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 tom.holman@ultrafeedback.com | w www.ultrafeedback.com a 2 Domville Avenue, Hawthorn VIC 3122 AUS