Future Solutions from Qualitative Big Data
•Als PPTX, PDF herunterladen•
1 gefällt mir•372 views
The document discusses using qualitative big data and analytics to gain deep insights into healthcare consumers and stakeholders. It outlines how integrating voice of customer data with qualitative big data technology can help measure intangible factors and benchmark patient and staff experiences. This enables innovative solutions by understanding behaviors at a deeper, psycho-emotional level. The presentation provides examples of how qualitative analytics have been used to reduce missed GP appointments and improve hospital staff morale surveys.
Empfohlen
Empfohlen
Weitere ähnliche Inhalte
Was ist angesagt?
Was ist angesagt? (20)
Ähnlich wie Future Solutions from Qualitative Big Data
Ähnlich wie Future Solutions from Qualitative Big Data (20)
Mehr von Dr Avnesh Ratnanesan (Avi)
Mehr von Dr Avnesh Ratnanesan (Avi) (16)
Kürzlich hochgeladen
Kürzlich hochgeladen (20)
Future Solutions from Qualitative Big Data
- 1. Future Solutions from Qualitative Big Data Healthcare Analytics Conference 2014 Dr Avnesh Ratnanesan (Avi) CEO, Energesse Leading Innovation in Healthcare and Wellness
- 2. Agenda 1. The Health ‘Ecosystem’ 2. From ‘Patient-Centric’ to ‘Person-Centric’ Care 3. Integrate VOC with Qualitative Big Data Technology 4. Measuring and Benchmarking ‘Intangibles’ 5. Deep Insights = Innovative Solutions
- 3. The Healthcare ‘Ecosystem’ is interdependent Federal Government State Government & Public Hospitals Patient/Consumer Not-for-profit Aged Care Research & Academia Private Sector – PC & Hospitals
- 4. Consumer Healthcare Experience is Integrated Federal Government State Government & Hospitals Aged Care Research & Academia Patient/Consumer Private Sector – PC & Hospitals
- 5. Thought Leaders across the Ecosystem
- 6. Future Solutions White Paper Free Download www.energesse.com/whitepaper
- 7. High Priority Reform by 2020 Evolve how system is measured & incentivised: Healthcare Activities ≠ Patient Outcomes
- 8. Big Data Evolves Thinking on ‘Consumer-Centric’ Healthcare System
- 9. Converging Data Paradigms in Healthcare Medical Problems 1. Basis of scientific research and Evidence-Based Medicine 2. Clear hierarchy 3. High quality data can take years and expensive 4. Translating into clinical practice takes skill, experience and customisation 5. E.g. Treatment decisions
- 10. Converging Data Paradigms in Healthcare Quantitative Data Qualitative Data What are staff, patients, stakeholders doing? Who? How? When? Why? Why are they doing it? What? How? When? Who? Easier for large volumes of data Identify process pain points Predict behaviour patterns Less effective at the “why” Root causes of behaviour Why process pain points occur Large volumes challenging Subjective interpretation Management Problems
- 11. Emerging Complexity of Healthcare Data & Smarter Solution Decisions Management Problems Medical Problems Quantitative Big Data Key Insights and Decision-making require combination of Science + Data Analytics expertise + Tech Qualitative Big Data Scientific Studies/ Clinical Evidence
- 12. 12 Unlocking Qualitative Data in Healthcare 1. Surveys, Feedback forms, Questionnaires, Narrative 2.Workshops, Focus Groups, Meeting transcripts 3. Complaints and e-mails 4. CRM databases, Sales calls 5. Social media – Twitter, Facebook, Blogs, online communities 6. News, traditional media
- 14. Overcoming Limitations in Qual Analysis - PanSensic Technology 1. ‘Next Gen’ free text algorithm software with metaphor analysis 2. 14 years development to measure “INTANGIBLES” 3. Analyses high volume of opinions, experiences and complaints 4. Deeper meaning, early signals in engagement, productivity 5. Understand hidden truth behind consumer behaviours and motivators - Close the ‘Say/Do’ Gap
- 15. Neurolinguistics of Metaphors Research by Zaltmann and Rapaille
- 16. Web and Social Media scanning of Patient Experience (UK)
- 17. Hospital Patient Pathway Analysis – Frustration pts 47,000 patient experiences analysed 6,110,000 words explaining patient experiences 5136 frustrated patient experiences
- 18. PanSensic Live Dashboards – Real Time Monitoring Analyses 5757 Patient Experiences, = 750,000 words Configured to 14 narrative analytical lenses. Safeguarding lens - Potential risk of negligence claims or abuse Trigger alerts and e-mails
- 19. Hospital Benchmarking of Consumer Perception Benchmark analysis of 18 UK Healthcare Trusts in “Special Measures” of Staff Attitudes e.g. Compassion 5757 Patient Experiences - 750,000 words
- 20. Case Study - ‘Did Not Attend’s in GP Appointments
- 21. Frustration Map – Emotion Analysis of Patients Patient Intangible Needs under-served over-served control competence privacy convenience efficiency caring cost flexibility risk advice over- served under- served Patient Tangible Needs respect thoroughness
- 22. Change Pathway at a Deep Psycho-emotional level “See how I’m in control?” “YOU take control” Result: 40% reduction in DNAs
- 23. National Health Service (UK) - Hospital Staff Survey “Tell us in your own words how you are feeling this week?” Staff morale survey November 2013
- 24. Emotions Word Cloud For Staff Experiences Staff morale survey November 2013 24
- 25. Deep Analysis Staff Anger & Frustration in the ‘System’ – Solution prioritisation
- 26. ‘Mental Gears’ (Thinking styles) of patient or staff narrative – tailor communications E.g. Reasons for seeking medication, consumer drop-off and barriers to adherence. 26 Confidential
- 27. Benchmarking the ‘Intangibles’ – Comparing Drugs using Social Media Emotion lens for all drugs collectively League table of positive – negative sentiment
- 28. Applications for Qualitative Data Solutions Intelligent Scraping & Opportunity Scanning Consumer Journey Mapping Analyse Staff Values & Culture Personalise solutions and Improve Products & Services Active Journey Monitoring , Dashboards, Benchmarking
- 29. PanSensic Meaningful Insights, Meaningful Solutions Multi-Industry Validation
- 30. Summary Health ‘Ecosystem’ is interdependent Evolve ‘Patient-Centric’ to ‘Person-Centric’ Integrate VOC with Qualitative Big Data Technology Measure and Benchmark the ‘Intangibles’ Innovative Solutions from Deep Consumer Insights
- 31. For Complimentary Data Testing & Distribution Partnerships Contact avnesh@energesse.com Or call + 61 2 8091 0918 Sydney, Australia Head Office 15/17 Newland Street, Bondi Junction NSW 2022 +61 2 8091 0918 Los Angeles, USA Office Oppenheimer Tower 10880 Wilshire Blvd. Suite #1101 Los Angeles, CA 90024 + 1 213 814 4194
Hinweis der Redaktion
- Thank you for the invitation to speak on this topic, its great to be here and see a few familiar faces, so please do come up and say hello at the end, I should be here for most of the day Energesse is a specialist advisory firm that is focussed on consulting firm for the healthcare and wellness sector, we work with firms in the US, UK and Australia on special projects, or provide executive coaching to the healthcare executives. Before I begin, there is content here that some may be regard provocative, however, I ask that you keep an open mind as innovation often requires different ways of thinking to create solutions in our Health industry, but also the Australian Healthcare system as a whole. However, they are opinions based on evidence in modern economies, some the latest trends and discussions with leading healthcare experts. Paper was developed 4 other consulting firms
- And so who is that individual? Well it is me, you, the 23 million Australians that we call patients, consumers or the general public. It is a system, that is interdependent on each other. How making one change, affects another. Give example of how much spend occurs in each part of the eco-system. Australia spends over $140 bil on health 40-something% comes from Fed Govt 20-something% comes from State Govt, across 760 public hospitals 550 private hospitals $4 bil in Alternative Health Also give figures of no. of professionals in each sector. 70,000 doctors 6,000 pharmacies 120,000 Allied Health workers The patient has choices, and is ultimately responsible for their own healthcare. In fact, consumers spend approx. 20% on health, which is higher than the OECD average.
- To understand the implications of any changes to healthcare, we need to clearly understand how the healthcare system is actually an eco-system. It is a system, that is interdependent on each other. How making one change, affects another. The consumer journey is integrated in the mind of the consumer, filled with complex sets of daily options, within the formal health system, and outside of it.
- Explain who the interviews are with
- Meet me at the back of the room after this.
- Before we change actions or activities within the healthcare, the first point is to understand how staff and consumers think about the system we are in now.
- Evidence-based Medicine is the mantra for Medical Problems
- Evidence-based Medicine is the mantra for Medical Problems Give example of Coke vs Pepsi
- PanSensic helps you understand the substance of your consumers narrative in large volumes, locating insights and digging deep to uncover what they truly mean and a deeper understanding of consumer or employee needs and frustrations Mixture of Primary and Secondary Abundance of Qualitative Data Give the Restaurant example