Are consumers at the centre of our business? Beyond the process metrics: what matters most to consumers? Professor John Horvath AO, FRACP FAAHMS Strategic Medical Advisor, Ramsay Health Care ramsayhealth.com
The rise of consumerism in healthcare • Healthcare is becoming more Ramsay’s response: consumerist • Measuring outcomes that • Consumers will make sense to consumers demand higher quality and higher • Delivering care beyond chance at better hospitals outcomes • Using digital innovation to • Consumers will want meet consumer expectations more transparency and more information about their care Beyond the process metrics: what matters most to consumers? - Professor John Horvath
Outcomes that matter most to patients Beyond the process metrics: what matters most to consumers? - Professor John Horvath
How do consumers choose now? Where should I go for treatment for my prostate cancer? Existing information not meaningful enough for patients: Ranking based on... • Reputation • Hospital clinical indicators • Volume, staffing ratios, etc. Rather than true outcomes... • Incontinence • Bowel function • Erectile function • Cancer recurrence Beyond the process metrics: what matters most to consumers? - Professor John Horvath
Beyond the process metrics: Patient Reported Outcomes There are three key areas to measuring quality: Structural Process metrics Outcomes • Staff numbers • KPIs such as mortality; • Remotely monitoring readmission rates; returns developments to improve • Quality medical equipment to theatre; falls; infection quality – eg PROMs rates; etc Structural and process metrics PROMs look at whether do not help patient or doctor the treatment has been understand what works effective in improving patients’ quality of life Beyond the process metrics: what matters most to consumers? - Professor John Horvath
ICHOM - measuring outcomes that matter Ramsay has commenced measurement & Existing measurements New Measures benchmarking with the International Consortium on Health Outcomes Measurement (ICHOM) • Readmission rates • Beyond immediate treatment • Returns to theatre outcomes This will enable us to improve our standard of care • Infection rates • Measures which encompass to patients. • Falls patient reported health status • Hand Hygiene • Quality of life following ICHOM standardizes measurements so comparison • Pressure injuries treatment across specific medical conditions can be achieved • Medication safety • Survival globally . • Patient experience • Disease control What areas will Ramsay measure? 1. Low back pain 2. Hip & knee osteoarthritis 3. Cataract surgery 4. Coronary artery disease 5. Depression & anxiety 6. Prostate cancer Beyond the process metrics: what matters most to consumers? - Professor John Horvath
How we will engage with patients Beyond the process metrics: what matters most to consumers? - Professor John Horvath
Delivering care beyond the hospital walls Beyond the process metrics: what matters most to consumers? - Professor John Horvath
Using Mhealth to improve patient outcomes TEXT ME WELL In 2016, Ramsay will use Mhealth to improve patient outcomes… …involves sending automated mobile text messages to patients who are discharged from a Ramsay mental health facility when their primary admitting diagnosis was depression. …a study designed with The George Institute for Global Health Research focused - A randomised control Text Me Well will involve: trial testing: • Semi-personalised one way text messages providing advice, motivation, information and support to 1. The impact of brief and repeated personal wellness and lifestyle reminders sent via mobile phone text messages maintain mental wellbeing and a healthy lifestyle; on depressive symptoms promote reduction in alcohol and stress sand increase adherence with medication and follow-up 2. The cost-effectiveness of this intervention • 4 messages per week for 24 weeks 3. Whether the intervention reduces readmission rates Beyond the process metrics: what matters most to consumers? - Professor John Horvath
Using digital innovation to meet consumer expectations Beyond the process metrics: what matters most to consumers? - Professor John Horvath
Ramsay’s My Care project Better meeting the needs of our patients digitally: 1. Patient portal redevelopment project 2. Ramsay’s new MyCare will go-live Mid-April 2016 3. Strong uptake for digital admission services 4. Digital admission portal currently visited by over 400k people each year Beyond the process metrics: what matters most to consumers? - Professor John Horvath
My Care : patient portal Viewing our patients as customers: • Revision has incorporated 50+ hours of patient testing • Reduced time to complete by 10mins • Saves information for repeat admissions Where to next? • MyCare will be a one-stop connection for patient services – Reminders, payments, in-room services, etc • Opportunity to stay connected digitally for the entire care journey including tailored information to meet a patient’s needs before, during and after their admission Beyond the process metrics: what matters most to consumers? - Professor John Horvath
Doctors are consumers too… In 2015, Ramsay launched the Doctors App The “ Doctors App ” provides important, doctor-centric, real-time patient information to clinicians via popular mobile devices, anywhere…anytime. • Enhance the clinician’s overall experience Patient Information when working in a Ramsay hospital. • Move towards digital hospitals. Patient Administration Clinical Collaboration Patient Monitoring Beyond the process metrics: what matters most to consumers? - Professor John Horvath
In summary… Putting consumers at the centre of business requires: Measuring outcomes that matter most to patients Benchmarking these outcomes and improving our quality of care based on these results Delivering care beyond the hospital walls Improving our use of digital technology to better meet consumer expectations Beyond the process metrics: what matters most to consumers? - Professor John Horvath
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