The patient journey is the patient’s experience through a wide range of interactions with the healthcare facility. It includes all communication from the moment a patient first hears about a healthcare facility (eg from a friend/acquaintance or Google search) until the moment they post an online review of their experience.

A HOLISTIC VIEW OF THE PATIENT JOURNEY

A holistic view of the patient journey is the key to understanding their needs, increasing their satisfaction and loyalty. Mapping their journey provides context around what patients experience as they move through the various channels of the healthcare organization and encompasses all touch points before and after the visit, in addition to those that occur when the patient is on-site at the healthcare facility. This allows us to walk in our patient’s shoes and observe their experiences from the outside in.

A broad view of the patient experience, journey and satisfaction provides a multidisciplinary overview of the patient experience, so all team members can be involved in gathering and understanding patient insights and begin to identify blind spots, or rather processes where there are hidden challenges.

THE IMPORTANCE OF A BROAD VIEW OF THE PATIENT EXPERIENCE

Feedback from our patients at Sinteza Polyclinic provides us with valuable input on how we as an organization can improve their experience. Examining feedback at multiple levels gives us direct insight into what is working well and what we need to further improve in the way we deliver services to earn their trust and exceed their expectations.

In addition to improving the patient experience and improving the way healthcare services are provided, this process also helps build and strengthen reputation (online and offline), increase patient retention/return rates, and better understand their wants and needs. In this way, we can also detect inconsistencies, deficiencies and common pain points, which through consistent monitoring, evaluation and reaction results in process optimization – change the approach to patient care from reactive to proactive.

By collecting feedback in real time, it enables us to react quickly in case of expressed patient dissatisfaction and the opportunity to correct the error in time and try to keep the patient with us (prevent negative reviews and lack of referral).

METHODS OF GATHERING FEEDBACK IN THE SINTEZA POLYCLINIC

1. Mystery shopping

The visit of the secret shopper is organized once a month (each month at a different operator) in cooperation with a long-term, high-quality partner. With the help of a detailed questionnaire, the secret shopper evaluates the entire journey of the patient and sends a report based on his observations. We can change and adapt the questionnaire at any time and examine any aspect of service provision we want. Appointment ordering (telephone communication method, impression of the operator, his expertise, friendliness, sales, information), reception and reception service (appearance and tidiness of the premises, behavior of employees, waiting time, friendliness and information, welcome, upselling), medical service are evaluated (approach and attitude of the operator, clarity in the conversation, expertise and recommendation of treatment, persuasiveness, focus, interest, atmosphere, dedication), attitude of the medical staff (attitude and communication), final contact and payment (agreement of a new appointment, therapy plan, invoice, greeting , sales interview) and overall impression and satisfaction with NPS and final comment.

2. Service satisfaction survey

The survey is generated via a link with a questionnaire that is automatically sent to patients in the form of a message (SMS, Whatsapp or Viber). Clicking on the link opens a short survey on patient satisfaction with all touchpoints of the service and measuring their loyalty (loyalty drivers/NPS). Additionally, an open question is included where patients can leave praise, constructive comments, criticism and what they would potentially change. Patients who rate their experience as positive are directed to Google reviews and invited to describe and publish their experience. The personalized dashboard allows us to see the analytics at any time, according to any parameter.

3. Application for rating doctors and cosmetologists (Rate your operator)

The application is located on a tablet in the reception area where colleagues from the reception instruct patients to leave their rating in two quick clicks – simplified and impulsive. By selecting the operator’s image, a scale from 1 to 10 (in the form of stars) opens, through which the patient selects his satisfaction rating.

4. Waiting time at the location

Through our unique and customized patient tracking system (MedCRM), we track the waiting time in the waiting room from the moment of arrival to the moment of collection by the medical staff. We compare the collected data with the monthly average of the location and operator, and take the necessary steps to reduce it.

A detailed report of the collected data is sent once a month to the management team and comments are made at operational meetings, while aggregated data with positive and constructive comments are communicated to employees with the aim of further optimization. Additionally, based on the results, additional processes and protocols are developed and refined.

It is therefore important to know that apart from the service itself, there are many points of contact between the patient and the polyclinic, and our goal is to be at a very high level at each of these points – marketing communication, telephone and written communication, reception and helpfulness of the reception staff, medical staff and doctor and follow up – we take care of everything the patient needs.

Hodograms have been developed for all types of services, and the long-term goal is to standardize as many steps as possible – so that every patient receives the same (high) level of service. It’s easy to assume that any one touchpoint is more or less important than another. The fact is that each provides unique value to the patient experience. Each plays a role in helping the patient achieve their health goals.