ISQUA2024-ABS-2581 A HOSPITAL LIKE NO OTHER, A CO PRODUCTION IN INDONESIA, WHEN CLINICAL CARE MEETS OUTSTANDING PATIENT AND FAMILY EXPERIENCE, A PLANETREE QUALITY IMPROVEMENT MODEL IN MANDAYA ROYAL HOSPITAL PURI.

Anastina Tahjoo*1, Jeffrey Braithwaite2, Hanny Rono3, Sonny A. Wijaya1 , Billiyam4 , Khairul4 1Member, ISQua, Jakarta, Indonesia, 2Past President, ISQua, Sydney, Australia, 3Board Member, ISQua & KARS, 4Marketing Communication, Mandaya Royal Hospital Puri, Jakarta, Indonesia

Introduction: Indonesia has made significant progress in healthcare services over the past few decades. However, there is still a demand for international standard healthcare services evident by the number of patients seeking treatment abroad. Mandaya Royal Hospital Puri, since 2021, is designed to meet patients’ growing needs and demands for high quality care. Mandaya Royal Hospital Puri, which provides a range of specialist services focusing on the Heart & Vascular Systems, Brain,Spine & Pain Management, Oncology. The hospital conducts Continuous Quality Improvement efforts by implementing spatial design and services referring to the ten components of the Planetree model. 

Methods: We applied the Planetree patient-centered care model in our healthcare services by translating this model into the tagline term A HOSPITAL LIKE NO OTHER. 1. Access to Information: Medical Coordinator Doctor for patients needing second opinions from our international partners. Welcome Center & 24 hours Call Center providing constant access to health information services. Emergency Air Transport services.Integrated Cancer Center, Advanced Laboratory,Nuclear Medicine and Radiotherapy unit;using PACS in Radiology. 2.Human InteractiOnS, Patient-Family Support and Human InTeractions :Patient Experience Officer to help patients navigate through the hospital and taking in their feedback. Medical Assistant Officer to prepare and support patients from admission until discharge. Play Coordinator specialized for inpatient and outpatient children visits. 3.ArchitecturaL Design,Home LIKE-Environment: Creating a homelike environment focused on providing comfort and healing while still connected to the forefront of our services such as integrating family presence into every department without compromising other patients’ privacy, having a wide lobby to support access for all patients. Providing 1 room for 1 patient in the ER and intensive care wards. Providing patient and doctor lounges for  emotional and spiritual support. SleepHub hotel for patients' companion. 4.Nutriti On : Ensuring that healthy meals and food choices are available 24/7 for patients, family, and staff. 5. Human TOuch, Health Communities and Complementary THerapy, Entertainment and SpiRituality: Provide grooming for patients and their family. Expanding therapy options for patients such as  accupunture, aromatherapy & pregnancy yoga. Patient Entertainment Systems integrated with our health system. Then, a quantitative research design was applied and evaluation using the modified HCAHPS questionnaire with descriptive analysis techniques in Excel

Results: There was a significant result from the first to second year in hospital operations from July 2021-Dec 2023. Data shows outpatient visits increased by 84% in 2021-2022 and again by 36% in 2022-2023 as seen in Figure 1. Inpatient visits increased by 87,87% in 2021-2022 and again by 36,75% in  2022-2023 as shown in Figure 2. Patient's LOS remains below target (3-5 days) at average 2.7 days in 2022-2023 as seen in Figure 3. Inpatient satisfaction in 2023 reached a target above 90% (94%) from the modified HCAHPS questionnaire as shown in Figure 4. There was an increase in the number of patient visits from expatriates, with 14 different countries in 2021, 19 different countries in 2022 and 27 countries in 2023, all summarised in Figure 5. The hospital also had an increase in positive Google review results from 4.2 in 2021 to 4.8 in 2023 as shown in Figure 6. As a form of appreciation from external parties, Mandaya Royal Hospital Puri won the CNBC Awards as The Most Outstanding Hospital in Patient Experience and Hospitality in 2021, Most Comprehensive Thyroid Service Hospital in 2022, and Most Comprehensive Breast and Cancer Center Hospital in 2023 and Hospital of the Year 2023 Health Care Asia Awards. Paripurna Accreditation by KARS and Ministry of Health Indonesia.

Conclusion: The patients experience of our healthcare services while being treated at Mandaya Royal Hospital Puri is generally positive. Patient-family and community-centered care models is an important concept that causes healthcare workers to look beyond the physical condition of the person being treated; allows for their individual needs to be met and care to be enhanced. The Planetree patient-centered model of care positively affected patient satisfaction and average length of stay at Mandaya Royal Hospital Puri.

References: 

1. Planetree International. Person-Centered care certification program manual. Planetree International, 2017

2. Doyle C, Lennox L, Bell D. A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ Open 2013

Disclosure of Interest: None Declared

Keywords: Co Production Healthcare, Patient Centered Care