“Patient Experience” is defined as the sum of all patient-related interactions. We consider all of the patients’ experiences starting at admission and continuing through to the treatment stage and recovery; we also take into account the perceptions of the healthcare facility’s staff who have participated in said interactions.
Today, “Patient Experience” plays a crucial role along with medical care to determine the quality of pioneering healthcare facilities around the world, especially the ones based in North America.
A Patient Experience Office was first established at the American Hospital in Turkey in order to share the views of our patients and review their feedback in order to improve our chances of hosting them in a more comfortable and safer environment and subsequently deliver the highest-quality healthcare.
We strive to create and maintain a patient-oriented corporate culture to provide our patients with a unique holistic patient experience with participation by all our employees to accomplish necessary improvements throughout the hospital.
(Our Patient Experience Office results of 2019. Patient Experience Index in 2019: 96.01%)
With this service, we aim to boost quality rather than quantity by creating new instructive solutions and developing new algorithms for each department as a result of our discussions with patients and family members as well as conducted surveys. These surveys enable us to receive feedback from patients and their family members about patient care, information processes, catering services, cafeteria, and finance services.
The perception of emotional support and empathy from doctors, nurses, and other professionals is also reviewed to ensure that healthcare is delivered in an environment, where all physical, emotional, and mental needs of each patient are fulfilled.
We create a percentile-based “Patient Experience Index” that is based on objective and numeric data by adding the results of outpatient satisfaction and inpatient satisfaction surveys that are reviewed at monthly intervals with Call Center and complaint management data. Our goal is to increase this index constantly and deliver safe and quality healthcare services that are associated with complete patient satisfaction.