​"Patient's experience is everything a patient (or a family) sees, hears, feels and otherwise experiences while interacting with healthcare at all moments."

The beryl institute defines patient experience as "The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care" Thus, it encompasses a broad spectrum of patient-system transactions that span the entire patient care journey. Patient experience is way beyond just making patients and families happier. Several studies have shown consistent positive associations between patient experience, patient safety, and clinical effectiveness (Doyle et al., BMJ Open 2013).

Since its foundation, MNGHA has always put patients and families first by committing to high-quality care and focusing on patient outcomes and satisfaction. Our framework is designed around patients and families to address six main domains systematically.

 

Patients and their families have the right to timely access to coordinated and integrated care services, receive adequate information that helps them decide on their care plan, and be treated with respect by passionate and empowered staff in clean and patient-friendly facilities with great hospitality. Further, our patients and families are our partners in co-designing services. We have multiple channels to measure patient experience, hear and effectively respond to their voice.

The recently established system-wide patient experience program is another giant step in the long journey of excellence. We measure patient experience in many different ways, including surveys, in-depth interviews, focus group interviews, patient complaints system, social media screening, and via our call canters "we care". We also systematically assess the patient experience elements on the ground using an in-house build audit tool within the MNGHA patient experience framework.

We also have a specific service recovery plan to recover services effectively within a timely manner when things go wrong to rebuild trust between services and patients.

In MNGHA, every employee owns the patient experience. However, the patient experience department in each region is leading all patient experience activities.

We are proud to have implemented four functional units to serve our patients and meet their expectations and aspirations. We aim to reach the highest quality care possible and support all aspects of patient-centered care.

• Patient Voice Unit: responsible for patient advisory and patient complaints management.

• Data Management and Monitoring Unit: responsible for Patient Experience Measurement, data analysis.

• Greeting and Guidance Unit: responsible for Meet and Greet, information, and guidance communication.

• We Care Unit: reponsible for call centers and other related aspects on social media and the MNGHA website.

The Patient Experience Department works 24 hours a day near all patients' facilities through appropriate and accessible channels to keep up with all developments and share patients' voices in all decisions to enhance patient journeys.

Ryiadh​

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