“We design our caring model based on EXPERIENCES of our Patients, Employees, and wider Community“
Dr. Vesna Cado, Chief Experience Officer
Patient Experience Philosophy
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.
Knowledge is power. Therefore, we have established an Educational Center PLX Academy as our partner lead by Dr. Vesna Cado, to serve as Research and Innovation Center for our developing strategies and as advisory resource for critical initiatives across Sistina Oftlamologija Application of the latest academic research in clinical and healthcare management provide resources and data analytics; identify, support, and publish sustainable best practices; and collaborate with all the units to ensure the consistent delivery of care focused on human experiences of patients, employees, and wider community.
We train our employees based on what’s actually important to our patients understanding our patients, allows us to build a customized training program to educate employees on how to empathize more with patients, care about their issues, and interact with them seamlessly. The PLX Academy team also provides education in communication, survey, and patient journey. They also work together with leadership to uncover feedback trends and help prioritize experience improvement efforts.
How We Measure Patient Experience
Sistina Oftalmologija builds on Human Experiences of its patients, employees and wider community. We value and share our positive survey scores and written compliments with our dedicated staff to reassure them in their daily efforts.
We continually review opportunities to improve the patient experience. By monitoring real-time patient feedback, employees’ needs and remarks, and social needs of the community we are part of, PX and HR department in cooperation with PLX Academy review results and prioritize patient experience improvement objectives.
PLX Academy as research and Innovation center conducts surveys and analyses designed and regulated according to latest academic research and world best practices in measuring patient luxury experiences.
“People will forget what you said and did, but they will never forget how you made them feel.” – Maya Angelou