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Introducing Experiencia – Augmented Intelligence Powering Human Care

This blog was originally published by Marc Plumart on his personal LinkedIn account

Around the world, hospitals are increasingly required to track patient experience. Regulatory authorities see it as a way to improve patient care, but it’s also a way to manage costs.

In the United States, “pay for performance” has been a factor since the Affordable Care Act was passed in 2010. U.S. hospitals get paid for good patient-experience scores and penalized for bad scores. In the United Kingdom, hospitals are required to report on patient experience, but there’s no link to revenue—yet. And in France, hospitals are now required to report several indicators related to quality of care, patient satisfaction being one of them to earn a financial incentive. This new regulation is causing quite a stir, because there is a link to revenue.

While many hospitals track data on patient experience, very few can use it to predict and implement the actions that will improve a patient’s experience in real time.

That’s why I was so pleased to go to Viva Technology, the global tech conference in Paris, and announce the worldwide launch of Experiencia. 

Experiencia is augmented intelligence that powers human care. And it puts Sodexo at the forefront of the move to patient-centered care in hospitals around the world.

Patient-centered care leads to better patient experiences. It also leads to better medical results. The research proves it. Patients who feel better about their healthcare journeys get better faster and stay healthier longer. 

It might surprise you to know that patients are more focused on their overall experience than the specifics of their medical care when they are in the hospital. Patients trust the medical staff to do the right things, but they judge their experience.

At a time when they can feel frightened and overwhelmed, patients want personalized service that makes them feel cared for as well as cured.

With Experiencia, we introduce a new level of rounding in hospitals. Medical staff have long done rounding; now, as part of Experiencia, support staff does, too. We have genuine conversations with patients, setting expectations for their care and asking them questions about their needs. 

We know these conversations are the right conversations to have at the right time, because Experiencia analyzes a myriad of data points to guide the timing and the topics. With full respect for patient privacy and regulations, our augmented intelligence processes hundreds of data points that come from an individual patient and compares them to millions of data points that have come before. It predicts the issues, so hospital staff ask questions about them, and solve them, before they become problems. Data and insights become actionable—not next month or next year, but in real time.

And it works. We know that when we’ve implemented Experiencia in U.S. hospitals, we have positively impacted patient-reported experience scores. Always. One hundred percent of the time. The improvement depends on many variables, but they range from 4 to 10 percentage points, and up.

At Sodexo, our focus is always on quality of life. We’ve been using Experiencia to help hospitals deliver better patient experiences in the U.S. for 10 years. We’ve built significant insights about how patients report their experience. And we’ve learned we can impact their perception of care by having personalized, focused conversations that anticipate and solve issues in real time. Now, we’re predictive. We use Experencia’s augmented intelligence to know who is more likely to report a negative experience, and what conversations and actions will to improve their perception of their experience.

Experiencia is an evidence-based solution to a complex challenge. It’s proven, simple, and effective for healthcare providers.

May 30, 2019

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