Patient Experience Roundtable Sydney 2018 Leading Change & Transformation in Healthcare
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Energesse and The Beryl Institute's Patient Experience Roundtable brought together executive senior patient experience champions from around Australia to brainstorm and collaborate on the most important issues affecting organisations in patient experience.
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Patient Experience Roundtable Sydney 2018 Leading Change & Transformation in Healthcare
- 1. PATIENT EXPERIENCE ROUNDTABLE Sydney 2018 Hosts: Facilitators: Dr Avnesh Ratnanesan Founder & CEO Sharon Dayus Patient Experience Specialist In Partnership with
- 2. 2 TRANSFORMING PATIENT EXPERIENCE GLOBALLY CSIRO Health & Biosecurity Western Sydney LHD South West Sydney LHD
- 3. 3 VISION & MISSION Improve the Health & Well-being Experience of 1 Billion Lives
- 4. 4 THOUGHT LEADERSHIP TECHNOLOGY TRAINING INTEGRATED PATIENT EXPERIENCE SERVICES • Strategy • Change Management • Consulting & Advisory • Research • PX Maturity Model & Evaluation • Keynote Speaking • Real-Time Patient Feedback Survey Platform (PREMs) • Survey Design • Data Analytics & Reporting • PX Solution Catalogue • Implementation & Outcomes Realisation • Leadership & Change Experiences • Management Capability • Front-Line Staff Program • Patient Experience & Customer Service Training copyright Energesse 2018
- 5. 5 WELCOME & LEADERSHIP LEARNINGS DANNY O’CONNOR CHIEF EXECUTIVE
- 6. 6 THE BERYL INSTITUTE KEYNOTE JASON A. WOLF PRESIDENT, THE BERYL INSTITUTE & FOUNDING EDITOR PX JOURNAL
- 7. 7 PATIENT EXPERIENCE IMPROVEMENT CASE STUDY MR CHRISSAN SEGARAM MS KATHERINE MAKA
- 8. 8 PRIZE FOR BEST IDEA!
- 9. 9 COMMON CAUSES TO POOR PX ENGAGEMENT copyright Energesse 2018 Wasted time, money, resources ‘I know best’ = Desensitisation Working in silos = Individualistic perspective Medicine = Diagnosis before Treatment But not in patient experience? Decisions driven by cost not cost-benefit = Questionable return on investment
- 10. 10 PERSONAL • I don’t have the confidence to champion this TEAM • PX is not a high priority ORGANISATION • Lack of strategic vision on PX • Insufficient resources allocated to action SYSTEM • Lack of financial incentives to improve experience EXAMPLE FRAMEWORK FOR CAUSAL FACTORS AFFECTING ENGAGEMENT copyright Energesse 2018
- 12. 12 PERSONAL • Ask yourself ‘how do I want to be remembered by….(my patients/colleagues) before an interaction • Ask ‘What is my biggest fear that is preventing me from being great at this?’ TEAM • Start team meetings with a patient story • Share Appreciation Cards/Emails with colleagues showing positive actions ORGANISATION • Introduce daily huddles as a routine in areas with poor experience scores • Introduce systems for more real-time patient feedback EXAMPLE PRACTICAL STRATEGIES copyright Energesse 2018
- 13. 13 PRIORITISATION EXERCISE Top 3 high priority actions in next 30 days What did you learn that was most important? What’s within your realm of control? What can you do with colleagues?
- 14. 14 PRIORITISATION EXERCISE Share 1 immediate action in 7 days
- 16. 16 YOUR PERSONAL CHANGE CURVE https://www.nra.net.au/managing-change-workplace/change-curve/
- 17. 17 NEW TOOLS & SOLUTIONS
- 18. 18 METHODOLOGY TO IMPROVE PATIENT EXPERIENCE: 6E’s Experience: How to capture and measure patient experience Emotions: Analyse stories and comments for pain points and delights Engagement: How to engage front-line staff, clinicians and management in the change process Execution: Implement strategies, service recovery solutions, quality improvements and policy Excellence: Redefine success and accountability to patient-centered KPI’s Evolution: Scale maturity, repeatability and capability with future trends copyright Energesse 2018
- 19. 19 PATIENT EXPERIENCE MATURITY EVALUATION TOOL Organisational Capability and ROI Assessment Tool (EXCERPT) Research demonstrates certain key drivers critical to achieving better outcomes and return on investment (ROI) for organisations that improve their patient experience. This tool assesses how your organization is performing along these key drivers. Your Energesse Patient Experience Specialist will work with you to complete the following needs analysis and root cause analysis of issues to establish your organization’s capability in the area of patient experience. Tick ✔ the box for the columns if the statement is true Strongly Agree Agree Neutral /Don't Know Disagree Strongly Disagree Comments E1. Experience 5 4 3 2 1 PX Measurement and Complaints Management We have a real-time feedback process so patients can give feedback during their experience and we can intervene when there are problems. We have an IT system for managing and storing patient experience AND complaints data Our leaders are well aware of our patient survey and measurement process and performance. All staff are aware of our patient experience reports and complaints data. E2. Emotions Data Analysis of Patient and Consumer Perspective Our organisation has team that analyse and use complaints data to implement improvements. Our executives and staff have regular opportunities to hear stories from patients and their family members about their healthcare experiences. copyright Energesse 2018
- 20. 20 PATIENT EXPERIENCE MATURITY MODEL Stage 1: Limited Stage 2: Ad-Hoc Stage 3: Organised Stage 4: Managed Stage 5: Leaders EXPERIENCE E1. Experience E1. Experience E1. Experience E1. Experience E1. Experience Little or no patient feedback collection through ad-hoc basic surveys Some patient feedback collection through ad-hoc basic surveys Periodic patient feedback collection through an established survey Real-time, granular patient feedback sourced through an established survey, complemented with one or more other methodologies Real-time, granular patient feedback sourced through an established survey, complemented with a range of other methodologies No buy-in as yet to measuring or collecting patient experience data Little buy-in to measuring or collecting patient experience data Some buy-in to measuring or collecting patient experience data Significant buy-in to measuring and collecting patient experience data Full buy-in to measuring and collecting patient experience data No Patient Journey Mapping performed No Patient Journey Mapping performed Some Patient Journey Mapping performed Patient Journey fully mapped Patient Journey fully mapped EMOTIONS E2. Emotions E2. Emotions E2. Emotions E2. Emotions E2. Emotions No real tangible insight on where pain points are from patient perspective Some idea of pain points anecdotal, not validated from patient perspective Some tangible insights on where pain points are from a patient perspective Tangible insights on where pain points are from a patient perspective Very tangible insights on where pain points are from a patient perspective Patient stories captured Patient stories captured, communicated and prioritised copyright Energesse 2018
- 21. 21 PATIENT EXPERIENCE SOLUTIONS CATALOGUE Challenge/Need Real-Time Patient Stories Patient Entertainment Solution A Solution B Solution C E1. Experience - Patient Experience Data Collection and Measurement Features & Benefits Real time results Yes Near real-time Yes Customisation- allows questions to be customised for any ward or clinic Yes Yes Yes Captures feedback on experience of pts, families and carers Yes Yes No One consolidated system Yes Yes Yes E4. Execution - Quality Improvement & Implementation (Quality Improvement) consulting service support Client support with implementation and on going report management yes yes no QI improvement and Outcomes Realisation consultancy and workshops yes yes yes Training Patient Experience and Quality Improvement training yes yes no Communication training for front-line staff yes no no copyright Energesse 2018
- 23. 23
- 24. 24 THOUGHT LEADERSHIP TECHNOLOGY TRAINING INTEGRATED PATIENT EXPERIENCE SERVICES • Strategy • Change Management • Consulting & Advisory • Research • PX Maturity Model & Evaluation • Keynote Speaking • Real-Time Patient Feedback Survey Platform (PREMs) • Survey Design • Data Analytics & Reporting • PX Solutions Catalogue • Implementation & Outcomes Realisation • Leadership & Change Experiences • Management Capability • Front-Line Staff Program • Patient Experience & Customer Service Training copyright Energesse 2018
- 25. 25 YOUR EXPERIENCE MATTERS! WE VALUE FEEDBACK ! Dr Avnesh Ratnanesan Avnesh@energesse.com Sharon Dayus Sharon@energesse.com
- 26. Consulting. Training. Integrated Patient Experience Solutions . “Your 1st Partner in Patient Experience””
Editor's Notes
- My Introduction. Welcome to country Welcome to attendees Thanks to WSLHD
- Qualify myself. Where can they place their faith? I’ve been a doctor in the UK and Australia……. Over the last 6 years, I’ve been the CEO of Energesse, which is a specialist firm that focuses on improving patient experience and customer experience in the health and care sector. We are a team of 15 people now and we work with clients and partners in the US, UK, Australia and Asia. Largely with work health insurers, hospitals, specialty clinics, service providers with consulting services implementing improvement projects that: Transforming services to improve quality of care and value for patients and consumers Helped organisations plan, implement and change their vision and strategy for patient experience Mapping patient and clinician journeys Implementing patient feedback solutions and surveys Analysed data on consumer feedback Training front-line staff, clinicians and senior management on leadership, communication and customer service Generally, very few individuals have actually worked on experience across the whole patient journey. Some work with hospitals, others clinics, some cx people are from business or IT backgrounds. Whilst that’s all well and good, without that holistic understanding, their perspectives can be limited to what they know.
- Work with leading partners in delivering some of these services
- Justify failures Now I’m guessing that for a lot of you this is probably not your first webinar on patient experience. The first thing I want to mention is that if you’ve struggled at improving healthcare experience in the past, it’s not your fault. There’s a lot of information out there, a myriad of surveys and solutions, We are dazzled by data and analytics, stories from patients and consumers and your boss telling you to do something in patient experience. it can be confusing and overwhelming. Many times that information overload keeps you from achieving your objectives, but that’s OK. Allay fears If you’ve been concerned in the past that you just can’t improve the patient experience, I want to put those fears to rest. You can do this. You just need the right specialist to explain it to you. Throw Rocks at Enemies “Some stakeholders in the industry may lead you to believe that improving the patient experience is extremely difficult and that you need to spend an extensive amount of resources, time, money and effort to be successful. The health system is very complex, with so many stakeholders. I’m here to tell you that they’re sometimes right, that is when you don’t know what you’re doing. They also have their own reasons for wanting you to think that, perhaps with the best of intentions, but its not true all of the time, its mainly true when you don’t really know exactly what you’re doing. Confirm Suspicions If you’ve ever thought that the culture and system of healthcare is complex and with multiple solutions that confuse any decision you make, I can empathise with your plight. It is a complex and fragmented system and hard to change. However, Energesse has been very successful and we care about helping you make the change in healthcare that you wish to see. Encourage their dreams So that what Energesse is here for, to help you change your world of healthcare and make a positive impact on the patient experience, and we’d like to show you how to make that happen in this webinar.
- 1. Hook – After having worked over 25 years in health, I thought I knew best. However, one of the problems is that we can become desensitized because we have worked so long in this industry, we don’t really know what the needs of patients are. 2. At the same time, we work in silos. So what a patient needs in one part of their journey, is different to what they may need at another part of the journey! So we can only see the challenges from our perspective of the system, and not fully see the issues from the other parts of the system. 3. In medicine, would we prescribe a treatment to a patient, without first making a diagnosis? Would we start making fixes, without first understanding our real gaps and challenges? If so why are so many managers implementing solutions for the patient experience, without first diagnosing what the problems are? Hospitals, clinics are often trying to solve the problem, but often solving the wrong problem. 4. Some of then purchase the cheapest measurement tool, spend 2 years collecting feedback and do very little with it. As a result, patients continue to be unhappy with services, increase complaints. There continues to be safety errors and quality issues and in private sectors, patients don’t come back and there is lost revenue. Resultant feeling: End up feeling like they’ve wasted time, money and resources. How out solution makes it easy: The Patient Experience Maturity Model helps you make a more holistic analysis of what your clinic or hospital needs to truly improve the patient experience. It also ensures that you do not make any assumptions on what those needs are, as no matter what role you are in, you are likely looking at the problem from only one perspective and need a more comprehensive and holistic view of what parts of the patient journey needs to be prioritized for improvement. ----------------------------------------------------------- LIKEN IT TO THEM Reframe the story so its familiar to their situation Tell them what’s traditionally been done Explain why that’s hard or confusing Explain how our solution makes it easy -----------------------------
- 1. Hook – After having worked over 25 years in health, I thought I knew best. However, one of the problems is that we can become desensitized because we have worked so long in this industry, we don’t really know what the needs of patients are. 2. At the same time, we work in silos. So what a patient needs in one part of their journey, is different to what they may need at another part of the journey! So we can only see the challenges from our perspective of the system, and not fully see the issues from the other parts of the system. 3. In medicine, would we prescribe a treatment to a patient, without first making a diagnosis? Would we start making fixes, without first understanding our real gaps and challenges? If so why are so many managers implementing solutions for the patient experience, without first diagnosing what the problems are? Hospitals, clinics are often trying to solve the problem, but often solving the wrong problem. 4. Some of then purchase the cheapest measurement tool, spend 2 years collecting feedback and do very little with it. As a result, patients continue to be unhappy with services, increase complaints. There continues to be safety errors and quality issues and in private sectors, patients don’t come back and there is lost revenue. Resultant feeling: End up feeling like they’ve wasted time, money and resources. How out solution makes it easy: The Patient Experience Maturity Model helps you make a more holistic analysis of what your clinic or hospital needs to truly improve the patient experience. It also ensures that you do not make any assumptions on what those needs are, as no matter what role you are in, you are likely looking at the problem from only one perspective and need a more comprehensive and holistic view of what parts of the patient journey needs to be prioritized for improvement. ----------------------------------------------------------- LIKEN IT TO THEM Reframe the story so its familiar to their situation Tell them what’s traditionally been done Explain why that’s hard or confusing Explain how our solution makes it easy -----------------------------
- What do you expect to get ? Objectives
- 10 mins for them to write, 10 mins present back Ask them to share their actions – 1 person from each table.
- 10 mins for them to write, 10 mins present back Ask them to share their actions – 1 person from each table.
- Pg 182 STACK SLIDE (This is what we are using as our Stack Slide, Avi. The values are a rough estimate.) When you sign up, We are going to give you a Structured evaluation program to the value of AUD$15,000 FOR AUD$3000 or AUD$2400 if you sign up before the 30th of June.
- Pg 182 STACK SLIDE (This is what we are using as our Stack Slide, Avi. The values are a rough estimate.) When you sign up, We are going to give you a Structured evaluation program to the value of AUD$15,000 FOR AUD$3000 or AUD$2400 if you sign up before the 30th of June.
- Pg 182 STACK SLIDE (This is what we are using as our Stack Slide, Avi. The values are a rough estimate.) When you sign up, We are going to give you a Structured evaluation program to the value of AUD$15,000 FOR AUD$3000 or AUD$2400 if you sign up before the 30th of June.
- Please don’t give up, Persistence is key. So as a change of change in healthcare, do live your journey, Love the experience. I’m Dr Avi, we’re now open for questions. Recap the offer Countdown clock Call to action Then answer questions Can pre-write FAQs You’re probably thinking………
- Change needs to be socialised You are not alone as a Patient Experience Champions or Energizers. You can join the community for free and make connections.
- Work with leading partners in delivering some of these services
- 10 mins Please don’t give up, Persistence is key. So as a change of change in healthcare, do live your journey, Love the experience.
- Lead them down one funnel which leads to one solution only. If they have to choose between too many things its too hard.