In the lead-up to the inaugral Improving the Patient Experience Conference, we had chat with one of our speakers, Dr Avnesh Ratnanesan. Avnesh is the founder and CEO of Energesse which specialises in improving the patient experience and customer experience for organisations in the health and care sectors. We spoke with Avnesh about why the patient experience is so important for healthcare professionals to understand.
Why is it so important for healthcare professionals to focus on the patient experience?
Every health setting wants to optimize its performance against a backdrop of rising consumer expectations, increased choice in providers and a responsibility to address health issues in their communities. To achieve this, according to the Healthcare Triple Aims, three elements need to be addressed simultaneously – improving patient experience of care, improving the health of populations and reducing the per capita cost of healthcare. There is already evidence that good patient experience is associated with improved safety & quality, better health outcomes and for the private sector, even higher hospital profitability.
How did your experience in the industry lead to the establishment of Energesse?
After over 20 years experience across clinical medicine, technology and innovation, Energesse was founded in 2012 upon the realisation that the health industry was in great need of change – in favour of patients and its ‘customer’. We learned that there was a great need for deeper expertise and data technologies in Australia to improve the patient experience and customer experience for organisations in the health and care sectors. Our expert team has since grown internationally to serve organisations that genuinely aim to deliver and exceed the needs of patients, consumers and customers. We have introduced new technology systems such as MES Experience from the UK NHS as well as Patient Experience Training programs to help managers and healthcare professionals to build their capability and achieve better outcomes in this area.
Can you tell us about the My Experience Matters survey that is being launched at Westmead and Auburn hospitals?
The My Experience Matters survey uses cutting-edge feedback technology, allowing staff to instantaneously analyse patient experiences in their hospitals. Questions cover areas important to patients such as care and kindness, involvement in care, pain, cleanliness, and access to care. The survey has been rolled-out to some wards at Westmead and Auburn hospitals, allowing patients to provide their feedback via hospital iPad or online.
How will the contents of the survey be utilised to improve the patient experience at these hospitals?
The results of patient surveys are delivered in real-time which means that front line staff are able to action them immediately. The technology utilised also helps analyse patient emotions i.e. how patients feel about their care. The insights and comments are then used to inform how improvements can be made at front -line level and reports are aggregated across the hospitals and health district to advise on more strategic improvements as well.
Are there any presentations at the Improving the Patient Experience Conference that you are looking forward to seeing and why?
I’m interested in hearing the presentations from Alison Verhoeven and Henry Cutler as they will share some of their perspectives on future trends and economics of patient experience and choice, which is fundamental to health service delivery.