Beyond the process metrics: what matters most to consumers? - - PowerPoint PPT Presentation

Beyond the process metrics: what matters most to consumers?

Professor John Horvath AO, FRACP FAAHMS Strategic Medical Advisor, Ramsay Health Care

ramsayhealth.com

Are consumers at the centre of our business?

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

The rise of consumerism in healthcare

• Healthcare is

becoming more consumerist

• Consumers will

demand higher quality and higher chance at better

• utcomes
• Consumers will want

more transparency and more information about their care Ramsay’s response:

• Measuring outcomes that

make sense to consumers

• Delivering care beyond

hospitals

• Using digital innovation to

meet consumer expectations

Outcomes that matter most to patients

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

How do consumers choose now?

Ranking based on...

• Reputation
• Hospital clinical indicators
• Volume, staffing ratios, etc.

Rather than true outcomes...

• Incontinence
• Bowel function
• Erectile function
• Cancer recurrence

Where should I go for treatment for my prostate cancer?

Existing information not meaningful enough for patients:

Beyond the process metrics: Patient Reported Outcomes

There are three key areas to measuring quality:

Structural

• Staff numbers
• Quality medical equipment

Process metrics

• KPIs such as mortality;

readmission rates; returns to theatre; falls; infection rates; etc

Outcomes

• Remotely monitoring

developments to improve quality – eg PROMs Structural and process metrics do not help patient or doctor understand what works PROMs look at whether the treatment has been effective in improving patients’ quality of life

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

ICHOM - measuring outcomes that matter

Existing measurements

• Readmission rates
• Returns to theatre
• Infection rates
• Falls
• Hand Hygiene
• Pressure injuries
• Medication safety
• Patient experience

Ramsay has commenced measurement & benchmarking with the International Consortium

• n Health Outcomes Measurement (ICHOM)

This will enable us to improve our standard of care to patients. ICHOM standardizes measurements so comparison across specific medical conditions can be achieved globally. New Measures

• Beyond immediate treatment
• utcomes
• Measures which encompass

patient reported health status

• Quality of life following

treatment

• Survival
• Disease control

What areas will Ramsay measure?

1. Low back pain 2. Hip & knee osteoarthritis 3. Cataract surgery 4. Coronary artery disease 5. Depression & anxiety 6. Prostate cancer

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

How we will engage with patients

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

Delivering care beyond the hospital walls

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

Using Mhealth to improve patient outcomes

TEXT ME WELL In 2016, Ramsay will use Mhealth to improve patient outcomes…

…involves sending automated mobile text messages to patients who are discharged from a Ramsay mental health facility when their primary admitting diagnosis was depression.

…a study designed with The George Institute for Global Health

Text Me Well will involve:

• Semi-personalised one way text messages providing

advice, motivation, information and support to maintain mental wellbeing and a healthy lifestyle; promote reduction in alcohol and stress sand increase adherence with medication and follow-up

• 4 messages per week for 24 weeks

Research focused - A randomised control trial testing:

• 1. The impact of brief and repeated personal wellness and

lifestyle reminders sent via mobile phone text messages

• n depressive symptoms
• 2. The cost-effectiveness of this intervention
• 3. Whether the intervention reduces

readmission rates

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

Using digital innovation to meet consumer expectations

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

Ramsay’s MyCare project

Better meeting the needs of our patients digitally: 1. Patient portal redevelopment project 2. Ramsay’s new MyCare will go-live Mid-April 2016 3. Strong uptake for digital admission services 4. Digital admission portal currently visited by over 400k people each year

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

MyCare: patient portal

Viewing our patients as customers:

• Revision has incorporated 50+ hours of

patient testing

• Reduced time to complete by 10mins
• Saves information for repeat admissions

Where to next?

• MyCare will be a one-stop connection for patient

services

– Reminders, payments, in-room services, etc

• Opportunity to stay connected digitally for the entire

care journey including tailored information to meet a patient’s needs before, during and after their admission

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

Doctors are consumers too… In 2015, Ramsay launched the Doctors App

Patient Information Patient Administration Clinical Collaboration Patient Monitoring

• Enhance the clinician’s overall experience

when working in a Ramsay hospital.

• Move towards digital hospitals.

The “Doctors App” provides important, doctor-centric, real-time patient information to clinicians via popular mobile devices, anywhere…anytime.

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

In summary…

Beyond the process metrics: what matters most to consumers? - Professor John Horvath

Putting consumers at the centre of business requires: Measuring outcomes that matter most to patients Benchmarking these outcomes and improving our quality of care based on these results Delivering care beyond the hospital walls Improving our use of digital technology to better meet consumer expectations