Patient-Centred Care: What does it take to improve the Patient Experience?
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This document discusses improving patient experience in healthcare. It provides a framework called the "6 E's" to transform patient experience: Experiences, Emotions, Engagement, Execution, Excellence, and Evolution. The 6 E's framework involves analyzing the patient journey, capturing feedback through multiple channels, understanding patient emotions, measuring staff communication/compassion, customizing solutions for different wards/patients, evolving patient engagement through feedback from patients to patients, and real-time transparency of patient feedback to frontline staff. The goal is to improve patient satisfaction, care quality, and health outcomes through a patient-centered approach.
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Patient-Centred Care: What does it take to improve the Patient Experience?
- 1. Malaysian Cancer Care Initiative 2017 PATIENT-CENTERED CARE: WHAT DOES IT TAKE TO IMPROVE THE PATIENT EXPERIENCE? Dr Avnesh Ratnanesan CEO, Energesse
- 2. 2 A GLOBAL PERSPECTIVE ON PATIENT CENTERED CARE Western Sydney Local Health District CSIRO Health & Biosecurity
- 3. 3 EVOLUTION OF HEALTHCARE - THE TRIPLE AIMS 1. Don Berwick et al Health Affairs 2008 Triple Aim
- 4. 4 THOUGHT LEADERSHIP TECHNOLOGY TRAINING THE 3 T’s = TRANSFORM PATIENT EXPERIENCE
- 5. 5 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
- 6. 6 Patient Satisfaction Customer Service Net Promoter Score Consumer Engagement Feedback & Complaints Surveys Qualitative Research Quantitative Research Patient Stories HOW DO WE MEASURE ’THE PATIENT EXPERIENCE’ NOW?
- 7. 7 THE PATIENT & FAMILY EXPERIENCE
- 8. 8 WHAT DO HEALTH CONSUMERS/PATIENTS WANT? (IN GENERAL) Ref: Ian Worden, MMD, MHI, Better patient engagement
- 9. 9 HEALTHCARE PROVIDER CHALLENGES WITH IMPROVING PX 1. High demands – limited time to ask patients how they feel at every touchpoint 2. Resource constraints – money, effort, expertise 3. Dated technology - Surveys manual, paper or telephone 4. Staff engagement & ‘politics’ 5. Focus on clinical outcomes vs experience - “treat the tumour, not the patient” 6. Patient experience/satisfaction not a KPI
- 10. 10
- 11. 11 THE ‘6 E’ FRAMEWORK For Improving Patient Experience Patient / Consumer Staff/ Clinicians/ Organisation Patient Experience/Outcome Goal E6. Evolution E5. Excellence E4. Execution E3. Engagement E2. Emotions E1. Experiences
- 13. 13 E1. EXPERIENCE - ANALYSE PATIENT JOURNEY Surgery Hospital Inpatient General Practice & Allied HealthRehabilitation Medication/Chemo OutpatientHome Workplace Supplements Health/Life Insurance
- 14. 14 CAPTURE FEEDBACK VIA MULTI-CHANNEL APPROACH Online Text Message (SMS) Email Kiosk and Tablet Automated Telephone Surveys Postcards and Drop-boxes
- 15. 15 CAPTURE THE EXPERIENCE VIA SURVEYS
- 16. 16 FREE TEXT COMMENTS – UNDERSTAND WHY “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”.
- 18. 18 E2. EMOTIONS Experience < Expectation = Frustration/Anger Experience > Expectation = Excitement/Delight
- 19. 19 PATIENT EMOTIONAL ANALYSIS OF FREE TEXT DATA
- 20. 20 MEASURE STAFF COMMUNICATION AND COMPASSION
- 23. 23 Researched HCAHPS scores and performance measures (net and operating margins and return on assets - ROA) FINANCIAL PERFORMANCE of PX
- 24. 24 E5. EXCELLENCE: CUSTOMISE SOLUTIONS FOR WARDS/PATIENTS Hertfordshire Partnership University NHS Foundation Trust Case Study 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% Astley Court Do the activities you do help towards your recovery? 69% More activities were organised including external trips 88% + 19% 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%
- 25. 25 E.6 EVOLUTION WESTMEAD HOSPITAL
- 26. 26 EVOLUTION OF PATIENT ENGAGEMENT FEEDBACK BY PATIENTS FOR PATIENTS (VOLUNTEERS)
- 27. 27 REAL-TIME PATIENT FEEDBACK: TRANSPARENCY to FRONT LINE STAFF ACTION
- 28. 28 PATIENT EXPERIENCE EVOLUTION CHRIS O’BRIEN LIFEHOUSE, SYDNEY
- 29. Thought Leadership Research Consulting Speaking Technology Patient Experience Surveys & Solutions Training Patient Experience Improvement avnesh@energesse.com
- 30. 30 PATIENT EXPERIENCE RESEARCH – FREE RESOURCE Research on challenges and future opportunities to manage patient experience in NHS Hospitals (UK) Free Download: www.energesse.com
- 31. 31 MES EXPERIENCE – REAL TIME FEEDBACK
Editor's Notes
- Over the last 4 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, service providers with technology solutions, research and surveys, consultancy and leadership coaching.
- I want to talk about Excellence, and excellence can come in the most unlikely of scenarios. And this one, is a very personal scenario, so please bear with me because I feel this lesson is an important one to share. My father passed away and was admitted as an emergency to a private hospital. Discuss Experience Emotions Energy Even though we got a bill shock, we were able to rationalise the cost, mainly because we were at peace and because of the care and compassion shown by the nurse, our customer experience was superior and that jusitfied the premium. So the lesson here is that even in the most difficult of situations, a period of greiving immediately followed by a big financial shock, the experience was a good one.
- I love it when Gartner recognises something is important. Customer experience is a very individual phenomena, what one person may find good in a service, another person may find unacceptable.
- Because consumers today want more than the just the drug. They want to experience health and just the drug can provide – they want information that they can understand, in a way that is easy for them in a place that is accessible to them. And most importantly, they want to know that you really care. Yet the pharmaceutical industry is largely still stuck producing and delivering medicines in the way they have always done for decades. And change has been an incredibly slow process.
- Feedback from last 4 years of customer research, consulting and improving customer experience - we’ve developed the 6 E Framework, which we are unveiling for the first time. Feedback from the executives that we’ve worked with, largely said “don’t just tell me what to do, tell me how to do it” This framework is part of a book that is in development and we are in talks with a publisher and aim to release later this year. So why is this model different to everything else out there? Well, I strongly believe that this is a more authentic and sustainable model for success in managing customers and along the way I’ll show you data on that. Its also a versatile model that can be used in the context of businesses and their customers, as well as healthcare organisations and patients – the model applies equally well.
- Very often the focus in on the silo, on a small part of the journey, but to get the best improvement, map the whole journey.
- Pros and Cons of Internal vs External survey channels – Pros and Cons (what do you mean by internal and external survey channels?)
- The reality of the 21st century is that customers are not just interested in the services that you are delivering, the interaction is more about the emotions they are feeling.
- How do we do that with all the ‘noise’ in the digital world PanSensic has algorightms that can analyse keywords and phrases
- I love it when Gartner recognises something is important. Customer experience is a very individual phenomena, what one person may find good in a service, another person may find unacceptable.
- I love it when Gartner recognises something is important. Customer experience is a very individual phenomena, what one person may find good in a service, another person may find unacceptable.
- I love it when Gartner recognises something is important. Customer experience is a very individual phenomena, what one person may find good in a service, another person may find unacceptable.
- One last thought for Malaysia, If It was your mother, your sibling, your child, that was ill with cancer and going through this process, what would you do today, to make their healthcare journey a better experience?