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The importance of patient reported outcome measures – How Southern Cross are normalising patient feedback.

Southern Cross Health Society (SCHS), a member owned friendly society, is New Zealand’s largest health insurer, with over 850,000 members. Last year, it paid $830 million in health insurance claims – more than $2 million every day — which is well over 70 per cent of the country’s health insurance claims overall. SCHS has a proud history of supporting Kiwis’ health and wellbeing. They know that supporting members means closely understanding the health outcomes expected from treatment and listening to their experiences as patients. When SCHS wanted to build up their approach to gathering and acting on patient feedback, they [...]

April 10th, 2018|Categories: Case Study|0 Comments

The Evolution of Customer Success: Its Journey in SaaS So Far

Thoughts on Customer Success: The Journey So Far We live in an on-demand, subscription-based world. Customers now have more power than ever and technologies have become increasingly integrated and immersive in our everyday lives. Simply delivering a product that customers are willing to pay for is no longer enough. You’ve got to continually prove to the customer that they’re making the right choice by doing business with you. Customers want to achieve their desired outcome and receive the appropriate experience during interactions with your company. That’s why more and more companies — including Cemplicity — have refocused efforts to strengthen [...]

March 27th, 2018|Categories: Customer Success stories|0 Comments

Getting patient feedback in real-time. New Zealand Artificial Limb Services journey to providing a patient-centered healthservice

The New Zealand Artificial Limb Service (NZALS) provides a critical health service to enable people with artificial limbs to live independent and productive lives. They care for over 4,400 people through five city-based Limb Centres and 14 regional clinics throughout New Zealand. Their vision is to offer a whole-of-life, world-class service. Crucial to achieving this vision is the recognition that every patient is different. People don’t walk in and take a new limb off the shelf; each new limb is made for each person individually. What’s more, enabling a person to live a good life with an artificial limb is [...]

February 22nd, 2018|Categories: Case Study|0 Comments

Patient centred healthcare through the eyes of a very special man

This morning I had the good fortune to be in Sydney at a breakfast held by our partner, KPMG, discussing what it is to create an ‘extraordinary patient experience’.  Of course this is our bread and butter and the type of discourse that fills the table at lunchtime in Cemplicity HQ.  Today was just that little bit different though, as we had the real privilege to listen to someone who knows all about patient centred healthcare and the patience it sometimes takes being a patient. In 2012, Matthew Ames woke up one morning with a sore throat.  He was a [...]

February 11th, 2018|Categories: Thought Leadership|0 Comments

Industry News

We are constantly seeing changes in the world of healthcare and patient experience. Below are our top picks of articles highlighting major developments in our industry over the past month. We always love hearing about what our clients are doing and are excited to follow this journey with the New Zealand Artificial Limb Service to provide their patients with more prosthetic options. New Zealand research project explores new design directions for future 3D printed prosthetics The potential for technology to improve the healthcare industry seems limitless with Apple's latest announcement to enable everyone to store personal health records on our [...]

February 7th, 2018|Categories: Thought Leadership|0 Comments

Brief Reflections On The Year That Was

Last year saw tremendous changes at Cemplicity as we shot off around the globe in search of health services to transform.  Ireland lodged itself deeply into our heart with our first international National programme, a period of work that necessitated us understanding a new health system while gaining real appreciation of Guinness as Joyce would have drunk it.  Vitamin B, after a project that triumphs with a 51% response rate, is quite necessary when you find yourself in the Emerald Isle.  Delicious. Blaik, thinking he’s drinking like James Joyce There’ll be plenty more Irish stories to come this year – [...]

January 30th, 2018|Categories: Life at Cemplicity|0 Comments

The importance of communication for a successful national patient experience programme

In recent months we have been heads down, tails up delivering an inpatient experience programme across 40 public hospitals in Ireland. It would have to have been one of the most interesting projects we have worked on and there are several aspects worth mentioning. One of our first observations is the importance of an effective communication strategy. The first key audience is the participating hospitals, from senior leaders and quality teams to the front-line staff, so they know what is happening, why and what their role is in a successful project. The second audience is the patients – they are [...]

It’s about improving not just understanding

People who know Cemplicity, know that our concern is to improve patient satisfaction of care, not just to measure patient experiences. We know that technology itself does not bring about better experiences for patients; it’s an important enabler but it’s what our clients do with the feedback that matters. This is a big reason we often work in partnership with skilled advisors like KPMG and the Picker Institute – so that the work doesn’t stop with measurement and the true value of the patient reported feedback can be extracted. Recently, we read a Kings Fund paper looking at the long-term [...]

August 29th, 2017|Categories: Thought Leadership|0 Comments

Thoughts on the use of NPS

Often, even before a client talks to us, they will have chosen their research model and the overall rating question that drives much of their reporting and analysis. Private companies frequently dictate the use of  Net Promotor Score (NPS) model although it isn't as common for our public sector clients who may prefer an ‘Experience’ model. People who have come into the Health sector from commercial companies sometimes assume that the surveys they ran in other sectors are automatically the right choice for patient experience feedback. I'll often suggest that they think about two factors before making their mind up [...]

August 28th, 2017|Categories: Thought Leadership|Tags: , |0 Comments

The national inpatient experience programme in Ireland; survey closes and the work begins

After years of evidence gathering and preparation and several months very hard work, the Ireland Government has delivered what we regard as the most successful inpatient experience programme ever run. Working with Picker Institute Europe, the programme management (representing three different Government departments and agencies), adopted what can only be regarded as a Gold Standard approach to their first national programme. Over 27,000 patients were invited to give feedback; every single patient discharged from 40 public hospitals across the country. In this initial programme, only paper surveys were used. While this added significant cost to the programme it also ensured [...]