APPLYING PATIENT EXPERIENCE FOR THE IMPLEMENTATION OF ICHOM STANDARDS IN CRUCES UNIVERSITY HOSPITAL (OSAKIDETZA)
Gallego Camiña I* 1; Izarzugaza Iturrizar, E 1; Loyola Irulegui, A 1; Castelo Zas, S 1; Benito Ruiz de la Peña, R 1; Sanchez Sanchez, C 1
CONTEXT & BACKGROUND Our organization has a great commitment with VBHC
Patient´s suggestion contrasted with the professionals What did you do?
• Patient experience in 4 SET ICHOM (Stroke, Breast Cancer, Cleft Lip & Palate, and Inflammatory Bowel Disease).
Patient Experience - Inflamatory bowel disease
• Knowing the experience of patients helps define the perfect moment to collect information from ICHOM (clinic and PROM).
• It is not a satisfaction measuring tool, it focuses on identifying the "True Moments" to redesign the process applying the ICHOM sets.
• It has been widely accepted by professionals and patients. • Among the following steps, in addition to incorporating the patient in the improvement
meetings, we believe it is important to carry out the same exercise on the professionals' experience.
Impact of change on outcomes
• We are little used to approaching the insight of patients with tools like these. It requires a cultural change in the teams and a compression exercise.
• It is not a fashion, it is a focus on VALUE, it requires a coherent discourse from the strategy
• By Applying the tools even before constituting the ICHOM work teams and by listening to the patients, we realize what the key agents that should intervene in the improvement of the process are.
Lessons points
Implementation time: 1 and a half months
Informative material Applying Design Thinking: Sessions with professionals
Patient recruitment by clinicians
Invitation
Agenda and communication
Session
Report
Contrast with the work teams
The sequence
BEDS
843
CONSULTATIONS
887.000 EMERGENCIES
191.000
OPERATING THEATERS
33
SURGERIES
31.000
43% associated with negative
emotions
52% communication and
health education
Solid trajectory applying innovation methodologies Cruces University Hospital/IHO Ezkerraldea Enkarterri
Cruces Osakidetza is the reference centre for specific medical conditions in the Basque Country.
• The main goal is to identify the “True moments” in the process, in order to redesign the service
62 Improvement areas; circuits, new roles, informative material, etc.
Innovation and Quality Deputy Direction (Cruces University Hospital/ Osakidetza) 1