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The patient experience in the strategy, hospital commitment (EN)

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Publié le

Dr Manel del Castillo, CEO Hospital Sant Joan de Déu - Barcelona

Publié dans : Santé & Médecine
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The patient experience in the strategy, hospital commitment (EN)

  1. 1. “The patient experience in the strategy, hospital commitment”
  2. 2. 53 countries 400 centers 925 brothers 60.000 employees Order Sant Joan de Déu
  3. 3. Barcelona Children’s Hospital  Pediatric-Maternity Hospital  University Barcelona affiliated  Contract with the NHS  Private non-profit health group
  4. 4. Our mission  The BCH cares in an humanistic way for vulnerable people and so helping to create a fairer society.
  5. 5. ADMISSIONS 25.672 OUTPATIENTS 247.302 EMERGENCIES 165.039 BIRTHS 3.381
  6. 6. The evolution of the hospital ?
  7. 7. Dilema Closed Tertiary services REFERRAL HOSPITAL LOCAL HOSPITAL Increase incomes
  8. 8. Global Hospital
  9. 9. 37,3% 20,9% 8,7% 12,1% 9,7% 3,6% 1,7% 6,1% International activitity. Where our patients come from 2.240 requests 2018 120 international patients treated every day
  10. 10. We have incorporated top professionals in our leading referral areas Priorities
  11. 11. Determinants of engagement 1. Project, Values 3. Leadership 4. Autonomy, Participation 5. Recognition 6. Work conditions 2. Coherence
  12. 12. Patient Experience Model Patient Family In-site training Diabetes Guide Faros Metabolic Guide Families’ Corner Metabolic Kitchen Simulation Team Care Plan Hospital sense dolor Caring Dogs support Clowns Music Therapy Games Space design Clothing Volunteers Associations Corner School Child-life Information Ciberschool Hospital infrastructure Signaling SUPPORT Friendly Hospital TRAINING- EMPOWER School of Parents Social work Intercultural mediation Patient Family Opinion active search Space Co-Creation Service Co-creation Youth Council Process redesign Kids Barcelona Associations Corner GIVE VOICE Patient Experience Families Council
  13. 13. Patient Experience Model Care Plan Hospital without pain Caring Dogs support Clowns Social workers Games Space design Clothing Volunteers Associations Corner School Child-life Information Ciberschool Hospital infrastructure Signaling SUPPORT Friendly Hospital Music Therapy Intercultural mediation
  14. 14. To help patients to deal with stressful situations and anxiety
  15. 15. Playing during painful procedures
  16. 16. The Clowns provide fun situations when tension and seriousness dominate
  17. 17. Dogs as man (and child) best friend!
  18. 18. Musicians help patients to express emotions
  19. 19. Music in the hospital is not only for therapy, but also to give support in special moments
  20. 20. The school inside the hospital to continue schooling
  21. 21. Playing everywhere
  22. 22. Patient Experience Model
  23. 23. Cooking workshop for patients with metabolic diseases
  24. 24. Simulation for parents – tracheostomy care
  25. 25. Guía metabólica Guía diabetes Faros The portals
  26. 26. Patient Experience Model GIVE VOICE Patient Experience Patient Family Opinion active search Space Co-Creation Service Co-creation Youth Council Process redesign Kids Barcelona Associations Corner Families Council
  27. 27. It does not work on samples, it works on all the patients that have an e- mail address in the system Proactive search for opinion
  28. 28. 14,733 answers 80 70 56 1,363 Answers 8,340 5,030 Hospitalization Outpatient A&E 30% answers 29% answers 26% answers NPS NPS NPS Answers Answers
  29. 29. Inpatient area
  30. 30. Surgical area
  31. 31. Cancer Center
  32. 32. Patient Experience as a force for transformation of the organization
  33. 33. What’s happening to my child? There are two dimensions that matter to patients How i feel? Good clinical / health outcomes1 First contact with the hospital2 Emotional experience about the attention received 3 Relationship with professionals4 Operational aspects / process efficiency5 Decision-making process 6 Physical environment7
  34. 34. science with humanism

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