measuring the patient experience
DESCRIPTION
Tom Holman, Managing Director, from UltraFeedback delivered this presentation at the 2012 Elective Surgery Redesign Conference. For more information about our wide range of medical and health events covering a broad range of industry issues, please visit www.healthcareconferences.com.auTRANSCRIPT
Measuring the Patient Experience
Illuminating the future
Why, who and what
• Measurement
• Healthsumers
• Satisfaction, experience and outcomes
It takes a commitment
to get close
Dynamic flows
David Houle
Dynamic flows Sickness → Wellness
Ignorance → Awareness/Understanding
Opposition → Alignment
Treatment → Prevention
Reactive → Proactive
Episodic → Wholistic
Procedures → Performance
Isolation → Integration
Non-efficient → Efficient
Shift From patient-centred care
To relationship-centred health management
What drives our healthcare system?
• Access – 32% rate it as the top issue
• Then costs (17%), quality (11%) and patient empowerment (10%).
"It must be affordable for everybody."
"Making sure that everybody has access to any medical help they need"
“Make sure there are enough hospital beds available. Nobody should be left in ambulances or hallways because of govt. cuts."
The patient journey
• Expectations
• Guidance
• Funding
• Scheduling
• Preparation
• Admission
• Procedure
• Recovery
• Rehabilitation
• Review
Waiting
90% say they waited the right amount of time
control
distance
Feeling of risk/anxiety
medium
high medium
low
high
low
close far
Broadly
• 30% of the population say life is better
• 55% of those that had surgery, it was elective
• Of those that had elective surgery, 26% say life is better, 19% say worse
• Of those that had non-elective surgery, 20% say life is better, 23% say worse
• 86% of elective surgery was not rescheduled
• The range of elective surgery is diverse
Why did you have elective surgery?
Schedule
The wait
• 18% said paid reduced their quality of life
• 43% said the wait made little difference
Elective surgery
• The best aspects were quick resolution of something that reduced quality of life
• The worst aspects were pain, things that went wrong and the rush
The anaesthetist who had no people skills, sclerosed my veins and did not provide adequate pain relied for emergence from anaesthesia after 4 hours in surgery. I woke in extreme pain is PACU, first word being "pain!". Pain relief was not organised until I was returned to ward; pain relief was not organised for discharge from hospital and I needed to go to a GP in order to receive pain relief after 4 hours in surgery. From the perspective of someone who works in the health industry, I am disgusted with my treatment.
surgery was running late so I was four hours late having my operation so I was very dehydrated and they had trouble finding a vein to put me under
The surgery was performed by a good specialist surgeon who was professional and explained the procedure, risks and results - He was friendly and answered all my questions - He visited me in hospital pre and post surgery and on discharge advised how I would continue to feel and how to care for myself for the next couple weeks before seeing him at a post-operative appointment
Some drive to bring people together
Contact
Tom Holman | Managing Director | UltraFeedback
m +61(0)412 566 425 | t +61(0)3 9819 2086 | f +61(0)3 9819 2838 e [email protected] | w www.ultrafeedback.com a 2 Domville Avenue, Hawthorn VIC 3122 AUS