Why this Indonesian hospital focuses on providing stellar patient experience

dr. Fahmi Azhari Basya, Director of RS Dinda in Tangerang, Indonesia, shares the hospital’s plans to ensure good patient experience

RS Dinda has come a long way since its start in 2004 as a hospital solely offering maternity services in Tangerang, Indonesia. In two years, the hospital added paediatric services, turning into a Mother & Child Hospital; and by 2011, it has developed into a general hospital, offering services such as physiotherapy and dialysis.

The 100-bed facility continues to maintain its specialty in maternity care though – along with a strong emphasis on patient experience.

Focus on patient experience

dr. Fahmi Azhari Basya, Director of RS Dinda, believes that good patient experience will set the facility apart from the rest, aside from size or technology.

“When patients have good experience at our hospital, they will share it with those around them. We have built good brand awareness through word-of-mouth. Patients know they can enjoy the personal touch when they visit us – our staff call them by name, and know their preferences,” he explained.

Ensuring good patient experience at all touchpoints, at all times, is of course not easy. dr Fahmi points to well-trained hospital staff as the most important aspect to achieving this.

“We do quite a few tests and interviews to make sure we recruit the best staff who can engage with patients well. We also ensure we maintain their skills through regular training.”

In addition, patient feedback and complaints are treated very seriously. The hospital has a WhatsApp group made up of all levels of staff, from top management to ground staff. When any patient complaints come in, they are quickly shared in the group, so the relevant departments are alerted. This also allows supervisors to be on top of any issues, and also for the hospital to meet its target 24-hour turnaround time for replies.

An agile workforce

Staff development is a high priority for RS Dinda, with the team seen as a very important asset. In addition to the ability to provide personalised experience, dr Fahmi also hopes to build an agile workforce, ready to respond to rapid changes in the wider environment. This is a mind-set he hopes to instil in all staff – especially important during the pandemic.

“During the pandemic, regulations were changing quickly. As an organisation, we have to react to these changes as fast as we can. For example, when we were tasked to handle mainly pregnant women and children with COVID, we had to quickly arrange to house them in separate buildings from non-COVID patients,” he notes.

This agile mind-set will also be beneficial post-COVID. Dr Fahmi highlights that the digitalisation wave in healthcare will be a great disruption. Hospitals will need to plan and introduce digital tools to keep up in the industry.

The hospital has just introduced an online appointment booking platform. In this context, an agile workforce will be better positioned to adapt to such new digital tools or processes.

However, the hospital will need to keep a close look at the costs of these technologies. dr Fahmi candidly noted that hospital revenue is one of his key challenges. Around 90% of patients at RS Dinda are covered under Indonesia’s national health insurance programme BPJS. dr Fahmi highlighted cost pressures from inflation, rising staff costs, and purchase or maintenance of equipment, mean that revenue margins are tight. Hence, any investment into new technologies will have to be evaluated closely.

Nonetheless, he is convinced that digital will be the way forward for healthcare. He shares that the hospital hopes to introduce EMR in the near future, with its potential to improve hospital efficiency and patient safety.

The Ministry of Health of the Republic of Indonesia, in collaboration with Hospital Management Asia (HMA) and Indonesia Hospital Association (Perhimpunan Rumah Sakit Seluruh Indonesia/PERSI), will be holding a conference entitled “Digitise Healthcare Indonesia 2022”. This will showcase digitalisation best practices from local and overseas hospitals. To find out more and register, click here.

Leading up to the event, HMA will be holding a webinar titled “Why Indonesia healthcare is ripe for a digital revolution”. Officials from MOH and PERSI will share about the key pillars of transformation planned for Indonesian hospitals. To register, click here.