Cemplicity part of NZ Artificial Limb Services providing a patient-centered health service
Tuesday, 5 June 2018
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The New Zealand Artificial Limb Service (NZALS) provides a critical health service to enable people with artificial limbs to live independent and productive lives. They care for over 4,400 people through five city-based Limb Centres and 14 regional clinics throughout New Zealand.
Their vision is to offer a whole-of-life, world-class service. Crucial to achieving this vision is the recognition that every patient is different. People don’t walk in and take a new limb off the shelf; each new limb is made for each person individually.
What’s more, enabling a person to live a good life with an artificial limb is about much more than the limb itself. The different physical and emotional needs of each patient must become part of the service, and this requires the very best, systematic approach to patient-centred practices, including how patient feedback is gathered.
Before approaching Cemplicity, NZALS surveyed patients annually, who were asked to rate their overall satisfaction with NZALS. The results were always extremely positive, but the approach had its limitations.
“We were using old school market research approaches, but it wasn’t a well-integrated option and it didn’t have real time reporting,” says CEO of NZALS, Sean Gray.
“For instance, we might hear about a patient experience months after the event — we didn’t have an opportunity to escalate those issues that needed to be addressed at the time.
“Using the Cemplicity platform, we’re able to respond immediately. It allows us to collect quantitative data, but also gather patient stories which allow us to improve our service in a very timely way.”
There were several reasons NZALS approached Cemplicity to develop a patient-driven continuous improvement programme. It was, for instance, important that the surveys be conducted independently.
“We contract Cemplicity to contact our patients on our behalf and Cemplicity then presents NZALS with anonymous survey results. That protects the individual’s privacy and independence,” says Sean. “And of course, it also means the integrity of the results is maintained.
NZALS patient feedback includes that “repairers went out of their way to make me feel comfortable and confident to walk again”.
Read the full version of this case study here.
Source: Cemplicity, 31 May 2018
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