Step 1.2 – Define what success will look like in your organisation

Outcomes: By completing Step 1.2, you will have a written statement of what a successful implementation of AHPEQS would look like. You could divide this into the ultimate outcomes you want to see, and how you will know you are on the right track to achieving the ultimate outcomes (intermediate outcomes). This step is very important to informing any later evaluation you may conduct.

Things to consider

This page lists the items that need to be considered in Step 1.2 to define what success will look like in your organisation.

Ultimate outcomes

When defining the ultimate outcomes you want AHPEQS to have, you might consider how these can align with and contribute to current policy, operational and strategic objectives. Think about your organisation’s short- and long-term priorities and plans, areas that have previously been identified for improvement, and the priorities of other organisations whose policies affect you (such as governments and head offices).

Note that it is very unlikely that AHPEQS alone can create all these outcomes – a more comprehensive approach to monitoring patient perspectives and viewing this in the context of other safety and quality information is necessary. However, there is evidence that improved patient experience is associated with many of these outcomes.

Outcomes you choose to monitor the impact of AHPEQS might include:

  • Positive trends in AHPEQS results over time
  • Early identification of concerning patterns in patient safety near misses, unsafe practices and adverse events
  • Improvement in other types of quality and safety outcomes including clinical outcomes
  • Increasing public and patient trust in your organisation (and its reputation)
  • Positive accreditation outcomes for actions related to person-centred care
  • Increased focus by decision-makers on improving the aspects of experience that are important to patients
  • Increased consumer involvement in decision-making at all levels of the organisation
  • Improved disclosure and communication of adverse safety events to patients.

Mechanisms to achieve the outcomes

How will you know that you are on the right track to achieving the ultimate outcomes? Monitoring the intermediate outcomes – the mechanisms your organisation puts in place to trigger the ultimate outcomes – will give you a good indication of progress.

Potential mechanisms that might help achieve the desired outcomes in your organisation include:

  • Regularly reporting results and trends to executive, board, staff and consumers
  • Integrating AHPEQS results into executive and board decision-making processes
  • Creating an automatic trigger for action when AHPEQS results fall below a certain level or when specific red flags are raised by the results
  • Integrating AHPEQS into routine quality improvement processes and Plan-Do-Study-Act (PDSA) cycles
  • Reporting and comparing AHPEQS results across wards or services
  • Using AHPEQS information to regularly update staff
  • Celebrating AHPEQS results in high-performing or improving parts of the service
  • Establishing consumer focus groups to dig deeper into the results.

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