1. How would you describe how the accelerated pace of digital transformation has impacted patient’s expectations?

The accelerated pace of digital transformation has translated into more avenues for patient empowerment particularly with the changing preferences of consumers and the expectations that the ease of their digital interactions with non-healthcare services should mirror their experience with healthcare providers.

In our fast-paced world, patients seek personalized and convenient services and expect as a minimum to have the ability to access healthcare when and how they want it. Organizations that are set to thrive must create a platform that allows for variety and the ability for patients to choose whether to interact digitally or through traditional platforms.

2. Do you think consumerism has impacted the healthcare industry?

Consumerism has certainly become a significant part of healthcare and patients are increasingly relying on online channels and feedback from other patients to drive their healthcare choices. Patients seek quality, value, convenience among other things and organizations that fail to synchronise their strategy with what patients demand, are destined to lose patients to competitors. Consumerism is also driven by easy access to information which has put patients as the key drivers of their healthcare as a result, the magic recipe for healthcare organizations is to master the art of driving quality while creating a positive and consistent patient experience.

3. How should patient satisfaction analytics be utilized to drive positive change?

Fixing a problem starts with understanding the problem. Patient satisfaction data should be used as a tool to connect with patients to determine how well their needs are being served. If data analytics are too complicated and cannot be broken down into a manner that front-line caregivers can use to drive positive change, then the data is of no benefit. Through your patient satisfaction surveys, the voice of the patient comes through in 3 main ways:

• How satisfied they are with your service delivery – Keep promoting this within your organization.
• What you can do to further improve or take your service delivery a notch higher – this often translates into the fact that your patients seek more convenience; consider this as complementary advice from your patients on how to better compete in the marketplace.
• What they are displeased about – Develop an effective action plan to enhance the quality of care provided.

4. What is the benefit of involving front line caregivers in driving patient experience strategies?

Creating a platform that encourages the participation of front-line caregivers in developing and driving patient experience strategies has proven to be the most impactful and fosters a sense of employee ownership in implementing the strategies.

5. How do you think participants will benefit by attending 5th Annual International Patient Experience Symposium?

The symposium will allow like-minded passionate individuals with the opportunity to expand their skills and knowledge and bring back to their respective organizations key strategies for developing a consistent patient experience culture.