engaging the 'patient' in patient experience surveying
DESCRIPTION
Clients and family members are credible and powerful sources of information when trying to understand the quality of care we provide in the Saskatoon Health Region. By having a trained patient advisor actually go and speak to the patients about their experience, we are getting never before seen response rates, and a wealth of meaningful quantitative and qualitative data from which to base our improvement efforts on.TRANSCRIPT
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Engaging the ‘Patient’ in Patient Experience
Surveying
Health Care Quality Summit 2014
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Why measure the patient experience?
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The facts about positive patient experiences…
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Trouble with Traditional Methods
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Time for a new approach
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Our Process• PFAC
• Staff awareness and support
• Collaboration
• Script development & advisor coaching
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An advisor’s perspective
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Behind the Scenes
• Surveys are faxed to HQC
• Surveys are processed by Teleform (an image recognition software program)
• HQC analysts run an automated analysis on the survey responses and create reports
• Within a few days, email indicating we can access survey results online
• Posted on Neurosciences Visibility Wall
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Neurosciences Visibility Wall
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Lessons Learned
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Spread
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Where to from here? Options for Patient Experience Surveying in Saskatchewan