Patient Experience Roundtable: My Experience Matters
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A presentation by Chrissan Segaram & Katherine Maka of NSW Agency for Clinical Innovation and Western Sydney Local Health District
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Patient Experience Roundtable: My Experience Matters
- 1. “We’ve Got Your Back” Chrissan Segaram & Katherine Maka
- 2. Project Goal Improve ACCESS to care for adult patients with BACK PAIN referred to Westmead Hospital Neurosurgical Clinics through a COST EFFECTIVE PATIENT CENTRED service by August 2018. 1. Project Goal 2. Diagnostic Tools Used 3. Key Issues 4. Key Findings 5. Solutions
- 3. What Diagnostics Tools/Methods did we use? Patient Interviews Staff/Stakeholder Interviews Observational Studies Data Analysis 1. Project Goal 2. Diagnostic Tools Used 3. Key Issues 4. Key Findings 5. Solutions
- 4. Today 2020 Cut DNA’s Access Referrals & Triaging Enhance comms 1 IN 6 1 IN 15 “It was a long-time waiting for an appointment…I suffered a lot”
- 5. Diagnostics Tools - My Experience Matters 1. Project Goal 2. Diagnostic Tools Used 3. Key Issues 4. Key Findings 5. Solutions
- 6. 1. Project Goal 2. Diagnostic Tools Used 3. Key Issues 4. Key Findings 5. Solutions ACCESS DID-NOT-ATTEND COMMUNICATION Key Issues
- 7. • 62 year old with LBP pain > 2 years • Currently unable to work • GP referred to Neurosurgical clinics at Westmead Hospital REFERRAL TRIAGED APPOINTMEN T GIVEN PATIENT SEEN FOLLOW-UP CARE PROVIDED “No communication How long will I wait?” “No communication…m y pain is increasing” “Why do I have to wait so long in clinic?” “Has care been organised for me…when will my pain settle?” Patient Experience – Current State 1. Project Goal 2. Diagnostic Tools Used 3. Key Issues 4. Key Findings 5. Solutions
- 8. Key findings Number of Responses Kindness & Respect Involvement in Care Clear Communication Pre Implementatio n 76 60 68 Benchmark 85 85 85 Patient Experience Heat Map “I wait for ever… No customer care… No one really cares” 1. Project Goal 2. Diagnostic Tools Used 3. Key Issues 4. Key Findings 5. Solutions
- 9. Key findings 2) 15% Out of Area 3) Only 1% RECEIVE LETTER 4) 24% of patients do not receive a text message reminder 5) Cost of DNA $400 LOST per 15 min appointment “9 weeks to be advised… corresponde nce rude” 1. Project Goal 2. Diagnostic Tools Used 3. Key Issues 4. Key Findings 5. Solutions
- 11. REFERRAL TRIAGED APPOINTMEN T GIVEN PATIENT SEEN FOLLOW-UP CARE PROVIDED “I was seen at the time of my appointment” “I know where I am referred and how to get in contact with the new referrer and I know estimated waiting times for my next appointment” “I have knowledge of my appointment… I didn’t have to wait a long time” Patient Experience – Desired State 1. Project Goal 2. Diagnostic Tools Used 3. Key Issues 4. Key Findings 5. Solutions
- 12. Solution Design Techniques SOLUTIONS WORKSHOP (blitz, power of three, brainstorming, multi-voting) Medical staff (n = 10), Administrative (n = 10), Allied health (n = 15), Consumers/Patients (n = 5) 1. Project Goal 2. Diagnostic Tools Used 3. Key Issues 4. Key Findings 5. Solutions
- 13. - PHYSIOTHERAPY LED CLINICS RE-ALLOCATION OF ADMINISTRATIVE STAFF FOR BOOKINGS MDT SPINAL CASE CONFERENCE Solutions 1. Project Goal 2. Diagnostic Tools Used 3. Key Issues 4. Key Findings 5. Solutions
- 14. PREMS Results – Heat Map Patient Experience Heat Map April 2018 98 97 94 May 2018 87 87 100 June 2018 97 97 97 Kindness & Respect Involvement in Care Clear Communication September 2017 76 60 68 Benchmark 85 85 85 Post Implementation of Solutions 6. PREMS Results 7. Benefits of Using Tool 8. Questions 9. Acknowledgments
- 15. Questions 5: Did staff explain things in a way you could understand? PREMS Results PRE POST Improvement by 50% 6. PREMS Results 7. Benefits of Using Tool 8. Questions 9. Acknowledgments
- 16. Questions 7: How likely are you to recommend the service? PREMS Results PRE POST YES! 6. PREMS Results 7. Benefits of Using Tool 8. Questions 9. Acknowledgments
- 17. PREMS Results – Word Cloud 6. PREMS Results 7. Benefits of Using Tool 8. Questions 9. Acknowledgments
- 18. 1. Real time feedback to monitor solutions 2. An opportunity to quickly evaluate service changes 3. Able to provide qualitative and quantitative data 4. Patients can complete survey at the own time Importance of embedding My Experience Matters into our service 6. PREMS Results 7. Benefits of Using Tool 8. Questions 9. Acknowledgments
- 19. 6. PREMS Results 7. Benefits of Using Tool 8. Questions 9. Acknowledgments
- 20. Acknowledgments • Debbie Sharpe – Executive Sponsor • Dr Andrew Kam – Neurosurgeon/Project Champion • Emma Clarke & Clementia Yap – Innovation & Redesign Team • Maria Quinlivan – HOD Physiotherapy • Carlos Furtado & Jara Pinheiro – WSLHD Media • Agency for Clinical Innovation (ACI) • Joshua Pate - Pain Physiotherapist (Westmead Hospital) 6. PREMS Results 7. Benefits of Using Tool 8. Questions 9. Acknowledgments
Editor's Notes
- From this, we identified 4 strong common key issues that were then explored using a root cause analysis using the 5 why’s.
- Chrissan Video – We’ve Got Your Back
- By Looking at this heat map that my experience map tool puts together it was clearly evident that the Neurosurgical clinics were well below the benchmark in regards to achieving its core values of treating patients with kindness and respect, involving patients in their care and also providing clear communication to patients. Through identification of this during our diagnostics we were able to tailor our solutions to address these gaps in our service and have as result been able to surpass the LHD over the past 3 months in all 3 of these categories.
- The my experience tool also easily quantifies readily questions such as if “staff explained things in a way that it could be understand? So that it can be presentable and easily understood when comparing results pre and post implementation of solutions
- This could also be seen readily in another question of how likely patients would recommend this service pre and post implementation of solutions with an alomost 30% increase in patient likelihood.
- Another valuable result that the tool presents is a word cloud which puts together positive and negative comments that people may leave on the survey which once again can be presented to an audience such as yourselves to show the results of project.
- Therefore there are several benefits of using the My experience matters toold some of which have included