com.au

1. PRESENTED BY ADAM HEANEY
IS PATIENT
FEEDBACK
FALLING ON DEAF
EARS?
DIRECTOR OF PROFESSIONAL SERVICES

2. AGENDA
• Why we collect feedback
• Current methods of feedback collection
• Is feedback falling on deaf ears?
• 5 steps to successful feedback
• Current technologies to capture real-time patient
feedback
IS FEEDBACK FALLING ON DEAF EARS?

3. WHY DO WE COLLECT FEEDBACK?
Patient centric
Maintain quality
Improve service
delivery
Legislation
Accreditation
Collect views and
opinions
Measure and
baseline
TO MAKE EVERY PATIENT INTERACTION MATTER

4. CAPTURE MEASUREANALYSE
WHAT IS PATIENT FEEDBACK CYCLE?
CHANGE

5. HOW IS FEEDBACK COLLECTED NOW?

6. IS FEEDBACK FALLING ON DEAF EARS?
Real-time 6 months +
Real-time 12 months +
Ongoing 6 months +
Are we
missing anything?

7. Are we missing anything
• Opportunity to collect feedback in multiple ways
• Communication with internal and external stakeholders
• Realised benefits for making positive change
• Driving a culture of change and innovation
• Improving quality and service delivery
IS FEEDBACK FALLING ON DEAF EARS?

8. WHAT CAN BE DONE BETTER
Collecting feedback
Understanding findings
Sharing feedback
Planning for improvement
Measuring success
The 5 steps to successful patient feedback

9. FEEDBACK COLLECTION METHODS
Quantitative Research
TYPE USE CASE BENEFITS LIMITATIONS
Patient experience
surveys
Collect information on patient
needs, wants and pain points
• Provides relevant context for needs,
wants and pain points which require
resolution
• Time period to collect
• Return rates (paper
collection)
• Accuracy of completion
• Lengthy time of analysis
Tailored surveys Collect information on specific
areas of patient experience
• Greater depth and detail
• Solve problems contained to specific
care settings
• Lack of relevance to other
business areas due to limited
context
Population
surveys
Collect information on patients
through geographically diverse and
demographically diverse surveys
• Provides larger sample size from
geographic & demographic backgrounds
• Uncovers community specific issues
• Funding
• Large data sets
Surveys highlight key areas for improvement and what people think,
but do not necessarily describe why they feel that way

10. Qualitative Research
TYPE USE CASE BENEFITS LIMITATIONS
Focus groups Collect information from patients
on topics within a closed group
interpersonal setting
• Provides qualitative information in a wider
group context from a number of participants at
a single time
• Organising a group
Interviews Collect information patients within
a 1:1 interpersonal setting
• Provides very detailed qualitative information
from this setting
• Allows the exploration of other related topics
with ease
• Exhaustive and time consuming
• Doesn’t always allow for wider
view of information gathered
Mystery
Shoppers
Organisational understanding from
the patient perspective
• Explore first hand service delivery from the
patient perspective
Assumptions can often be made
without context or consideration
Patient
Panels
Integrated patient feedback into
Hospital projects
• Voice of the community
• Community engagement in key decision
making
• Aligns with national standards
• Doesn’t always allow for
expression of wider community
views
FEEDBACK COLLECTION METHODS

11. FEEDBACK QUESTIONS
Image credit: Atlassian
How likely is it that you would recommend our services to a friend or colleague?

12. • Examine performance along
the patient care path
• Compare results over time
• Compare results with other
similar organisations (external
review)
• Compare results within the
organization (internal review)
• Incorporate lessons learnt
Metric measurement and comparison
UNDERSTANDING FINDINGS

13. SHARING FEEDBACK
AUDIENCEMESSAGE MEDIUM
Raise awareness
Promote patient
engagement
Ensure feedback cycle loop
is business as usual
Meet NSQHS standards
Patients
Public
Commissioners
Clinicians & admin staff
Other organisations
Events and presentations
Direct mail
Website
Posters
Advertising
Social Media

14. PLANNING FOR IMPROVEMENT
 Set clear goals and objectives
 Divide objectives into manageable steps
 Select the areas for action with the greatest
impact
 Involve patients and key stake holders
 Use SMART objectives
 Communicate progress
 Incorporate lessons learnt
 Create success measures
ACTION PLAN
S.M.A.R.T
Specific - Define what needs to be done
Measurable - Describe how you will know
the action has been achieved
Achievable - Set realistic goals and
objectives
Relevance - Relate actions to your goals
Timeframe - Set a realistic timeframe and
stick to it

15. MEASURING SUCCESS
• Bench marking with other hospitals and similar departments
• NSQHS and ACHS standards
• Key measurables being set such as decrease in patient complaints
• Measurement against quality models such as HIMSS
Problem statements
%

16. REAL WORLD EXAMPLES
Survey broad patient experience questions
How: Paper based survey on waiting area experience
1. Did you find the check in process easy today?
2. Did you find the wait time for your appointment to be satisfactory?
3. Did you manage to find your way around the centre easily today?
4. Did you find the staff to be friendly and helpful today?
5. Any other comments?
“There aren’t enough biscuits!”

17. REAL WORLD EXAMPLES
Identify Issues
How: Patient focus groups – Making the Cancer Journey easier
1. What would make your journey easier?
2. How can we improve your quality of care?
Target the pain points
Enable patients to manage and view their future appointments
Distract patients from their cancer journey when they are waiting
Provide a solution
Provide technology to enable patients to view appointments from home and
receive reminders of future appointments
Provide free WiFi to patients to keep them entertained in the waiting area
76% increase in patient satisfaction!

18. BEST PRACTICE FEEDBACK COLLECTION
ONLINE OBSERVATION REAL-TIME
MAKE EVERY PATIENT INTERACTION MATTER

19. TECHNOLOGY THAT EXISTS TODAY

20. CAPTURE MEASUREANALYSE
PROVEN APPROACH
CHANGE

21. Q & A

22. NEXA is an independent Australian company that designs and delivers solutions
to streamline customer journeys. From a license renewal, to choosing health
insurance, registering for university or seeing a doctor, our solutions are used
every day all over Australia and beyond.
For 10 years, NEXA’s collaborative approach, globally recognised technology and
data-driven insights have enhanced customer experiences and improved
operational efficiencies. We make every customer interaction matter in
Government, Healthcare, Education, and Retail industries.
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