Patient Experience Services in Healthcare
ELEKS’ (PX) patient
experience process
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Awareness
The discovery stage involves empathetic immersion into the patient's world, gathering insights through interviews, observations, and feedback mechanisms. Healthcare providers utilize tools like patient journey mapping and persona development to deeply understand patient needs, preferences, and pain points, laying a solid foundation for effective solution design.
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Analysis
Using insights from the design phase, healthcare teams collaborate to identify the root causes of patient issues and concerns. This involves synthesizing data, brainstorming potential hypotheses, leveraging data science tools and diagnostic systems to develop accurate, actionable diagnoses. These diagnoses then guide subsequent service design activities and treatment decisions.
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Implementation
The implementation phase drives the development of patient-centered activities based on uncovered insights. Healthcare providers co-create tailored plans with the design team and patients, using creativity and iteration to ensure solutions align with patient preferences, values, and goals, thereby fostering engagement and adherence.
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Monitoring
Continuous monitoring is integral to our approach, enabling healthcare teams to track patient and provider progress, assess treatment effectiveness, and iterate on plans as needed. By utilizing data-driven insights and patient feedback, providers can adapt their approach, optimize outcomes, and foster a culture of continuous improvement.
The information systems map provides a comprehensive representation of the interconnected patient experience software systems and processes within our healthcare organization. It illustrates the flow of patient care from initial contact to post-treatment follow-up, highlighting key touchpoints, resources, and interactions involved in delivering high-quality care. This includes patient registration, triage, clinical consultations, diagnostic testing, treatment planning, and discharge procedures.
