Human Experiences are the main focus of eye hospital Sistina Oftalmologija. We develop and design our hospital based on the experiences of our patients, of our employees, and the wider community. We understand what patients need and we know how to do it. We strive to provide outstanding and compassionate care and service, at every touchpoint at the patient journey. We implement the model of Patient Luxury Experience (PLX) offering more than excellent clinical care – but a model that addresses every aspect of a patient’s encounter with Sistina Oftalmologija, including the patient’s physical comfort, as well as their educational, emotional, and spiritual needs.
Formalizing our commitment to this important work, Sistina Oftalmologija was the first major academic medical center in the region to make patient experience a strategic goal, the first to appoint a Chief Experience Officer, and one of the first medical centers to establish an Office of Patient Experience. Led by Dr. Vesna Cado, the Office of Patient Experience’s mission is to ensure consistent focus on experiences by partnering with caregivers to exceed the expectations of patients and families.
Best practices are used in healthcare to deliver quality care that promotes optimal outcomes. The Office of Patient Experience has been identifying best practices throughout the central hospital and its Diagnostic Centers to streamline patient experience initiatives and has dedicated staff who serve as experts in each domain. They monitor and control policies and trends through constant surveys and analyses. They also perform unit observations to sustain best practices, which are promoted and shared so that other Diagnostic Centers of Sistina Oftalmologija may replicate.
