Page 9 - HA Convention 2016 [Abstracts (Day 1)]

Symposiums HOSPITAL AUTHORITY CONVENTION 2016

S3.2 Meet Our Patients’ Needs 14:30 Theatre 1

“Total Patient Experience” — the Next Frontier in Healthcare Tuesday, 3 May
Li W
Hong Kong Sanatorium & Hospital, Hong Kong

“Advances in medicine and technology have produced new options for treatments and cures for many medical diseases.
Healthcare professionals need to be up-to-date with advanced knowledge and learn new skills. Healthcare institutions need
to continuously upgrade their facilities and equipment so that services to patients can be improved. With the implementation
of cutting-edge services and treatments, increasing safety standards and regulations require more stringent guidelines and
practice to prevent medical errors.

Despite continuous improvements in medical treatment, sickness and death is still very much a reality which everyone has to
face eventually, and the journey can sometimes be unpleasant. The special touch of healthcare professionals can really make
a difference in the total patient experience.

In 2004, following the SARS epidemic in Hong Kong, Hong Kong Sanatorium and Hospital (HKSH) initiated the “Leadership
at the Frontline” programme. This was developed in stages through our annual retreat where we have over 200 staff spending
one and a half days working together towards specific goals in system improvement. Every retreat has a theme. It is a
concerted effort to improve different aspects of better patient care and cater to the ultimate goal of improving “Total Patient
Experience” — the shared mission for all HKSH staff.

The Cleveland Clinic was the first major academic centre in the United States to make patient experience a strategic
objective; and one of the first to establish an Office of Patient Experience with dedicated staff to work across departments.
In HKSH, the management and all the frontline staff leaders embrace the objective together and integrate it into our service
culture and daily practice.

This presentation will review our 10 year experience, our stepwise progress in putting our leadership training programme
together. It will also include a preview of our “Project 100” under staff development as HKSH approaches our centenary in
2017.

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