Real-time patient feedback program at Western Sydney LHD nominated for Best Digital Transformation project

The successful implementation of Energesse’s ‘MES Experience’ real-time patient feedback platform at Western Sydney Local Health District earned a nomination as an Award Finalist for Best Digital Transformation project at Australian Healthcare Week.

This achievement comes after the patient survey program at Western Sydney Local Health District known as ‘My Experience Matters’ also won the Chairman’s Award and the Bob Leece Award at the Western Sydney District Quality Awards in 2017. Energesse is now implementing a second district-wide implementation at South Western Sydney Local Health District.

At Western Sydney LHD, the platform has now been rolled out across all major hospitals in the health district including Westmead, Blacktown, Mount Druitt and Auburn Hospitals. Key outcomes have included improved scores in the Friends and Family Test (now at 87%) and The Patient Experience District Wide Score which rose to 86% from 72%. Impactful and visible strategies have also been implemented using more detailed data on the patient experience. For example, an internal ward competition (the Ssshh! Challenge) aimed at reducing night-time noise helped staff improve this score by up to 19%.

The Energesse program has also seen similar accomplishments in the private sector. Genea, the 3rd largest chain of IVF clinics in Australia has seen a 15% improvement in their Net Promoter Score in their first year of implementation across their nationwide chain. The platform provided more granular depth in reporting on patient experience, which empowered front-line staff to make meaningful changes in their own units. The improvements to phone communication and targeted nurse training helped increased satisfaction in a sector with higher consumer expectations.

One of the key success factors for Energesse’ programs is the integrated delivery of a customisable IT platform with expert advisory and training capabilities. Dr Ratnanesan, CEO of Energesse stated “one the major reasons why Energesse has been successful with its IT implementations is its specialist consulting methodology to helps clients achieve outcomes and to continuously innovate on the solution’s user experience. This proprietary formula has helped our clients succeed in a challenging yet important priority in healthcare”.

The MES Experience solution provides real-time data to managers and front-line staff through patient surveys. In addition to quantitative data on patient experience, the platform also comes with a sophisticated PanSensic natural language processing algorithm. This AI tool analyses and translate free text into human emotions and automatically theme patient issues and concerns.  Highly useful data analytics on actionable root causes prove to be valuable in informing quality improvement initiatives for the front-line staff and managers. The tool received a High Commendation last week at the prestigious Health Service Journal Partnership Awards in the UK. In the future, the MES Experience platform is offering real-time staff surveys, providing significant synergies and cost savings to hospitals.

 

Jessica Evans, Project Officer in the Patient and Carer Experience Team at Western Sydney LHD will be delivering a presentation on the Western Sydney LHD implementation on 22nd March 4pm at the Australian Healthcare Week conference.

Dr Avnesh Ratnanesan
About the Author: Dr Avnesh Ratnanesan

Dr Avi is a medical doctor with broad healthcare sector experience including hospitals, biotech, pharmaceuticals and the wellness industry. He is a leading expert who coaches and consults to senior executives, entrepreneurs, practitioners, organisations and governments.



Posted in Patient Experience, Uncategorized Tagged with: , ,
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