{"id":356,"date":"2022-04-11T15:31:10","date_gmt":"2022-04-11T15:31:10","guid":{"rendered":"https:\/\/internationalforum.bmj.com\/sydney\/?p=356"},"modified":"2022-07-05T15:13:26","modified_gmt":"2022-07-05T15:13:26","slug":"e2-learning-from-consumer-experience","status":"publish","type":"post","link":"https:\/\/internationalforum.bmj.com\/sydney\/2022\/04\/11\/e2-learning-from-consumer-experience\/","title":{"rendered":"E2: Learning from consumer experience"},"content":{"rendered":"<p><strong>Tuesday 26 July 2022 | 13:15-14:30<\/strong><\/p><br><p><em>Format:\u00a0<\/em><i>Presentation<\/i><br><em>Stream:\u00a0<\/em><i>Person and Family-Centred Care<\/i><br><em>Content filters:\u00a0<\/em><i>tbc<\/i><\/p><br><p><strong>(Part One): Exceptional Experience for Everyone &#8211; Using Metrics to Lead Change<\/strong><\/p><br><p>Providing an exceptional experience for our patients and their families is a goal of all clinicians and health providers. This presentation outlines the St Vincent\u2019s Health Australia journey, the nation\u2019s largest not-for-profit health network, towards an exceptional patient experience. We will share the \u2018St Vincent\u2019s Experience\u2019 strategy and show how measuring the right things has taken us from average to world-leading.\u00a0\u00a0<\/p><br><p>All clinicians and health providers strive to provide an exceptional experience for patients and their families. This presentation outlines the journey of St Vincent\u2019s Health Australia \u2013 the nation\u2019s largest not-for-profit health network \u2013 towards an exceptional patient experience. We will share the \u2018St Vincent\u2019s Experience\u2019 strategy and show how measuring the right things has taken us from average to world-leading.\u00a0<\/p><br><p><a href=\"https:\/\/internationalforum.bmj.com\/sydney\/2022\/02\/18\/jane-evans\/\">Jane Evans<\/a>, St Vincent\u2019s Health; Australia<\/p><br><p><a href=\"https:\/\/internationalforum.bmj.com\/sydney\/2022\/02\/18\/kylie-preece\/\">Kylie Preece<\/a>, St Vincent\u2019s Health; Australia<\/p><br><p><strong>(Part Two): Real-time patient feedback and improved patient experience<\/strong><\/p><br><p>Improving patient care experience is integral to improving the overall care delivery. Learn how the Peter MacCallum Cancer Centre uses real-time patient feedback to deliver more proactive, personalised, and value-driven healthcare. The Peter MacCallum Cancer Centre has implemented this tool to capture feedback from over 500 patients to understand their experience of care and service.<\/p><br><p><a href=\"https:\/\/internationalforum.bmj.com\/sydney\/2022\/02\/18\/kylie-thitchener\/\">Kylie Thitchener<\/a>, Peter MacCallum Cancer Centre; Australia<\/p><br><p><strong>(Part Three): Applying a taxonomy for patient complaints in a New Zealand regional hospital<\/strong><\/p><br><p>Patient complaints are a valuable source of information about the quality and safety of healthcare systems; however, they are generally addressed in an individualised way. To enable patient complaints to drive quality and safety improvement, a standardised method of categorising complaints is required. Reader, Gillespie, and Robers (2014) created such a taxonomy. Our study applies this system to patient complaints in a regional hospital in New Zealand and discusses implications for quality and safety improvement in this setting. This presentation will enable delegates to gain an understanding of the value of patient complaints data, and how it can be used to improve healthcare systems in a systematic way.\u00a0<\/p><br><p><a href=\"https:\/\/internationalforum.bmj.com\/sydney\/2022\/02\/18\/apurva-kasture\/\">Apurva Kasture<\/a>, Taranaki District Health Board; New Zealand<\/p><br><br><p><\/p><br>","protected":false},"excerpt":{"rendered":"<p>Tuesday 26 July 2022 | 13:15-14:30Format:\u00a0PresentationStream:\u00a0Person and Family-Centred CareContent filters:\u00a0tbc(Part One): Exceptional Experience for Everyone &#8211; Using Metrics to Lead ChangeProviding an exceptional experience for our patients and their families is a goal of all clinicians and health providers. This presentation outlines the St Vincent\u2019s Health Australia journey, the nation\u2019s largest not-for-profit health network, towards [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-356","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/internationalforum.bmj.com\/sydney\/wp-json\/wp\/v2\/posts\/356","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/internationalforum.bmj.com\/sydney\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/internationalforum.bmj.com\/sydney\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/internationalforum.bmj.com\/sydney\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/internationalforum.bmj.com\/sydney\/wp-json\/wp\/v2\/comments?post=356"}],"version-history":[{"count":0,"href":"https:\/\/internationalforum.bmj.com\/sydney\/wp-json\/wp\/v2\/posts\/356\/revisions"}],"wp:attachment":[{"href":"https:\/\/internationalforum.bmj.com\/sydney\/wp-json\/wp\/v2\/media?parent=356"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/internationalforum.bmj.com\/sydney\/wp-json\/wp\/v2\/categories?post=356"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/internationalforum.bmj.com\/sydney\/wp-json\/wp\/v2\/tags?post=356"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}