Speaker 1: Hey, I'm Hannah, and in this webinar, I'm going to show you how to measure patient satisfaction without the pitfalls. What I'm going to share in this webinar will help you become a better healthcare practitioner and better serve your patients. So my recommendation is to focus, switch off your social media, stop checking your emails and truly listen to the information and actions that I share with you. So you may be wondering, who am I? Well, I have a background in psychology. I use a human-centered approach with my team at Bell Vista Studios to help healthcare services like yours. And I also have my own story. My father was diagnosed with terminal cancer, and I had a lot of interaction with the healthcare industry. Through my experience, I saw the good and the bad in terms of the services that we received. We had really great practitioners supporting us, and we dealt with some really great organizations and services that made the process that was obviously very difficult, easier for my father and myself and my family. And we also had experiences where it wasn't so great. I think what I realized through that process, because I am a human-centered designer, I could often see the way that services and practitioners could improve just by taking the time to empathize with their patients. So I believe that if the services and practitioners had empathized with us and understood what was important to us as human beings, the experience that we had would have been much better. An example is, all my dad really wanted, obviously the treatment and everything was so important to get that right and give him the best opportunity to survive what was happening. We really wanted to feel like somebody cared about him as a human being, understood who he was as a human, and really had hope for him and felt like he had a chance to get through this. The first service that we interacted with, that was the experience we had. So the practitioner that we dealt with, she was incredible. She made dad feel like a human being. She had inside jokes with him. She made him feel comfortable and like he was almost part of the family when he came into the practice. And that really helped him. So his whole mindset and motivation behind wanting to get better was so high because he had the support and he felt like he was at home when he was being looked after. But then another experience we had with a healthcare service was he was treated like a number. So no one knew him. He saw different people every time. No one asked what was important to him. And when we tried to express it, nothing was done about it. And I think the thing is, everyone has good intentions with healthcare. So if you are a healthcare worker, you want to make a difference in that space. It's such an important role and you can have such a big impact on people's lives. So that is another reason why we're so connected and want to help the healthcare industry. It has such a big impact on people's lives. Health is such a big thing. But I just think to help services and practitioners like yourself really make a difference to the patients that you're serving, human-centered design is the way to go because it enables you to tailor what you offer to each patient that you serve and truly understand what's important to your patients. There are incredible things that can come from human-centered design. And I know and I'm confident that if human-centered design was applied to my situation and the situation that my family went through, we would have had a much better experience. And the experience that dad had during his last few months of life would have been much more nicer and comfortable. So I want you to imagine what your life would be like if you can make changes with confidence that positively impact your patient. Okay, I'm going to share three secrets with you to help you measure patient satisfaction without the pitfalls. Secret number one, solve the true problem. Before you go out and start asking for feedback from your patients, and this may be through surveys or asking them questions, you want to be really clear on the problem that you're trying to solve. So what do you want to achieve for your service? And what are you trying to make an impact in? So it may be you want patients to feel more comfortable. It could be that you want patients to know what they need to do when they leave your service. You may want to improve the health of your patients. There are so many different factors associated with patient satisfaction and the impact that you can have. What we have learned at Bell Vista Studios is before you go out and ask for information and seek feedback from your patients, you want to be clear on the specific goal that you have. And once you know what this goal is, you can ask your patient questions and collect data that will help you to solve that problem or meet that goal. So for example, if you are wanting to improve your service, that is very broad. So what you would want to do is you would get with your key stakeholders, meet with them and discover what does that look like. When you say improve your service, what does that look like in your context? And once you are really clear on what that looks like, you can ask questions and collect data that aligns to that. And it helps you to solve a problem and make an impactful difference. The output of this is a success statement approved by all key stakeholders. This means that everyone is on the same page and you're all working towards solving the same problem. And it also means that if the project starts to go off track or you start trying to solve a different problem, you can keep people accountable by asking, does that help us meet our success statement? Secret number two, asking the right questions. So once you know what you actually want to achieve by solving the true problem, it's around asking the right questions to get you the right information so that you can take action and do something differently. So what you want to do when you're coming up with your questions and the data that you're wanting to collect from your patients is you need to figure out what would we need to know in order to solve the true problem. So what actions would we need to take? So let's have a look at an example of this. So through our research, our team have found that questions like, were you happy with the level of healthcare you received at our practice? And how can we improve didn't reveal the true patient experience, because they weren't framed in a way that elicited tangible specifics from a patient and enabled us to take action on the feedback. So some more effective questions that you could ask patients, and these are some examples that were revealed through our process. For example, at any point during your experience, did you feel uncomfortable? If yes, what specifically made you feel that way, this way? So you can see here that we're focusing on something in particular. So we want the patient to think about, did they feel uncomfortable when they were at the service? And if they did, we want to know exactly what made them feel that way. And once we have that information, we can actually take action because we know what the problem is, and we can take steps to improve and make an impact in that space. So there's other questions here, like at any point during your experience, did you feel uncared for? And just like the uncomfortable question, if they did feel uncared for, what specifically made them feel that way? And you can see that the data from these questions will really help you to do something differently and really direct your efforts in a way that align with what the patients are telling you. So number three, empathize with your patients. Now that you know what problem you're trying to solve, and you've understood what sort of questions you could ask to get some specific and tangible feedback from them, you can also do other things to empathize with them and better understand their world. So a lot of the time, healthcare services will have patient surveys, or they might conduct patient interviews, but human-centered design opens a whole new world for tools and activities that you can use to better understand your patients and make an impact. So some of these are user observation. So it's a human-centered design technique that can be used in the healthcare industry. And what it means is, is you sit in your patient's environment, and all you do is observe what is happening. So you want to be very factual, and you're looking at what seems to be going on for the patients when they're interacting with our service. And just by observing, you can get so much context and information on how they are experiencing your service. Another thing you can do is patient personas. So this means that you build an understanding of your patients through conducting human-centered design activities, and then you build a character or a customer representation of who they are. So you may have heard of a customer persona before. What you would do is a patient persona, and this helps you understand what their motivation is, what their challenges are, what sort of tools they have access to. So potentially, if you're dealing with an older generation, would they rather a phone call over a text message, for example? Some other things you can do is just a mindset shift. So thinking throughout your day with everything you're doing, how does this impact the patient, whether it's decisions that you're making, processes that you're changing? An example is if you're wanting to update your website because you found a really nice new design, it looks beautiful, and it reflects your new brand, that's all great, but how is your patient going to receive that? Are they going to know how to interact with the website? Will they know how to find the services or the links or the pages that they're used to? Are the services that you use are friendly for them and your audience? There are many other human-centered design activities you can undertake, but the point is it will help you to better empathize with your patients and provide them with a service that makes an impact. So the output of this is having an understanding of who your patient is and their context. And because you're empathizing with them in alignment with the goal or the problem that you're working on, you'll be able to gain insight into that, and it'll help you to make change in that space. So measuring patient satisfaction without the pitfalls is just one example of how you can improve what you offer as a healthcare practitioner or a healthcare service. Some of the other problems you can solve are poor patient and employee experiences and satisfaction, poor employee morale and performance, broken systems and processes, and even tasks, projects, and initiatives that don't deliver on their goal, go over budget, or take longer than planned. So human-centered design, it just really helps you to solve the right problem, it helps you to understand everyone involved in that problem, and it can solve all of these things. It's not just helping you to measure patient satisfaction, that's just one small part of what human-centered design will open up to you as a healthcare practitioner or a service. Our team is on a mission to redesign the healthcare industry. If anything that I've spoken about has resonated with you, you may be interested in our redesigning healthcare experiences process. So our team has designed this to improve the healthcare industry and help people like you to better serve your patients and have a bigger impact. We do a discovery workshop on day one to find out more about you and understand what you want to achieve, what challenges you have, any gaps that may exist. We conduct user research, so once we've understood your team and we understand what success looks like for you, we conduct user research. So we conduct human-centered design activities with your patients, with your employees, and begin to understand your context so we know how to solve your problem. We get all of these insights from the data from the human-centered activities together into a discovery insights report, and this helps you understand what sort of challenges and gaps exist, what sort of opportunities there are, and how you could improve your healthcare service. So it's very customized. We then brainstorm. So now that we have all this information, we know more about you, we understand your context and your patients, we can start to brainstorm ways to improve what you offer and basically accelerate the success of your healthcare service in terms of better serving your patients, having a better understanding of what's important to them, and making changes in alignment with this. At the end of this process, you will get that insight report, so you'll get all of the data from the user personas, which I spoke about earlier, user interviews, and also your success statement, and then you'll get a list of contextual solutions relevant to you and your service. Our team has spent hundreds of thousands of dollars and spent tens of thousands of hours figuring out how human-centered design can truly make an impact on companies like yours. We have done the work. We know that it works. We're passionate. So if you want to partner with us and improve your healthcare industry, check out the information in the description below. Thank you so much for getting to this point of the webinar. It shows that you are passionate about the healthcare industry. You want to make a difference. You want to provide a good service to your patients. And that makes me so happy because I think it is so important and people going through health issues can be, it can be traumatizing and it can have a big impact on your life. And I think if there's more people like you in the world who want to make a difference and want to understand their patients better, that is incredible. So thank you so much for being you. Thank you for watching. And yeah, if you want to find out more, check out the description below.