Australian Telehealth Conference 2018 Dr Avnesh Ratnanesan CEO, - - PowerPoint PPT Presentation
TRANSFORMING THE PATIENT EXPERIENCE IN THE WORLD OF DIGITAL HEALTH Australian Telehealth Conference 2018 Dr Avnesh Ratnanesan CEO, Energesse @energesse PATIENT EXPERIENCE. CONSUMER ENGAGEMENT. OUTCOMES Western Sydney Local Health District
Dr Avnesh Ratnanesan CEO, Energesse @energesse
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Western Sydney Local Health District South Western Sydney Local Health District
CSIRO Health & Biosecurity
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THOUGHT LEADERSHIP TECHNOLOGY TRAINING
Research Consulting & Advisory Speaking Real-Time Patient & Staff Feedback (Survey) Platform PX Training Program
Energesse.com
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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.”
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Measurement challenges
1. Disparate, uncoordinated survey systems 2. Quantitative, not qualitative – root cause unclear 3. Minority exclusion 4. Tick-box exercise
Translate data into improvements
1. Ad-hoc actions 2. Complex ROI 3. No clear KPI’s
Analysing Insights
1. Delayed results - up to 18 months 2. Reports & Benchmarks – Too macro & lack intelligence
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Energesse.com
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
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Energesse.com
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Surgery Hospital Inpatient General Practice & Allied Health Rehabilitation Medication Outpatient Home Workplace Supplements Health/Life Insurance
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Award Winning Program – 2 Western Sydney Local Health District Quality Awards: Chairman’s Award & Bob Leece Award 2017
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Online Mobile (SMS) Email Kiosk and Tablet Automated Telephone Surveys Postcards and Drop-boxes
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“Nurse Sarah was very rushed, I also did not understand the doctor’s advice about how much medication to take. The doors on this ward keep slamming, I can’t sleep”.
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Energesse.com
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Energesse.com
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tumour, not the patient”
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Energesse.com
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HCAHPS Survey scores and Performance measures (Net & Operating Margins and Return On Assets)
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Energesse.com
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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%
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Energesse.com
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Does anyone measure experience with an IT solution?
Improving Patient Experience & Consumer Engagement