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