We recently held our inaugural Energesse-Beryl Institute Patient Experience Roundtable, hosted by Western Sydney Local Health District. It was an exhilarating event, with key speakers (Jason Wolf, President of the Beryl Institute, Dr Avi, CEO of Energesse and Chrissan Segaram and Katherine Maka from WSLHD) and patient experience champions exchanging invaluable ideas and solutions on staff engagement and the patient experience.
Jason Wolf kicked off the event with a global perspective of patient experience and staff engagement efforts – his key message was that patient experience had moved to an unprecedented level of priority where 9 out 10 respondents see it as very to extremely important in their healthcare setting and that patient, family and staff voice is imperative to optimising the patient experience. Based on his global survey, the highest ranked PX components by patients in Australia is listening and communication, courtesy and respect, confidence in staff abilities and taking patients’ pain seriously. If you want to find out more about how you can impact these areas in your organisation through key tools and targeted training, don’t hesitate to talk to us.
I facilitated the session which involved breakout groups on key patient experience challenges such as Staff Engagement, Leadership Engagement and Clinician Burnout. A myriad of ideas and solutions to these challenges were shared.
Translating ideas into action is key as was then demonstrated by WSLHD physiotherapists did through their ‘We’ve Got Your Back’ case study. They improved patient access to specialists based on data gathered through the My Experience Matters survey (on a digital survey platform) and through the introduction of a cost-effective patient-centred service. Their PX scores went from 60-75% on the Kindness, Communication and Involvement in Care domains in September 2017, to 97% across all 3 domains in June 2018!
Overall, the event was definitely a success – we were thrilled with the 8.3/10 rating for the event – there were even a few 10/10s!
If you need advice on HOW to implement patient experience improvements or are keen to participate in future Energesse events and training, do let us know. Just click on the link below to have a conversation with us.
We will also be following up with some of you in the next few weeks with our summary Patient Experience Roundtable White Paper, aimed at capturing the solutions, opinions and ideas of participants. If you would like to find out more about this White Paper, just call or email us!
Here are some snapshots from the Roundtable!
|Mr Jason Wolf, President of The Beryl Institute joined us via video conference||Mr Danny O’Connor (CEO WSLHD)|
|Roundtable group||Roundtable group|
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Dr Avi specialises in insights and strategies to improve patient and customer experience.
Contact: +61 2 8091 0918