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: |

NPS – Thoughts on its use in a health setting

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. What is the Net Promoter Score? The Net Promoter Score is when someone is asked to rate, on a scale of 1-10, what the likelihood is they would recommend the service they experienced to friends or family. This scale is broken down into promoters [...]

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, [...]