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There isn’t a single patient voice that shouldn’t be heard.

Every now and then we come up against the argument that “you cannot use email for contacting patients about feedback”. We tend to hear this immediately following a story of an elderly relative who once refused to look at a smart phone. Though it is still a valid point. As a result of this, I often see providers reverting to a paper-first approach to contacting patients for feedback. Paper that needs to be printed and put out in reception or posted to patients in the mail. Patients then have to physically hand back that paper to those involved in their [...]

October 17th, 2018|Categories: Thought Leadership|0 Comments

Without patients there is no healthcare system. We must act for their sake.

As a starter for 10, who said the following about a healthcare system? “cause people often talk about being scared of change but for me I’m more afraid of things staying the same cause the game is never won by standing in any one place for too long” Actually, I don't think the writer was really talking about a healthcare system if I'm to be completely honest.  I’m sure he’s a patient occasionally, though I doubt he spends countless hours staying up late, cup of tea in hand, leafing through BMJ and thinking about the machinations of health policy.  Notwithstanding, [...]

October 3rd, 2018|Categories: Thought Leadership|0 Comments

Australian health service providers commit to a home-grown approach to measuring health service quality

Big changes are afoot in how Australians give feedback on their experiences as patients of local health services, moving away from the traditional US based patient feedback approaches. Partly, this shift is driven by the availability of a new high quality, locally developed survey. It's also a result of technology advances that are allowing providers to adopt a strong improvement methodology without sacrificing valuable benchmarking. Australian Hospital Patient Experience Question Set Led by the Australian Commission for Quality and Safety, a four year project involved Australians from every walk of life. The goal was to understand what matters most to Australians. Rather [...]

September 27th, 2018|Categories: Thought Leadership|0 Comments

The True Value of Patient Feedback

Why capture patient feedback on healthcare services? Here at Cemplicity, we specialise in helping healthcare organisations capture and use robust, actionable patient reported measures. We deliver simple service transformation programmes for small community providers, as well as large-scale, government led integrated care improvement projects. But how do we know capturing patient feedback has an impact? Are patient experience and clinical outcomes correlated? First, significant literature exists to support the impact of patient feedback on clinical outcomes and service efficiencies. A study by the Imperial College London, published in the BMJ in 2013, explored the link between patient experience, clinical safety and clinical [...]

September 21st, 2018|Categories: Thought Leadership|0 Comments

The SaaS Evergreen Advantage – Product Evolution

At Cemplicity, we’re a SaaS (Software-as-a-service) platform. There are many practical advantages for organisations to use SaaS including reduced cost-of-ownership, simple in-house IT capability requirements, low maintenance effort and a streamlined procurement process. I’m not going to talk about this well-documented list today but instead will focus on a more subtle and harder to quantify aspect often overlooked in the SaaS value discussion. So, what am I talking about then? A good SaaS platform is Evergreen; it's living and breathing, it learns, it evolves,  it even solves problems you might not know you have yet! A good product design helps [...]

September 21st, 2018|Categories: IT Leadership, Thought Leadership|0 Comments

Welcome to Cemplicity, Clarity a New Partner

Clarity are a Consultancy unlike any other. They deliver strategic and financially sustainable improvements at every service tier, from frontline to boardroom. They support organisations in the private and public sectors to create and embed innovation, unlock flow and create digital, cultural and process infrastructure that enables individuals and systems to perform at their full potential. www.ccal.co.uk Clarity have recently partnered with us to create the “Clarity, powered by Cemplicity” product. This product will enable us to work together to deliver robust, evidence based, transformational change programmes throughout the UK health and care sectors. It will complement the existing range of services [...]

September 13th, 2018|Categories: Company News|0 Comments

International Forum on Safety and Quality in Healthcare

Cemplicity alongside our partner, KPMG Australia, are sponsoring the International Forum on Safety and Quality in Healthcare in early September and I am fortunate to be attending. This is the first time this highly regarded BMJ/IHI-run conference has made its way to Australia so it's little wonder that the conference has sold out. The primary themes of the International Forum on Safety and Quality in Healthcare are Connect, Co-create and Communicate, specifically, how to empower people to make a difference. I am particularly looking forward to hearing from Don Berwick, one of the pioneers of patient experience globally. In fact, [...]

Welcome to Cemplicity, Mercy Radiology

Embedding their goal to be consumer-centric, Mercy Radiology have partnered with Cemplicity to capture the experience of patients who undergo a diagnostic scan at any Mercy facility in real time. Using questions developed by our partner, Point Research, patients will be asked what mattered most to them, how their experience was in relation to these areas and what Mercy did well or where they could improve in these areas. Survey responses from patients will remain anonymous unless a patient chooses to identify themselves when asked if they would like to be contacted by Mercy Radiology to discuss their feeback. Feedback [...]

August 27th, 2018|Categories: Company News|0 Comments

Why the FFT Question alone is not enough

Evolving the Friends and Family Test (Part 2) In my last Friends and Family Test (FFT) blog, I outlined the significant benefits of a digital first approach: reaching more people building bigger datasets reducing the burden on staff, and ensuring feedback reaches staff in a timely way. In this blog I want to talk about the FFT question itself, and why it isn’t enough. The FFT question – that is, a patient’s likelihood to recommend a service – is widely used across many industries. It’s regarded as a reliable proxy for customer or patient experience. Cemplicity field many surveys that [...]

August 19th, 2018|Categories: Thought Leadership|Tags: |0 Comments

Welcome to Cemplicity, InHealth

InHealth is the UK’s largest specialist provider of diagnostic and healthcare solutions. The NHS is one of their largest referrers who they work with to provide medical tests, scans and examinations quickly and to the highest standards of care. They offer Diagnostic Centres, Community Health Clinics and relocatable units which can act as an extension of hospitals. Integration with the NHS, CCGs and GPs is important for their success to allow systems to work together providing an overall improved service for the patients needing these services. With over 300 locations in the UK InHealth sees over 2 million patients annually [...]

August 7th, 2018|Categories: Company News|0 Comments