1. A Journey to Enhance
Indian Patient Experience
Oct 2016
GROW REVENUES | ENABLE EFFICIENCIES | ENHANCE EXPERIENCE
A Centralized Out-Patient
Handholding Initiative

2. Agenda
• Typical Challenges
• Todays realty
– AS-IS Process
– TO-BE Process
• Patient Relationship Layer
• Cloud CRM components
• Value Proposition
• Next Steps
• Annexure - Unified Patient Experience (Sample Screens)
2

3. Typical Challenges
• Reduce Patient Wait-time leading to Frustration/Helplessness
• Faster Patient Response & Problem Resolution
• Better handholding the Patient right from initial call to follow-up
• Better Patient Satisfaction & over all Patient Experience
• Easy and Convenient process for patients
• Reduce load on Nurses by reducing entries
• Increase Patients Satisfaction by guiding them Proactively
• Standardise Patient communications across Hospitals
• Address Patients coming from all possible channels
• Reduce cost of service
• Leverage economies of scale
3

4. Todays Realty (AS-IS)
4
Patient
Hospital
Helpdesk
Doctor
Secretary
Doctor
Consultation
In-Patient
Walk-In
Web
Voice
SMS & What’s App
Mobile App
Marketing
Campaigns
Kiosk | Smart Card | Token
Video
Social Media
In-Patient
Bill Generation
Pathology/Medical
Tests Reports
Live Chat

5. TO-BE Contact Center Process (Omni-Channel)
5
Patient
Hospital
Helpdesk
Doctor
Secretary
Doctor
Consultation
In-Patient
Walk-In
Web
Voice
SMS & What’s App
Mobile App
Marketing
Campaigns
Kiosk | Smart Card | Token
Video
Social Media
In-Patient
Bill Generation
Pathology/Medical
Tests Reports
Live Chat

6. Build Patient Relationship Layer
6
Patient Self-service Portal
• Patient Registration (Profile)
• Appointment Booking & Scheduling Service
• FAQ’s
• Information/ Content Mgmt.
• Collaboration
Call Centre CRM
Website HINAI
Integration (Batch / Real-time)
Reports & Dashboard | User Management | Organisation setup
KIOSK
SMS
Gateway
Hospital Help-Desk & Secretary
• Patient Profile
• Appointment Checking
• Information/ Content Management
• Alerts and Notifications
• Collaboration
Dialler
• Patient Information
• Ticket/Complaint Management System
• Hospital Info – Facilities, Beds Availability,
Hospital Location
• Doctors Info – Specialities, Appointment
Scheduling capability
• Key Procedures
• Interaction Follow-up tagging – Call,
SMS & Email
• Information/ Content Mgmt.
• Workflow Alerts and Notifications
• Marketing Campaign tagging
• Collaboration
Cloud CRM

7. Values Proposition
• Provide Patient Helpline Number for handling all Patient
Enquiry, Query, Request, Complains, Help/Guidance
• Ability to determine clear Marketing Campaign ROI success
• Ability to derive market Data Analytics to take informed strategic decisions like
– How many calls abandoned
– What facilities are lacking?
– Where are enquiries coming?
– What kind/channels of enquiries are coming?
• Ability to follow-up on Patient acquisition and focus on Patient Help/Experience
• Proactive vs Reactive follow-up with Doctors and Patients
• Build a Relationship System vs Transaction Systems
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8. 8
Annexure - Sample Screens

9. Demo
%42
HANSEN
G
%35
DJIA
FTSE
Front Office Helpdesk
Immediately:
Be more Productive on
helping walk-in patients
and less Data entry
Long term Objective:
Are supported by Call
center
Doctors Secretory
Immediately:
Ability to maintain
Doctor Calendar
Long term Objective:
Scalable model to
support more patient
Call Center
Immediately:
Ability to handle patient
and doctor
communications
Long term Objective:
Transform patient
experience
MD’s Mandate
 Leverage better efficiency and build a
scalable model
 Reduce operating costs
 Emerge as a leader in the long-run

10. Patient Enquiries Page

11. Patient Information Page

12. Demo
%42
HANSEN
G
%35
DJIA
FTSE
Front Office Helpdesk
Immediately:
Be more Productive on
helping patient and less
Data entry
Long term Objective:
Are supported by Call
center
Doctors Secretory
Immediately:
Ability to maintain
Doctor Calendar
Long term Objective:
Scalable model to
support more patient
Call Center
Immediately:
Ability to handle patient
and doctor
communications
Long term Objective:
Transform patient
experience
MD’s Mandate
 Leverage better efficiency and build a
scalable model
 Reduce operating costs
 Emerge as a leader in the long-run

13. Doctor’s Appointment’s for the Day (sample template)
13

14. 2
1
3
Robust Collaboration (Call Center & Hospitals)

15. Proactive Customizable Reports

16. Robust MIS and Reporting