Blog Archives

4 Learnings from the IHI On Culture Change

I had the pleasure of attending the Institute of Healthcare Improvement (IHI) and BMJ International’s Forum on Quality and Safety in Kuala Lumpur recently. It was a FANTASTIC two days and I learnt a great deal about the integration of patient experience and quality and safety. There was a sterling line up of speakers including Don Berwick, Helen Beavan and industry CEOs who are known change-makers in the industry. Changing organisational culture is CORE to quality, safety and patient experience initiatives. The IHI Forum certainly drove this home – watch

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Reward and Recognise Patient Experience Champions

Western Sydney’s win of the Bob Leece Award at the recent Quality Awards, is a great way to recognise those involved in transforming the patient experience in Australia. Watch this video below about the My Experience Matters Survey and the Patient and Carer Experience Team that led the way… These awards inspire and motivate staff to continue on in their journey of experience improvement but it is not the only way of recognising staff who are making a change in an organisation. Here are 5 simple ways to celebrate staff:

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Western Sydney Patient Experience Program wins 2 Awards!

Every year, Western Sydney LHD hosts the Quality Awards to recognise people and projects within their hospitals, wards, and units that make a difference to patient care and health outcomes. There were 79 submissions this year and ‘Patient Feedback – online, real-time, anytime’ were winners twice over at this prestigious event! WSLHD’s My Experience Matters won their category – the Bob Leece Award and then went on to scoop one of the top awards of the night – the Chair of the Board’s Award! We are thrilled and commend their

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The 6 Types of Patients You Will Encounter (& How to Activate Them)

  Clinicians are often challenged with ensuring patients adhere to health advice around their treatment, medication, nutrition, exercise, and other activities. Adherence to long-term therapies by patients with chronic illness averages at 50%1. Adherence to advice on lifestyle changes can be even lower at 20-30%2. Verbal or written instructions and follow-ups are not achieving sufficient health outcomes. Communication strategies that allow a clinician to truly engage with the patient can trigger the patient into ‘activation’ i.e. self-motivated adherence, and greater involvement in their care. I recently attended a riveting talk,

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How is Money Wasted in Health Measurement?

Everyone knows measuring healthcare performance is important, but sometimes time and money are wasted because of how measurement is being conducted, particularly if its done as a tick-box exercise without sufficient meaningful insights to drive improvement. Here are some key 2015-2016 statistics about Primary Health Networks from the Australian Institute of Health & Welfare Report on ‘Patient Experiences in Australia’. At least 4 out of 5 Australians in all Primary Health Network areas rated their health positively, yet the percentage of Australians reporting a long-term health condition ranged from 43%

Posted in Customer Experience, Patient Experience

Patient Experience Training Goes International!

I recently had some exciting days in Kuala Lumpur, Malaysia – delivering a highly interactive 2-day workshop to patient experience leaders representing a range of roles and organizations. We had hospital executives, senior management, doctors, nurses, finance managers and board members, marketing and customer service staff from key private hospitals across the Malayan Peninsula and as far as Sabah and Sarawak. We showed participants how to use Energesse’s 6E Framework – to measure, improve and evolve patient experience in hospitals and healthcare providers. Of particular interest to participants was how to

Posted in Patient Experience

The Return on Investment on Empathy in Measuring Patient Experience

Empathy in healthcare is both a traditional concept as it is a new-age buzzword. That’s because it has never lost its importance as a legitimate element of a patient’s healing process. Simply defined, empathy is the capacity to walk in the shoes of another. Essentially, the ability to understand, appreciate and relate to someone else’s emotions. There is more chatter in the industry now about defining, teaching, learning and measuring empathy in healthcare than there has ever been. Making emotions a visible part of your (formal or informal) measurement validates

Posted in Patient Experience

The 3 Key Steps to Cultural Transformation – You’ll want to know this!

A couple of weeks ago, I was in Denver, USA, attending the Beryl Institute Patient Experience Conference 2017. I had the opportunity to interview Dr Jeremy Blanchard, who is the Chief Medical Officer at the Language of Caring on the pre-aspects to cultural change and creating mastery in patient experience. Watch the video below to find out more! Contact me for tips on how to engage your physicians in improving patient experience! If you’re ready, call me directly. If you’re not, you can help advance the patient experience movement (and your own knowledge) by clicking on our survey!    

Posted in Health Business, Patient Experience

An Interview with Gerard Ratnam on Patient Experience

Nothing spoke to my passion more than the events that took place in the last couple of weeks. I was invited to speak at the Malaysian Cancer Care Conference in KL and was then interviewed on prime time TV about patient experience. The experiences of cancer survivors who attended the conference helped spread the word about consumer empowerment. I emphasised this key message in my engagement with both the conference and media audience – asking patients to push to get the support they need and to the health provider and clinician

Posted in Health Business, Patient Experience
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  • What information is being gathered on patient's experiences of services?
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