"When our Patient Experience measures improved, so did our Quality and Safety measures" - Sir Robert Naylor, CEO, University College London Hospitals NHS Trust, Sustainable Health Transformation 2014

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THE PATIENT EXPERIENCE
A Key Indicator of Hospital Patient Safety and Improvement
Dr Avnesh Ratnanesan
CEO, Energesse

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PATIENT EXPERIENCE. CONSUMER ENGAGEMENT. INNOVATION
Western Sydney Local Health District
SouthWest Sydney Local Health District
CSIRO Health
& Biosecurity

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HEALTHCARE
QUADRUPLE AIMS
1. Don Berwick et al Health Affairs 2008 Triple Aim, Insitute of Healthcare Improvement 2. Bodenheimer et al Annals of Family Medicine 2014

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“When our Patient Experience measures improved,
so did our Quality and Safety measures ”
- Sir Robert Naylor,
CEO, University College London Hospitals NHS Trust
Sustainable Health Transformation 2014
LINKING PATIENT EXPERIENCE WITH QUALITY AND SAFETY

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EVIDENCE LINKING PATIENT EXPERIENCE AND SAFETY

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WHAT IS Patient Experience (PX) ?
The sum of all interactions, shaped by an organization's culture,
that influence patient perceptions across the continuum of care.”
-Beryl Institute

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Patient
Satisfaction
Customer
Service
Net Promoter
Score
Consumer Engagement
(Standard 2 NSQHS)
Feedback &
Complaints
Surveys
Qualitative Research
Quantitative
Research
Patient Stories
HOW DO WE MEASURE ‘PATIENT EXPERIENCE’ NOW?

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WHAT DO CONSUMERS/PATIENTS NEED and WANT?
Ref: Ian Worden, MMD, MHI, Better patient engagement

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MANAGEMENT CHALLENGES
Measuring the Experience
1. Surveys paper/telephone – disparate systems
2. Quantitative only, not WHY (qualitative) – difficult fixes
3. Minimal minority engagement
4. Tick-box exercise
Analysing insights and pain points
1. Delayed survey results - up to 18 months
2. Reports & Benchmarks – Too high level, uncoordinated & lack intelligence
Translate feedback & survey data into improvements
1. Low priority (too survey-focussed)
2. Complex ROI
3. No clear KPI’s
4. Ad hoc actions
5. Poor front line engagement

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12. OUR THOUGHT LEADERSHIP DELIVERY IN MEASURING AND
IMPROVING PATIENT EXPERIENCE: 6 E

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E.1 = EXPERIENCES

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E1. EXPERIENCE - MAP WHOLE PATIENT JOURNEY
Surgery Hospital Inpatient
General Practice
& Allied HealthRehabilitation Medication
OutpatientHome
Workplace
Supplements
Health/Life Insurance

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

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CAPTURE EXPERIENCE - REAL-TIME SURVEYS & FEEDBACK

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FREE TEXT COMMENTS = ACTIONABLE ROOT CAUSES
“Nurse Sarah was very rushed, I did not understand
her advice about how much medication to take.
The floor on this ward is also very slippery and I
almost fell”.

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MES EXPERIENCE
The digital platform that helps you
measure the patient experience &
emotions in real-time
Award Winning Program – 2 Western Sydney
Local Health District Quality Awards: Chairman’s
Award & Bob Leece Award 2017

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WESTMEAD HOSPITAL – MULTI CHANNEL MEASUREMENT

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WESTMEAD HOSPITAL – TRANSPARENCY OF PX RATINGS

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E.2 = EMOTIONS

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EMOTION ANALYSIS OF PATIENT FREE TEXT COMMENTS

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AUTOMATED CODING
‘VOICE OF THE PATIENT’

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E.3 = ENGAGEMENT

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FRONT LINE WORKFORCE CHALLENGES
1. Engaging Staff and Clinicians to take action
2. High demands – Time constraints, fatigue, burnout
3. Resource constraints
4. Behaviour change - Defensiveness towards results
5. Internal competition and staff ‘politics’
6. Prioritise Outcomes vs Experience e.g. “I treat the tumour, not
the patient”
1. Harvard Business Review May 2013 Healthcare’s Service Fanatics 2. Bodenheimer et al Annals of Family Medicine 2014

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E3. ENGAGEMENT =
Leadership
Employee Engagement
Staff Culture
Wellbeing
Empathy & Compassion
Meaning & Purpose
Love & Joy
Ref: 1. Covey SR & Link G Smart Trust, 2012 Free Press. 2.Sisodia R et al, Firms of Endearment, Sisodia et al 2007 Prentice Hall. 3.
Bodenheimer et al Annals of Family Medicine 2014

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E.4 = EXECUTION

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CASE STUDY EVIDENCE OF OUTCOMES
Hertfordshire Partnership University NHS Foundation Trust
Service Question
July-
Sept
2015
Action Taken
Oct-Dec
2015
Change
Albany Lodge
If you came here from another
service, were you kept informed
throughout the process
22%
At all staff meetings the team now discuss
how the Trust can improve the transfer
process so patients are better informed
54% + 32%
Aston Ward Do you feel listened to? 57%
1:1 time was put aside for service users to
express all their thoughts and feelings
100% + 43%
RAID (Lister)
Do you know how to mental
health support out of hours?
90%
Service Users provided with mental health
helpline cards with relevant contact details
100% + 10%
Holly Lodge
Has your mental health
medication and any side effects
been explained to you?
50%
Staff time was put aside to explain and
provide more information on medication in
1:1 and group sessions
73% + 23%

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E.5 = EXCELLENCE

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● HCAHPS Survey scores and Performance
measures (Net & Operating Margins and
Return On Assets)
PATIENT EXPERIENCE
& VALUE-BASED CARE

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E.6 = EVOLUTION

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The Future of Employee Engagement & Safety

35. OUR THOUGHT LEADERSHIP DELIVERY IN MEASURING AND
IMPROVING PATIENT EXPERIENCE: 6 E

36. Does anyone measure experience and patient safety?

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THOUGHT LEADERSHIP
TECHNOLOGY TRAINING
EVOLUTION = SOLUTIONS TO TRANSFORM EXPERIENCE
Research
Consulting & Advisory
Speaking
MES Experience –
Patient & Staff Survey
Platform
PX Training Program
- 6 E’s

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1. “

39. “Improving the Patient Experience & Consumer Engagement”
avnesh@energesse.com 02 8091 0918