The document discusses a new patient experience platform called MES Experience that aims to improve how healthcare organizations collect and use patient feedback. It notes challenges with current paper-based surveys like slow results and a lack of insights into why problems occur. MES Experience allows for multi-channel surveys, granular reporting from individual wards to boards, real-time feedback alerts, customizable surveys in different languages, and measuring patient emotions and staff attitudes. The presentation promotes MES Experience as an Australian-first solution to better manage patient experience.

1. Dr Avnesh Ratnanesan CEO, Energesse
Mr Nick Goodman Managing Director, Membership Engagement Services
Debut of MES EXPERIENCE
“An Australian First in Patient Experience”
AUSTRALIAN HEALTHCARE WEEK 2016

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HOW WE DEFINE PATIENT-CENTRED CARE TODAY
Our health service is
really patient-centred! Is it really??

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THOUGHT
LEADERSHIPTECHNOLOGY TRAINING

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THE FUTURE OF AUSTRALIAN PX
STARTS TODAY
With MES Experience!

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About MES & Patient Experience in the UK

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FUTURE TRENDS IN AUSTRALIAN HEALTHCARE
The State of Australian Patient Experience

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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. Survey results can take from 3 to 9 months – less actionable
5. Slow, cumbersome reports from Ward to Board
6. Internal staff disengaged in survey process – outsourced research
7. Quantitative data shows where problem is occurring, not WHY – difficult fixing the
issues
8. Minimal engagement with ethnic minorities

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MULTI-CHANNEL APPROACH
Online
Text Message (SMS)
Email
Kiosk and Tablet
Automated Telephone
Surveys
Postcards and Drop-boxes

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GRANULAR REPORTS FROM WARD TO BOARD
 Filterable & Granular by ward
 Customisable & Exportable

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TRENDS AND BENCHMARKING
Real-time trend graphs and benchmarking reports

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REAL-TIME FEEDBACK & ALERTS
for FRONT LINE ACTION
Actionable immediately by front line
staff and ward-specific updates

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Survey design tool & Customisable for Ethnic languages
Survey library
UNLIMITED CUSTOMISABLE SURVEYS

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MEASURE PATIENT EMOTIONS & STAFF ATTITUDE

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MEASURE COMPASSION

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PATIENT EXPERIENCE RESEARCH – FREE RESOURCE
Research on challenges and future
opportunities to manage patient experience in
NHS Hospitals (UK)
Free Download:
www.energesse.com/
patient-experience-white-paper
SMS 0438 614 233
(Name, email)

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PATIENT EXPERIENCE CHANNEL

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PATIENT
EXPERIENCE
AUSTRALIA

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Q & A
energesse.com

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Dr Avnesh Ratnanesan
avnesh@energesse.com
+ 61 2 8091 0918
CONTACT & MEET WITH NICK
energesse.com