Dr. Hassa Saif Al Mazrouei
SSMC Experience Medical Director.

Amidst the whirlwind of digital advancements and technological breakthroughs, the landscape of patient experience has witnessed a remarkable metamorphosis. Dr. Hassa Saif Al Mazrouei, the esteemed Medical Director of Patient Experience and Director of the Internship Program at Sheikh Shakhbout Medical City (SSMC) in the UAE, shared her invaluable insights during the illustrious 5th International Patient Experience Symposium 2023. As a distinguished Obstetrics and Gynecology Physician, Dr. Al Mazrouei delved deep into the various facets of patient experience, shedding light on its dynamic changes, and underscoring the imperative for a comprehensive cultural shift to meet the ever-evolving expectations of patients.

Dynamic Change in Patient Experience
With the advent of digital platforms and telemedicine, patients now have easier access to medical resources, information, and remote care. Dr. Al Mazrouei emphasized how these advancements empower patients to play a more active role in their own care, enabling them to make well-informed decisions and actively manage their health. However, she also acknowledged that this digital transformation poses new challenges, including data security and privacy concerns, as well as the digital gap that hinders access to resources and technology for some patients.

Culture-Wide Change and Measurement
Looking ahead, Dr. Al Mazrouei stressed the need for patient experience strategies to focus on culture-wide change that can be measured and analyzed. Healthcare organizations must adopt a holistic approach, considering not only the clinical aspects of treatment but also the overall patient experience. Advanced analytics tools can help measure patient satisfaction and identify areas for improvement. A patient-centered approach, personalized treatment plans, improved patient engagement through technology, and a culture of continuous improvement is crucial for achieving measurable improvements in patient experience.

Remarkable Changes in the Healthcare Sector
Dr. Al Mazrouei identified several functions within the healthcare sector that are likely to undergo remarkable changes to meet patient expectations and improve their experience:

Hospital Infrastructure: Hospitals will need to redesign their facilities to create a more comfortable and welcoming environment for patients, including private rooms and modern equipment. Infection control measures will also be prioritized to ensure patient and staff safety.

Medical and Healthcare Equipment: User-friendly and intuitive medical devices and equipment will become more prevalent. Personalized treatment options tailored to individual patient needs will be emphasized.

Feedback and Diagnostic Services: Gathering patient feedback and using it to improve care quality will become increasingly important. Investment in advanced diagnostic tools will enhance accuracy and speed in diagnosis.

Telemedicine and Medical Accessibility: Telemedicine is expected to become a standard part of healthcare delivery, making medical care more accessible and convenient for patients.

Medical Information and Data Management: Advanced data management systems will be crucial for improving the accuracy and accessibility of patient records, leading to more personalized care, reduced errors, and increased patient satisfaction.

eHaaS (Electronic Health as a Service): The popularity of eHaaS is expected to grow, allowing healthcare providers to access advanced health technologies and services without significant capital investments. This enables better care at a lower cost, ultimately improving patient experience and outcomes.

Benefits for Caregivers and Support Groups
Patient experience strategies have significant benefits for caregivers and support groups. Online support groups provide opportunities for engagement and community building, connecting patients and caregivers who share similar experiences. Such platforms offer emotional support and valuable information in a safe environment, alleviating feelings of isolation and fostering a sense of belonging. Moreover, prioritizing communication and collaboration between healthcare providers and caregivers can enhance patient care quality by ensuring their preferences and needs are considered, leading to stronger patient-provider relationships.

The 5th Annual International Patient Experience Symposium
Dr. Al Mazrouei concluded by highlighting the benefits of attending the 5th Annual International Patient Experience Symposium for healthcare professionals. The symposium offers a platform for participants to gain knowledge and skills, network with peers, stay updated with the latest trends, enhance professional development, and find inspiration and motivation to improve patient experience in their own work.
Dr. Hassa Saif Al Mazrouei’s insights shed light on the dynamic changes in patient experience brought about by digital transformation and the need for culture-wide change within the healthcare sector. By embracing technology, adopting a patient-centered approach, and fostering a culture of continuous improvement, healthcare providers can meet patient expectations, drive better health outcomes, and create a positive and measurable patient experience.

P.T.O