Just yesterday, I delivered a 6E Patient Experience Training Workshop at Sydney Children’s Hospital Network (SCHN). We had fantastic engagement with each of the 6Es – Experience, Emotions, Engagement, Execution, Excellence and Evolution. This step-by-step guide to implementing patient experience improvements and the 4th E, gave the clinicians very practical tips on how to execute. Here’s one.
Patients can ask clinicians a myriad of questions and can present a range of behaviours, based on their background, circumstances and their interaction with health information. With the latter, Dr Google is often their personal, trusted friend. So how do we manage ‘Internet Health’?
I interviewed e-patient Dave at a Health Informatics Society of Australia (HISA) talk a few months ago, who had an interesting opinion about prescribing the internet. His key message was that while using the internet for information was perfectly fine, it was important that patients validate the information by talking to their doctors and other patients. Urging patients to talk about what they have found online will encourage ongoing validation, honest discussions and confident involvement in health decisions and treatment. Ultimately, a better patient experience is delivered.
Watch my interview below for Dave’s perspective…
If you are interested in 6E training or further tips for your clinicians in executing patient experience, don’t hesitate to give us a call.
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Dr Avi specialises in insights and strategies to improve patient and customer experience.
Contact: +61 2 8091 0918