Patient experience Archives - InnoHEALTH magazine

Future-Ready Hospitals: A Blueprint for 2030

InnoHEALTH Magazine — Thu, 27 Nov 2025 10:22:23 +0000

In a groundbreaking session titled “Future-Ready Hospitals: A Blueprint for 2030,” industry leaders gathered to discuss the transformative potential of technology in healthcare. The session was moderated by Dr. Kousar Shah, Group CEO of Sharda HealthCare, and featured key insights from a panel of experts including Ms. Manini Puranik, Ms. Monika Aggarwal, Dr. Raajeev Virmani, Mr. Vishal Gupta, and Mr. Pradeep Saha.

The Role of AI in Healthcare Transformation

The session kicked off with Ms. Manini Puranik, Founder of Ekayaa Consulting, emphasizing the paradigm shift that artificial intelligence (AI) is bringing to healthcare. She illustrated how AI is moving beyond being a mere system of record to becoming an integral part of hospital operations. “AI is changing the way we interact with technology in healthcare, making processes more natural and intuitive for both patients and providers,” she noted.

Ms. Puranik shared a thought-provoking scenario from an AI-enabled clinic, where a virtual assistant could assess patients and provide personalized recommendations. This underscores the potential of AI to enhance patient experiences and reduce wait times—transforming how patients interact with healthcare facilities.

Building Patient-Centric Infrastructure

Next, Ms. Monika Aggarwal, Director of IT at Sarvodaya Hospital, presented her vision for patient-centric hospital design. She highlighted the importance of creating spaces that promote healing and comfort. “Hospitals in 2030 should be lean, safe, and patient-focused,” she asserted, advocating for designs that incorporate natural light, open spaces, and flexible treatment environments.

Aggarwal also touched upon the integration of digital touchpoints, such as mobile applications and real-time monitoring systems, to improve patient engagement and outcomes. By focusing on user experience, healthcare facilities can significantly enhance the patient journey and satisfaction levels.

Overcoming Challenges in AI Integration

Dr. Raajeev Virmani, Clinical Head at GE HealthCare, addressed the potential challenges in implementing AI within healthcare systems. He warned that while AI holds great promise, resistance to change and fragmented data systems could hinder progress. “The key to successful AI integration lies in ensuring data interoperability and addressing ethical concerns,” he emphasized.

Dr. Virmani also highlighted the importance of workforce training, stating that healthcare professionals need to be equipped with the knowledge and skills to utilize AI tools effectively. “If we cannot explain the algorithms and their benefits clearly, we will struggle to gain acceptance,” he remarked.

Creating a Sustainable Healthcare Ecosystem

Mr. Vishal Gupta, Head of Healthcare Business at Ingram Micro India Pvt. Ltd., shared insights on the financial sustainability of hospitals in the age of digital transformation. He highlighted the need for hospitals to focus not only on technological investments but also on operational efficiencies to ensure long-term viability.

“Technologies should enhance the quality of care while optimizing costs,” Gupta stated, emphasizing that the return on investment (ROI) should encompass both financial metrics and patient health outcomes. He stressed the importance of holistic approaches to healthcare that prioritize patient safety and satisfaction.

Cybersecurity in the Age of Digital Health

As digital transformation accelerates, cybersecurity emerged as a critical concern. Dr. Kousar Shah highlighted the increasing vulnerability of healthcare systems to cyberattacks. “Cybersecurity must be integrated into the clinical quality framework of hospitals,” he urged, noting that data breaches can have severe financial and reputational consequences.

Panelists discussed the need for robust cybersecurity measures, including regular training and awareness programs for staff to prevent human error, which is often a leading cause of data breaches. The discussion underscored that safeguarding patient information is not just an IT issue but a responsibility shared by all healthcare professionals.

The Importance of Training and Workforce Adaptation

The session concluded with a discussion on the necessity of workforce adaptation to embrace new technologies. Mr. Pradeep Saha, Group CIO of Artemis Hospitals, emphasized that healthcare professionals must be empowered through comprehensive training programs that demonstrate the value of technology in improving patient care.

“To successfully implement AI and automation, we must create a culture of innovation and acceptance within healthcare organizations,” Saha noted. He also reiterated the importance of designing systems that minimize friction and support

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Bringing the Concept of Patient Experience & Standards to India

InnoHEALTH Magazine — Thu, 24 Oct 2019 07:45:05 +0000

India’s business of healthcare continues to grow steadily – with its wider coverage, better services, and increasing investment. As per the India Brand Equity Foundation – the Healthcare Market in India is expected to be the US $ 372 billion in size by 2022, driven by rising incomes, greater awareness levels, higher incidence of lifestyle diseases and access to healthcare insurance. While the industry continues to be focused on operations and revenue and notwithstanding the launch of Ayushman Bharat – the world’s single largest Government-funded Healthcare program, the need for understanding and defining what can bring about change from within – is critical.

An increasingly competitive market driven by aware and technology-enabled patients and caregivers is seeing greater levels of involvement and their rapidly increasing need for driving their own health-care experiences. The Harvard Business Review believes that “the future of the global health care market lies in delivering high-value care that concentrates on Patient Experience.”

It is important to understand that Patient Experience is not just about an individual patient’s interactions – but also his or her perceptions of that caregiving experience. A Healthcare organization that consistently delivers a better quality of patient experience will be able to drive better quality of patient outcomes and in turn – better business performance.

It is in this scenario – that Team CRM Academy of Asia has partnered with Terragni Consulting and Indian Chamber of Commerce to bring you the Patient Experience Conclave & Awards 2019, to establish the Patient Experience paradigm and benchmark its performance standards – and drive the change for the entire Indian Healthcare Industry.

The Patient Experience Conclave & Awards is a day-long first of its kind event on December 11th, 2019 (Wednesday) at Shangri-La Hotel, Connaught Place, New Delhi and will bring together senior healthcare professionals, thought leaders and PatientExperience practitioners from both national and international organizations – all of whom are tasked with overseeing their organization’s Patient Experience Strategy.

Our Conclave Agenda will include keynotes, panel discussions and more on the following topics:

Identifying and Understanding your Customer
Journey from Patient Satisfaction to Patient Experience
The ROI of Patient Experience
Great Experiences need Great people
Nursing Excellence for a great Patient Experience

Other highlights of the event include the identification and setting of Patient Experience Standards, which we will be recognising and rewarding at our Patient Experience Awards Ceremony. The Conclave will also see the release of our Knowledge Report on the “State of Patient Experience in India.”

The Patient Experience Conclave & Awards is being curated by the Customer Relationship Academy of Asia (CRMAA) – a non-profit body of CRM professionals – empowering enterprises with fresh learnings & best practices in creating, customizing and maintaining Customer Relationships. This initiative is in partnership with Terragni Consulting and the Indian Chamber of Commerce.

For registration and detailed information about the Awards or to Submit Your Entry for the Awards, go here
For more information and to get a copy of Conclave Brochure or Awards Brochure – please email info@crmasia.org

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Real time patient monitoring system

InnoHEALTH Magazine — Thu, 08 Feb 2018 08:24:33 +0000

Real time patient monitoring system at a destination healthcare facility

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Dr. Chandy Abraham has extensive experience of working in both clinical as well as academic settings in India and the United Kingdom and is currently Chief Executive Officer, Medical Director. Dr. Chandy is a “lead surveyor” for the “National Accreditation Board for Hospitals and Healthcare organisations,” the Indian accreditation agency which works for ensuring quality in the healthcare sector.

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Dr. Vinit Raj, Quality Officer, A Certified Healthcare Quality Professional with a Masters in Hospital Administration and over 9 years of experience in healthcare quality. He has successfully completed 8 Joint Commission International surveys for the hospitals in India, Middle East and North America. He has completed a Certificate Program on Patient Safety and Quality from National Association for Health Care Quality & Harvard Medical School USA.

The era of technology and digitization has been a catalyst for all the improvements in the healthcare industry. It has bridged the communication gap between healthcare providers and patients and it has been the driving force for better and more accessible treatment, improved patient care and efficiency.

Patient satisfaction is of paramount importance. And this article speaks about our journey of improving the patient feedback system and response rates in order to address the needs of the patient in real time.

Digital survey tools are nothing special in the business world, but they are the new tool in the healthcare system still burdened with paper. Traditional paper-based surveys— usually used by a subset of patients often yield feedback from less than 10 percent of the patient population, can be subject to transcriber error and typically do not provide timely or statistically reliable data.

Background:

Patient experience has become an increasingly important component in the assessment of healthcare systems worldwide. The measurement of patient experience is important because it provides an opportunity to establish benchmarks and to monitor the performance of health care organizations, to improve care, to enhance strategic decision making, to pay attention to patients’ expectations and to make healthcare organizations more transparent and accountable to their local populations.

With the evolution of digital applications, such as app-based surveys and touchscreen kiosks we choose to move away from the paper based surveys to a digital methodology to measure patient experiences real time and act on it quickly.

Paper Patient Survey forms

Six months ago,we were worried as we were not getting the desired response rates of patient surveys and we were spending lot of time in analyzing the results and the time consuming step of segmenting and sending the results to the concerned department. It was difficult and time consuming to keep a track of the complaints and also patients were not very keen to fill a paper feedback form. Of course, one of major drawbacks in a fledgling but growing organization is that the data was retrospective and helped with system changes but did nothing for the patients while a commitment to excellence in the hospital, our top management and the board decided to digitize this process as a way to manage the patient complaints efficiently.

From the end of last year, Health City Cayman Islands started managing the Patient satisfaction surveys and feedback digitally with the help of an App to capture real time patient experience and to act on patient concerns quickly.

Touchscreen kiosks were placed in strategic locations of the hospital with a message for the patients to use problem occurred.

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Time consuming to analyze the results

Being a new organization and also working on the principles of lean management, our customer care manager does multitasking and collecting the surveys every week, analyzing it and sending it to respective departments did consume a good chunk of time.

Moving to Digital Patient satisfaction Surveys

As patient satisfaction is one of the key components of our all-round the feedback system and also surveys were given to Inpatients at the time of discharge using tablet computers.

Emailing Survey links to the patients:

To capture the unbiased feedback we also started sending the survey link to all the patients via emails and the links were directly merged with the kiosk survey responses.

This system help edour team to analyze patient feedback instantly and accurately, eliminating the use of paper and long wait times for results to be analyzed. Furthermore, it has encouraged more participation from patients.

Real time feedback

The digital system has helped us to see the responses in real time on the dashboards of the heads of departments which helps them act on the concerns in quick time.

Better Patient experience

Majority of the patients are tech savvy these days and they feel comfortable to use the kiosk compared to the paper forms.

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Quick action on complaints

All heads of the departments have access to the feedback dashboards on their computers and they can see the complaints real time which has helped with action on complaints quickly.

The assigned tasks and the status of the action taken is also available on the dashboards.

The Quality manager assigns the task to the concerned departments for all low rating feedback.

Studies in several countries suggest that healthcare managers and clinicians often struggle to link patient experience data to local improvement initiatives. Robert et al. found that appointing a champion or leader on patient experience resulted in a significant improvement in the quality of patient experience research and in the ability of organizations to act on the results.

Track the progress

The dashboard has a section to see all the assigned tasks and the status of the task. The concerned department has to complete the task by taking corrective actions like speaking to the patients and taking necessary actions.

Email alerts for low ratings

We get emails for all the low rating feedback and also daily, weekly and monthly summary of the responses.

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Reduced time in analyzing the results

The system automatically analyze the results and it takes two less than minutes to get the detailed summary of the results.

Net Promotors Scores

The system automatically calculates the net promotors scores which is consider more relevant in assessing the patient’s satisfaction level.

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Conclusion:

Many hospitals have adopted digitized patient feedback systems and continually gauging patient satisfaction and using the digital feedback system to build on quality improvement initiatives will help demonstrate a commitment to patient-centred care and improve the overall healthcare experience.

Digital survey data can be captured automatically and downloaded quickly without transcription error thereby saving time, reducing costs, and maximizing data accuracy.

For those patients who are not tech savvy, the staff can help the patient by using the paper survey forms and feed the data into the digital system.

As with paper surveys, digital surveys need to be designed well to be usable in practice and acting on the feedback and communicating the actions to patients is best service recovery method which every hospitals should strive for.

Currently, we are working towards increasing the response rate by creating awareness campaigns with posters informing patients of surveys and by increasing the frequency of emails with the survey links to the patients.

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Reference:
NLCAHR July 2016 | Rapid Evidence
Report: The Effectiveness of Digital Surveys for Patient Feedback

Robert G, Cornell, J. Bearley, S.et al. “What matters to patients?” Developing the evidence base for measuring and improving patient experience. Project Report for the Department of Health and the NHS Institute for Innovation and Improvement. 2011.

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