Implementing a Real-Time Survey System and the 6E Framework An Early Case Study on Improving Patient Experience - Health Informatics Conference - Aug 2017 - Kay de Ridder, Program Manager - Patient Centered Care Clinical Excellence Commission, NSW Health Dr Avnesh Ratnanesan, CEO, Energesse @swkayde @energesse
ENERGESSE: IMPROVING PATIENT EXPERIENCE & CONSUMER ENGAGEMENT Western Sydney Local Health District CSIRO Health & Biosecurity 1
Evolution of Healthcare - QUADRUPLE AIMS 1. Don Berwick et al Health Affairs 2008 Triple Aim (Insititute of Healthcare Improvement) and 2. Bodenheimer et al Annals of Family Medicine 2014
Making patient experience a priority
Previous/Existing WSLHD Patient Experience Measures Patient Ability to Adaptability of Ease of analysis for Experience Timeliness Granular detail? obtain district questionnaire local staff Measure wide data BHI Patient Data is over Surveys No No Difficult Yes one year old Patient Limited to 5 Monthly Experience questions, no Yes Moderate No reports Trackers free text Ward based Depends on Yes, but costly Yes, but often fail to satisfaction ward Moderate - Difficult No in time be analysed surveys resources Yes, but is triaged Easy - Moderate Complaints Monthly N/A outside the ward/ differs between Yes clinic/ department facilities Compliments No system N/A Yes Difficult No Litigation Rare event N/A Yes Difficult Yes My Experience Matters “My Experience Real time Yes Yes Easy Yes Matters” survey
Challenges in Understanding Patient Needs & Feedback Significant Fragmented time lag in data capture reports Minimal Lack of engagement granular, from silent actionable minority insights
My Experience Matters Patient Experience Multi-Channel Platform Captures feedback on Responses can be the experience of captured by tablet, online, patients, families and kiosks and paper carers Real-Time Customisation Enables real-time results Allows questions to be with multiple reporting customised for any ward options or clinic
MES Experience: Real-Time, Multi-channel Platform Online Kiosk and Tablet Automated Telephone Text Message (SMS ) Surveys Postcards and Drop- Email boxes
Survey questions customised by channel and location
Free text fields inform root causes and allow service recovery “Nurse Sarah was pleasant but the doctor was very rushed and I did not understand his advice. The door slams all night, I haven’t been able to sleep for days since being on this ward”.
6 E integrated support to improve PX outcomes Patients and Consumers E1. Experience E2. E6. Emotions Evolution Patient Staff, Clinicians & Experience Management E5. E3. (Outcome) Excellence Engagement E4. Execution
Customising the survey for WSLHD 1. Pilot 2. Question set development Collection methods – volunteers 3. 4. Reporting structure set up 5. Staff engagement Patient experience score – Recommendation/ Kindness and 6. respect /Involvement in care 7. Mapping to other performance data sets and enable comparison
My Experience Matters Launch
Results to date Implemented in 34 wards across 2 hospitals, over 1500 responses
Results: Heat Map report highlights focus areas
Comments drive employee buy-in and action
Results: Free-text analytics automates theming
Transparency and Accountability Surveys are live on the hospital websites allowing patients to complete while in hospital or at home
Real Improvement & Behaviour Change Unit / Feedback Before Action After Results Service Doctors not NUM spoke to Team now more communicating regular Ward A cohesive, discharge plans well with medical staff have improved patients on ward Door bangs Maintenance Ward B and wakes Door no longer bangs request patients Too noisy at Staff are now more aware NUM night due to 50% - Aug 68% - Dec of the impact on patients Ward C discussed in talking and 2016 2016 and are speaking more ward meetings TVs quietly Visitors toilet 54% - Aug Liaised with 76% - Jan Increased frequency of Ward D not clean 2016 housekeeping 2017 cleaning Feedback sent Not enough Food to Patient Meal Feedback incorporated variety and Service and Nutrition into future planning taste Committees
Recognition Program - Patient Experience Superstars
Key lessons we’ve learnt 1. Leadership engagement was critical 2. Integrate holistic approach to culture change with system rollout (6Es) Team workload higher than anticipated – resources 3. increased 4. Platform gives patients a voice that was previously unheard 5. Qualitative comments motivate front-line action
Questions? Kay de Ridder Dr Avi Ratnanesan avnesh@energesse.com Kay.Deridder@health.nsw.gov.au @energesse @swkayde
Recommend
More recommend
