Ryanto Marino Tedjomulja, Chief Information Officer, Siloam Hospitals
John Wong, Senior Manager, Office of Patient Experience, KK Women’s and Children’s Hospital
Kerry Stratton, Global Director, Healthcare Solutions, InterSystems (moderator)
Hospitals hold a huge amount of data and leveraging them can open new opportunities to improve both patient experience and operations. Thus, hospitals need to be able to determine which data really matters. For example, during the pandemic, Siloam Hospitals Group deployed data analytics for its crisis management to allocate inpatient beds, supplies, and staff more efficiently.
Besides, data can be used as a problem-solving tool and source of truth. Siloam realised scheduling, rather than registration, caused the long wait time in health consultations. So, they decided to implement new data-driven measures to cut the time by half, while doubling the number of patient visits and significantly increase the percentage of doctors following fixed appointments. The hospitals group had also designed a dashboard, to better support cross-department communications and successfully streamlined the discharge process.
At the moment, Siloam has a data warehouse where all data from ERP and HIS are stored for easy and secure access, business intelligence dashboards and reports where users can find data they need, and business analytics service which serves as a one-stop service provider for anything related to data analytics.
It has been found that patient experience data help us give voice to the patients. As such, surveys do not only capture satisfaction or recommendation but also the entire patient journey, for the purpose of improving the way hospitals respond to complaints and develop strategies to make the patient experience even better. It is equally necessary to regularly update surveys so they remain relevant and to provide representation for everyone in the organisation.
Looking ahead, the speakers share in confidence that technology, especially artificial intelligence will open limitless opportunities for hospitals to analyse and use data not only for improving patient experience, but also for achieving cost-efficiency and staff productivity.
- Data is like a double-edged sword. Without data, we’ll be flying blind, but too much data or wrongly reading data could get us lost.
- Patient experience data helps us establish the patient’s voice.
- With the development of AI, the opportunity to optimise the benefits of data analytics is limitless.
- It’s important to assess which data is necessary and how to make sense of data so it becomes actionable.