energesse mes australian healthcare week - mar2016
TRANSCRIPT
Dr Avnesh Ratnanesan CEO, EnergesseMr Nick Goodman Managing Director, Membership Engagement Services
Debut of MES EXPERIENCE
“An Australian First in Patient Experience”
AUSTRALIAN HEALTHCARE WEEK 2016
2
HOW WE DEFINE PATIENT-CENTRED CARE TODAY
Our health service is really patient-
centred! Is it
really??
3
THOUGHT LEADERSHIP TECHNOLOGY TRAINING
4
THE FUTURE OF AUSTRALIAN PX STARTS TODAY
With MES Experience!
5
About MES & Patient Experience in the UK
6
FUTURE TRENDS IN AUSTRALIAN HEALTHCARE
The State of Australian Patient Experience
7
AUSTRALIAN CHALLENGES WITH PX
1. Patient Surveys are Paper-based or via telephone 2. Multiple disparate survey databases, tools, etc.
3. Insights uncoordinated, unmanageable and lack strategic intelligence
4. Survey results can take from 3 to 9 months – less actionable5. Slow, cumbersome reports from Ward to Board
6. Internal staff disengaged in survey process – outsourced research
7. Quantitative data shows where problem is occurring, not WHY – difficult fixing the issues
8. Minimal engagement with ethnic minorities
8
MULTI-CHANNEL APPROACH
Online
Text Message (SMS)
Kiosk and Tablet
Automated Telephone Surveys
Postcards and Drop-boxes
9
GRANULAR REPORTS FROM WARD TO BOARD
Filterable & Granular by ward
Customisable & Exportable
10
TRENDS AND BENCHMARKING
Real-time trend graphs and benchmarking reports
11
REAL-TIME FEEDBACK & ALERTS for FRONT LINE
ACTION
Actionable immediately by front line staff and ward-specific updates
12
Survey design tool & Customisable for Ethnic languages
Survey library
UNLIMITED CUSTOMISABLE SURVEYS
13
MEASURE PATIENT EMOTIONS & STAFF ATTITUDE
14
MEASURE COMPASSION
15
PATIENT EXPERIENCE RESEARCH – FREE RESOURCE
Research on challenges and future opportunities to manage patient experience in NHS Hospitals (UK)
Free Download: www.energesse.com/
patient-experience-white-paper
SMS 0438 614 233(Name, email)
16
PATIENT EXPERIENCE CHANNEL
17
PATIENT EXPERIENCE AUSTRALIA
18
Q & A energesse.com
19
Dr Avnesh Ratnanesan
+ 61 2 8091 0918
CONTACT & MEET WITH NICK
energesse.com