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Enhancing Patient Experiences and Processes in Healthcare: Strategies for Change

This initiative led by Dr. Heather Buchan focuses on improving patient experiences and processes within healthcare. Key strategies include fostering team collaboration, embracing systems thinking, and ensuring doctors' involvement. By redesigning care processes across various departments and utilizing educational and marketing levers for change, the program aims to enhance the capability to implement sustainable improvements. Measurement and accountability are vital to demonstrate progress and share innovations that benefit patient care across health services.

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Enhancing Patient Experiences and Processes in Healthcare: Strategies for Change

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  1. The Story So Far…. John Peoples, Business Support Dr Heather Buchan, Quality Branch Dept of Human Services

  2. Is about………………… • Improving your patient’s experiences • Improving your patient processes • Providing opportunities teams to enhance capability to implement change • Improve processes within & between health services

  3. Critical Success Factors • Real commitment to implementing change • Real ownership of the change • Building the capability to deliver change • Sharing innovation and experience • Demonstrating the improvement through measurement

  4. Challenges • Changing ways of thinking to systems thinking • Viewing processes from a patient perspective • Doctors involvement • Momentum & Motivation • Demonstrating improvement through measurement • Learning lessons from failure and success • Sustainability

  5. Dr Heather Buchan

  6. Patient processes cross many boundaries organisational/departmental boundaries Process of care • Designing Care links with the work of: • Patient Management Taskforce • Emergency Demand Project Team • Acute – In-patient services • Sub Acute & P.C.P’s

  7. Common themes Redesign Processes for Elective Patients: • Outpatients clinic processes • Admission processes • Theatre processes

  8. Common themes Redesign Processes for General Medical/Elderly Patients: • From Emergency Departments • Assessment processes • Referral processes • Interface processes

  9. Levers for Change • Educational • Epidemiological • Marketing • Behavioural • Social Interaction • Organisational • Regulation Beliefs & Evidence in Changing Clinical Practice.Grol, R.BMJ

  10. “ Much is know about how to improve healthcare, but too little is used.” Don Berwick, I.H.I

  11. Opportunity • Collaboration • Benchmarking process improvement • Sharing Strategies to Implement Change Within & Between Health Services • Learn from Experience

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