We are thrilled to announce the winner of the Energesse Patient Experience Award (Asia)…
Bagan Specialist Centre (BSC) in Penang, Malaysia
Here’s a bit of background on their journey….
In August 2017, Energesse undertook a two-day 6E training session for 30 different public and private hospitals in Malaysia. After the training session, the participants were challenged with planning, developing and implementing a patient experience improvement initiative in their settings, using Energesse’s 6E Framework. In the 3 months following the training, Bagan Specialist Centre engaged the 6Es – Experience, Emotions, Engagement, Execution, Excellence, Evolution – in the improvement of the patient experience in Food Services.
We travelled to Penang to present the award to them and saw first-hand the improvement BSC Food Services made to provide healthy food on-the-go to patients during the temporary closure of their cafeteria. They initiated the improvement after measuring patient Experience and Emotions regarding lack of dining options (which was negatively affecting patients’ experience at wait times). Staff Engagement at team departmental meetings resulted in ideas to address the issue. Execution of the solution involved transforming an old abandoned trolley into a mobile food cart offering a variety of nutritious meals. It was wheeled around the hospital outpatient and inpatient units by food services staff. BSC achieved Excellence when they saw a 10.2% decrease in the amount of feedback and an average patient satisfaction score of 3.5 which exceeded the hospital’s target rating of 3.0. In a bid to see constant Evolution of their solution, monthly analysis of the sales of food items and food costs were performed to ensure that mobile food cart items offered to BSC patients and visitors were culturally appropriate and sustainable.
Here are some pics from the Training and Award presentation…
Congratulations Bagan Specialist Centre!
Watch this space for the Australian winner of the Energesse Patient Experience Award…
If you want to find out more about how the 6E Framework can help you with your patient experience initiatives, talk to us!
The Energesse Patient Experience Awards is an award established to recognise the efforts of a health setting in improving the patient experience through the utilisation of the Energesse 6E Framework. The judging panel for the Award was made up of Dr Avi Ratnanesan (CEO, Energesse), Michael Greco (CEO, Patient Opinion Australia), Simon Kimber (MES UK), Nick Goodman (MES UK), Ashok Rudy (Director, Energesse Malaysia) and Kiran Nair (Research Manager, Energesse).
Subscribe for Insights from Dr Avi & Energesse
Please fill in your details to stay updated.
Dr Avi specialises in insights and strategies to improve patient and customer experience.
Contact: +61 2 8091 0918