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Measuring success in Healthcare
The document discusses the challenges faced by NHS trusts in listening to patient feedback and highlights the need for a cultural change within healthcare to prioritize patient safety over financial targets. It emphasizes the importance of capturing qualitative data and understanding patient experiences to improve healthcare services, rather than relying solely on quantitative metrics. The text also presents the concept of 'pansensics' as a method to gauge unspoken patient sentiments and drive meaningful improvements in service delivery.
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Measuring success in Healthcare
- 1. ©2014 DLMann, allrights reserved Measuring Success In Healthcare Darrell Mann Paul Howarth
- 2. ©2014 DLMann, allrights reserved NHS Diagnosis “The Trust failed to listen to patients' concerns, the board did not review the substance of (patient) complaints and (staff) incident reports were not given the necessary attention. The Trust's board was found to be disconnected from what was actually happening in the hospital” Robert Francis QC “This review found that providers and commissioners are struggling to understand and take full advantage of the enormous and very rich set of data available on quality” Sir Bruce Keogh “Quantitative targets and financial goals should not override protection of patients from harm... all NHS staff should raise concerns to their colleagues and superiors and be welcomed in so doing. It requires culture change and therefore countless, consistent and repeated messages and deeds over a period of years.” Professor Don Berwick “...patients often felt too frightened to complain, while those that did encountered a wall of defensiveness, when they only wanted an explanation, and evidence that failings would not be repeated.” Dame Julie Mellor “...complaints should be regarded as gold dust... ...Chief executives need to take responsibility for signing-off complaints... ...Trust boards should scrutinise all complaints and evaluate what actions should be taken; a board members with responsibility for whistle-blowing should be accessible to staff.” Ann Clwyd MP Review on NHS Staff Engagement –or lack of it ! Professor Chris Ham CEO Kingsfund £11,000,000 report into mid staffs
- 3. ©2014 DLMann, allrights reserved Computers allow us to measure all the easy stuff. “so let’s measure ALL the patient experiences”
- 4. ©2014 DLMann, allrights reserved Please rank your experience on the 1 to 9 scale. Your input will help us improve our service. There are only two things wrong with the way we use patient experience to measure the performance of the NHS: 1) What we measure; 2) How we measure it. Measuring The Real NHS
- 5. ©2014 DLMann, allrights reserved It’s very clever isn’t it? Is this where I press for a ‘9’? Please rank your experience on the 1 to 9 scale. Your input will help us improve our service. Measuring The Real NHS There are only two things wrong with the way we use patient experience to measure the performance of the NHS: 1) What we measure; 2) How we measure it.
- 6. ©2014 DLMann, allrights reserved It’s very clever isn’t it? Is this where I press for a ‘9’? Please rank your experience on the 1 to 9 scale. Your input will help us improve our service. If memory serves, when I press this button, they smile and leave me alone again. Measuring The Real NHS There are only two things wrong with the way we use patient experience to measure the performance of the NHS: 1) What we measure; 2) How we measure it.
- 7. ©2014 DLMann, allrights reserved It’s very clever isn’t it? Is this where I press for a ‘9’? Please rank your experience on the 1 to 9 scale. Your input will help us improve our service. If memory serves, when I press this button, they smile and leave me alone again. The best way to improve the service would be to use the money spent on these iPads to do something useful Measuring The Real NHS There are only two things wrong with the way we use patient experience to measure the performance of the NHS: 1) What we measure; 2) How we measure it.
- 8. ©2014 DLMann, allrights reserved There is comfort in data. Data ‘proves’.
- 9. ©2014 DLMann, allrights reserved “63% of patients would recommend this hospital to a friend” “Last year only 61% of patients would recommend the hospital. Things are moving in the right direction. We are getting better.” And yet…
- 10. ©2014 DLMann, allrights reserved
- 11. ©2014 DLMann, allrights reserved The Big Data Conundrum More Data Does Not Mean More Needles Garbage in, garbage out. More garbage in, more garbage out.
- 12. ©2014 DLMann, allrights reserved The Whole Truth Tangible, ‘good’ reasons. Data. Really easy to capture. Intangible, ‘real’ reasons. Narrative. Difficult to capture. It’s very clever isn’t it? Is this where I press for a ‘9’? If memory serves, when I press this button, they smile and leave me alone again.
- 13. ©2014 DLMann, allrights reserved Level 1: Quantitative Big Data Analytics Capability Model
- 14. ©2014 DLMann, allrights reserved Level 1: Quantitative Typical accuracy: ~50% Big Data Analytics Capability Model
- 15. ©2014 DLMann, allrights reserved Level 1: Quantitative Level 2: Qualitative ‘Word- Count’ Typical accuracy: ~50% ~60% Big Data Analytics Capability Model
- 16. ©2014 DLMann, allrights reserved Acquiring Narrative Data Analysis Algorithm Social media Patient Opinion Sites email traffic user/staff fora “meaningful, actionable insight”
- 17. ©2014 DLMann, allrights reserved
- 18. ©2014 DLMann, allrights reserved 5.0 out of 5 stars Efficient, 25 April 2014 This review is from: Philips Sonicare HX6731/02 HealthyWhite Deluxe Rechargeable Toothbrush (Personal Care) The first brush proved to be faulty after two weeks; however, when I returned it, the replacement was sent straight away and I received it four days after sending in the original product. The Sonicare does an efficient job of cleaning my teeth and, best of all, the timer forces me to spend two and a half minutes on my brushing and polishing. Before I got the product I used to spend a cursory half a minute on my morning and evening ritual; I have currently noticed a brighter smile and a cleaner feel to my teeth. Now I can follow my dentist's recommendation and won't feel guilty at my regular visits.
- 19. ©2014 DLMann, allrights reserved Level 1: Quantitative Level 2: Qualitative ‘Word- Count’ Qualitative: Ambiguated Signifiers Qualitative: Semantic Qualitative: Relativism Level 6: Limbic Levels 3, 4, 5 Level 7: Prescient Level 8: tba Typical accuracy: ~50% ~60% 65-85% 90-96% 99% 99.9% Big Data Analytics Capability Model
- 20. ©2014 DLMann, allrights reserved 5.0 out of 5 stars Efficient, 25 April 2014 This review is from: Philips Sonicare HX6731/02 HealthyWhite Deluxe Rechargeable Toothbrush (Personal Care) The first brush proved to be faulty after two weeks; however, when I returned it, the replacement was sent straight away and I received it four days after sending in the original product. The Sonicare does an efficient job of cleaning my teeth and, best of all, the timer forces me to spend two and a half minutes on my brushing and polishing. Before I got the product I used to spend a cursory half a minute on my morning and evening ritual; I have currently noticed a brighter smile and a cleaner feel to my teeth. Now I can follow my dentist's recommendation and won't feel guilty at my regular visits. Level 2 capability will tell you this consumer is happy. Level 7 will tell you: a)This person is very naïve, an ‘innocent’ b)Impulsive c)Needs to see data to be convinced d)Is actually quite angry e)That there’s a significant ‘clean faster’ innovation opportunity f)Probably won’t buy a Sonicare next time
- 21. ©2014 DLMann, allrights reserved “My daughter got this in the mail!” the man said. “She’s still in high school, and you’re sending her coupons for baby clothes and cribs? Are you trying to encourage her to get pregnant?” Two days later: “I had a talk with my daughter,” he said. “It turns out there’s been some activities in my house I haven’t been completely aware of. She’s due in August. I owe you an apology.” Level 1: Quantitative Quantitative analysis of 25 products that, when analyzed together, allow Target to assign each shopper a “pregnancy prediction” score, estimating due date to within a small window, so they could send coupons timed to very specific stages of her pregnancy. Level 1: knows she’s pregnant before the rest of the family know
- 22. ©2014 DLMann, allrights reserved Level 2: Qualitative ‘Word- Count’ Level 2: knows whether to send an promotion material or not Level 6: Limbic Level 6: knows the girl hasn’t told her parents yet Big Data Analytics Capability Model Level 7: Prescient Level 7: is able to inform the girl how best to break the news
- 23. ©2014 DLMann, allrights reserved Priority #1 “Total Privacy” “Don’t Cause Harm” ‘Delete All’ kill-switch One-Strike And You’re Out
- 24. ©2014 DLMann, allrights reserved Analysis of Emotional Content of Patient Experiences At RBA Taunton And Somerset
- 25. ©2014 DLMann, allrights reserved Word Cloud : Attitudes RGC Whipps Cross University Hospital RBA Taunton and Somerset
- 26. ©2014 DLMann, allrights reserved
- 27. ©2014 DLMann, allrights reserved Analysis of Patients Perception of Staff Attitude At RBA Taunton And Somerset FT
- 28. ©2014 DLMann, allrights reserved
- 29. ©2014 DLMann, allrights reserved PanSensics A Brand New Real-World Measurement Capability… …with an 18 year development & validation history across every Industry domain and problem type
- 30. ©2014 DLMann, allrights reserved What Would You Measure If You Could Measure Anything? Trust? Morale? Empathy? Engagement? Fear? Good will? Bullying? Authenticity?
- 31. ©2014 DLMann, allrights reserved Consumer Trust (spoken/actual) Consumer Loyalty (spoken/actual) Risk Consumer Goodwill Reserve Shareholder Mood Engagement Stress Creativity Energy Authenticity Popularity
- 32. ©2014 DLMann, allrights reserved Market Volatility Customer Change Pulse Rate Under/Over Served Customer Unmet Customer Needs Unarticulated Needs Stated Customer Loyalty Competitor Effectiveness Blue Ocean Ratio Customer EQ ‘Share Of Wallet’ ADD YOUR OWN Sales Risk Sales Resilience Sales Effectiveness Efficiency Agility Change Readiness ADD YOUR OWN Customer Engagement Customer Trust Goodwill Reserve Brand Authenticity Actual Loyalty Customer Promiscuity Resonance ‘Share Of Mind’ ‘Recommend To Friend’ Index Inter-Generational Connection ADD YOUR OWN Trust/Fear Engagement Goodwill Creativity Amenability To Change Persistence Authenticity Coherence Passion ADD YOUR OWN Outward Facing Dashboard Design Drop-Down Menu Defaults tangible intangible internal external
- 33. ©2014 DLMann, allrights reserved patient compliance No matter what healthcare professionals try and do, overall compliance rates stubbornly find themselves converging somewhere around the 50% level. Irrespective, it turns out, of the severity of the condition the patient is suffering from. In more dramatic terms, 50% of patients would rather succumb to a life-threatening condition than remember to take their medication. Autonomy Belonging Competence M eaning Learned Helplessness
- 34. ©2014 DLMann, allrights reserved ‘Did Not Attend’s
- 35. ©2014 DLMann, allrights reserved Frustration Map – GP Appointments Customer Intangible Needs under - served over - served Customer Tangible Needs under - served over - served caring advice convenience efficiency flexibility cost risk control respect thoroughness privacy competence
- 36. ©2014 DLMann, allrights reserved “see how I’m in control?” “you take control” Result: 40% reduction in DNAs
- 37. ©2014 DLMann, allrights reserved Live Dashboard Levers Trends & Patterns Drill-Down/ Analysis Auto- Suggestions Prognostics Weak Signal Detection helping to support the construction and validation of messages and strategies that will influence the dial readings helping to build understanding about the meaning of the dial readings helping to plot long term dashboard reading patterns in order to establish patterns and directions once the dashboard has been calibrated to run analyses, and uncover trends, it becomes possible for the system to ‘feed-forward’ and make predictions on the imminent future giving leaders a vital ‘2-second-advantage’ company suggestion schemes are notoriously difficult to sustain. PanSensics in effect helps leaders to extract actionable ‘unspoken suggestions’ in fast moving industries, often by the time trends have been identified, it is too late to do anything about them. fully calibrated PanSensic systems allow organisations to spot the weak signals that representing pre-trends PanSensics® Downstream Opportunities
- 38. ©2014 DLMann, allrights reserved Rethinking The NHS with PanSensics: 1) Pre-Identification Of Patient Attitudes The vast majority of negative opinions come from a tiny minority of patients. A couple of simple narrative questions during routine communication activities prior to bringing a patient into hospital for a scheduled operation would clearly reveal the intangibles that drive that patient’s behaviours, propensity to complain, or to provide genuinely positive feedback of their experience.
- 39. ©2014 DLMann, allrights reserved Rethinking The NHS with PanSensics: 2) Pre-Identification Of Dementia Oftentimes, by the time the first tangible signs of dementia are detected, considerable undo-able damage and distress has been caused. By capturing some of the pre-conscious, intangible, emotional elements of everyday speech, it is possible to detect the onset of dementia (and other degenerative diseases for that matter) much earlier than is possible than by merely using tangible conscious feedback mechanisms.
- 40. ©2014 DLMann, allrights reserved If memory serves, when I press this button, they smile and leave me alone again. The proven science of capturing the ‘unspoken’, behaviour-driving perceptions of customers PanSensic Reality. Insight. Meaning. Achieved by capturing the narrative nuances quantitative surveys ignore. Metaphors, Thinking Styles, Logical Contradictions, Life-Stage. Keyword Ontologies + Semantic Contextual Relevance Engine. Locating the stuff that sits in the space between the lines.
- 41. ©2014 DLMann, allrights reserved everything we believe is about challenging status quos turning every stone sparking meaningful solutions we do it by uncovering the fundamentals running towards paradox embracing complexity we are PanSensics the only science of reading between the lines company on the planet Future. Understood.
- 42. ©2014 DLMann, allrights reserved METAPHOR CONTRADICTION RELATIONSHIP CONTEXT THINKING STYLE LIFE-STAGE 5 Elements Of Truth TRUTH
- 43. ©2014 DLMann, allrights reserved The Human Brain…. ….prediction engine
- 44. ©2014 DLMann, allrights reserved ~0.5seconds
- 45. ©2014 DLMann, allrights reserved PanSensic – Making Sense From Bottom Up METAPHOR CONTRADICTION RELATIONSHIP CONTEXT THINKING STYLE LIFE-STAGE TRUTH Authenticity = f { }
- 46. ©2014 DLMann, allrights reserved surface metaphors metaphor themes root metaphors “money down the drain” “drowning in debt” “the bank froze my assets” MONEY IS LIKE LIQUID RESOURCE Metaphor…
- 47. ©2014 DLMann, allrights reserved Customer Advertising Messaging JupiterMu – Root Metaphor Analytics
- 48. ©2014 DLMann, allrights reserved Co-Design Build/ Connect Trial Proof/ ROI PanSensics® Build Process
- 49. ©2014 DLMann, allrights reserved informed decisions from real input Design The Questions Capture The Stories Organise Map The Relationships Between Uncover The Conflicts Resolve
- 50. ©2014 DLMann, allrights reserved 17 years 600 academic papers & books 4 million case studies 100s of returning MNC, NGO & SME clients Billions of dollars of top-line benefit Millions of dollars of bottom line savings 80 people 22 countries Ready to help you make sense of your world.