Comparing initial and follow-up responders to a New Zealand patient experience survey

  I want to draw attention to a study recently published in the New Zealand Medical Journal on non-response bias to a national hospital inpatient experience survey run using Cemplicity technology.  The study was conducted by Michael Thomson, Megan Pledger, Richard Hamblin, Jackie Cumming and Essa Tawfiq (2018) and can be read in full here. Response rates is one of the most common topics of discussion we have with clients. Getting a good response rate to a survey is critical for two reasons. Firstly, to ensure the sample size of respondents is large enough to be statistically reliable. Secondly, to ensure the results are representative of the universe that has been surveyed.   However, there is [...]

November 12th, 2018|Categories: Thought Leadership|

Moving forward with Southern Cross Health Society

Some years ago, Southern Cross Health Society embarked on a journey to enable each of their 850,000 members to provide feedback about their quality of life and health experiences. Not only did they intend to capture the feedback from every patient, but to share that feedback across a broad network of specialities with over 1,000 providers, in a way that drives improved outcomes for patients. Inspired by their ambition, Cemplicity set about making this vision a reality. It wasn't easy - Southern Cross provided us with a number of member and user stories, which outlined how they wanted each key [...]

November 8th, 2018|Categories: Thought Leadership|

Under the hood part 2 – Just like Turner & Hooch

I really like buddy cop films. You know the ones - two mavericks who have always gotten results by doing things their own way are teamed up. Riggs & Murtaugh, Tango & Cash, Angel & Butterman. Maybe they rub each other the wrong way at first, but in the end they crack the case, get the killer, defuse the bomb. And they learn a little bit about each other on the way. That's a pretty good description of how the dev team gets things done at Cemplicity, usually with less friction and far fewer car chases. Last time my [...]

November 6th, 2018|Categories: IT Leadership|

Under the Hood Part 1 – Prioritising work

There's a wall in the Cemplicity office behind where the development team sits that is covered in Post-Its. Every post-it represents a new feature, configuration change or, occasionally, bug that has been analysed, built and deployed to our production systems. It's a monument to the achievements of our small, but mighty, team. Like many organisations that take an agile approach, we are continually experimenting with new ways of getting the work done. In this series of posts, my co-owner and I will describe the process we currently use, how we got here and why it might work for you [...]

October 26th, 2018|Categories: IT Leadership|

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 collecting patient feedback. Paper that needs to be printed and put out in reception or posted to patients in the mail. Paper that patients have to physically hand back to those involved in their [...]

October 17th, 2018|Categories: Thought Leadership|

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.  [...]

October 3rd, 2018|Categories: Thought Leadership|

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 [...]

September 27th, 2018|Categories: Thought Leadership|

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|

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|

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|

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, [...]

September 4th, 2018|Categories: Life at Cemplicity, Thought Leadership|

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|

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: |

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|

Welcome to Cemplicity, North Western Melbourne PHN

In Australia, Primary Health Networks have been established to increase the efficiency and effectiveness of medical services for patients within their region.  They focus on patients who are higher at risk and work towards providing them the treatment they need when they need it. North Western Melbourne PHN has identified eight priority areas of activity, one of these is mental health which is the area we are working with them on to improve their services. Cemplicity are working with KPMG and North Western Melbourne Primary Health Network to survey patients receiving Primary Mental Health Services.  These services are a combination [...]

August 5th, 2018|Categories: Company News|

Evolving the Friends and Family Test (Part 1)

Many of Cemplicity’s clients and colleagues in Australia, New Zealand and Ireland look to the NHS as the exemplar of a patient centred health service. It was therefore with great excitement I packed up the family and moved to the UK to become both a patient of the system and to join the UK patient-reported measures industry. As a patient, it’s evident in every interaction that we are partners in the system (even if services aren’t always easy to access). The right to express your opinion of a service is deeply ingrained. I’m sure the wide coverage of the Friends [...]

July 30th, 2018|Categories: Thought Leadership|Tags: |

Patient stories – ‘evidence not anecdote’

It’s a fascinating experience to become a patient of a different health system. Having recently moved to the UK from New Zealand, I’ve discovered this first hand. The pride UK citizens have in the NHS was apparent in the last Olympic Games. I’ve never come across a public institution so valued by its people. Perhaps reflecting this close relationship, the NHS was one of the first health systems globally to recognise the importance of patients’ experiences of care, and that systematic patient feedback can result in harm reduction and improved outcomes. The NHS introduced the Friends and Family Test (FFT) [...]

July 23rd, 2018|Categories: Thought Leadership|

Patient experience a top driver in US hospital tech investment

Perspective on the EY Future of Health Survey 2018. Something that caught my eye out of the US last week was EY’s most recent Future of Health Survey. In this US survey of 2,455 consumers, 152 clinicians and 195 executives, EY sought to understand how people think digital technologies will improve overall population health and which strategic initiatives are the priority. Among the findings, the survey found that 91% of US healthcare businesses have undertaken or plan to undertake a technology initiative to improve the patient experience in the next 12 months. This is a startlingly high figure and shows [...]

July 2nd, 2018|Categories: Thought Leadership|

Can PROMS save lives?

I spend much of my time talking to clinicians and hospital managers about the benefits of asking patients about their own health through PROMs programmes. However, we also encounter scepticism that, by enabling patients to rate their own health, better outcomes will be achieved. A new study, Basch (2017 pp.197-198)1, shines a clear light on the fact it is not whether you should implement PROMs, it’s how you implement it that will have the impact. Frustrated frontline teams who understand the value of patient feedback yet who cannot secure the budget or management attention for PROMs need look no further [...]

June 21st, 2018|Categories: Thought Leadership|

Observations on an Ireland Healthcare Summit

Day 1 at the Future Health Summit. Always great to get out of the office and hear people from across the Irish health sector talk about what is going well and what isn’t. What I particularly enjoy about this conference is the inspiring speakers from other European countries. As several people emphasised, it isn’t about copying other health systems but is about learning from them. Personally, copying Serbia’s EHR and Outpatient management system implementation wouldn’t be such a bad thing. Waiting lists gone (and an example of superb project management). Something I’m interested to find out more about is how [...]

Lots in common in the Commonwealth – CHOGM

I’ve just spent a very interesting three days attending the Commonwealth Heads of Government Meeting (abbreviated to CHOGM) here in London, bringing together heads of state and a wide variety of interest groups, discussing a range of topics. As the UK looks to re-establish ties beyond Europe with Brexit fast approaching, this CHOGM seemed to have special significance for all attending - a sense of reconnecting and perhaps rediscovering the relevance and role of the Commonwealth in the 21st century. What was apparent in all sessions, was the clear divide between developed and developing Commonwealth nations in terms of challenges [...]

April 23rd, 2018|Categories: Life at Cemplicity, Thought Leadership|

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|

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|

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|

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|

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 patient experiences not just understanding

People who know Cemplicity, know that our concern is to improve patient experience 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 [...]

August 29th, 2017|Categories: Thought Leadership|Tags: |

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: , |

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 [...]

A care experience that left me reflecting

Two things happened to me recently that typify the inspiration and frustrations that are the health sector. A couple of months ago, I had the opportunity to sit for 4 quiet long days in the general surgery ward of one of our public hospitals, supporting my ill mother. It was a rare chance to spend 11 hours each day observing the flow of people and services through the ward. For a number of years now Cemplicity has been striving to capture patient experience feedback and bring this alive for hospitals so they take action to improve. Sitting with my mother, [...]