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A step-by-step guide to improving patient experience for PX champions

Are you interested to hear from patient experience champions on best practice strategies to improve the levels of patient satisfaction? Improving Patient Experience and Choice held in Sydney on 10 – 11 October 2016, is a premier two-day forum bringing together key stakeholders from Government, Health Districts, Hospitals and Health Care Providers. My company Energesse is happy to be the Knowledge Partner at this event. In line with this, will be chairing Day 1 of the conference and will also be leading the workshop: The 6 E Framework A step-by-step

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‘E-Framing the Patient Journey’

Based on a True journey. A friend, on holiday in Christchurch, broke her toe. Luckily, it was her fourth toe. Unluckily, her companions were one high-maintenance 4 year old and two suitcases. It was, bluntly, crap timing. Hobbling about, she headed to a clinic. After a long wait, the nurse was brisk. Her toe was examined and it was explained to her that she would only get an x-ray if the doctor deemed it necessary. It was also explained that the reason for this is that the treatment would be

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It’s Not What You Think About Them. It’s How They Feel About You.

Walk into a healthcare boardroom and you’ll find C-suite managers poring over hard data reports, analytics that tell them that, mostly, all patients are happy with them, all KPIs have been achieved. Shimmy up to the nurse manager on duty, and you’ll find out that she’s weary but yay, three patients have been discharged (including the one with the demanding hubby), so it’s all good. Take the lift down to reception, and they’ll tell you different tales of woe and wonder. Why don’t these stories always align? After all, there

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Election Policies Need to Put Patients First

The Australian Federal Elections are drawing near. The Conservatives and the Labour Party are once again pitching their wares – fighting it out on who has the best health policy. Amongst the spouted sales spiel and all its nation-centric statistical data, the patient’s (what the policies are/should be ultimately all about) voice is lost. A recently released book on ‘Patient-Provider Communication’ (Blackstone, Beukelman and Yorkston, April 2015), noted ‘that patients, health care providers, policy makers, and researchers live in nearly parallel universes with differing incentives, access to data and information,

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How will the Patient Experience evolve in Australia?

Australia is embarking on a major journey to put patients at the center of decision-making in the healthcare system. In order for us to understand how the patient experience landscape in Australia will change over the coming decade, we can observe the trends in the US as an example. The pioneering hospitals in the US that invested in measuring and improving the Patient Experience did so because they believed was the ‘right thing to do’. This first phase was driven by the investment of ‘early adopters’. Their leadership had a

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You are the Patient Experience

I was fortunate enough to attend the Beryl Institute Conference on Patient Experience in Dallas TX a few days ago. The Beryl Institute is one of the leading institutions worldwide on patient experience and it seemed like over 1000 delegates were involved in the community gatherings as well as special interest communities on Patient Advocacy, Pediatrics, and Physicians. Healthcare leaders discussed elements of supportive design, University of California in San Francisco and American Academy on Communication in Healthcare and Language of Caring conducted activities on relationship building with patients and strategy maps

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Do you know the common misconceptions in patient satisfaction?

The pulse of healthcare is now moving into a swing that smells like an Evolution, rather than a revolution. Everyone I speak to is starting to grasp the idea of ‘people power’ and frame it in the context of the healthcare system. I hear words like patient satisfaction, patient experience, consumer engagement, patient-centred care and an evolutionary term – ‘Patient and Family Centred Care’. The latter is very appropriate as we often forget that children and critically ill patients have no voice for them, and it is the families that

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‘Personal Wellness Diagnostic’

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  • With PX data, you will know what's working and what needs improving most
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