Energesse and The Beryl Institute's Patient Experience Roundtable brought together executive senior patient experience champions from around Australia to brainstorm and collaborate on the most important issues affecting organisations in patient experience.
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Patient Experience Roundtable Sydney 2018 Leading Change & Transformation in Healthcare
1. PATIENT EXPERIENCE ROUNDTABLE
Sydney 2018
Hosts:
Facilitators:
Dr Avnesh Ratnanesan Founder & CEO
Sharon Dayus Patient Experience Specialist
In Partnership with
9. 9
COMMON CAUSES TO POOR PX ENGAGEMENT
copyright Energesse 2018
Wasted
time,
money,
resources
‘I know best’ = Desensitisation
Working in silos = Individualistic perspective
Medicine = Diagnosis before Treatment
But not in patient experience?
Decisions driven by cost not cost-benefit =
Questionable return on investment
10. 10
PERSONAL
• I don’t have the
confidence to
champion this
TEAM
• PX is not a high
priority
ORGANISATION
• Lack of strategic
vision on PX
• Insufficient resources
allocated to action
SYSTEM
• Lack of financial
incentives to improve
experience
EXAMPLE FRAMEWORK FOR CAUSAL FACTORS
AFFECTING ENGAGEMENT
copyright Energesse 2018
12. 12
PERSONAL
• Ask yourself ‘how do I want to
be remembered by….(my
patients/colleagues) before an
interaction
• Ask ‘What is my biggest fear
that is preventing me from
being great at this?’
TEAM
• Start team meetings with a
patient story
• Share Appreciation
Cards/Emails with colleagues
showing positive actions
ORGANISATION
• Introduce daily huddles as a
routine in areas with poor
experience scores
• Introduce systems for more
real-time patient feedback
EXAMPLE PRACTICAL STRATEGIES
copyright Energesse 2018
13. 13
PRIORITISATION EXERCISE
Top 3 high priority actions in next 30 days
What did you learn that was most important?
What’s within your realm of control?
What can you do with colleagues?
18. 18
METHODOLOGY TO IMPROVE PATIENT EXPERIENCE: 6E’s
Experience: How to capture and measure patient
experience
Emotions: Analyse stories and comments for pain
points and delights
Engagement: How to engage front-line staff,
clinicians and management in the change process
Execution: Implement strategies, service recovery
solutions, quality improvements and policy
Excellence: Redefine success and accountability to
patient-centered KPI’s
Evolution: Scale maturity, repeatability and
capability with future trends
copyright Energesse 2018
19. 19
PATIENT EXPERIENCE MATURITY EVALUATION TOOL
Organisational Capability and ROI Assessment Tool (EXCERPT)
Research demonstrates certain key drivers critical to achieving better outcomes and return on investment (ROI) for organisations that improve their
patient experience. This tool assesses how your organization is performing along these key drivers. Your Energesse Patient Experience Specialist
will work with you to complete the following needs analysis and root cause analysis of issues to establish your organization’s capability in the area
of patient experience.
Tick ✔ the box for the columns if the statement is true
Strongly
Agree
Agree
Neutral
/Don't
Know
Disagree
Strongly
Disagree
Comments
E1. Experience 5 4 3 2 1
PX Measurement and Complaints Management
We have a real-time feedback process so patients can give feedback during their
experience and we can intervene when there are problems.
We have an IT system for managing and storing patient experience AND complaints
data
Our leaders are well aware of our patient survey and measurement process and
performance.
All staff are aware of our patient experience reports and complaints data.
E2. Emotions
Data Analysis of Patient and Consumer Perspective
Our organisation has team that analyse and use complaints data to implement
improvements.
Our executives and staff have regular opportunities to hear stories from patients and
their family members about their healthcare experiences.
copyright Energesse 2018
20. 20
PATIENT EXPERIENCE MATURITY MODEL
Stage 1: Limited Stage 2: Ad-Hoc Stage 3: Organised Stage 4: Managed Stage 5: Leaders
EXPERIENCE
E1. Experience E1. Experience E1. Experience E1. Experience E1. Experience
Little or no patient feedback
collection through ad-hoc
basic surveys
Some patient feedback
collection through ad-hoc
basic surveys
Periodic patient feedback
collection through an
established survey
Real-time, granular patient
feedback sourced through an
established survey,
complemented with one or
more other methodologies
Real-time, granular patient
feedback sourced through an
established survey,
complemented with a range of
other methodologies
No buy-in as yet to
measuring or collecting
patient experience data
Little buy-in to measuring
or collecting patient
experience data
Some buy-in to measuring
or collecting patient
experience data
Significant buy-in to measuring
and collecting patient
experience data
Full buy-in to measuring and
collecting patient experience
data
No Patient Journey
Mapping performed
No Patient Journey
Mapping performed
Some Patient Journey
Mapping performed
Patient Journey fully mapped Patient Journey fully mapped
EMOTIONS
E2. Emotions E2. Emotions E2. Emotions E2. Emotions E2. Emotions
No real tangible insight on
where pain points are from
patient perspective
Some idea of pain points
anecdotal, not validated
from patient perspective
Some tangible insights on
where pain points are from
a patient perspective
Tangible insights on where pain
points are from a patient
perspective
Very tangible insights on where
pain points are from a patient
perspective
Patient stories captured Patient stories captured,
communicated and prioritised
copyright Energesse 2018
21. 21
PATIENT EXPERIENCE SOLUTIONS CATALOGUE
Challenge/Need Real-Time Patient Stories Patient Entertainment
Solution A Solution B Solution C
E1. Experience - Patient Experience Data Collection and
Measurement
Features & Benefits
Real time results Yes Near real-time Yes
Customisation- allows questions to be customised for any ward or clinic Yes Yes Yes
Captures feedback on experience of pts, families and carers Yes Yes No
One consolidated system Yes Yes Yes
E4. Execution - Quality Improvement & Implementation
(Quality Improvement) consulting service support
Client support with implementation and on going report management yes yes no
QI improvement and Outcomes Realisation consultancy and workshops yes yes yes
Training
Patient Experience and Quality Improvement training yes yes no
Communication training for front-line staff yes no no
copyright Energesse 2018
My Introduction.
Welcome to country
Welcome to attendees
Thanks to WSLHD
Qualify myself.
Where can they place their faith?
I’ve been a doctor in the UK and Australia…….
Over the last 6 years, I’ve been the CEO of Energesse, which is a specialist firm that focuses on improving patient experience and customer experience in the health and care sector. We are a team of 15 people now and we work with clients and partners in the US, UK, Australia and Asia. Largely with work health insurers, hospitals, specialty clinics, service providers with consulting services implementing improvement projects that:
Transforming services to improve quality of care and value for patients and consumers
Helped organisations plan, implement and change their vision and strategy for patient experience
Mapping patient and clinician journeys
Implementing patient feedback solutions and surveys
Analysed data on consumer feedback
Training front-line staff, clinicians and senior management on leadership, communication and customer service
Generally, very few individuals have actually worked on experience across the whole patient journey. Some work with hospitals, others clinics, some cx people are from business or IT backgrounds. Whilst that’s all well and good, without that holistic understanding, their perspectives can be limited to what they know.
Work with leading partners in delivering some of these services
Justify failures
Now I’m guessing that for a lot of you this is probably not your first webinar on patient experience. The first thing I want to mention is that if you’ve struggled at improving healthcare experience in the past, it’s not your fault.
There’s a lot of information out there, a myriad of surveys and solutions, We are dazzled by data and analytics, stories from patients and consumers and your boss telling you to do something in patient experience.
it can be confusing and overwhelming.
Many times that information overload keeps you from achieving your objectives, but that’s OK.
Allay fears
If you’ve been concerned in the past that you just can’t improve the patient experience, I want to put those fears to rest.
You can do this. You just need the right specialist to explain it to you.
Throw Rocks at Enemies
“Some stakeholders in the industry may lead you to believe that improving the patient experience is extremely difficult and that you need to spend an extensive amount of resources, time, money and effort to be successful.
The health system is very complex, with so many stakeholders. I’m here to tell you that they’re sometimes right, that is when you don’t know what you’re doing.
They also have their own reasons for wanting you to think that, perhaps with the best of intentions, but its not true all of the time, its mainly true when you don’t really know exactly what you’re doing.
Confirm Suspicions
If you’ve ever thought that the culture and system of healthcare is complex and with multiple solutions that confuse any decision you make, I can empathise with your plight. It is a complex and fragmented system and hard to change. However, Energesse has been very successful and we care about helping you make the change in healthcare that you wish to see.
Encourage their dreams
So that what Energesse is here for, to help you change your world of healthcare and make a positive impact on the patient experience, and we’d like to show you how to make that happen in this webinar.
1. Hook – After having worked over 25 years in health, I thought I knew best. However, one of the problems is that we can become desensitized because we have worked so long in this industry, we don’t really know what the needs of patients are.
2. At the same time, we work in silos. So what a patient needs in one part of their journey, is different to what they may need at another part of the journey! So we can only see the challenges from our perspective of the system, and not fully see the issues from the other parts of the system.
3. In medicine, would we prescribe a treatment to a patient, without first making a diagnosis? Would we start making fixes, without first understanding our real gaps and challenges?
If so why are so many managers implementing solutions for the patient experience, without first diagnosing what the problems are? Hospitals, clinics are often trying to solve the problem, but often solving the wrong problem.
4. Some of then purchase the cheapest measurement tool, spend 2 years collecting feedback and do very little with it. As a result, patients continue to be unhappy with services, increase complaints. There continues to be safety errors and quality issues and in private sectors, patients don’t come back and there is lost revenue.
Resultant feeling: End up feeling like they’ve wasted time, money and resources.
How out solution makes it easy: The Patient Experience Maturity Model helps you make a more holistic analysis of what your clinic or hospital needs to truly improve the patient experience. It also ensures that you do not make any assumptions on what those needs are, as no matter what role you are in, you are likely looking at the problem from only one perspective and need a more comprehensive and holistic view of what parts of the patient journey needs to be prioritized for improvement.
-----------------------------------------------------------
LIKEN IT TO THEM
Reframe the story so its familiar to their situation
Tell them what’s traditionally been done
Explain why that’s hard or confusing
Explain how our solution makes it easy
-----------------------------
1. Hook – After having worked over 25 years in health, I thought I knew best. However, one of the problems is that we can become desensitized because we have worked so long in this industry, we don’t really know what the needs of patients are.
2. At the same time, we work in silos. So what a patient needs in one part of their journey, is different to what they may need at another part of the journey! So we can only see the challenges from our perspective of the system, and not fully see the issues from the other parts of the system.
3. In medicine, would we prescribe a treatment to a patient, without first making a diagnosis? Would we start making fixes, without first understanding our real gaps and challenges?
If so why are so many managers implementing solutions for the patient experience, without first diagnosing what the problems are? Hospitals, clinics are often trying to solve the problem, but often solving the wrong problem.
4. Some of then purchase the cheapest measurement tool, spend 2 years collecting feedback and do very little with it. As a result, patients continue to be unhappy with services, increase complaints. There continues to be safety errors and quality issues and in private sectors, patients don’t come back and there is lost revenue.
Resultant feeling: End up feeling like they’ve wasted time, money and resources.
How out solution makes it easy: The Patient Experience Maturity Model helps you make a more holistic analysis of what your clinic or hospital needs to truly improve the patient experience. It also ensures that you do not make any assumptions on what those needs are, as no matter what role you are in, you are likely looking at the problem from only one perspective and need a more comprehensive and holistic view of what parts of the patient journey needs to be prioritized for improvement.
-----------------------------------------------------------
LIKEN IT TO THEM
Reframe the story so its familiar to their situation
Tell them what’s traditionally been done
Explain why that’s hard or confusing
Explain how our solution makes it easy
-----------------------------
What do you expect to get ? Objectives
10 mins for them to write, 10 mins present back
Ask them to share their actions – 1 person from each table.
10 mins for them to write, 10 mins present back
Ask them to share their actions – 1 person from each table.
Pg 182
STACK SLIDE
(This is what we are using as our Stack Slide, Avi. The values are a rough estimate.)
When you sign up, We are going to give you a Structured evaluation program
to the value of AUD$15,000 FOR AUD$3000 or AUD$2400 if you sign up before the 30th of June.
Pg 182
STACK SLIDE
(This is what we are using as our Stack Slide, Avi. The values are a rough estimate.)
When you sign up, We are going to give you a Structured evaluation program
to the value of AUD$15,000 FOR AUD$3000 or AUD$2400 if you sign up before the 30th of June.
Pg 182
STACK SLIDE
(This is what we are using as our Stack Slide, Avi. The values are a rough estimate.)
When you sign up, We are going to give you a Structured evaluation program
to the value of AUD$15,000 FOR AUD$3000 or AUD$2400 if you sign up before the 30th of June.
Please don’t give up, Persistence is key. So as a change of change in healthcare, do live your journey, Love the experience.
I’m Dr Avi, we’re now open for questions.
Recap the offer
Countdown clock
Call to action
Then answer questions
Can pre-write FAQs
You’re probably thinking………
Change needs to be socialised
You are not alone as a Patient Experience Champions or Energizers.
You can join the community for free and make connections.
Work with leading partners in delivering some of these services
10 mins
Please don’t give up, Persistence is key. So as a change of change in healthcare, do live your journey, Love the experience.
Lead them down one funnel which leads to one solution only. If they have to choose between too many things its too hard.