How Do We Revitalise our Broken, Fragmented System Into a Sustainable and Integrated One?

How Do We Revitalise our Broken, Fragmented System Into a Sustainable and Integrated One?

Dr Avnesh Ratnanesan (Avi)CEOEnergesse

Patient-Centred Healthcare. Experienced. Differently.

Customer Analytics and Insights

Patient-Centred Strategy and Innovation

Patient Experience Solutions

Introduction

3Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group

Agenda

The State of the Australian Healthcare ‘Ecosystem’ Major Challenges from White Paper Future Solutions for Healthcare Transform Service/Business Models via Customer & Patient

Centricity Learnings and Recommendations


Understanding the Healthcare ‘Ecosystem’

Federal Government State Government &Public Hospitals

Patient/Consumer

Not-for-Profit

Aged Care

Research & Academia

Private Sector – PC & Hospitals

© 2015 Energesse


Journey through ecosystem is interdependent

Federal Government State Government &Public Hospitals

Eleanor

Not-for-Profit

Aged Care

Research & Academia

Private Sector – PC & Hospitals

© 2015 Energesse


Thought Leaders Across Health Ecosystem

The State of Australian Healthcare

8Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse

6thAustralia — Health Outcomes


OECD Health Expenditure


Australia — Well-Being Outcomes

45th


Health Sustainability – Cost Growth

Major Challenges in Australian Healthcare


Epidemics of Modern Lifestyles


Grattan Institute Report, adapted from The Conversation 24 April 2013

© 2015 Energesse

Rising Costs of Medical Complexity


Inequities in Access to Care

© 2015 Energesse

16Transforming the Customer Experience in Healthcare © 2015 Energesse and Palladium Group© 2015 Energesse and Palladium Group

6 Major Challenges Leading to a Self-Propagating “Vicious Cycle”


Opportunities for Solutions


Address the 6 Challenges and Transform the Vicious Cycle into a Virtuous Cycle

© 2015 Energesse



Align Funding with Vision

© 2015 Energesse


Comparative Cost-Effectiveness across Healthcare


Focus on Prevention and Well-being (Reduce hospitalisations)

© 2015 Energesse


Enhance Trust to Integrate Care across Pathways and Stakeholders


Most Important Reform by 2020

© 2015 Energesse

Change how success is incentivised: Provider Activities ≠ Patient Outcomes


Case Study : GP Clinic — “Did Not Attend’s” (DNA’s)

© 2015 Energesse


Patient Emotion AnalysisFrustration Map – GP Appointments

© 2015 Energesse

CustomerIntangible

Needs

Under-served

Over-served

Customer Tangible Needs

Under-servedOver-served

caring

advice

convenience efficiency

flexibilitycost

risk

controlrespect

thoroughness

privacy

competence


Changing the Pathway: Patient-Centric Appointment-Setting

© 2015 Energesse

“See how I’m in control?”

“Now you take control”

Result: 40% reduction in DNAs


Patient/Customer Experience - Lead indicator of Performance

Analysing Emotions and Frustrations

National Frustration Trend% Customer Emotional Response


Map Frustrations to Customer/Patient Pathway

Identify Safety & Quality Issues Early via front line perspective


Patient Reported Outcomes in Hospitals

© 2015 Energesse

www.hscic.gov.uk/proms

Health Analytics & Insights – Major Capability Focus

Cost ($)

Time

Cost Savings + Improved ROI

70-80% 20-30%

Research Data Implement Projects Analyse

Insights Develop

Strategies

Improved Insights - Understand WHY


Case Studies : Patient-Centred Health Systems

© 2015 Energesse

Canterbury

Multi Purpose Service Agencies

(Rural Australia)

http://www.kingsfund.org.uk/sites/files/kf/field/field_publication_file/quest-integrated-care-new-zealand-timmins-ham-sept13.pdf


Principles for Sustainable, Patient Centred CarePrinciples Indicative Frameworks and

ToolsInsights (Research/Data)

1. Define Vision, Strategy and Objectives

Stakeholder Co-CreationBalance Scorecard

Patient & Customer OutcomesActivity & Efficiency metrics

2. Understand Patient Experience (PX) Across Eco-system

Patient Journey Mapping (Functional and Emotional)

Stakeholder and Patient Feedback & Surveys

3. Align Leadership, Culture and Change Management

Co-creation platforms to assess mindsets and engage patients in design and decision-making

Patient InsightsStaff AttitudesEngagement Surveys

4. Implement Systems and Capabilities for PX

Understand and close gaps in data/insights/implementation

Surveys and Responsive tools for Multi-channels (e.g., Call Centres, Social Media)

5. Adapting Strategies from Ongoing Insights

Balance ScorecardCustomer Innovation Design Tools

Management insightsSubject Matter ExpertsFinancial metrics

6. Apply PX to Products, Services & Programs

Customer Innovation Design ToolsLean StartupInternal Communications Processes

Performance metrics for channels, products and services.

© 2015 Energesse


1. Consider holistic Health Ecosystem, rather than own silo

2. Use patient-centred strategies to drive transformation

3. Measure and incentivise outcomes, rather than activity, where possible

4. Grow capability in customer/patient analytics & insights for more cost-effective solutions to problems

5. Patient experience - lead indicator of performance

Key Learnings

© 2015 Energesse

For a complimentary copy

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How Do We Revitalise our Broken, Fragmented System Into a Sustainable and Integrated One?

Data & Analytics