Patient Experience

Similar to customer experience, Patient Experience is defined as  “the sum of all interactions, shaped by an organisation’s culture, that influence patient perceptions across the continuum of care”.

The state of patient experience is growing stronger every day because the impact it has grown stronger. It remains a top priority and reinforces the point that the patient and their experience – the quality of their outcomes, the safety of their environment, the service they are provided – must be and should remain central to our healthcare conversation.

This is about the choice of where an organisation and its leadership sets its strategy and invests its resources.

Patient experience is a key priority with the rollout of NDIS and new regulatory frameworks for aged and acute care. Pubic opinion matters and now patients and customers are getting choice and they will vote with their feet.  If your organisations is not embracing patient experience and  using patient journey maps to start identifying critical points on the patient journey, you need to start.

Leadership and culture are significant motivators rather than mandates or requirements, with recognition of the impact of patient/family voice and caregiver engagement

Role of patient experience leaders and use of a formal definition on the rise

Patient experience recognised as an integrated effort that drives clear and measurable outcomes

Patient experience remains a top priority, with a focus on employee engagement as a central driver in experience efforts

Engagement of patient and family voice is on the rise

Purposeful leadership and a strong culture are seen as critical in achieving great patient experience

Staff development and culture change efforts are top areas of investment with an increasing focus on patient and family engagement

Experience in health

We work with healthcare providers to deliver a superior patient experience, this means we work on key strategic initiatives to drive patient outcomes.

Elevating the importance of experience across all care settings

Generating, collecting and sharing ideas and proven practices within our health systems

Engaging a broad range of voices and views

Putting patients, families and care partners first

Recognising the value of the entire healthcare team

Governance and benchmarking performance

Continual improvement

Empathy training

Reinforcing experience encompasses quality, safety, service, cost, and outcomes

Patient-Reported Outcome Measures (PROMs) are questionnaires which patients complete. They ask for the patient’s assessment of how health services and interventions have, over time, affected their quality of life, daily functioning, symptom severity, and other dimensions of health which only patients can know. PROMs promise to fill a vital gap in our knowledge about outcomes and about whether healthcare interventions actually make a difference to people’s lives.