The Chris O’Brien model of care was designed around the needs of patients, to deliver exceptional support and treatment to people living with cancer at every stage of their journey. This is why feedback regarding patient experience is a vital indicator of whether we are delivering on our vision and living our values as an organisation. When Lifehouse CEO Eileen Hannagan joined the team in early 2014, she set a high benchmark for patient experience with a target Net Promoter Score of 85. The Net Promoter Score is an indication of the percentage of visitors who are likely to refer others to Lifehouse following a positive experience, so the higher the score the better. To provide a bit of context, retail organisations such as banks and other corporate organisations aim for scores of around 65 – 80. These scores are considered high for organisations in any consumer-focused industry and are associated with growth and customer loyalty. Head of Patient and Stakeholder Relations Sally Muir says “Having a high consumer satisfaction target demonstrates our commitment to ensuring our patients’ experience of Lifehouse is as positive as it can be in what are often very trying circumstances. Every aspect of Lifehouse has the ability to influence our Net Promoter Score – from the presentation of the facility to customer service and clinical interactions, through to ease of navigation, wait times and even our branding.” The scores are drawn from feedback surveys and ratings from patients and visitors daily. Sally collects the ratings and comments and shares these with our executive team, department heads and Partnership Council. The ratings are entered into a system to calculate the Net Promoter Score for each department, as well as an overall score for the organisation. “The system acts like a barometer for how things are running day-to- day,” says Sally. “You can really drill down into the data for insight into specific events such as changes in wait times, and how these affect our patients’ impressions of Lifehouse. Being able to isolate feedback by department is also great as it inspires a bit of healthy competition within the team, to really go that extra mile to make our patients feel supported.” We’re delighted to share that our most recent overall Net Promoter Score of 88.67 (based on data from July) suggests that our patients are enjoying an excellent standard of care and service. The July results revealed that all individual Lifehouse departments scored the Net Promoter score target of 85, with the collective score of 88.67 being the cross-department average. This achievement reflects on all staff at Lifehouse and is a great motivator for the entire team. While this high score is very encouraging, it’s by no means the end destination. “We need to maintain and even surpass that,” says Sally. “I’d love to see us with scores of 100 across the board!” However, more important than recognising how well we’re doing, is identifying those areas where we can improve. Sally comments, “Constructive feedback from our patients about systems and processes empowers them to have a say in their care here, and gives us the benefit of a fresh pair of eyes which can often lead to unexpected solutions and improvements.” By participating in feedback surveys, our patients have the power to improve their own experiences of Lifehouse in the future as well as those of others. As Sally says “They can really help us make it better for everyone.” Winter Update 2014 Chris O’Brien Lifehouse Empowering our patients “Constructive feedback from our patients about systems and processes empowers them...”
Transcript
The Chris O’Brien model of care was designed around the needs of patients, to deliver exceptional support and treatment to people living with cancer at every stage of their journey. This is why feedback regarding patient experience is a vital indicator of whether we are delivering on our vision and living our values as an organisation.
When Lifehouse CEO Eileen Hannagan joined the team in early 2014, she set a high benchmark for patient experience with a target Net Promoter Score of 85. The Net Promoter Score is an indication of the percentage of visitors who are likely to refer others to Lifehouse following a positive experience, so the higher the score the better. To provide a bit of context, retail organisations such as banks and other corporate organisations aim for scores of around 65 – 80. These scores are considered high for organisations in any consumer-focused industry and are associated with growth and customer loyalty.
Head of Patient and Stakeholder Relations Sally Muir says “Having a high consumer satisfaction target demonstrates our commitment to ensuring our patients’ experience of Lifehouse is as positive as it can be in what are often very trying circumstances. Every aspect of Lifehouse has the ability to influence our Net Promoter Score – from the presentation of the facility to customer service and clinical interactions, through to ease of navigation, wait times and even our branding.”
The scores are drawn from feedback surveys and ratings from patients and visitors daily. Sally
collects the ratings and comments and shares these with our executive team, department heads and Partnership Council. The ratings are entered into a system to calculate the Net Promoter Score for each department, as well as an overall score for the organisation. “The system acts like a barometer for how things are running day-to-day,” says Sally. “You can really drill down into the data for insight into specific events such as changes in wait times, and how these affect our patients’ impressions of Lifehouse. Being able to isolate feedback by department is also great as it inspires a bit of healthy competition within the team, to really go that extra mile to make our patients feel supported.”
We’re delighted to share that our most recent overall Net Promoter Score of 88.67 (based on data from July) suggests that our patients are enjoying an excellent standard of care and service. The July results revealed that all individual Lifehouse departments scored the Net Promoter score target of 85, with
the collective score of 88.67 being the cross-department average. This achievement reflects on all staff at Lifehouse and is a great motivator for the entire team.
While this high score is very encouraging, it’s by no means the end destination. “We need to maintain and even surpass that,” says Sally. “I’d love to see us with scores of 100 across the board!”
However, more important than recognising how well we’re doing, is identifying those areas where we can improve. Sally comments, “Constructive feedback from our patients about systems and processes empowers them to have a say in their care here, and gives us the benefit of a fresh pair of eyes which can often lead to unexpected solutions and improvements.” By participating in feedback surveys, our patients have the power to improve their own experiences of Lifehouse in the future as well as those of others. As Sally says “They can really help us make it better for everyone.”
Winter Update2014
Chris O’Brien Lifehouse
Empowering our patients
“Constructive feedback from our patients about systems and processes empowers them...”
I was one of the first patients treated at Chris O’Brien Lifehouse the week it was opened, which was a wonderful experience. As an ex-school principal, I used to talk a lot about the culture and climate of a school or any working organisation: you can sense it almost in hours when you go into a place. And I’ve got to say, you can feel the culture in this place is triple A. It’s just absolutely wonderful – warm, caring, efficient, expert, and the environment is outstanding. I couldn’t wish for more. And the treatment and level of care here is excellent.
I began my first trial in 2010 with Professor John Thompson over at Royal Prince Alfred Hospital (RPAH). I had surgery to remove a primary melanoma from my shoulder but there was flow on into the neck glands. John suggested I participate in the trial to address the flow on. In one of my follow up scans two years later, a secondary was discovered in my lung and removed through surgery. I continued in the trial and the associated monitoring picked up yet another secondary in the hilum area (junction of the left and right lungs). Professor Thompson explained that surgery would not be an option this time as the location of the tumour was too close to other delicate parts of the respiratory system.
Professor Thompson then referred me to Dr Catriona McNeil to participate in this second trial. I was initially reluctant and my daughters were particularly concerned, but I didn’t think it was an option to go home and wait for the thing to take over. There were no choices: this was it. I called off a trip to the USA to get into the trial. It was really the
only treatment option available to me at the time.
So far, this trial drug is having a very positive impact. I’ve had scans today, as I do every six weeks, and the tumour has shrunk again. It’s now reduced by 30% in 10 months. I remember Professor Thompson said that something like over 80% of patients on trials succeed and live far longer than people who are not on trials. Every fortnight I’m quizzed and physically examined: I’m weighed, my blood pressure is taken. If I sneeze they want to know about it. If I have any problems, there’s immediate support.
When we transitioned to Lifehouse from RPAH, a lot of the staff came over so there was a reassuring consistency of care. Catriona and her team don’t just focus on their specific medical function: they’re interested in the holistic picture. They’re concerned about you as a person, your lifestyle and your general wellbeing, so they encourage you to plan things like holidays. When I went on a cruise in Japan recently, the team even organised for doctor contacts in Tokyo. I had cards with me so I’d know where to go if needed. That gives you a sense of wellbeing and security as well but it’s also an indication
of just how far the care extends when you’re in a clinical trial at Chris O’Brien Lifehouse.
Another positive aspect is the building of friendships and camaraderie with the people: with the nursing staff, with the volunteers, with other patients. It’s nice to have people who understand, people who are going through a similar experience. People know you. You walk in and it’s ‘Hi Brian, how are you this week?’ It’s a very receptive, warm, very comforting environment to come to. We chat away and joke and have a laugh. In the meantime, the cannula is going in.
Alison, my trial nurse, is wonderful. She’s critical in providing that link between my doctor and nursing staff. Everything is organised down to the nth degree: she’s always 10 steps ahead. You know that if you ever have a concern or problem or don’t feel well, you can just pick up the phone and call her. You feel that you’re being cared for, that you count and you’re important as a person.
I believe that I owe the last few years of my life to my participation in the trials without which it is highly unlikely that the two subsequent secondaries would have been discovered in time to allow the necessary intervention. I’m very fortunate. I feel confident that I’m in wonderful hands. Living in Kiama, a little country town, I’ve had close friends with cancer who unfortunately haven’t done well, two deceased in recent weeks. I wonder if they’d have had the opportunities I’ve had, if they’d be alive now.
Patient storyLifehouse patient Brian Chudleigh shares his experience of participating in a clinical trial
Brian Chudleigh and his wife Jan
“It’s nice to have people who understand, people who are going through a similar experience. People know you. ” Brian Chudleigh
Chris O’Brien Lifehouse CFO Tim Holmes shares his experience of the 2013 Sydney Ride to Conquer Cancer. For me the decision to participate in last year’s Sydney Ride to Conquer Cancer was an easy one. As a keen cyclist and a member of the Lifehouse team, the Sydney Ride was a chance for me to combine two passions. I’ve been a cyclist for years, I ride to work each day and, really, I welcome any chance to spend more time on the bike. I’d done a couple of other ride events for charities in the past, but the Sydney Ride offered me the perfect combination of my personal interest and a cause that I’m very close to.
As Chief Financial Officer here at Lifehouse, I’m acutely aware of the importance of fundraising for our organisation’s mission, to provide uncompromising care to cancer patients. We’ve got a big vision here at Lifehouse. It’s not something we can achieve on our own, either. Our vision and business model both rely on fundraising.Uncompromising care requires a significant investment, which is why events like the Ride are so important to us and those we treat.
Last year’s Ride was an incredible experience for me, particularly for the community dimension. It was amazing to hit the road with people of all shapes and sizes, of all fitness levels, riding together for such an important cause. For many it’s a cause close to their hearts. Hearing personal stories from other participants over the course of the weekend made the event’s goals very real and tangible for all involved. I passed other riders on the route wearing flags proclaiming them as proud cancer survivors, some of them were even still going through chemo at the time. To
see that commitment – see them pushing through, conquering their illness and meeting the challenge of the event head on was pretty inspiring.
Along the journey, people cheered the riders on from the sidelines, which was really motivating for everyone. A group of my Lifehouse colleagues were riding as well and we were all moved by the sense of collective spirit in the riders, crew and volunteers. I think I underestimated the power of participation, of many people coming together for a single goal. Events like this really bring out the best in people.
The beauty of the Ride to Conquer Cancer is that it’s eminently achievable. I saw so many people meet the challenge and feel such a sense of achievement at going the distance, both in terms of the kilometres they rode and their fundraising goals. Even if you haven’t been on a bike in a while, with a small training commitment the distance really is something most people would be able to conquer. Riders are free to take their time on the two days and work within their own limitations. It could be a leisurely ride through some truly beautiful parts of NSW, or a race to the finish line – it’s really up to each individual. I would
however recommend rusty or novice riders get in some advance training to build up their comfort level with their cycle seat. Getting back on the bike for Sunday’s return leg could be a daunting prospect for the saddle sore.
I’ll be riding again this year. It’s a way for me to actively support the vision for healthcare that Lifehouse represents, something that resonates strongly with me. I encourage everyone to get involved, to challenge themselves, experience an unforgettable weekend and help Lifehouse deliver on our vision of uncompromising care.
Riding for the cause
RIDE TO
BENEFITING
Join Tim, the Lifehouse team and our supporters this year and feel good about your contribution – visit www.conquercancer.org.au for more information or call 1300 33 RIDE
Tim Holmes and team on day one of the 2013 Sydney Ride to Conquer Cancer
While Lifehouse isn’t a children’s hospital, the last few months have seen us welcome a host of younger visitors. June saw Lifehouse staff, patients and visitors treated to a superb choral performance, care of
the Camperdown Sunshine Kids. The kids entertained us with a selection of songs in the foyer, delighting patrons of the Lifehouse café with their monkey song, replete with choreography. We look forward to welcoming them back for a repeat performance very soon.
In the July school holidays our Arterie volunteers played host to the kids and grandkids of Lifehouse staff and patients with Kidzarterie. This series of creative holiday workshops saw the littlies get crafty in the Lifehouse LivingRoom with felt, ceramics, painting and all manner of colourful materials. The sessions were a pleasure for kids and grown-ups
alike. It was lovely to see one of our patients relaxing in the LivingRoom while her two grandchildren indulged their artistic sides in the workshops.
Arterie’s artists-in-residence and roving volunteers with their creative ‘carteries’ have also been popular as fun distractions for children who accompany their parents or grandparents to Lifehouse for consultations or treatment. Kids can colour in, play with moulding clay or contribute to one of the group installation projects to pass the time pleasantly, taking the pressure off the grown ups to entertain them.
Kids in the house
My year as a fellow – Dr Deepak Balasubramanian, July 2014Each year the Sydney Head and Neck Cancer Institute (now part of Chris O’Brien Lifehouse) funds two full time surgical fellows. The fellowship was created in 2002 by Professor Chris O´Brien and is designed to allow surgeons to receive high quality advanced surgical training in the field of head and neck surgery. Dr Balasubramanian was the institute’s 29th fellow since 2002.
My time as a fellow is coming to an end and when I look back at the last 12 months, I realise that I have gained so much knowledge in the management of head and neck cancers. Lifehouse sets a high standard in the comprehensive management of head and neck cancers. The level of involvement and commitment to patient care is exceptional. As a fellow, being part of such a dedicated team has left a lasting impression on me.
Each Monday’s multidisciplinary team meetings allowed me to interact with specialists from a range of departments including radiation and medical oncology, speech and swallowing pathology, palliative care and dental services. This multidisciplinary interaction highlighted for me the importance of planning the management of the patient in all aspects.
My surgical experience here has been intense. As a fellow I’ve rotated between senior head and neck surgeons who have a lot to share in the way of insight and experience. I was exposed to tumour ablative, endocrine and micro vascular reconstructive surgery. The spectrum of cases has been extensive and allowed me to make confident and correct decisions in the surgical management plans for the patient.
As I prepare to return home to India, I hope to put into practice what I have learnt here and share my experiences with my colleagues. This has been a remarkable year for me professionally and personally and I am grateful to Lifehouse for giving me the opportunity to be a part of a world-renowned team.
“As I prepare to return home to India, I hope to put into practice what I have learnt here and share my experiences with my colleagues.” Dr Deepak Balasubramanian
We’re counting down the days to the opening of day surgery in September and the launch of inpatient treatment early next year. The recent commissioning of the boilers for our Sterile Supply Department was another milestone along that journey. This state of the art equipment will be used to ensure the safety and quality of all surgical care for Lifehouse patients. Lifehouse Facilities Engineer Shannon Kolster (left) and
Director of Facilities Gary Wall (right) in the boiler room
Full steam ahead for inpatient services
If you would like to receive our quarterly posted newsletters by email rather than mail (and help us save on costs) please sign up to our e-newsletter at mylifehouse.org.au or phone us on 1300 852 500. Thank you for your continued support.
Lifehouse architects Rice Daubney were recently honoured with two awards recognising excellence in global healthcare design for the Lifehouse building and interiors. The firm has also been shortlisted for the prestigious World Architecture Festival 2014 for their work with Lifehouse.
Design and Health International Academy Awards 2014Lifehouse was announced as the overall winner in the Interior Design category at the Design and Health World Congress in July. Ronald Hicks, Director of Health and Research at Rice Daubney, was in attendance to accept the honour on behalf of his team.
Chris O’Brien Lifehouse represents a unique model of cancer care and funding in Australia, as a not-for-profit public benevolent institution and registered charity, treating public and private patients. We have no shareholders and income is reinvested for the benefit of our patients. For more information visit our website mylifehouse.org.au or telephone 1300 852 500 • ABN 70 388 962 804
Chris O’Brien Lifehouse interior
World Architecture Festival 2014Lifehouse is one of four projects shortlisted for this year’s World Architecture Festival’s Health (completed buildings) category. The annual festival celebrates global architectural excellence. Rice Daubney’s Ronald Hicks will travel to Singapore for the event, where he will present the rationale and vision for the design to an international jury in October. We wish Ronald and all the team at Rice Daubney the best of luck for the festival.
Congratulations to Rice Daubney for these incredible honours, and thank you for creating an award-winning, inspiring, patient-centred home for Lifehouse.
Healthcare Design Magazine’s Design ShowcaseLifehouse is one of only two projects in the world to receive an Award of Merit in this year’s annual design showcase of USA architecture title Healthcare Design Magazine. The Award of Merit is the highest honour available and it was hotly contested with over 99 entries submitted for this year’s event. The presentation of the award will take place at the Healthcare Design Conference in San Diego this November.
Global recognition for our world-class facilities
The Sydney Ride to Conquer Cancer will see hundreds of cyclists conquer a 200km course over an unforgettable October weekend. Now in its third year, the funds raised from the Ride benefit Lifehouse and go towards making things easier for people living with cancer. Sign up today to make a difference.
Date: 11-12 OctoberMore info: www.conquercancer.com.au or call 1300 33 RIDE
One of the major fundraising events for Chris O’Brien Lifehouse, the Sydney Weekend is an incredible experience all in support of a good cause. Sign up to walk today and feel good about your contribution.
Date: 8-9 NovemberMore info: www.endcancer.org.au or call 1300 33 WALK
The Weekend To End Women’s Cancers
The Sydney Ride to Conquer Cancer
Supporter events
A Wicked way to spend an evening
Brothers IV Brothers
The Romantics Fine Art Exhibition
High Tea by the Sea
Our sincere thanks to the Gordon Frost Organisation and WICKED Australia for generously donating the proceeds of ticket sales from the dress rehearsal show of international multi-award-winning musical hit Wicked. Wicked is the untold story of the witches of Oz and a favourite of audiences and critics all over the world including Broadway where the show was a number one hit. Wicked has won 90 international awards including a Grammy®, three Tony Awards® and six Helpmann Awards including Best Musical. This Sydney production features an all star cast including Lucy Durack (Legally Blonde) as Glinda, Reg Livermore AO (My Fair Lady, The Producers) as the Wizard and Jemma Rix (Wicked Singapore and Wicked Seoul) as Elphaba. Book your seats today for a fantastic evening at the theatre supporting Chris O’Brien Lifehouse. A big thanks also to JC Decaux for advertising the performance around Sydney.
Date: Final Dress Rehearsal Saturday 20 September, 2:00pm Capitol Theatre. Tickets:$69.90 Book: wickedthemusical.com.au or ticketmaster.com.au Phone: Ticketmaster on 1300 111 011
On 23 August two teams of heritage rugby players – Knox Old Boys vs. Iggies Old Boys – will don the jerseys for a special event, the third annual Brothers IV Brothers rugby match. The teams will battle it out for the Lachlan Robertson cup, a trophy named in honour of one of the Brothers IV Brothers founders who passed away last year from cancer. The day will feature some excellent ‘champagne rugby’ along with face painting and jumping castles for the kids and plenty of food and beverages. All money raised on the day will be donated to Chris O’Brien Lifehouse. All welcome: join us for a fun day out in support of a great cause.
The fifth annual Romantics Fine Art Exhibition will be held at the Hunters Hill Town Hall over the weekend of 12-14 September. Thank you to the Romantics artists and organisers for their continued support of Chris O’Brien Lifehouse over the past five years.
The annual High Tea by The Sea event raises money for a different charity each year and this year all funds will be donated to Chris O’Brien Lifehouse. Join us for a cocktail style high tea overlooking picturesque South Cronulla Beach. The afternoon affair includes champagne on arrival and a sumptuous high tea menu as well as great prizes and raffles.
Date: 30 August Tickets: $55 per personTime: 3pm - 5pmLocation: Zimzala Cronulla, 7 The Esplanade, Cronulla, NSWMore info: highteabythesea2014.eventbrite.com.auContact: [email protected]
OFFERS A RARE OPPORTUNITY TO EXPERIENCE
THE FINAL DRESS REHEARSAL
2PM, SATURDAY 20 SEPTEMBER • CAPITOL THEATREBOOK AT WICKEDTHEMUSICAL.COM.AU
ALL PROCEEDS GO TO CHRIS O’BRIEN LIFEHOUSE • WWW.MYLIFEHOUSE.ORG.AU
