Ryanto Marino Tedjomulja, Chief Information Officer, Siloam Hospitals
John Wong, Senior Manager, Office of Patient Experience, KK Women’s and Children’s Hospital
Kerry Stratton, Global Director, Healthcare Solutions, InterSystems (moderator)
Hospitals hold a huge amount of data, which when leveraged can open new opportunities to improve both patient experience and operations. But hospitals have to be able to determine which data really matters. During the pandemic, for example, Siloam Hospitals Group was able to use data analytics for its crisis management, i.e. more efficient bed, supplies, and staff management.
Data can be used as a problem-solving tool and a source of truth. For example, Siloam was able to reduce patients’ waiting time by 50%, double the number of patient visits, and significantly increase the percentage of doctors following fixed appointments by using data. They realised that the problem with long waiting time is not the registration of patients but on the scheduling, hence, this is where they implemented necessary measures. The same goes for the discharge process, which the hospital successful streamlined through developing a dashboard that supports relevant departments and makes communication more efficient. Furthermore, Siloam has a data warehouse where all data from ERP and HIS are stored for easy and secure access, business intelligence dashboards and reports where users can find data they need, and business analytics service which serves as a one-stop service provider for anything related to data analytics.
Moreover, patient experience data help us give voice to the patients. Knowing this, we have to make sure that surveys do not only cover satisfaction or recommendation scores but the entire patient journey, and this is sure to improve the way hospitals respond to complaints and develop strategies to make the patient experience even better. It is equally necessary to regularly update surveys so they remain relevant and to provide representation for everyone in the organisation.
Looking ahead, the speakers share in the confidence that technology, especially artificial intelligence will open limitless opportunities for hospitals to analyse and use data not only for improving patient experience, but also for achieving cost-efficiency and staff productivity.
- Data is like a double-edged sword. Without data, we’ll be flying blind, but too much data or wrongly reading data could get us lost.
- Patient experience data helps us establish the patient’s voice.
- With the development of AI, the opportunity to optimise the benefits of data analytics is limitless.
- It’s important to assess which data is necessary and how to make sense of data so it becomes actionable.