measuring success in healthcare
DESCRIPTION
This presentation will focus on how outcomes and major issues in the National Health Services (NHS UK) are measured using patient and staff experiences. It will also describe how latest technologies are being utilized to measure success in these areas.TRANSCRIPT
©2014 DLMann, all rights reserved
Measuring Success
In Healthcare
Darrell Mann
Paul Howarth
©2014 DLMann, all rights reserved
NHS Diagnosis “The Trust failed to listen to
patients' concerns, the board did
not review the substance of
(patient) complaints and (staff)
incident reports were not given
the necessary attention.
The Trust's board was found to
be disconnected from what was
actually happening in the
hospital” Robert Francis QC
“This review found that providers
and commissioners are struggling to
understand and take full advantage
of the enormous and very rich set of
data available on quality” Sir Bruce
Keogh
“Quantitative targets and financial
goals should not override protection of
patients from harm... all NHS staff
should raise concerns to their
colleagues and superiors and be
welcomed in so doing.
It requires culture change and therefore
countless, consistent and repeated
messages and deeds over a period of
years.” Professor Don Berwick
“...patients often felt too
frightened to complain,
while those that did
encountered a wall of
defensiveness, when they
only wanted an explanation,
and evidence that failings
would not be repeated.”
Dame Julie Mellor
“...complaints should be
regarded as gold dust...
...Chief executives need to take
responsibility for signing-off
complaints...
...Trust boards should scrutinise
all complaints and evaluate what
actions should be taken; a board
members with responsibility for
whistle-blowing should be
accessible to staff.” Ann Clwyd
MP
Review on NHS Staff
Engagement –or lack of it !
Professor Chris Ham CEO
Kingsfund
£11,000,000 report
into mid staffs
©2014 DLMann, all rights reserved
Computers allow us to measure all the easy stuff.
“so let’s measure ALL the patient experiences”
©2014 DLMann, all rights reserved
Please rank your
experience on the 1
to 9 scale. Your input
will help us improve
our service.
There are only two things wrong with the way we use patient experience to
measure the performance of the NHS: 1) What we measure; 2) How we
measure it.
Measuring The Real NHS
©2014 DLMann, all rights reserved
It’s very clever isn’t
it? Is this where I
press for a ‘9’?
Please rank your
experience on the 1
to 9 scale. Your input
will help us improve
our service.
Measuring The Real NHS
There are only two things wrong with the way we use patient experience to
measure the performance of the NHS: 1) What we measure; 2) How we
measure it.
©2014 DLMann, all rights reserved
It’s very clever isn’t
it? Is this where I
press for a ‘9’?
Please rank your
experience on the 1
to 9 scale. Your input
will help us improve
our service.
If memory serves,
when I press this
button, they smile and
leave me alone again.
Measuring The Real NHS
There are only two things wrong with the way we use patient experience to
measure the performance of the NHS: 1) What we measure; 2) How we
measure it.
©2014 DLMann, all rights reserved
It’s very clever isn’t
it? Is this where I
press for a ‘9’?
Please rank your
experience on the 1
to 9 scale. Your input
will help us improve
our service.
If memory serves,
when I press this
button, they smile and
leave me alone again.
The best way to improve the
service would be to use the
money spent on these iPads
to do something useful
Measuring The Real NHS
There are only two things wrong with the way we use patient experience to
measure the performance of the NHS: 1) What we measure; 2) How we
measure it.
©2014 DLMann, all rights reserved
There is comfort in data.
Data ‘proves’.
©2014 DLMann, all rights reserved
“63% of patients would recommend this hospital to a friend”
“Last year only 61% of patients would recommend the hospital.
Things are moving in the right direction. We are getting better.”
And yet…
©2014 DLMann, all rights reserved
©2014 DLMann, all rights reserved
The Big Data Conundrum
More Data Does Not Mean More Needles
Garbage in, garbage out.
More garbage in, more garbage out.
©2014 DLMann, all rights reserved
The Whole Truth
Tangible, ‘good’ reasons. Data.
Really easy to capture.
Intangible, ‘real’ reasons. Narrative.
Difficult to capture.
It’s very clever
isn’t it? Is this
where I press for
a ‘9’?
If memory serves,
when I press this
button, they smile
and leave me alone
again.
©2014 DLMann, all rights reserved
Level 1:
Quantitative
Big Data Analytics Capability Model
©2014 DLMann, all rights reserved
Level 1:
Quantitative
Typical accuracy:
~50%
Big Data Analytics Capability Model
©2014 DLMann, all rights reserved
Level 1:
Quantitative
Level 2:
Qualitative
‘Word-
Count’
Typical accuracy:
~50% ~60%
Big Data Analytics Capability Model
©2014 DLMann, all rights reserved
Acquiring Narrative Data
Analysis
Algorithm
Social media
Patient Opinion
Sites
email traffic
user/staff
fora
“meaningful,
actionable
insight”
©2014 DLMann, all rights reserved
©2014 DLMann, all rights reserved
5.0 out of 5 stars Efficient, 25 April 2014
This review is from: Philips Sonicare HX6731/02 HealthyWhite
Deluxe Rechargeable Toothbrush (Personal Care)
The first brush proved to be faulty after two weeks; however, when I returned it, the replacement was sent straight away and I received it four days after sending in the original product. The Sonicare does an efficient job of cleaning my teeth and, best of all, the timer forces me to spend two and a half minutes on my brushing and polishing. Before I got the product I used to spend a cursory half a minute on my morning and evening ritual; I have currently noticed a brighter smile and a cleaner feel to my teeth. Now I can follow my dentist's recommendation and won't feel guilty at my regular visits.
©2014 DLMann, all rights reserved
Level 1:
Quantitative
Level 2:
Qualitative
‘Word-
Count’
Qualitative:
Ambiguated
Signifiers
Qualitative:
Semantic
Qualitative:
Relativism
Level 6:
Limbic
Levels 3, 4, 5
Level 7:
Prescient
Level 8:
tba
Typical accuracy:
~50% ~60% 65-85% 90-96% 99% 99.9%
Big Data Analytics Capability Model
©2014 DLMann, all rights reserved
5.0 out of 5 stars Efficient, 25 April 2014
This review is from: Philips Sonicare HX6731/02 HealthyWhite
Deluxe Rechargeable Toothbrush (Personal Care)
The first brush proved to be faulty after two weeks; however, when I returned it, the replacement was sent straight away and I received it four days after sending in the original product. The Sonicare does an efficient job of cleaning my teeth and, best of all, the timer forces me to spend two and a half minutes on my brushing and polishing. Before I got the product I used to spend a cursory half a minute on my morning and evening ritual; I have currently noticed a brighter smile and a cleaner feel to my teeth. Now I can follow my dentist's recommendation and won't feel guilty at my regular visits.
Level 2 capability will tell you this consumer is happy. Level 7 will tell you: a) This person is very naïve, an ‘innocent’ b) Impulsive c) Needs to see data to be convinced d) Is actually quite angry e) That there’s a significant ‘clean faster’ innovation opportunity f) Probably won’t buy a Sonicare next time
©2014 DLMann, all rights reserved
“My daughter got this in the mail!” the man said. “She’s still in
high school, and you’re sending her coupons for baby clothes
and cribs? Are you trying to encourage her to get pregnant?”
Two days later: “I had a talk with my daughter,” he said. “It
turns out there’s been some activities in my house I
haven’t been completely aware of. She’s due in August. I
owe you an apology.”
Level 1:
Quantitative
Quantitative analysis of 25 products that, when
analyzed together, allow Target to assign each shopper
a “pregnancy prediction” score, estimating due date to
within a small window, so they could send coupons
timed to very specific stages of her pregnancy.
Level 1: knows she’s pregnant before
the rest of the family know
©2014 DLMann, all rights reserved
Level 2:
Qualitative
‘Word-
Count’
Level 2: knows whether to send an
promotion material or not
Level 6:
Limbic
Level 6: knows the girl hasn’t told her
parents yet
Big Data Analytics Capability Model
Level 7:
Prescient
Level 7: is able to inform the girl how
best to break the news
©2014 DLMann, all rights reserved
Priority #1
“Total Privacy”
“Don’t Cause Harm”
‘Delete All’ kill-switch
One-Strike And You’re Out
©2014 DLMann, all rights reserved
Analysis of Emotional Content of Patient Experiences
At RBA Taunton And Somerset
©2014 DLMann, all rights reserved
Word Cloud : Attitudes
RGC Whipps Cross University Hospital RBA Taunton and Somerset
©2014 DLMann, all rights reserved
©2014 DLMann, all rights reserved
Analysis of Patients Perception of Staff Attitude At
RBA Taunton And Somerset FT
©2014 DLMann, all rights reserved
©2014 DLMann, all rights reserved
PanSensics
A Brand New Real-World
Measurement Capability…
…with an 18 year development
& validation history across every
Industry domain and problem type
©2014 DLMann, all rights reserved
What Would
You Measure If
You Could
Measure
Anything?
Trust? Morale? Empathy? Engagement?
Fear? Good will? Bullying?
Authenticity?
©2014 DLMann, all rights reserved
Consumer Trust
(spoken/actual)
Consumer Loyalty
(spoken/actual)
Risk
Consumer Goodwill Reserve
Shareholder Mood
Engagement Stress Creativity Energy
Authenticity
Popularity
©2014 DLMann, all rights reserved
Market Volatility
Customer Change Pulse Rate
Under/Over Served Customer
Unmet Customer Needs
Unarticulated Needs
Stated Customer Loyalty
Competitor Effectiveness
Blue Ocean Ratio
Customer EQ
‘Share Of Wallet’
ADD YOUR OWN
Sales Risk
Sales Resilience
Sales Effectiveness
Efficiency
Agility
Change Readiness
ADD YOUR OWN
Customer Engagement
Customer Trust
Goodwill Reserve
Brand Authenticity
Actual Loyalty
Customer Promiscuity
Resonance
‘Share Of Mind’
‘Recommend To Friend’ Index
Inter-Generational Connection
ADD YOUR OWN
Trust/Fear
Engagement
Goodwill
Creativity
Amenability To Change
Persistence
Authenticity
Coherence
Passion
ADD YOUR OWN
Outward Facing Dashboard Design Drop-Down Menu Defaults
tangible intangible
internal
external
©2014 DLMann, all rights reserved
patient compliance
No matter what healthcare
professionals try and do, overall
compliance rates stubbornly find
themselves converging somewhere
around the 50% level.
Irrespective, it turns out, of the severity
of the condition the patient is suffering
from.
In more dramatic terms, 50% of
patients would rather succumb to a
life-threatening condition than
remember to take their medication.
Autonomy
Belonging
Competence
M eaning
Learned
Helplessness
©2014 DLMann, all rights reserved
‘Did Not Attend’s
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Frustration Map – GP Appointments
Customer
Intangible
Needs
under - served
over - served
Customer Tangible Needs
under - served over - served
caring
advice
convenience efficiency
flexibility cost
risk
control
respect
thoroughness
privacy
competence
©2014 DLMann, all rights reserved
“see how
I’m in
control?”
“you take
control”
Result: 40% reduction in DNAs
©2014 DLMann, all rights reserved
Live
Dashboard
Levers
Trends &
Patterns
Drill-Down/
Analysis
Auto-
Suggestions
Prognostics
Weak Signal
Detection
helping to support the construction and validation of
messages and strategies that will influence the dial readings
helping to build understanding about the meaning of
the dial readings
helping to plot long term dashboard reading patterns
in order to establish patterns and directions
once the dashboard has been calibrated to run analyses,
and uncover trends, it becomes possible for the system to
‘feed-forward’ and make predictions on the imminent future
giving leaders a vital ‘2-second-advantage’
company suggestion schemes are notoriously difficult to
sustain. PanSensics in effect helps leaders to extract
actionable ‘unspoken suggestions’
in fast moving industries, often by the time trends have
been identified, it is too late to do anything about them.
fully calibrated PanSensic systems allow organisations to
spot the weak signals that representing pre-trends
PanSensics® Downstream Opportunities
©2014 DLMann, all rights reserved
Rethinking The NHS with PanSensics:
1) Pre-Identification Of Patient Attitudes
The vast majority of negative opinions come from a tiny minority of patients.
A couple of simple narrative questions during routine communication
activities prior to bringing a patient into hospital for a scheduled
operation would clearly reveal the intangibles that drive that patient’s
behaviours, propensity to complain, or to provide genuinely positive
feedback of their experience.
©2014 DLMann, all rights reserved
Rethinking The NHS with PanSensics:
2) Pre-Identification Of Dementia
Oftentimes, by the time the first tangible signs of dementia are detected, considerable undo-able damage and
distress has been caused.
By capturing some of the pre-conscious, intangible, emotional
elements of everyday speech, it is possible to detect the onset of
dementia (and other degenerative diseases for that matter) much
earlier than is possible than by merely using tangible conscious
feedback mechanisms.
©2014 DLMann, all rights reserved
If memory serves,
when I press this
button, they smile and
leave me alone again.
The proven science of capturing the ‘unspoken’,
behaviour-driving perceptions of customers
PanSensicReality. Insight. Meaning.
Achieved by capturing the narrative nuances quantitative surveys ignore.
Metaphors, Thinking Styles, Logical Contradictions, Life-Stage.
Keyword Ontologies + Semantic Contextual Relevance Engine.
Locating the stuff that sits in the space between the lines.
©2014 DLMann, all rights reserved
everything we believe is about
challenging status quos
turning every stone
sparking meaningful solutions
we do it by
uncovering the fundamentals
running towards paradox
embracing complexity
we are PanSensics
the only science
of reading between the lines
company on the planet
Future. Understood.
©2014 DLMann, all rights reserved
METAPHOR CONTRADICTION
RELATIONSHIP CONTEXT
THINKING STYLE LIFE-STAGE
5 Elements Of Truth
TRUTH
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The Human Brain….
….prediction engine
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~0.5seconds
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PanSensic – Making Sense From Bottom Up
METAPHOR CONTRADICTION
RELATIONSHIP CONTEXT
THINKING STYLE LIFE-STAGE
TRUTH
Authenticity
= f { }
©2014 DLMann, all rights reserved
surface metaphors
metaphor themes
root
metaphors
“money down the drain”
“drowning in debt”“the bank froze my assets”
MONEY IS LIKE LIQUID
RESOURCE
Metaphor…
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Customer Advertising Messaging
JupiterMu – Root Metaphor Analytics
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Co-Design Build/
Connect Trial
Proof/
ROI
PanSensics® Build Process
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informed decisions
from real input
Design The
Questions
Capture The
Stories
Organise
Map The
Relationships
Between
Uncover The
Conflicts
Resolve
©2014 DLMann, all rights reserved
17 years
600 academic papers & books
4 million case studies
100s of returning MNC, NGO & SME clients
Billions of dollars of top-line benefit
Millions of dollars of bottom line savings
80 people
22 countries
Ready to help you make sense of your world.