Patient Experience Day One: Wednesday, 30 September 2020


Dr Sianna Panagiotopoulos, Manager, Office for Research at Austin Health

Dr Sianna Panagiotopoulos

Manager, Office for Research
Austin Health

10:30 am - 11:00 am Keynote Presentation: The Power of Relational Capability: Partnering with Patients, Carers and Staff to Continuously Improve Quality and Safety as an Organisation

Safety as an Organisation The Clinical Excellence Commission (CEC) is committed to providing leadership in quality and safety to improve healthcare for patients in NSW. A strategic priority for the CEC is to establish trusted and respectful relationships with patients, carers, families and staff that enables people to feel safe and amplifies their voice for improved quality and patient safety across NSW.

Learn about:
  • CECs approach to relational capability building, including the skills required for making and maintaining long-term relationships
  • How to create the conditions that foster trust and safety that enables relational skills to be practiced in a range of contexts and interactions
  • The relationship between the reliability and safety of healthcare, person-centred care and relational capabilities
Karen Patterson, Director of Capability and Culture at Clinical Excellence Commission

Karen Patterson

Director of Capability and Culture
Clinical Excellence Commission

11:00 am - 11:30 am Rolling-out a Patient Feedback Program to drive improvement and integration of healthcare across NSW

The NSW Agency for Clinical Innovation (ACI) is leading the co-design and implementation of the NSW Health Patient Reported Measures program – a key enabler of transforming systems towards value based healthcare by processing all data electronically and in realtime to improve outcomes and experiences.

As a World-leading program, learn how to:
  • Ensure ongoing co-design with clinicians and consumers, even after implementation, to ensure that the system is useful and fit-forpurpose
  • Overcome challenges in light of a major system transformation, including culture and behaviour challenges, ensuring a smooth transition to and ensuring effective use of the new IT system
  • Address data fatigue and the burden of more data as the transformation journey is ongoing
Melissa Tinsley, Manager, Clinical Information and Decision Support at Agency for Clinical Innovation

Melissa Tinsley

Manager, Clinical Information and Decision Support
Agency for Clinical Innovation

11:30 am - 12:00 pm Spotlight session Comp Now

12:00 pm - 12:30 pm Lessons Learned in Healthscope’s Early Adoption of a Real-Time Dashboard to Drive Quality Improvement at the Ward Level

In January 2018, Healthscope implemented the Australian Hospital Patient Experience Question Set (AHPEQS) survey tool across their 43 hospitals nationwide. The program has been hugely successful and they received over 107,000 completed responses from patients to date. Hear lessons learned in the early adoption of the AHPEQS at the ward level to drive continuous improvement in patient experience, including how to:

  • Prepare for a national roll out through staff and patient consultation and by conducting a roadshow of education workshops at each hospital
  • Customise interactive dashboards to allow nurse managers to view real-time quantitative and qualitative feedback from patients and make proactive changes to improve patient experience
  • Ensure clear and open communication at all levels from the ground up to the Executive and Board to ensure the successful roll out of AHPEQS across your network
Jeffrey Woods, National Patient Experience Manager at Healthscope Operations Pty Ltd

Jeffrey Woods

National Patient Experience Manager
Healthscope Operations Pty Ltd

Cathy Jones, National Manager Quality & Compliance at Healthscope Operations Pty Ltd

Cathy Jones

National Manager Quality & Compliance
Healthscope Operations Pty Ltd

12:30 pm - 1:00 pm Thinking Outside the Box: Is health system innovation really influenced by patient engagement?

Everyone is driven to improve patient engagement in healthcare, but is this really the solution to health system innovation? Paul will get us thinking outside the box to consider whether a revised approach to patient engagement is necessary to radically innovate and improve our health system.

Learn about:
  • Denmark’s unconventional healthcare system, which is based on the principles of free and equal access to healthcare for all citizens and is ranked as one of the best systems in the World
  • Evidence of the conundrum: Does customer input in the design and improvement of their systems truly transforms healthcare?
  • Maintaining an important balance of continuous improvement and the associated need for patient engagement with radical innovation in healthcare
Dr Paul Eleftheriou, Chief Medical Officer at Western Health

Dr Paul Eleftheriou

Chief Medical Officer
Western Health

1:00 pm - 1:30 pm How to Ensure Patient Centricity through the Collection and Application of Real-World Patient Data

Due to major advances in technology patients are often experts in their disease, yet the patient is rarely recognised as having a voice in a shared decision-making process in relation to their care. The collection of data from patients can also improve clinical care and patient outcomes, yet we currently have a system that is disconnected in its approach in how to best utilise and capture this data.

Hear how some Non-Government Organisations have formed collaborative alliances to progress these areas of concern with key decision makers, with a focus on:
  • Putting patients as the most important part in a healthcare system that demonstrates equity for all
  • Drawing on the experience of Australians living with health conditions via appropriate data collection
  • Embedding patients at every step of the policy making process
Sharon Winton, Chief Executive Officer at Lymphoma Australia

Sharon Winton

Chief Executive Officer
Lymphoma Australia

1:30 pm - 2:00 pm Case Study: Designing and Developing a selfcare app to help patients manage their own condition

Evidence shows that Type 2 diabetes can be prevented or delayed in up to 58% of cases. However, due to busy lifestyles and ignorance, people often fail to manage their dietary habits and physical activity appropriately. To help diabetic patients better manage their condition, Swinburne University of Technology collaborated with health professionals and patients at Northern Health, Victoria, to create a self-care App designed to be part of the lifestyle of diabetic patients.

Learn how the app is improving the lives of diabetic patients by:
  • Capturing key clinical and behavioural data to provide feedback to patients and enabling them to optimise self-management of their diet and activity
  • Allowing patients to view details of their blood glucose history over a given period, to plan and find new meals, to view recommended personalized exercises, and to learn more about being a diabetic
  • Enabling nurses and nutritionists to provide patients with targeted guidance based on the feedback data and assist patients with medication compliance
Dr John Zelcer, Senior Strategic Advisor at Murdoch Children’s Research Institute

Dr John Zelcer

Senior Strategic Advisor
Murdoch Children’s Research Institute

Data has the potential to provide improved clinical decision making and a superior patient experiences. However, while data seems to promise objectivity, the pursuant analysis is typically replete with subjective interpretation. This panel will discuss the fundamentals of ensuring the validity and objectivity of patient experience data and analysis.

Learn how to:
  • Choose sources of data for objectivity – including Patient Reported Outcome Measures (PROMS) and Patient Reported Experience Measures (PREMS) – and how you can build on PROMS and PREMS to contribute valuable and high quality data to clinicians
  • Be objective towards the data we already have while recognising bias in data
  • Justify adequate funding for specific data sources by eliminating the subjectivity in what sources of data are good sources of data
  • Engage patients to define relevant meaningful data and metrics from the patient’s perspective
Kerrie O’Leary, Healthcare Redesign Lead at NSW Health

Kerrie O’Leary

Healthcare Redesign Lead
NSW Health

Prof. Nilmini Wickramasinghe, Professor Digital Health & Deputy Director Iverson Health Innovation Research Institute at Swinburne University of Technology & Epworth HealthCare

Prof. Nilmini Wickramasinghe

Professor Digital Health & Deputy Director Iverson Health Innovation Research Institute
Swinburne University of Technology & Epworth HealthCare

Harry Iles-Mann, Patient/Consumer Advocate and Consumer Reference Lead at Australian Digital Health Agency

Harry Iles-Mann

Patient/Consumer Advocate and Consumer Reference Lead
Australian Digital Health Agency

Dr John Zelcer, Senior Strategic Advisor at Murdoch Children’s Research Institute

Dr John Zelcer

Senior Strategic Advisor
Murdoch Children’s Research Institute

Cathy Jones, National Manager Quality & Compliance at Healthscope Operations Pty Ltd

Cathy Jones

National Manager Quality & Compliance
Healthscope Operations Pty Ltd

2:30 pm - 3:00 pm Redesigning Atrial Fibrillation Management to Improve Patient Health Outcomes at the Royal Adelaide Hospital

Atrial fibrillation (AF) management has becoming highly complex, resulting in significant increases in healthcare utilisation for AF in hospitals. In order to improve patient outcomes, Royal Adelaide Hospital is redesigning AF management systems and processes to be better integrated and patient-centric.

Learn about the four major elements for redesign, including:
  • Active patient involvement in their care through patient education and instruction to empower patients to undertake selfmanagement
  • Ensuring a multi-disciplinary team approach to better coordinate care delivery and prevent fragmentation of care
  • How a comprehensive approach to care and the integration of eHealth and decision support technology by patients and healthcare providers is possible beyond AF management
Dr Jeroen Hendriks, Integrated Care Management - Cardiac Arrhythmias at University of Adelaide

Dr Jeroen Hendriks

Integrated Care Management - Cardiac Arrhythmias
University of Adelaide

3:00 pm - 3:30 pm NSW Health’s Multi-Pronged Approach to Improving Patient, Carer and Staff Experiences

As Albert Einstein, famously quoted: “The definition of insanity is to keep doing the same thing and expect different results”. Yet, this is what we tend to do. This session will outline an evolutionary and multi-pronged approach to improving the patient, carer and staff experience over as little as three months.

Learn about:
  • Why NSW Health chose to adopt a multipronged approach over a concentrated period of time
  • Co-designing innovative solutions with patients to deploy and expose attendees from the get-go, with immersive education and coaching during the roll out
  • The impact of education, which has been visceral and immediate and drove an overwhelming desire among staff to drive the roll out
Anne Marie Hadley, Chief Experience Officer at NSW Health

Anne Marie Hadley

Chief Experience Officer
NSW Health

Nerida Bell

Principal Project Officer - Patient Experience
NSW Health

3:30 pm - 4:00 pm Using Feedback from Observational Studies in Clinical Inpatient Units to Improve Delivery of Care at Central Coast Local Health District

Responding to the voice of our patients is vital to providing high quality healthcare. Therefore, when Central Coast Local Health District (CCLHD) received feedback from their patients that staff were spending more time on systems and process rather than at the bedside, they took action.

Hear how CCLHD used observational studies to:
  • Examine the impact of systems and processes on patient experiences, such as task management systems (e.g. CARPS and Junior Medical Officer (JMO), Census Task List) and handover of patient information processes
  • Explore threats for the delivery of high quality and safe patient care, such as duplication of documentation and inefficient medication dispensing
  • Ensure safe care delivery in the hospital at night through strategic workforce planning
Maya Smitran, Director Healthcare Improvement at Central Coast Local Health District

Maya Smitran

Director Healthcare Improvement
Central Coast Local Health District