Gain insights from prominent speakers at HMA 2023 as they explore the concept of future-proofing patient experience to meet the dynamic and evolving needs of patients. The question arises: How can healthcare providers navigate the path to the future of patient experience while working within the constraints of limited resources?
According to healthcare leaders, the future of patient experience will be deeply rooted in two core principles: “patient-centricity” and “agility.” These principles will serve as guiding lights in the journey ahead.
In practice, this means actively listening to patients and staying attuned to their evolving needs. It also involves embracing emerging knowledge and tools swiftly and adeptly, making adjustments as necessary.
The forthcoming Hospital Management Asia conference, scheduled for September 5 to 6, 2023, in Kuala Lumpur, will be a platform for in-depth discussions about the future of patient experience. The focus will be on the notion of care pathways and integrated workflows throughout the patient journey – from the moment an appointment is scheduled to the patient’s discharge and beyond.
Esteemed speakers will delve into innovative approaches that enhance patient centricity. For instance, Nadiah Wan, Chief Executive Officer of Thomson Hospital Kota Damansara, will share her hospital’s endeavors in establishing integrated workflows that amplify patient-centered care. Her hospital’s real-time dashboard amalgamates data from clinical and operational units, facilitating rapid analysis for actionable insights. With a unified digital system encompassing medical records, billing processes, and supply orders, the hospital now operates with enhanced seamlessness and efficiency.
Dhillon Singh, Vice President of Customer Experience Management at HMI Group, will shed light on delivering accessible stepdown care for patients post-discharge. This involves ensuring easy access to clinical guidance after leaving the facility, regardless of whether patients return home or transition to another care center. The focus will also be on providing caregivers with accessible care information. Singh will also emphasize the role of digital platforms in enabling these advancements. An illustrative example includes a secure “health passport” containing patients’ medical information, which secondary care providers can leverage for expedited and well-informed decision-making.
The rationale for elevating patient experience transcends mere loyalty and business outcomes. Numerous studies underscore the link between positive patient experiences and improved clinical results. Patients who report favorable care experiences and effective communication with healthcare providers exhibit greater adherence to medical advice and treatment regimens. Research involving heart attack patients reveals that those with positive care experiences enjoy superior health outcomes a year post-discharge.
For providers seeking avenues to enhance patient experience, initiating with a thorough assessment of existing programs and identifying gaps proves valuable. To this end, consider reviewing the paper authored by The Beryl Institute and Siemens Healthineers. This resource outlines methods through which providers can self-evaluate their progress in patient experience, pinpointing areas for strategic action that align with patient expectations and priorities.
Join us at HMA 2023 conference
Keen to improve patient experience at your facility? Hear from Dhillon and Nadiah at the session “Creating agile care pathways to future proof patient experience for both chronic and non-chronic diseases”, part of the Patient Experience track at HMA 2023 conference.