8th October 2015

Improving Patient Sentiment and Experience

Social Health Online Facts

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3-4% of internet users have posted their experiences with healthcare service providers or treatments.

72% of internet users say they looked online for health information within the past year

One in 5 internet users have consulted online reviews & rankings of healthcare service providers & treatments.

42% health social media users look for consumer reviews

Source: Health Fact Sheet 2014, PewResearchCenter

Social Health Online Facts (Cont.)

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Lagging Patient Experience indicators with a cycle time to information as long as 8-12 weeks.

Business Problem

Patient Discharged Sends survey Prepare results Sends to Hospital Analyse & Report Action Plans

Challenges

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» Inexperience and prioritization challenges in understanding competitive landscape for patient engagement

Limited 360 View of Patient Experience 

Cumbersome IT (data) systems and insufficient data points

Did not give the hospital competitive advantage & did not help them in maximizing their re-imbursements.

Hospitals LACK understanding of strategic drivers influencing overall patient engagement with to pull out system inability to pull out key insights from Govt. mandated Patient Satisfaction & Quality Surveys

Parameters Organization Use To Measure Overall Improvement In Patient Experience

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Government mandated surveys (e.g., HCAHPS Scores)

Patient Satisfaction/ Experience Surveying

Calls Made to Patients/ Caretakers After Discharge

Bedside Surveys/Instant Feedback During Rounding

Patient/Family Advisory Committee

Patient/Family Member Focus Groups or Individual Interviews 29%

32%

42%

70%

80%

86%

Source: Google

Why Is Patient Experience Important?

Experience matters to

patients & their families

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Patient care experience is

linked to clinical quality

Patient centred-care,

patient experience & quality all go hand-in-hand

Patient experience is

good for business.

Source: Washington Health Alliance: Your Voice Matters 2014

Solution

• As Government adopts Pay for Performance, all hospitals have a STRONGER MOTIVATION to improve their CMS Patient Satisfaction & Patient Care Scores

• To fix the problem, there needs to be a transition to leading indicators that gives a PROACTIVE view of patient experience concerns as they happen. The hospital system could tap into Social Media, Rating / Rankings, Websites, Blogs in near real-time to tap into voice of the customer.

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EHR/EMR/Billing/ Department data

Govt Sites/ Rankings

Patient Survey

Comprehensive or Holistic Data Coverage

As they happenHospital

Saama Patient Sentiment and Experience Solution

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Core Business Impact

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Real time score on customer/patient levels

Addresses patient care issues & patient suggestions

Addresses the entire patient care value enabling the client to achieve dramatically improved HCAHPS score

Improved overall patient care value chain

Learn More Contact Us

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Gartner logo source - www.gartner.com

Our patient Experience Solution has been recently recognized by Gartner in 2 separate Gartner Hype Cycle Reports

To Learn more about our Patient Experience solutions, follow the link below :http://www.saama.com/industries/healthcare/patient-experience-insights/

Learn how Saama can help your healthcare businesshttp://www.saama.com/contact-us/