Understand

After collecting data on people’s experiences of communicating their concerns, the next step is understanding these experiences. Several different ways can be used to do this.

• Thematic analysis of all information collected, including complaints data and interviews, to the identify positive and negative attributes associated with experiences of consumers and staff.
• Analysis of initial consumer interviews identifying positive and negative experiences.
• Experience to touchpoint journey mapping – plotting themes from the consumer and staff engagement data against time spent in hospital, identifying key touchpoints for consumers and the emotions driving positive or negative communication at these points.
• Analysis of observation data against organisational values.

What other hospital Kōrero mai teams have found

Data collected across all the Kōrero mai teams confirmed that, although most consumers knew how and who to call to escalate concerns, some did not.

The experience data from the teams also shows that, even when consumers were told how to escalate concerns, they were reluctant to do so because of the idea of nursing staff being ‘busy’ and ‘not wanting to disturb’ them. This was despite observation of the nurses consistently inviting consumers to call for concern.

Downloadable examples and resources

www.healthco-design.org.nz/tool-kit/explore/patient-journey-mapping/

Resources available on request

From case studies

• Waitematā DHB example of drawing an understanding of the challenge for patient, family and whānau escalation (see page 7 of the case study)
• Southern Cross Hospital (Christchurch) example of identifying positive and negative experiences (see page 5 of the case study)
• Capital & Coast DHB example of experience of touchpoint journey mapping
• Waitematā DHB example of analysis of observation task (see page 8 of the case study)