“The overall scope of our Value Partnership is to redesign our strategy and rethink our whole care pathway for patients. We want to ensure the best patient experience as we determine the appropriate diagnosis and most effective treatment, and we need a partner that thinks like we do.”
Value Contribution
Redesigned care pathway
To ensure the best patient experience and patient loyalty
Planed expansion of program
To improve patient experience at all Lusíadas Saúde sites
Staff engagement and training
Increases satisfaction and creates a great working environment
Challenge
Increase patient satisfaction
Delivering the best patient experience possible and generate a healing environment
Sustain patient loyalty
Enhancing reputation by generating a pleasant care experience
Enhance staff satisfaction
Educating staff on patient centered communication to generate a great working and care environment
Solution
- Long-term patient experience program focused on cardiology at two hospital sites
- Evaluation of the whole patient journey regarding patient experience, including workflow analysis, key performance indicator selection and measurements, as well as staff and patient surveys
- Staff training to enhance abilities of patient-oriented communication
- Improved humanization of the facilities, enhanced scheduling, optimized check-in and check-out, increased accessibility to digital tools, and clear signage to help navigate the hospital
- Proposals for external and internal communications with the theme “your experience is our new specialty”