Quality Director
Dr. Erfan and Bagedo General Hospital
1. In your opinion, how have consumer expectations in healthcare evolved in recent years, and what are the key factors driving this change?
Consumer expectations in healthcare have evolved significantly in recent years, driven by a combination of digital transformation, cultural shifts, and broader systemic changes. Example of the key factors;
Consumerization of Healthcare
People now shop for healthcare the way they do for other products and services—comparing prices, reading reviews, and expecting top-tier service.
Technology & Digital Transformation
Mobile apps, wearable devices (like Apple Watch), AI-driven diagnostics, and online patient portals have made it easier for people to engage with their health data and care providers.
COVID-19 Pandemic
The pandemic normalized virtual care, forced rapid innovation, and increased patient awareness of healthcare system gaps, all of which raised expectations permanently.
Rise of Value-Based Care
There’s been a shift from volume-based to value-based care, emphasizing outcomes and patient satisfaction, which aligns more with consumer-centric expectations.
2. The theme of this year’s congress emphasizes “exceptional care.” How do you define exceptional patient experience, and what strategies can healthcare organizations adopt to achieve it?
Exceptional patient experience goes beyond just clinical outcomes—it’s the total sum of every touchpoint a patient has with the healthcare system, from scheduling an appointment to post-visit follow-up. It combines clinical excellence with emotional intelligence, convenience, and trust.
Strategies to be used
Design for Empathy & Human Connection
Personalize the Experience
Invest in Seamless, Integrated Digital Tools
Be Proactive, Not Just Reactive
Simplify the access by providing virtual visits remove non value added steps decrease waiting time
3. What role do emerging technologies (such as AI, telemedicine, and digital health platforms) play in shaping the future of patient experience?
Artificial Intelligence (AI)
Role in Patient Experience:
- Predictive analytics help identify patients at risk (e.g., hospital readmissions, chronic disease flare-ups) and intervene early.
- Conversational AI/chatbots provide 24/7 support, answer FAQs, and triage symptoms – improving access and reducing wait times.
- Clinical decision support helps doctors make faster, more accurate diagnoses, enhancing safety and trust.
Telemedicine & Virtual Care
Role in Patient Experience:
- Provides convenient access to care without travel or waiting rooms.
- Increases reach to rural or underserved communities.
- Allows family members to join visits virtually—helpful for seniors or complex care discussions.
Digital Health Platforms & Portals
Role in Patient Experience:
- Unified platforms allow patients to manage appointments, view test results, message providers, and pay bills—all in one place.
- Real-time notifications and reminders improve adherence to treatment and follow-ups.
- Some platforms integrate with wearables and at-home monitoring tools for continuous care.
4. From your experience, what are the biggest challenges healthcare providers face in meeting and exceeding patient expectations, and how can these be addressed?
Fragmented Systems & Data Silos
- Patient data is scattered across departments and platforms (EHRs, labs, specialists, etc.).
- Lack of interoperability leads to redundant tests, repeated questions, and a disjointed experience.
The Fix:
- Invest in interoperability-first platforms or health information exchanges.
- Adopt patient-centred records where individuals can access and manage their full health history.
Burnout Among Clinicians
Clinician burnout is at an all-time high, leading to shorter interactions, emotional fatigue, and a decline in bedside manner.It directly impacts patient experience and satisfaction.
The Fix:
- Reduce administrative burden with AI-powered documentation, voice assistants, and workflow automation.
- Build flexible schedules and allow telework options where appropriate.
- Create space for mental health support and peer-to-peer coaching within the organizat
Legacy Technology & Lack of Digital Maturity
- Outdated systems create friction for both staff and patients .
- Limits innovation and responsiveness to modern patient expectations.
The Fix:
- Prioritize digital transformation with patient-first platforms.
- Adopt agile implementation strategies—pilot fast, iterate quickly—rather than waiting for perfect large-scale rollouts.
- Involve patients and front-line staff in user testing and feedback loops.
Inconsistent Communication
- Patients receive fragmented, unclear, or delayed information (e.g., about test results, follow- ups, or billing).
- Miscommunication erodes trust and satisfaction.
The Fix:
- Standardize proactive communication touchpoints (pre-visit, during, post-visit).
- Use messaging channels —text, email, app notifications—based on patient preferences.
- Train staff on empathetic communication and scripting for high-stress scenarios.
Limited Focus on Patient Feedback
- Feedback is often gathered after the fact and not acted on in a meaningful or timely way.
- Patients feel like a number, not a partner.
The Fix:
- Implement real-time feedback loops (e.g., micro-surveys or in-app ratings).
- Create closed-loop systems where patients see how their feedback led to improvements.
- Elevate Patient and Family Advisory Councils into strategic decision-making roles
5. Can you share a real-world example or best practice where a healthcare organization successfully transformed its patient experience?
Cleveland Clinic, despite being renowned for clinical excellence, received lower-than-expected patient satisfaction scores in the early 2000s. Patients felt they were receiving great care—but not feeling cared for.
The Transformation Strategy:
Created a Chief Experience Officer Role
- One of the first major health systems to establish a Chief Experience Officer (CXO) to oversee all aspects of patient experience.
- This signaled that experience wasn’t a side initiative—it was central to their mission.
Launched “Communicate with H.E.A.R.T.” Training
- Rolled out a system-wide empathy training program for every employee—not just clinical staff.
- H.E.A.R.T. stands for:
-
- oHear the concern
- oEmpathize
- oApologize
- oRespond
- oThank
-
Mandated Empathy for Medical Education
- All medical professionals, including surgeons and specialists, were trained in emotional intelligence and active listening.
Made Patient Experience a Measurable Metric
- Patient satisfaction became a key performance indicator.
- Feedback and HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores were used to drive leadership accountability.
Redesigned the Physical and Digital Experience
- Renovated patient rooms and lobbies to feel less clinical, more comforting.
- Improved the portal and digital communications to be more user-friendly, timely, and proactive.
6. What key message or insight would you like attendees to take away from your session at the Patient Experience Congress?
Exceptional care isn’t about adding more—it’s about caring smarter. When we align empathy with innovation, and put the human at the heart of every decision, we don’t just improve healthcare—we transform lives.
“Let’s stop thinking of patient experience as an initiative—and start living it as a mindset. Every decision, every process, every tool we introduce should answer one question: Does this make care feel more human? If the answer is yes, then we’re building the future of healthcare—together.”