In an enlightening interview, a seasoned professional, Mauricio Petri, an expert in Patient Safety and Quality, shared his extensive journey through various industries, including automotive and healthcare, and his current focus on digital transformation in health. With over two decades of experience, he has made significant strides in integrating his expertise in quality management into improving patient safety and hospital management.
Insights into Patient Safety Challenges
The primary challenge facing patient care is accessibility. High accessibility without quality is akin to having low accessibility. Effective healthcare starts with accessible primary care, which lays the foundation for preventive measures and early diagnosis. However, improving accessibility alone isn't enough; quality must be maintained throughout the care process. This involves not only digital advancements but also enhancements in overall service processes.
Factors Influencing Patient Experience
Several factors affect patient care, including the time dedicated to patient interaction and the quality of communication. Studies emphasise the importance of empathy, communication, and the management of patient expectations. The gap between patient expectations and actual care can lead to dissatisfaction. Effective communication and managing expectations are crucial in providing a positive patient experience.
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Improving Communication and Patient Involvement
Efforts to enhance patient communication include proactive feedback systems and patient involvement in decision-making. Engaging patients in designing care processes helps align services with their needs. For instance, working with patient groups in Chile has shown the benefits of incorporating patient feedback into process design.
"High accessibility without quality is the same as having low accessibility. So, the second important point after accessibility is quality."
"The way to incorporate these tools is to create a digital space where the patient, during their care flow and journey, can quickly provide their experience in real-time."
-Mauricio Petri, Expert in Quality and Patient Safety, Business Development in Latin America & Spain at MEG
The Role of Digital Transformation
Digital transformation is evolving, with a focus on electronic health records and incident reporting. However, the next step involves using digital tools to capture patient experiences in real-time. By integrating digital surveys and feedback mechanisms during care, healthcare providers can quickly address issues and improve the patient experience. This approach allows for immediate adjustments and better coordination between care teams.
Conclusion
The integration of digital tools for real-time patient feedback represents a significant advancement in improving patient safety and care quality. By addressing accessibility, communication, and leveraging technology, healthcare providers can enhance the overall patient experience. The ongoing efforts to innovate and involve patients in their care journey are crucial steps toward achieving better outcomes and safer healthcare environments.
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