Watch the 30-minute re-play with Anita Hodge, National Manager of Patient Reported Experience and Outcomes, and discover how Healthscope increased patient trust by 65% and NPS by 25% 💕
Stepping off a plane from sunny Sydney to the lush landscapes of Northern Ireland on family visit, Anita took time out to join the Northern Ireland healthcare community in Belfast as part of the NHS Confederation’s NICON conference and a 30-minute webinar at the Adoreboard office.
Click below to watch on Youtube or read on for a roundup👇.
Anita’s journey and purpose is about bridging innovations for better patient care and outcomes. Her focus remains clear: putting patients at the centre of care.
Healthscope boasts over 600,000 admissions a year, collecting vast amounts of patient data through surveys post-discharge. Anita highlights the challenge: how to sift through this data effectively.
Anita emphasises the importance of listening to patients and ensuring every employee feels valued in this journey.
Listen, Distil and Act
Anita explains that half of the surveyed patients provide comments, ready to share their stories. Using tools like Qualtrics to collect their data, Healthscope delves into these narratives to foster actionable change. They use Adoreboard to enable them to focus on understanding patient emotions, which are crucial since 80% of decisions are emotionally driven.
Emotion’s Role in Patient Experience
From pre-admission to post-discharge, each stage of the journey is crucial. Healthscope’s approach ensures they tap into genuine emotions:
- Pre-Admission: Setting expectations.
- During Stay: Real-time care enhancements.
- Post-Discharge Reflection: Insightful feedback.
By reflecting on their experience, patients often reveal the true emotional impact of their journey.
Anita explains how understanding emotions can lead to identifying what differentiates a “good” from an “exceptional” experience. What moves an NPS from an 8 to a 9?
What makes an eight turn into a nine? Sometimes it’s just resolving a ‘but’ in their feedback.
Enhancing Healthcare with AI
Sitting on the DELL Technologies AI panel, a key theme discussed at the NHS Confederation conference was how artificial intelligence can facilitate sifting through extensive data to transform insights into action.
While AI presents opportunities, Anita cautions that patient consent and understanding are vital. When employing AI for predictive insights, the focus should be on enhancing rather than replacing human interaction.
Anita envisions a future where AI unburdens staff from manual data analysis, freeing them to prioritise patient care.💕
Cultural Foundation of Patient Trust
Trust is fundamental in healthcare. Anita highlights the role of clear communication, collaboration, and transparency in building this trust, especially during errors.
Do everything as if the the patient is on your shoulder.
By consistently reflecting on patient stories during staff meetings, Healthscope reinforces a culture centred on patient care.
Looking Ahead: The Predictive Potential of AI
Healthscope leverages Adoreboard’s Emotion-AI predictive insights to anticipate patient needs. By refining their approach, they’re seeing significant improvements in patient satisfaction rates, with net promoter scores reaching enviable highs.
At the heart of these changes is fostering a culture where every staff member understands their role in enhancing the patient experience.
This empowerment is best achieved through storytelling, not just numbers.
Patient truth is about storytelling, not statistics.
Final Thoughts
As Anita prepares to return to Australia, her visit has reaffirmed the core of healthcare: empathy, trust, and exceptional care. By harnessing the power of technology and embracing the voice of patients, healthcare systems worldwide can continue to evolve, improve and share knowledge.
