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 South Western Sydney Local Health District CSIRO Health & Biosecurity 2
PX SOLUTIONS TO TRANSFORM EXPERIENCE THOUGHT TRAINING TECHNOLOGY LEADERSHIP Research Real-Time Patient & PX Training Program - 6 E’s Consulting & Advisory Staff Feedback Speaking (Survey) Platform Energesse.com 3
HEALTHCARE QUADRUPLE AIMS 1. Don Berwick et al Health Affairs 2008 Triple Aim, Insitute of Healthcare Improvement 2. Bodenheimer et al Annals of Family Medicine 2014 4
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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 .” - Beryl Institute 6
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EVIDENCE ON PATIENT EXPERIENCE, SAFETY & QUALITY 9
PX CHALLENGES IN AUSTRALIA Measurement challenges 1. Disparate, uncoordinated survey systems Quantitative, not qualitative – root cause unclear 2. 3. Minority exclusion 4. Tick-box exercise Analysing Insights 1. Delayed results - up to 18 months Reports & Benchmarks – Too macro & lack intelligence 2. Translate data into improvements 1. Ad-hoc actions 2. Complex ROI No clear KPI’s 3. 10
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HOW TO MEASURE AND 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 Energesse.com 12
E.1 = EXPERIENCES Energesse.com 13
MEASURE ACROSS PATIENT JOURNEY Surgery Outpatient Hospital Inpatient Home Health/Life Insurance Workplace General Practice Supplements & Allied Health Rehabilitation Medication 14
MES EXPERIENCE The digital platform that helps you measure the patient experience & emotions in real-time Award Winning Program – 2 Western Sydney Local Health District Quality Awards: Chairman’s Award & Bob Leece Award 2017 15
OMNI-CHANNEL APPROACH Kiosk and Tablet Online Mobile (SMS ) Automated Telephone Surveys Postcards and Drop-boxes Email 16
WESTMEAD HOSPITAL: OMNI-CHANNEL MEASUREMENT 17
CAPTURE EXPERIENCE - REAL-TIME SURVEYS & FEEDBACK 18
FREE TEXT COMMENTS = ROOT CAUSES “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”. 19
E.2 = EMOTIONS Energesse.com 20
EMOTION ANALYTICS OF FREE-TEXT COMMENTS (NLP/AI) for Human-Centered Co-design 21
AUTOMATED CODING ‘ VOICE OF THE PATIENT ’ AND ROOT CAUSE ANALYSIS 22
E.3 = ENGAGEMENT Energesse.com 23
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FRONT LINE WORKFORCE CHALLENGES 1. Engaging staff and clinicians to take action 2. High demands – fatigue, burnout 3. Time and resource constraints 4. Defensiveness towards feedback 5. Internal competition and ‘politics’ 6. Prioritise Outcomes vs Experience e.g. “I treat the tumour , not the patient” 1. Harvard Business Review May 2013 Healthcare’s Service Fanatics 2. Bodenheimer et al Annals of Family Medicine 2014 25
The Future of Employee Engagement & Co-Design 26
E.4 = EXECUTION Energesse.com 27
PATIENT EXPERIENCE & VALUE-BASED CARE HCAHPS Survey scores and Performance measures (Net & Operating Margins and Return On Assets) 28
E.5 = EXCELLENCE Energesse.com 29
CASE STUDY EVIDENCE OF OUTCOMES Hertfordshire Partnership University NHS Foundation Trust July- Oct-Dec Service Question Sept Action Taken Change 2015 2015 If you came here from another At all staff meetings the team now discuss Albany Lodge service, were you kept informed 22% how the Trust can improve the transfer 54% + 32% throughout the process process so patients are better informed 1:1 time was put aside for service users to Aston Ward Do you feel listened to? 57% 100% + 43% express all their thoughts and feelings Do you know how to mental health Service Users provided with mental health RAID (Lister) 90% 100% + 10% support out of hours? helpline cards with relevant contact details Has your mental health medication Staff time was put aside to explain and Holly Lodge and any side effects been 50% provide more information on medication in 73% + 23% 30 explained to you? 1:1 and group sessions
OUTCOMES IN AUSTRALIA 31
E.6 = EVOLUTION Energesse.com 32
TECHNOLOGY SINGULARITY POINT – 2050 EMPATHY POINT - 2023 33
E.6 = EVOLUTION 34
Does anyone measure experience with an IT solution?
Improving Patient Experience & Consumer Engagement avnesh@energesse.com 02 8091 0918
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