This document summarizes a presentation about implementing a real-time patient experience survey system called "My Experience Matters" at Western Sydney Local Health District. The system captures feedback from patients and families using tablets, online forms, and paper to get real-time data. Survey questions and reporting are customized for each ward and clinic. Free-text comments provide insights into root causes and allow staff to address issues. An integrated 6E framework supports improving patient experience outcomes through staff engagement. Initial results show over 1500 responses identified focus areas and led to actions that improved communication, noise levels, cleanliness and food variety. Key lessons included the importance of leadership, a holistic culture change approach, and resources to handle the increased workload.

1. Kay de Ridder, Program Manager - Patient Centred Care
Clinical Excellence Commission, NSW Health
Dr Avnesh Ratnanesan, CEO, Energesse
Implementing a Real-Time Survey
System and the 6E Framework
- An Early Case Study on Improving Patient Experience
- Health Informatics Conference - Aug 2017
@swkayde @energesse

2. 1
ENERGESSE:
IMPROVING PATIENT EXPERIENCE & CONSUMER ENGAGEMENT
Western Sydney Local
Health District
CSIRO Health & Biosecurity

3. 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

4. Making patient experience a priority

5. Previous/Existing WSLHD Patient Experience Measures
Patient
Experience
Measure
Timeliness
Adaptability of
questionnaire
Granular detail?
Ease of analysis for
local staff
Ability to
obtain district
wide data
BHI Patient
Surveys
Data is over
one year old
No No Difficult Yes
Patient
Experience
Trackers
Monthly
reports
Limited to 5
questions, no
free text
Yes Moderate No
Ward based
satisfaction
surveys
Depends on
ward
resources
Yes, but costly
in time
Yes, but often fail to
be analysed
Moderate - Difficult No
Complaints
Monthly N/A
Yes, but is triaged
outside the ward/
clinic/ department
Easy - Moderate
differs between
facilities
Yes
Compliments
No system N/A Yes Difficult No
Litigation
Rare event N/A Yes Difficult Yes
My Experience Matters
“My
Experience
Matters”
survey
Real time Yes Yes Easy Yes

6. Challenges in Understanding Patient Needs & Feedback
Fragmented
data capture
Significant
time lag in
reports
Lack of
granular,
actionable
insights
Minimal
engagement
from silent
minority

7. My Experience Matters
Patient Experience Multi-Channel Platform
Captures feedback on
the experience of
patients, families and
carers
Responses can be
captured by tablet, online,
kiosks and paper
Real-Time Customisation
Enables real-time results
with multiple reporting
options
Allows questions to be
customised for any ward
or clinic

8. MES Experience: Real-Time, Multi-channel Platform
Online
Text Message (SMS)
Email
Kiosk and Tablet
Automated Telephone
Surveys
Postcards and Drop-
boxes

9. Survey questions customised by channel and location

10. 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”.

11. 6 E integrated support to improve PX outcomes
E1.
Experience
E3.
Engagement
E4.
Execution
E2.
Emotions
E5.
Excellence
E6.
Evolution
Patients and
Consumers
Staff, Clinicians &
Management
Patient
Experience
(Outcome)

12. Customising the survey for WSLHD
1. Pilot
2. Question set development
3. Collection methods – volunteers
4. Reporting structure set up
5. Staff engagement
6. Patient experience score – Recommendation/ Kindness and
respect /Involvement in care
7. Mapping to other performance data sets and enable comparison

13. My Experience Matters Launch

14. Results to date
Implemented in 34 wards across 2 hospitals, over 1500 responses

15. Results: Heat Map report highlights focus areas

16. Comments drive employee buy-in and action

17. Results: Free-text analytics automates theming

18. Transparency and Accountability
Surveys are live on the hospital websites allowing patients to
complete while in hospital or at home

19. Real Improvement & Behaviour Change
Unit /
Service
Feedback Before Action After Results
Ward A
Doctors not
communicating
well with
patients
NUM spoke to
regular
medical staff
on ward
Team now more
cohesive, discharge plans
have improved
Ward B
Door bangs
and wakes
patients
Maintenance
request
Door no longer bangs
Ward C
Too noisy at
night due to
talking and
TVs
50% - Aug
2016
NUM
discussed in
ward meetings
68% - Dec
2016
Staff are now more aware
of the impact on patients
and are speaking more
quietly
Ward D
Visitors toilet
not clean
54% - Aug
2016
Liaised with
housekeeping
76% - Jan
2017
Increased frequency of
cleaning
Food
Service
Not enough
variety and
taste
Feedback sent
to Patient Meal
and Nutrition
Committees
Feedback incorporated
into future planning

20. Recognition Program - Patient Experience Superstars

21. Key lessons we’ve learnt
1. Leadership engagement was critical
2. Integrate holistic approach to culture change with system
rollout (6Es)
3. Team workload higher than anticipated – resources
increased
4. Platform gives patients a voice that was previously
unheard
5. Qualitative comments motivate front-line action

22. Questions?
Kay de Ridder
Kay.Deridder@health.nsw.gov.au
@swkayde
Dr Avi Ratnanesan
avnesh@energesse.com
@energesse