Riga Maternity Hospital: Patient experience measurement with Qlik

June 7, 2024

Reading time: 3 min

Implementation of patient experience measurement analytics and other BI solutions in the Riga Maternity Hospital

Implementing a Business Intelligence (BI) application for survey results analysis in healthcare can provide valuable insights into patient satisfaction, service quality, and areas for improvement.

Rīgas Maternity Hospital (hereinafter – RDN) is the country’s largest and most modern institution of obstetric assistance and perinatal care with 75 years of experience in the field of obstetric assistance and gynecological services. RDNs understands the importance of patient feedback in improving service quality and enhancing overall patient experience. Traditionally, gathering and analyzing survey results has been a time-consuming and manual process, limiting the hospital’s ability to derive actionable insights. To address this challenge, RDN decides to implement a BI application specifically designed for survey results analysis.

Challenges

RDN faces several challenges related to survey results analysis:

• Manual data processing: an Excel file was received every month, which cumulatively accumulated the responses of the respondents, the data processing had to be done manually and every month again.
• Limited insights: The existing method of survey analysis provides limited insights and lacks the ability to identify trends or correlations within the data.
• Delayed action: Without real-time analysis, the hospital struggles to address issues promptly and proactively.

Solution

To overcome the above challenges, RDN implemented BI Patient Experience Measurement analytics tailored to analyze survey results. The solution includes the following features:

• Data integration: survey data received from the Center for Disease Prevention and Control in an Excel file, the number of respondents who agreed to the survey and the number of those discharged from the hospital, are automatically collected, and integrated into the app.
• Interactive dashboards: The app provides interactive dashboards with visualizations such as pie charts, line charts and other visualizations, allowing you to explore survey results in real-time and analyze them in different dimensions.
• Sentiment Analysis: Advanced analytics techniques, including sentiment analysis, are used to categorize survey responses based on sentiment (positive, negative, neutral) and identify key themes or concerns.
• KPI analysis: the ability to define the size of the goal and follow the performance of the goal, assessing how close or far the achievement of the set goal is and how it changes over a period.

Results

Implementation of the application for the analysis of survey results brings significant benefits to the institution:

• Improved patient experience: By gaining deeper insight into patient feedback, a facility can act more proactively to address patient concerns, improve service quality, and improve the overall patient experience.
• Proactive problem solving: real-time analysis of survey data allows the institution to immediately identify new challenges and areas for improvement and initiate necessary improvements.
• Data-driven decision making: stakeholders across the organization have access to timely and relevant insights, empowering them to make data-driven decisions that drive continuous improvement.
• Operational efficiency: Automation of data collection and analysis processes reduces the burden of manual work, freeing up staff time and resources for other strategic initiatives.
• Measurable impact: An institution can track the impact of improvement initiatives over time by monitoring changes in survey results and patient feedback metrics.

The implementation of the Qlik Sense app for the analysis of patient experience survey results has allowed the Riga Maternity Hospital to transform its approach to patient feedback management, driving improvements in service quality, patient experience, and overall organizational performance.” – Andija Logina, Head of the Quality and Risk Management Department, Rīgas Maternity Hospital

Conclusions

The implementation of the BI app for the analysis of survey results has allowed the Riga Maternity Hospital to transform its approach to patient feedback management, driving improvements in service quality, patient experience, and overall organizational performance. By harnessing the power of data, the institution demonstrates its commitment to delivering patient-centered care and continuous improvement in the health care services provided.

Considering the good experience with the development of patient experience measurement data analytics, similar analytics were also created for Maternity experience and the development of an employee survey analytics solution is in the development process.

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