Exporting comments

In the right-hand corner of the Voice comments page, you can export your comments into Excel for sharing or further analysis—this is 'Comments with sentiment'.

This export will include the comments, along with the relevant pill data below the comment, including the comment question. In the screenshot below, the pill data is Hospital, NPS Profile, Overall Experience, Specialty, and Ward. The data you see will depend on your programme's configuration. If you would like this updated, you can contact support@cemplicity.com.

Exporting Topic Mentions

Not only this, but you can also export the number of topic mentions and their sentiment - this is the 'Count of Topic Mentions'. This allows you to understand better what your respondents are talking about and how.

This export will tell you :

• The key words (topics) being mentioned in the comments
• How many times each keyword is mentioned
• What proportion of these mentions are positive, negative or neutral

Topics are keywords/topics that our language processing tool, Voice, identifies as important within a comment.

Tip! In your comments page, you can apply filters and theme filters. When you do this, your 'Count of topic mentions' export will reflect this. Therefore, you may want to look at the common topics mentioned for a specific hospital so you would apply the hospital filter. Or you may apply the 'Themes and Sentiment' filter to see the common topics for a specific theme, such as communication and information. Learn how to apply the 'Sentiment' and 'Themes and Sentiment' filter in the video below.

Watch our quick update video above on how to use these topic mentions for deeper insight into how to improve. (double click to expand video)

In this paper, we analyse the data of nearly 3000 US hospitals to understand the link between patient experience ratings and hospital operating margins.

We also highlight key touchpoints in the patient journey that have an outsized impact on both a patient’s experience and their clinical outcomes.

This includes:

• at the start with joint decision making;
• during care with the overall care transition score;
• all aspects of interaction with nurses; and
• post discharge (the patient understood their care when they left the hospital).
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We spoke to Grace Hospital about how they improved their already outstanding Net Promoter Score (NPS) of 92 to 95, through their commitment to continuous improvement, effective communication and embedding patient feedback into their operational ethos.

👉 Read their story here:

Head of Research at Pure Sports Medicine, Simon Lack, shares insights into their innovative journey as pioneers in Patient Reported Outcome Measures (PROMs) for musculoskeletal services.

He discusses the value they have gained, the challenges encountered, and the lessons learned along the way.

👉 Read their full story, or watch the interview, here.

Shared Decision-Making

Improving shared decision-making (SDM) for patients is a key health policy goal in many countries. This is especially crucial for the 313 million surgical decisions made globally each year. To ensure SDM quality, it’s essential to monitor surgical patients’ experiences in real-time, identifying any issues before surgery.

North Bristol's Trust: Shared Decision-Making Survey

In 2021, North Bristol Trust partnered with us to create an innovative solution: an electronic measurement system for real-time data collection. North Bristol Trust, serving Bristol, South Gloucestershire, and North Somerset, provides hospital and community healthcare, with an additional regional centre for neurosciences, plastics, burns, orthopaedics, and renal care.

As part of this initiative, patients are sent a survey after their consultation and before their surgery to gauge SDM from the patient's perspective. The surveys use two validated tools, CollaboRATE and SDM-Q-9, to measure SDM experiences.

Assessing its usability: The journal article

This year, a journal article was published evaluating the usability of North Bristol Trust's automated system for real-time SDM monitoring in surgical patients. Using a mixed-methods approach, the researchers assessed the system's effectiveness, efficiency, and user satisfaction.

Over nine months, quantitative data provided metrics on the system's performance, showing high task completion and survey response rates. Qualitative data from user-testing sessions and interviews offered insights into user satisfaction, indicating that most users found the system easy to use and acceptable.

The study also highlighted potential barriers to accessibility and acceptability, which can help guide future improvements. This research advances tools for large-scale SDM monitoring in surgical settings, aiming to enhance patient outcomes and healthcare quality.

👉 Read more in their journal article here: https://humanfactors.jmir.org/2024/1/e46698

If you'd like to learn more about Shared Decision Making, email our customer success team at customersuccess@cemplicity.com

We recently spoke with Sue Harvey, Clinical Quality Partner at Ramsay Health Care UK (Ramsay UK). Ramsay UK is one of the leading providers of independent hospital services in the United Kingdom, with a network of 34 acute hospitals across the country. 

In our conversation, Sue shared Ramsay’s 14-year journey of implementing and evolving Patient-Reported Outcome Measures (PROMs) across their UK network, transitioning from crude paper-based methods to a transformative digital approach.

We've distilled their journey, learnings and the value they've received into a short article here.

Or watch the video below! 👇

Scroll down to check out Net Promoter Score (NPS) and Response Rate snapshot across our global client base for 2023 data!

We have also created two more in-depth reports across 'Private Hospitals and Specialities', and 'Diagnostics and Imaging'.

Industry Reports

These reports include global reporting across anonymised providers for Net Promoter Score (NPS), response rates for email and SMS/text, and drop-off rates for each mode. They also include some best practice tips and community stories from other providers!

• See Private Hospitals and Specialists Benchmarking Report (2023)
• See Diagnostics and Imaging Benchmarking Report (2023)

2023 Industry Snapshot

You can now export your Dashboard into a PDF to share or print! You can do so by clicking the 'Print' button on the Dashboard. This can be found in the top right corner of your screen.

Select the format you wish to export your Dashboard in. This includes:

1. Landscape Mode: This mode optimises the display of widgets on horizontal A4 paper, ensuring a comprehensive view of the dashboard's content.
2. Portrait Mode: In this mode, one widget is displayed on the entire width of a vertical A4 paper. Perfect for viewing print-outs on mobile devices or small screens.

For more information, click here.

Example of a printed Dashboard in Landscape:
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Like many of our clients, we believe that PROMs should be utilised to improve patient outcomes, not just measure them. However, it's not always been that simple to achieve!

From years of working with a range of providers across many countries and health systems, we've learned from PROMs programmes that have succeeded and those which have failed.

We have distilled this knowledge and experience into our Impact Model: Our comprehensive best practice framework for how to optimise PROMs response rates and drive continuous improvement, creating better outcomes for both patients and your organisation.

Consistently, we have found that there are four key pillars that need to work in tandem to achieve a great Patient-Reported Measures programme.

In this comprehensive step-by-step guide we break down the key activities you can focus on within each of these pillars:

1. Executive Leadership

2. Robust Design

3. Staff Engagement

4. Patient Participation

Check out our brand new PROMs best practice guide here to learn more.

If you would like to learn more, you can contact our Customer Success Team at customersuccess@cemplicity.com

Recently, we hosted a webinar about our new PROM Dashboards. In this introductory webinar, we showcase everything you need to know about our new PROM Dashboards and how you can utilise these for fast and meaningful insights.

In this webinar, we cover:

• What's different about your new PROM Dashboards
• Key functionalities
• How to utilise Dashboards for quick insights
• Tips for using other PROM charts: including patient journey, outlier chart and reviewing individual patient outcomes.

Watch the recording of this below!
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