Implementing a Real-Time Survey System and the 6E Framework
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1 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 Commission, NSW Health Dr Avnesh Ratnanesan,
2 ENERGESSE: IMPROVING PATIENT EXPERIENCE & CONSUMER ENGAGEMENT Western Sydney Local Health District CSIRO Health & Biosecurity 1
3 Evolution of Healthcare - QUADRUPLE AIMS 1. Don Berwick et al Health Affairs 2008 Triple Aim (Insititute of Healthcare Improvement) and 2. Bodenheimer et al Annals of Family Medicine 2014
4 Making patient experience a priority
5 Previous/Existing WSLHD Patient Experience Measures Patient Experience Measure BHI Patient Surveys Timeliness Data is over one year old Adaptability of questionnaire Granular detail? Ease of analysis for local staff No No Difficult Yes Ability to obtain district wide data Patient Experience Trackers Monthly reports Limited to 5 questions, no free text Yes Moderate No Ward based satisfaction surveys Complaints Depends on ward resources Monthly Yes, but costly in time N/A Yes, but often fail to be analysed Yes, but is triaged outside the ward/ clinic/ department Moderate - Difficult Easy - Moderate differs between facilities No Yes Compliments No system N/A Yes Difficult No Litigation My Experience Matters survey Rare event N/A Yes Difficult Yes My Experience Matters Real time Yes Yes Easy Yes
6 Challenges in Understanding Patient Needs & Feedback Fragmented data capture Significant time lag in reports Minimal engagement from silent minority Lack of granular, actionable insights
7 My Experience Matters Patient Experience Captures feedback on the experience of patients, families and carers Multi-Channel Platform Responses can be captured by tablet, online, kiosks and paper Real-Time Customisation Enables real-time results with multiple reporting options Allows questions to be customised for any ward or clinic
8 MES Experience: Real-Time, Multi-channel Platform Online Kiosk and Tablet Text Message (SMS) Automated Telephone Surveys Postcards and Dropboxes
9 Survey questions customised by channel and location
10 Free text fields inform root causes and allow service recovery 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.
11 6 E integrated support to improve PX outcomes E1. Experience Patients and Consumers E6. Evolution E2. Emotions Patient Experience (Outcome) E5. Excellence E3. Engagement Staff, Clinicians & Management E4. Execution
12 Customising the survey for WSLHD 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
13 My Experience Matters Launch
14 Results to date Implemented in 34 wards across 2 hospitals, over 1500 responses
15 Results: Heat Map report highlights focus areas
16 Comments drive employee buy-in and action
17 Results: Free-text analytics automates theming
18 Transparency and Accountability Surveys are live on the hospital websites allowing patients to complete while in hospital or at home
19 Real Improvement & Behaviour Change Unit / Service Ward A Ward B Ward C Feedback Before Action After Results Doctors not communicating well with patients Door bangs and wakes patients Too noisy at night due to talking and TVs 50% - Aug 2016 NUM spoke to regular medical staff on ward Maintenance request NUM discussed in ward meetings 68% - Dec 2016 Team now more cohesive, discharge plans have improved Door no longer bangs Staff are now more aware of the impact on patients 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
20 Recognition Program - Patient Experience Superstars
21 Key lessons we ve learnt 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
22 Questions? Kay de Ridder Dr
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