PLX Academy · News · 18 February 2022
Sistina Oftalmologija was the first medical hospital in the region to set patient experience as its strategic goal, and the first to establish an Office of Patient Experience
„Patients First” is the guiding principle and a strategic goal of the world’s leading hospitals, like the Cleveland Clinic. The pandemic has caused much upheaval, but the lessons that have been learned provide a springboard to assess the critical gaps and set future pathways for delivering even better human-centric care driven by digital innovations“, was the conclusion of the 4th International Patient Experience Symposium, organized by the Cleveland Clinic Abu Dhabi and SEHA – an independent, public joint-stock company created to manage and develop the curative activities of public hospitals and clinics of the Emirate of Abu Dhabi.
The symposium was also attended by directors of other well-known hospitals in the region, such as Medicare, representatives of well-known pharmaceutical and consulting companies, along companies from the digital world and innovations in healthcare. Тhe common goal was to transfer experiences, knowledge and offer new technological solutions to improve patients’ health care.
Sistina Oftalmologija in providing excellence in human-centric care is shoulder to shoulder with the world’s leading hospitals like the Cleveland Clinic and the Mayo Clinic. The „Patient Luxury Experience“ model is at the core of their operation and they continuously strive to provide outstanding clinical care within a caring, compassionate and supportive environment for patients and their families.
World healthcare leaders have pointed out that putting patients first requires more than world-class clinical care; it requires care that addresses every aspect of a patient’s encounter, including physical comfort and educational, emotional, and spiritual needs. The wellbeing of the caregivers has also been stressed as an equally important factor in delivering excellent patient experiences, especially after COVID-19. Many clinicians have faced burnout, stress, anxiety, and depression during the COVID Crises.
Sistina Oftalmologija was the first medical hospital in the region to set patient experience as its strategic goal, and the first to establish an Office of Patient Experience. Led by Dr. Vesna Cado, the Office of Patient Experience through coordinated action and participation of physicians, nurses, and other relevant hospital staff has been there to ensure consistent focus on experiences by partnering with caregivers to exceed the expectations of patients and families.
„Human Experiences is the main focus of the eye hospital Sistina Ophthalmology. We develop and design our hospital based on the experiences of our patients, of our employees, and the wider community. We understand what patients need and we know how to deliver it“, Dr. Vesna Cado said.
The Меdical Director of Patient Experience in the Cleveland Clinic Abu Dhabi, Piergiorgio Neri, noted that empathy is the key for positive patient experience. „Empathetic medical care is associated with improved adherence to treatment recommendations, better clinical outcomes, fewer medical errors and higher patient and clinician satisfaction. It results with an increasing number of patients and increased hospital revenues “.
For, Mazza Almagthob – Director of Patient Experience in the Cleveland Clinic Abu Dhabi, „PX is not an add-on, it is a part of every interaction which physicians have with their patients. We continuously organize trainings in communication, leadership and team work. PX is work in progress. It will never end”.