Transforming the Patient Experience HISA EHealth NSW
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Dr Avi Ratnanesan is the Chief Executive Officer of Energesse, a leading firm that specialises in improving patient experience and customer experience in healthcare. Energesse provides thought leadership in patient-centred innovation and technology solutions including MES Experience for real-time patient feedback and PanSensic for free-text analytics of patient stories.
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Transforming the Patient Experience HISA EHealth NSW
- 1. Dr Avnesh Ratnanesan CEO TRANSFORMING THE PATIENT EXPERIENCE
- 3. 3 WHAT IS PX ? The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care.” -Beryl Institute
- 5. 5 EVOLUTION OF HEALTHCARE - THE TRIPLE AIMS 1. Don Berwick et al Health Affairs 2008 Triple Aim and 2. Bodenheimer et al Annals of Family Medicine 2014
- 6. 6 FUTURE TRENDS IN AUSTRALIAN HEALTHCARE The State of Australian Patient Experience
- 7. 7 AUSTRALIAN CHALLENGES WITH PX 1. Patient Surveys are paper-based or via telephone 2. Multiple disparate survey databases, tools, etc. 3. Insights uncoordinated, unmanageable and lack strategic intelligence 4. State survey results can take from 3 to 12 months – less actionable 5. Slow, cumbersome reports from Ward to Board 6. Minimal engagement from ethnic minorities 7. Internal staff disengaged in survey process – outsourced research 8. Pure Quantitative data shows where problem is occurring, not WHY – difficult fixing the issues
- 8. 8 THE ‘6 E’ FRAMEWORK From Patient Experience to Healthcare Evolution Patient Organisation Patient Experience/Outcome Goal E6. Evolution E5. Excellence E4. Execution E3. Energy E2. Emotions E1. Experiences
- 9. 9 E1. EXPERIENCE - PATIENT JOURNEY ANALYSIS Admission Transfer to Operating Theater Inpatient Ward Outpatient Follow up Rehabilitation Ward - Nurse/Allied Health Medication monitoring & compliance Discharge and Billing Home monitoring
- 10. 10 CAPTURE FEEDBACK VIA MULTI-CHANNEL APPROACH Online Text Message (SMS) Email Kiosk and Tablet Automated Telephone Surveys Postcards and Drop-boxes
- 11. E2. EMOTIONS Detractors Promoters Only delighted and excited customers become promoters! Frustration & Anger Delight & Excitement
- 12. 12 PX EQUATIONS Experience < Expectation = Frustration/Anger = Satisfaction Deficit Experience > Expectation = Excitement/Delight = Satisfaction Profit
- 13. 13 MEASURE PATIENT EMOTIONS & STAFF ATTITUDE
- 14. 14 E3. ENERGY - IMPROVING STAFF EXPERIENCE & CULTURE
- 15. 15 MEASURE QUALITY OF COMMUNICATION AND COMPASSION
- 16. 16 Deloitte research used measures of patient experience – the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores and performance measures such as net and operating margins and return on assets (ROA) E4. EXECUTION
- 17. 17 UNDERSTAND CONSUMERS WITH CUSTOMISED SURVEYS
- 18. 18 REAL-TIME FEEDBACK for TRANSPARENT FRONT LINE ACTION
- 19. 19 E5. EXCELLENCE 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% 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% Hampden House Has your mental health medication and any side effects been explained to you? 73% Staff time was put aside to explain and provide more information on medication in 1:1 and group sessions 83% + 10% 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% Holly Lodge Do you know how to get advice and support out of hours? 68% Detailed information is now routinely given out on how to access support and advice services 87% + 19% Owl Ward Has your mental health medication and any side effects been explained to you? 48% Doctors are asked to explain medication and side effects during their ward rounds 67% + 19% Owl Ward Do you feel listened to? 44% Named nurses are now allocated to speak with service users twice a week 63% + 19% Robin Ward Have you been offered regular physical activities? 47% The ward ordered a table tennis table and a Wii games console to promote physical exercise on the ward 83% + 36% Robin Ward Do you feel listened to? 53% Nurses now ensure they have 1:1 sessions with each patient throughout the day 100% + 47%
- 20. 20 E6. EVOLUTION OF HEALTHCARE - THE TRIPLE AIMS and the 4th AIM 1. Don Berwick et al Health Affairs 2008 Triple Aim and 2. Bodenheimer et al Annals of Family Medicine 2014
- 21. 21 MES EXPERIENCE – REAL TIME FEEDBACK
- 22. 22 PATIENT EXPERIENCE RESEARCH – FREE RESOURCE Research on challenges and future opportunities to manage patient experience in NHS Hospitals (UK) Free Download: www.energesse.com
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.
- 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.