Human touch  for a phenomenal patient experience

 

introduction : 

Patient experience evaluations have been conducted since 2017 to promote a patient-centered medical culture, and scores and rankings have been announced through various media outlets, making it a critical topic for management policies. The patient experience assessment focuses on six areas: nurses, doctors, medication and treatment processes, the hospital environment, patient rights protection, and an overall evaluation. The results of the assessment conducted by Ilsan Hospital in 2019 showed that areas related to patient rights, such as comfort, empathy, and ease of filing complaints, received low scores. Scores were also low on the evaluations conducted by the hospital department monitoring the patient experience in the second half of 2020.

This activity was started to improve patient-centered medical quality and promote understanding and empathy for patients at every point in their hospital experience, from admission to discharge.