Benchmarking board performance: 500 board reviews later

Unlock evidence-based insights into board performance

Avisena: Taking patient-centred care to new heights

Avisena patient-centred care

Taking patient-centred care to new heights

Avisena Group in Kuala Lumpur Malaysia over the past years has expanded and now operates two full-fledged hospitals; Avisena Specialist Hospital & Avisena Women’s and Children’s Specialist Hospital. Their journey of excellence is evidenced by patient experience performance equalling the best in the world.

Avisena’s mission to reach out to customers on a personal level with premium and compassionate treatment was unlocked through obtaining patient feedback experience. Avisena engaged Press Ganey to independently validate that care and services were meeting this mission and compares favourably to the best hospitals in the world. Initial assessments revealed that the hospital was performing at the 30th percentile compared to over 1,500 international hospitals, which motivated their call to action to finetune and implement best practices.

“Every day Avisena Women’s and Children’s Hospital receives many positive comments from patients who tell us we are doing a great job. The aim of the improvement project was about addressing any areas of concern while maintaining good communication with patients and families to ensure that the best care/experience is provided and that care is delivered within a framework of patient-centredness”.

– Qurratu Hafani – Head of Culture and Customer Experience Team

Best practice strategies

Avisena Strategies

Outcomes

The quality and patient experience improvement project at Avisena Women’s and Children’s Hospital has been a resounding success, as evidenced by patient feedback.

In twelve months the Hospital’s overall Inpatient comparative performance has progressed from the 30th percentile to the 89th percentile. In specific domains and items the improvement, based on the strategies implemented, has been even more evident.

To learn more about Avisena Women’s and Children’s Hospital and the initiatives they undertook to reach such great improvement outcomes, access our full case study below.

patient-centred care

 

 

 

 

 

 

 

 

 

Want to access more patient experience insights?

Visit our resource hub here for data-driven patient experience insights.

Latest insights

Read all Insights
Top tips for councils planning their next deliberative engagement

Empower your council's community engagement with Insync's top eight tips, from pre-deliberation to post-deliberation. Book a Free Strategy Session with us, your ...

How to ask for customer feedback: 6 different methods

Do you know how to ask for customer feedback? Where to start might be hard, but for any business worth their salt, it’s essential. Learn how with Insync!

Practical insights to foster employee engagement

Dive into our case study that uncovers the keys to fostering high employee engagement, embedding vision in company culture, aligning recruitment and enhancing ...

Benchmarking board performance: 500 board reviews later

Unlock insights into board performance from over 500 board reviews in the first evidence-based Insync and Board Benchmarking report.