1. Patient Experience and
Person-Centred Care
Naomi Norman, Customer Experience Consultant,
SMS Management & Technology

6. The Experience of Being Patient
A
∧

7. The Experience of Being Patient
A
∧
Stage
Channels
Clinic Consultation
Tests
Diagnosis
Initial Schedule Post-operative
check-ups
Phone Appointment
Booking
Confirm schedule
Book anaesthetist
Check visiting
hours
Confirm post-
care schedule
Enquiries
Online Pre-admissions
forms
Experience
survey
Payment
Hospital Reception
In-patient
admission
Pre-operative
waiting room
Preparation room
Theatre
Recovery
Patient’s Room
Meals
Physiotherapy
Rounds
Medications
Specialist
consultation
Pharmacy fulfilment
Discharge interview
Paper History form Pre-admission
forms
Consent form Discharge forms Bill
Reminders
Diagnosis Planning Admission Treatment Stay Discharge
Post-
treatment
care
Billing
Emotion
C N N C C N C N

8. ABS Patient Experience Survey
Australian Bureau of Statistics Patient Experience Survey 2011-2012
8%12%
Don’t listen Not respectful

9. Dependable
Transparent
Personal
Professional
Empathic
Characteristics Frameworks
Where to start?

10. Design the whole experience, not just the treatment
Think like a service industry

11. Design the Whole Experience
Not Just The
Treatment

12. Design the Whole Experience
Emotion
Stage
Channels
Clinic Consultation
Tests
Diagnosis
Initial Schedule Post-operative
check-ups
Phone Appointment
Booking
Confirm schedule
Book anaesthetist
Check visiting
hours
Confirm post-
care schedule
Enquiries
Online Pre-admissions
forms
Experience
survey
Payment
Hospital Reception
In-patient
admission
Pre-operative
waiting room
Preparation room
Theatre
Recovery
Patient’s Room
Meals
Physiotherapy
Rounds
Medications
Specialist
consultation
Pharmacy fulfilment
Discharge interview
Paper History form Pre-admission
forms
Consent form Discharge forms Bill
Reminders
Emotion
Diagnosis Planning Admission Treatment Stay Discharge
Post-
treatment
care
Billing
C N N C C N C N

13. DOES IT MATTER?
Patient
Experience
Satisfaction
Perceived
Quality
Compliance
w.Treatment
Clinical
Effectiveness
PatientExperience
C l i n i c a l O u t c o m e s

14. Non-clinical Experience Design

15. Non-clinical Experience Design

16. Non-clinical Experience Design

17. Non-clinical Experience Design

18. Non-clinical Experience Design

19. Think like a service industry

20. It’s the little touches…

21. Like Life
Facebooklikes
M o r t a l i t y r a t e
Hospital Quality Satisfaction Facebook Likes
Life

22. funds
Government
Care
Provider
Person w.
Disability
The funding trail
funds purchases

23. Self-directed care

24. Design the whole experience, not just the treatment
Think like a service industry

25. To turn this

26. Into this
Life

27. Naomi Norman
Customer Experience Consultant
SMS Management and Technology
nnorman@smsmt.com
@naomirnorman