Implementing a Real-Time Survey System and the 6E Framework An - - PowerPoint PPT Presentation
Implementing a Real-Time Survey System and the 6E Framework An Early Case Study on Improving Patient Experience - Health Informatics Conference - Aug 2017 - Kay de Ridder, Program Manager - Patient Centered Care Clinical Excellence
Kay de Ridder, Program Manager - Patient Centered Care Clinical Excellence Commission, NSW Health Dr Avnesh Ratnanesan, CEO, Energesse
@swkayde @energesse
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ENERGESSE: IMPROVING PATIENT EXPERIENCE & CONSUMER ENGAGEMENT
Western Sydney Local Health District CSIRO Health & Biosecurity
(Insititute of Healthcare Improvement) and 2. Bodenheimer et al Annals of Family Medicine 2014
Patient Experience Measure Timeliness Adaptability of questionnaire Granular detail? Ease of analysis for local staff Ability to
wide data BHI Patient Surveys Data is over
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
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
Fragmented data capture Significant time lag in reports Lack of granular, actionable insights Minimal engagement from silent minority
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
Allows questions to be customised for any ward
Online Text Message (SMS) Email Kiosk and Tablet Automated Telephone Surveys Postcards and Drop- boxes
“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”.
E1. Experience E3. Engagement E4. Execution E2. Emotions E5. Excellence E6. Evolution
Patients and Consumers Staff, Clinicians & Management Patient Experience (Outcome)
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
Implemented in 34 wards across 2 hospitals, over 1500 responses
Surveys are live on the hospital websites allowing patients to complete while in hospital or at home
Unit / Service Feedback Before Action After Results Ward A
Doctors not communicating well with patients NUM spoke to regular medical staff
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
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
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
Kay.Deridder@health.nsw.gov.au @swkayde
avnesh@energesse.com @energesse