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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. In early 2020, 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 Aviesena 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
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, particularly since the Data to Action workshop in December 2020.
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.
