Информации за тековно работење во услови на Ковид - 19


PLX Academy


“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.

PLX Academy

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


Marija Gjurovikj
Hristina Ristovska
Maja Muratovska Changovska
Vesna Spiroska
Aleksandra Kolarska
Flutra Osmani
Ana Gjorgjieva
Valentina Georgievska
Katerina Vasilevska
What Will Drive Future Hospitals? – our scientific research published in the prestigious JPX

Another publication for scientific research on the future hospital development trends of our CEO Dr. Vesna Cado was published in the prestigious JPX by Sage Journals.

Sistina Ophthalmology Positive Patient Experience Model (PLX) with award from the University and National Council of Monaco

The doctoral dissertation is based on the results of the work of Sistina Ophthalmology by applying the model of a patient’s positive experience.

Sistina Oftalmologija and IAPO (International Alliance of Patient Organizations) mark 3rd of December, the International Patient Solidarity Day

Систина Офталмологија заедно со ИАПО го одбележуваат 3ти декември ден на Меѓународниот ден на солидарност на пациентите.

The Oscar for Ophthalmology goes to Dr. Fanka Gilevska from Sistina Ophthalmology

Dr. Fanka Gilevska, specialist ophthalmologist from Sistina Ophthalmology is the first Macedonian doctor in the field of ophthalmology to receive this prestigious award.

Laser vision procedure increased by 48 % from last year

There were approximately  200, 000 laser vision corrections procedures performed in the third quarter of 2021, marking a 48 %  year to data increase over 2020,  according to press realize from Refractive Surgery Council.  The third quarter of 2021 is the best performing quarter for laser vision correction procedures since the council began tracking the [...]

Changes in eyes help Long Covid diagnosis

Whether you have similar symptoms or not, if you have had Covid-19, be sure to schedule a post-COVID eye exam.

Dr. Biljana Kostovska “Phakic lenses eliminate the need for eye aids”

Dr. Biljana Kostovska, ophthalmic surgeon at Sistina Ophthalmology with many years of experience in refractive surgery, explains the occurrence of high diopters and a solution for it.

Our representatives at the largest European Congress of Cataract and Refractive Surgery

Dr. Zlatko Arnaudovski and Dr. Biljana Kostovska were part of the 35th European Congress of Cataract and Refractive Surgery, held from October 7th to 11th in the center of Lisbon, Portugal.

The experiences of “Sistina Ophthalmology” presented in Zagreb

On Saturday, March 10, 2018, the 13th Congress of the Croatian Association of Cataract and Refractive Surgeons was held at the Sheraton Hotel in Zagreb, supported by our partner clinic “Svjetlost” Zagreb.

Human Experiences as strategy to fight Covid-19

by Dr. Vesna Cado Dec 28, 2020 The novel COVID-19 virus was a wake-up call, changing the world we know in every possible way. Physical-distancing and stay-at-home directives emerged as the most effective way to fight the pandemic. Emergency safety measures sent mixed messages to the patients to stay home and skip or postpone the [...]

“Knowledge is power” – Dr. Chado at Webinar for the doctoral program at the University of Monaco

We have proved once again that knowledge is power and a real investment for development. Our CEO Dr. Vesna Cado was invited to speak as DBA alumni at the first webinar for doctoral studies at the University of Monaco, where more than 80 doctoral students completed their studies.  She shared her personal experiences, but foremost [...]

Trust as factor for higher performance in healthcare

By Dr. Vesna Cado July 15, 2021 When people trust, they commit. When committed, they are efficient. When efficient, goals are attained.   Hospitals that are building a culture of trust with their employees, patients, and wider community create long-term relationships and improve the competitive age of their business. HBR reports that high-trust organizations have [...]

Patient experience in time of COVID-19: Case of Sistina Oftalmologija

At the beginning of the Covid -19 crises, in February 2020, most of the eye hospitals in N. Macedonia faced the “new reality” by closing their practices and postponing their activities until after the pandemic. On contrary, our hospital leadership decided to act differently and implemented a strategy focused on human experiences that anticipated disruption [...]

What does the future bring for “traditional” hospitals?

by Dr. Vesna Cado Sept 28, 2020 Apparently, the COVID-19 virus will remain a health threat longer that we expected. What we hoped would be a transition phase is becoming our future reality. Hospitals are under constant pressure to re-design hospitals’ physical environment and enforce new clinical protocols for use of personal protective equipment, antibody [...]

University Eye Clinic Svjetlost has received the prestigious Johnson & Johnson status

Knowledge and education are a guarantee of success and development. Another confirmation of the expertise and quality of work of our partner. The world leader in the pharmaceutical industry, the world's leading ophthalmology company Johnson & Johnson Vision, has been awarded the prestigious status of Svjetlost Clinic - an ophthalmology education center with a special [...]

Many years of successful treatment of keratoconus in Sistina Ophthalmology has resulted in a scientific paper

The question we answered is: Can changes in visual acuity obtained by the crosslinking method in keratoconus be predicted?

Sistina Ophthalmology and Alkaloid with a lecture on “DHA and the Development of Vision in Children”

The first ophthalmological examination is recommended to be done at the age of 3 years even if the child does not show symptoms that it has a vision problem.

Vitrectomy – a microsurgical procedure to treat various eye injuries

Expert advice from Dr. Ilir Osmani for newspapre “Sloboden pecat“.

Sistina Ophthalmology’s best practices whil pandemic Covid-19 confirmed in case study together with Stanford Medical School, Boston Hospital and Johns Hopkins Health System

Best practices of Sistina Ophthalmology under Covid – 19 published in conjunction with studies at Stanford University School of Medicine, Boston Hospital and the Johns Hopkins Health System.

The American Beryl Institute Acknowledges Sistina Ophthalmology

This Institute has been dedicated for many years to improving the patient experience through research work, as well as through the creation of human resources.

Dr. Biljana Kostovska “Retinal detachment is an emergency that must be operated in 24 hours”

In the beginning, it can only be flashes, sparks, flashes like lightning. Black spots in the field of view or a large dark spot appear if the detachment is accompanied by bleeding into the vitreous space.

300 guests at the II Regional Symposium “Novelties in Ophthalmology”

И оваа година, „Систина Офталмологија“ во соработка со универзитетската клиника „Свјетлост“, Загреб, го организираше II-от симпозиум „Новитети во офталмологија“, кој беше одобрен од Лекарска комора на Македонија.