Introducing empathetic ways in patient care was the highlight of the very first GCC Patient Experience Summit, which kicked off on Monday morning in the UAE Capital.

The two-day event included panels of discussion by national and international healthcare experts, who shed light on topics that cover patient experience across the continuum of care and synchronising leadership efforts for operational and clinical excellence. The experts also highlighted the role of technology in improving clinical care.

"When we look at the healthcare facility we need to communicate with our patients," said Dr Mohaymen Abdelghany, CEO, Al Zahra Hospital, Dubai.

He explained that patient care in the UAE today is not merely just about the "face to face interaction. A solution to patient care and engagement is through software technology, which will be beneficial because everyone has a smartphone today."

He revealed that Al Zahra Hospital has thus developed a unique technological solution, which aims to minimise patient time spent in the hospital. He said for doctors to successfully "go in the right direction" of a positive patient experience, one must not look at it as an initiative.

"If we look at it as an initiative it won't work. You have to have a proper assessment and see where you are and have a proper analysis."

"There are several fragmented technologies that manage the patient's waiting time, for example, this not only gives appointments interactively but also manages patients efficiently."

He stressed that using technology is thus not only easier for medical sectors across the UAE, but it is also a money saver. Dr Abdelghany noted that addressing patient's concern quickly is also vital. "It's important to address issues immediately, so the patient doesn't feel fear or worry and wait a long time in the emergency department."
Don't just provide health, provide care

Lulu Hamdan, healthcare technology specialist and communications manager, Amana Healthcare, shared some eye-opening and heart-warming cases, which highlighted how crucial it is for healthcare providers to not simply provide health for the ill, but also care.

"The most people patients spent time with are staff, and we know how much love can affect us. Love helps characters flourish. We want patients to live their life, and not just merely exist."

She said medically complex patients, who require long stays in hospitals should still be able to experience the joys in life. Hamdan said the UAE has 10-20 per cent more medically complex patients than in America and Europe, due to the higher rates of congenital diseases. "This is globally an area that is overlooked."

She said insuring patient's experience a full life, even if they live a majority of it in hospital, is in the hands of the healthcare experts.

Source: Khaleej Times