patient experiencecx13
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Patient Experience and Person-Centred Care
Naomi Norman, Customer Experience Consultant, SMS Management & Technology
The Experience of Being Patient A �
∧
The Experience of Being Patient A �
∧ Stage
Channels
Clinic Consultation Tests Diagnosis
Initial Schedule Post-operative check-ups
Phone Appointment Booking
Confirm schedule Book anaesthetist
Check visiting hours
Confirm post-care schedule
Enquiries
Online Pre-admissions forms
Experience survey
Payment
Hospital Reception In-patient admission
Pre-operative waiting room Preparation room Theatre Recovery
Patient’s Room Meals Physiotherapy Rounds Medications
Specialist consultation Pharmacy fulfilment Discharge interview
Paper History form Pre-admission forms
Consent form Discharge forms Bill Reminders
Diagnosis Planning Admission Treatment Stay Discharge Post-
treatment care
Billing
Emotion
C N N C C N C N
ABS Patient Experience Survey
Australian Bureau of Statistics Patient Experience Survey 2011-2012
8% 12% Don’t listen Not respectful
Dependable
Transparent
Personal
Professional
Empathic
Characteristics Frameworks
Where to start?
Design the whole experience, not just the treatment
Think like a service industry
Design the Whole Experience
Not Just The Treatment
Design the Whole Experience
Emotion
Stage
Channels
Clinic Consultation Tests Diagnosis
Initial Schedule Post-operative check-ups
Phone Appointment Booking
Confirm schedule Book anaesthetist
Check visiting hours
Confirm post-care schedule
Enquiries
Online Pre-admissions forms
Experience survey
Payment
Hospital Reception In-patient admission
Pre-operative waiting room Preparation room Theatre Recovery
Patient’s Room Meals Physiotherapy Rounds Medications
Specialist consultation Pharmacy fulfilment Discharge interview
Paper History form Pre-admission forms
Consent form Discharge forms Bill Reminders
Emotion
Diagnosis Planning Admission Treatment Stay Discharge Post-
treatment care
Billing
C N N C C N C N
DOES IT MATTER?
Patient Experience
Satisfaction Perceived Quality
Compliance w. Treatment
Clinical Effectiveness
Pat
ien
t E
xp
erie
nce
C l i n i c a l O u t c o m e s
Non-clinical Experience Design
Non-clinical Experience Design
Non-clinical Experience Design
Non-clinical Experience Design
Non-clinical Experience Design
Think like a service industry
It’s the little touches…
Like Life
Face
bo
ok
like
s
M o r t a l i t y r a t e
Hospital Quality Satisfaction Facebook Likes
Life
funds
Government Care
Provider Person w. Disability
The funding trail
funds purchases
Self-directed care
Design the whole experience, not just the treatment
Think like a service industry
To turn this
Into this
Life
Naomi Norman Customer Experience Consultant SMS Management and Technology nnorman@smsmt.com @naomirnorman
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