Patient Centered Care and Patient Engagement are fast becoming buzzwords in healthcare, particularly as the belts continue to tighten and health institutions choose to invest in things that really matter.
As a leading firm that specialises in the field of patient experience and health innovation, we at Energesse decided to launch a Patient Experience Channel, to complement the Patient Experience Australia LinkedIn Group that launched in 2015.
Both initiatives were driven by the need for Australian healthcare professionals to connect, communicate and educate each other on how to diagnose, improve and monitor patient experience. They also provide very practical tips based on learnings and strategies implemented by practitioners around Australia and overseas.
For this first episode of the Patient Experience Channel, I had a conversation with Bernadette Brady, consultant and trainer with PartneringwithPatients. Bernadette and I are highly passionate about helping hospital and healthcare implement simple measures to transform healthcare to the way it should be – thinking about patients first.
In summary, some of the key learnings we highlighted are:
1. Enable patients to take control of their care and be in charge – ask them how they would like to be treated e.g. times they would want to be seen in hospital.
2. Clinicians should change from a ‘to’ mentality, to a ‘with’ mentality, when it comes to treatment program
3. Committees with patient representatives should have at least two of them on it, to ensure voices are heard
4. Learn to manage risk with patient choices – e.g. allowing early discharge from hospital even if there is a risk to patient staying at home – manage that.
5. The most effective solutions to transform care are simple – Every clinician should introduce themselves first. And always SMILE (when appropriate).
6. Celebrate success in Safety and Quality (rather than just focusing on negative events).
7. Consider the SECOND VICTIM ie. clinicians may need care and some protection too, especially when a bad experience occurs.
8. Know the difference between treating the disease and treating the person, the latter should come first.
9. Walk through the wards as if you were a patient one day – how does it feel and what observations about your environment have you made?
I’d love to hear your feedback on Episode 1 – content, length, quality, etc – what other topics around Patient Care would you like to hear about? Are there any experts in this field you’d like to hear from? Let me know and we’ll see what we can do to serve you…