Reimagining Patient Experience
![Reimagine patient experience](https://www.bestdocapp.com/wp-content/uploads/2021/09/Reimagining-Patient-Experience-2-copy-1024x421.jpg)
The Indian healthcare industry has arguably seen the greatest paradigm change than any industry post-Covid. From having to pause elective surgeries to facing acute shortages of equipment and hospital beds, the pandemic has caused healthcare to change nearly everything about how it operates and designs patient experiences.
5Mins Read
Written By | Pooja George
The “work-from-home” consumer has evolved, and so have their preferences in consuming healthcare. Even before the pandemic, the healthcare industry had started to realize patient experience as a key competitive advantage. Having worked with several large hospitals in India and as an avid follower of healthcare best practices globally, I have had the opportunity to interact with the changing healthcare consumer. I have witnessed the loss of market share amongst organizations that were unable to adapt to these changing requirements. This article is the need of the hour for hospitals looking to adapt and evolve with the patient’s expectations. It showcases the examples of successful hospitals that have gone to great lengths to make the “patient experience” a priority.
Najlepsze kasyna online w Polsce
Najlepsze kasyno online paysafecard w Polsce oferują różnorodne bonusy i promocje. Mogą one obejmować zarówno darmowe spiny, jak i kody gotówkowe bez depozytu. Istnieje nawet kilka witryn, które oferują bezpłatne aplikacje kasyna mobilnego na iOS i Androida. W rzeczywistości większość najwyżej ocenianych kasyn oferuje doskonałe gry na wszystkich platformach.Jedną z najlepszych rzeczy w graniu w kasynie online jest to, że możesz grać na prawdziwe pieniądze w zaciszu własnego domu, gdziekolwiek jesteś. Niektóre witryny oferują w pełni zoptymalizowaną wersję mobilną, do której można uzyskać dostęp za pośrednictwem dowolnego połączenia internetowego. Oznacza to, że możesz grać w swoje ulubione gry kasynowe w podróży, bez konieczności rezygnacji z bezpieczeństwa lub prywatności.Wielu graczy lubi dreszczyk emocji związany z hazardem w podróży. Jednak przy tak wielu opcjach kasyn online, wybór właściwego może być trudny. Zanim podejmiesz ostateczną decyzję, ważne jest, aby wiedzieć, że grasz na legalnej stronie. Kilka rzeczy, na które należy zwrócić uwagę, to bezpieczeństwo, polityka prywatności, metody wpłat i wypłat oraz szeroki wybór gier.Najlepsze kasyna online w Polsce oferują również bonusy i promocje, w tym kod gotówkowy bez depozytu i nagrodę za rejestrację. Te bonusy mogą dać ci szansę przetestowania strony za darmo i mogą być dobrym sposobem na sprawdzenie, jak działa strona, zanim zaczniesz grać na prawdziwe pieniądze. Niezależnie od tego, czy interesują Cię automaty do gry, czy poker, najlepsze kasyna w Polsce mają coś, co zaspokoi Twoje potrzeby.Najlepsze kasyna w Polsce znajdują się w dużych miastach, takich jak Warszawa, Kraków czy Łódź. W tych obszarach można również znaleźć kasyna naziemne. Na przykład Orbis Casino w Katowicach i Hotel Marriott w Warszawie należą do najlepszych kasyn w kraju. Inne popularne opcje to PlayAmo Casino i Energy Casino.Podczas gdy najlepsze kasyna online w Polsce oferują szeroki wybór gier, zakłady w Internecie mają pewną nowość. Dotyczy to zwłaszcza sportu. Polscy gracze mogą stawiać zakłady na wydarzenia krajowe i międzynarodowe. Mogą również wybierać spośród szerokiej gamy gier stołowych i automatów. W przeciwieństwie do miejsc naziemnych, mogą obstawiać sport za złotówkę, lokalną walutę.Kasyna online w Polsce również oferują zmieniające życie progresywne jackpoty. Oznacza to, że możesz wygrać duże pieniądze i zachować swoje wygrane. Co więcej, najbardziej niezawodne kasyna online w Polsce zapewnią Ci płynną grę, w tym opcje natychmiastowej gry.Wybór najlepszego kasyna online w Polsce może być trudny. Chociaż polski rząd nie wprowadził żadnych zakazów ani ograniczeń dotyczących gier hazardowych, ostrzegł zagraniczne strony hazardowe, że zamierza podjąć przeciwko nim działania. Mimo zagrożeń klimat prawny sprzyja jednak rozwojowi branży gier online. Mimo to większość kasyn online działa z zagranicy w nieuregulowanej przestrzeni i jest popularnym wyborem wśród polskich graczy.
Meilleurs casinos en ligne en France
Si vous êtes un résident français, vous avez la chance de jouer dans certains des meilleurs nouveau casino en ligne 2023 d’Europe. Avec un peu de recherche, vous pouvez trouver un casino qui vous convient. Ces établissements offrent des services de haute qualité, tels qu’une grande variété de jeux, un support client de premier ordre et des bonus lucratifs. Alors, quel est le meilleur casino en ligne pour vous ?La première étape consiste à créer un compte. La plupart des casinos acceptent les cartes de crédit, les portefeuilles électroniques et d’autres méthodes de paiement populaires. Les cartes de crédit sont particulièrement pratiques, car elles permettent des dépôts et des retraits immédiats. Les portefeuilles électroniques tels que PayPal et Skrill sont également des moyens sûrs et sécurisés d’effectuer vos paiements. Cela en fait une option viable pour de nombreux joueurs.Il existe de nombreux sites Web parmi lesquels choisir. Les plus fiables sont ceux qui ont de solides antécédents. Certains de ces sites ont des dizaines de machines à sous et des centaines de jeux de table. Vous pouvez même jouer à des jeux de croupier en direct avec des croupiers professionnels.Créer un compte est aussi simple que quelques clics et quelques minutes. L’utilisation d’un portefeuille virtuel comme HiPay est une autre option pratique et sécurisée. En France, la monnaie officielle est l’Euro.Les meilleurs casinos en ligne de France vous permettront de vous inscrire gratuitement, et un certain nombre d’entre eux offriront des bonus de recharge gratuits pour garder votre bankroll rechargée. Ils sont un excellent moyen de tâter le terrain et de se faire une idée du site Web.La caractéristique la plus excitante de ces casinos est la gamme de jeux qu’ils proposent. Certaines des plus populaires sont les machines à sous, la roulette et le blackjack. Ceux qui cherchent à tout faire peuvent opter pour des machines à sous vidéo, qui offrent de meilleurs graphismes et thèmes. Quelques-uns des casinos les plus impressionnants ont plus d’un millier de machines à sous, ce qui offre des heures de divertissement.L’un des aspects les plus importants du jeu dans un casino en ligne français de premier ordre est le service client. Bien que vous n’obteniez jamais de réponse instantanée d’un représentant du service client, il devrait pouvoir vous aider si vous avez besoin de quoi que ce soit. La plupart des meilleurs casinos en ligne offrent un service client 24h/24. Alternativement, vous pouvez essayer de contacter l’équipe du service client de l’entreprise par e-mail.Ce n’est un secret pour personne que les jeux de casino sont populaires en France, mais avec tant d’options, choisir la bonne peut être un peu difficile. Pour tirer le meilleur parti de votre expérience de jeu, faites vos devoirs et choisissez un site avec une solide expérience.Les jeux les plus populaires pour jouer dans un casino en ligne français sont les machines à sous, la roulette et le poker. Cependant, en plus de ceux-ci, vous pouvez également consulter d’autres jeux, tels que le bingo.Que vous choisissiez de jouer dans un casino avec ou sans licence, c’est une bonne idée de faire vos recherches et de lire les petits caractères. Le jeu est amusant, mais vous ne voulez pas trop dépenser ou courir après les pertes. Prendre ces précautions garantira une expérience de jeu en ligne sûre et satisfaisante.
How to Find the Best Online Casinos in Australia
If you’re planning on gambling online, you’ll need to find a top-rated $5 minimum deposit casino australia. Fortunately, there are plenty of options, and you can use your preferences to pick one that best suits you. But which are the best online casinos for Australian players?First, it’s important to note that a good Australian online casino should be trustworthy. This means that it has a secure platform, as well as fair games and payment methods. Online casinos with a high rank will also have a wide range of games. These can include slots, poker, blackjack, and other table games. There are even some that offer virtual sports betting.Next, it’s important to consider the type of games that you enjoy playing. Most Australian online casinos have hundreds of options, from slots to card games. The more games you play, the more chances you have of winning money.Another factor to take into account is the games’ quality. Several casinos, for example, allow you to test their game before you commit to a real-money account. Some are willing to let you play for free. And the best ones will have a variety of incentives to encourage you to return.Many Australian players are very active gamblers. When they play, they want to win real money. In order to give them the opportunity to do so, online casinos offer a range of bonuses and promotions. You can also look for tournaments, live dealer games, and other incentives.The best casinos will have a variety of products and services, including flexible limits. For example, you may be able to start playing a slot and switch to a game like blackjack later on. Similarly, you can try your hand at virtual sports betting or roulette.You can also expect to receive a welcome bonus. The best online casinos in Australia will give you a match of your first deposit, as well as a free spin or two. A bonus of this type is a standard part of the casino’s strategy. Depending on the casino, you might receive a smaller or larger deposit match. Also, you might be able to take advantage of a referral bonus or no-deposit bonus.One of the most reliable providers of gaming material in the world is Microgaming. Established in 1994, this software provider has over 800 games and is considered a leader in the industry. Their portfolio of casino games includes hundreds of slots, including the popular NetEnt jackpot slot. They also offer baccarat, blackjack, and other live dealer games.Realtime Gaming (RTG) is another reputable software company that has a vast library of games. Their titles are known for their excellent graphics and sound effects. RTG’s games are available in many languages, and their website offers 11 language versions. Additionally, their website has an easy-to-use design, making it easy to navigate.It’s also a good idea to consider your preferences for the casino’s user interface and theme. If you’re not fond of the way a casino looks, it might not be the best place for you to play.
Is Patient Experience Critical to Survival for Hospitals?
Here are some statistics that show why patient experience matters.
- Based on the Health Care Check-Up Survey, 2nd Edition, Intuit Health:
- 59% of Gen Y patients say they would switch doctors for one with better online access
- According to Accenture 2019 Digital Health Consumer Survey, US Results:
- 70% of patients say they will choose medical providers who send emails or text messages when it’s time for preventive or follow-up care.
- 69% of patients say they are more likely to choose medical providers who communicate with their patients through a secure email.
- 58% of Gen Z, Millennials, and Gen Xers say responsiveness to follow-up questions via email or phone outside of the appointment is critically or very important to their overall satisfaction.
- According to the Agency for Healthcare Research and Quality (2017 report), good patient experiences provide many benefits such as:
- Lower financial implications associated with malpractice
- Lower employee turnover rates
- Improved relationship quality, which is a major predictor of patient loyalty and retention, and eventually an organization’s revenues
- So, patient experience is no longer a “nice to have”. It has transitioned to a “must-have” in the warp and woof of the “hospital destiny” fabric.
Patient Experience Management in a Hospital Setting: First-Hand Experience
While working in a premium hospital in Mumbai and managing one of the OPD units, I remember meeting a customer. He told me, “I come here every year for my annual health checkups.” He spoke at length about the special “bond” he had built with the hospital.
![Patient experience](https://www.bestdocapp.com/wp-content/uploads/2021/09/Reimagining-Patient-Experience-copy-768x407.jpg)
Dissecting the Elements of Patient Experience: Key Takeaways
During my tenure at the hospital, I began to understand how an organization could build a bond like this with a customer. My key takeaway was how customers were “made to feel” with all the favorable elements of patient experience spelt down below:
Patient-Centric Building:
- The hospital culture not only had various quality accreditations under its belt but had a culture of continuous quality improvement
- Employee attrition rates were negligible. The hospital had defined clear and concise job roles, and the culture was one where people could learn and grow
- Employees provided a patient experience similar to what guests get at home
- The staff greeted customers with a genuine smile. The hospital had trained all customer-facing employees to make brief and well-timed conversations to make the customer feel at ease.
Patient-Centric Service Mix:
- Packages were curated to have elements to check on the “overall” patient experience
- The hospital administration had laid down variety in the food menu options to cater to the international and local palette.
- Customers knew they could trust the hospital. That there were no hidden charges. Communication was transparent and precise. No unnecessary procedures were going to be recommended.
- Simple aspects were focused on and put into practice. For example: If someone was walking with a wet umbrella, there was provision for not having to walk around the entire hospital with it. Patients could hand over the umbrella to the front office staff for safekeeping at the OPD itself.
- Doctors whom the customers would meet would counsel them patiently and gently. In case there was any grievance on this front, the Medical Director would deal with it.
Patient-Centric Process Mapping:
- The hospital knew exactly how many customers could be treated like a king and queen. Using this data, the hospital provided only those many appointments daily.
- The time committed to completing the set of tests was kept, and the reports were accessible digitally. This was at a time when hospitals were just having HMIS systems incorporated.
Lessons in Patient Experience from the Cleveland Clinic
Another case in point is the Cleveland Clinic story. This nearly 6,000-bed hospital brand embraced the patient experience metric as seriously as its clinical outcomes through its program called “Managing the 360.”
Although the Cleveland Clinic excelled in clinical outcome rankings, the management knew that their customer satisfaction rates were abysmally poor. So the CEO Delos Toby Cosgrove in 2009 had two studies undertaken. The findings led him to start with the following remedial measures to improve patient experience:
- He had half-day sessions throughout the organization for 1 year. In these sessions, a trained facilitator led randomly selected groups of 8-10 people to share their experiences and learnings with each other.
- Displayed electronic dashboards on real-time data to sensitize the staff.
- Developed a system to track and analyze patient attitudes and complaints
- Started a Best practices department where employees would contribute what they did that caused the patients to feel happy and appreciative of services.
- Had the nursing staff see patients every hour and ask specific questions, such as
- Do you need anything?
- Do you have pain?
- Do you need to be repositioned?
- Do you need your personal belongings closer to you?
- Do you need to go to the bathroom?
- Commenced a “Caregiver Celebration program” with a CEO Award of Excellence as part of developing and managing the workforce.
- Held training for staff to develop emotional intelligence, enhance engagement as part of day-to-day activities, to communicate and implement change.
- Had managers submit annual plans on improving the engagement and satisfaction of the people they manage.
- Set patient experience expectations by sharing curated printed material and interactive online videos with them, describing the hospital environment and procedures, and explaining the rationale.
Measurement is the Key to Improving Patient Experience
As the adage goes – “Anything that cannot be measured, cannot be improved.”
To implement any or all of these processes cited above, you will first need to start with a blueprint of your ideal “patient experience”. Every forward-thinking organization would need to dwell on what metrics of the patient experience you would like to measure. The yardstick you use to measure your patient feedback will set a benchmark to where your entire organization is headed.
The methodology chosen to obtain this feedback would be equally important to ensure higher feedback rates. In today’s digital era, healthcare providers will need to develop fluid and creative ways of omnichannel digital feedback collection. This can allow patients to share what they think honestly and quickly.
At BestDoc, we have been working closely with various hospitals across India to help them capture and analyze patient feedback through our digital solution. Our solution has enabled hospitals to improve their patient satisfaction metrics by assisting them to capture the nuances of the patient experience.
Final Thoughts
The future of healthcare will be high-tech and high-touch. Organizations that would be at the forefront of this transition would be familiar with multiple delivery formats both within and outside of the hospital. In addition, they will have the wherewithal to harness technology to personalize the patient experience and ring in the “Wow” effect.
References:
- https://www.intuit.com/company/press-room/press-releases/2011/IntuitHealthSurveyAmericansWorriedAboutCostsWantGreaterAccesstoPhysicians/
- https://www.accenture.com/us-en/insights/health/todays-consumers-reveal-future-healthcare#zoom=50
- https://my.clevelandclinic.org/about/overview/who-we-are/facts-figures