Pioneering Patient-centric Care With Voice Of The Patient
As Insight marks its 10th anniversary, the company reflects on a decade of transformative contributions to the healthcare sector. Over the years, Insight has established itself as a changemaker, driving innovation and placing patient-centric care at the forefront of its mission. One of the most impactful initiatives born from this commitment is the Voice of the Patient (VoP), an innovative concept developed to enhance healthcare outcomes by integrating patient feedback into care strategies.
The genesis of VoP can be traced back to the visionary approach of Clinical Consultant Dr Gary Kantor, who identified a critical gap in the healthcare system—the lack of patient perspectives in evaluating care outcomes. Kantor recognised the immense value of understanding what patients truly need and expect from their healthcare experiences. “The perspectives of patients have not been well captured in the past. Good doctors always listen to their patients, but health system design and performance have not until recently incorporated what patients, in all their diversity, tell us about their experience and specific outcomes,” says Dr Kantor. This insight led to the pioneering development of VoP, a system designed to collect, report, and learn from the experiences and outcomes of those the healthcare system serves—the patients.
VoP moves beyond traditional “patient satisfaction” surveys, often lacking clinical value, scientific rigour, and professional buy-in. Instead, VoP employs advanced technology and data analytics to capture patient-reported outcomes in real-time, offering a more holistic view of what patients receive from healthcare and what they require. The outcomes measured by VoP include critical aspects such as pain levels, mobility, physical, mental, and social functioning, and experience metrics like staff responsiveness and the quality of patient-clinical interactions.
By making insights into “what matters to you” available for assessment and improvement of care, VoP enables genuinely patient-centred healthcare. This initiative is more than a feedback mechanism; it is a tool for building a more robust healthcare system. Dr Kantor adds, “This co-creation process is incredibly important. It is a foundation for better healthcare over the long term.” The voluntary nature of patient participation and the protection of personal health data ensure that VoP respects patient privacy while driving meaningful improvements in care.
VoP’s effectiveness is underscored by its international recognition and successful partnerships, notably with the International Consortium for Health Outcomes Measurement (ICHOM). Insight Actuaries & Consultants has harnessed the power of data analytics to drive improvements in care strategies, aligning treatments with patient expectations. This shift towards value-based care models is particularly evident in Australia and South Africa. VoP has been adopted by private health insurers and hospitals. These metrics demonstrate the initiative’s effectiveness in enhancing patient-centered care through feedback-driven improvements.
Daniel Erasmus, Insight’s Australian CEO and VoP representative, remarks, “VoP is more than a measure; it’s a movement towards truly personalised healthcare. Our commitment to listening and adapting to patient feedback is paving the way for transformative changes in the industry.” The VoP platform in Australia is now the largest collection of patient-reported quality data in Australia. The international success of VoP is a testament to Insight’s pioneering stance and dedication to positively impacting the healthcare sector and end-users.
As Insight celebrates its milestone anniversary, the Voice of the Patient initiative is a flagship product of the group. This initiative reflects Insight’s commitment to innovation and patient-centred care, setting a benchmark in the industry and ensuring that every patient’s voice is heard and valued.
For further details or to get involved with VoP, visit https://www.insight.co.za/give-patients-a-voice/.
