为了在医疗健康系统中产生最大影响，以患者和员工为中心正成为一个成功企业当务之急的部分。然而，全球的医疗机构都受限于，在整合患者声音或启动转型以更多以患者和员工为中心方面没有任何指导。Luísadas Saúde树立了一个战略榜样，说明以患者为导向的医疗服务体验如何在拥有门诊和数字服务的现代医院中成为现实。整体方法基于整合患者的声音，促进与患者和医务人员的共同发展，以及从运营到可衡量的管理目标的战略执行。
本文概述了机构向以患者满意度为导向的医疗健康服务转变所需的基本调整，最终目标是可持续改善医疗服务体验。
文章关键要点
四个基本原则：
- 战略性整合患者的声音
- 更新基础设施和流程
- 在公司和单位层面建立组织，以实现可持续变革
- 定量评价每个接触点的医疗服务体验。
从Luísadas Saúde的例子可以看出，这些开发的实施是患者体验和员工满意度双重受益的前兆。
这篇报告是西门子医疗洞见系列的一部分。它提供了有关“转化医疗服务体系”的理念和实用解决方案。如欲了解更多洞见，请访问siemens-healthineers.com/insights-series。
关于作者
Vasco Antunes Pereira
CEO Lusíadas Saúde
Vasco Antunes Pereira is at the moment this paper is published CEO of Lusíadas Saúde, a Portuguese reference group in the health sector. With 11 hospitals and clinics nationwide, including a hospital managed under a public private partnership, Lusíadas Saúde has more than 7.5 thousand employees in Portugal. Before assuming the position of CEO, Vasco Antunes Pereira was CEO of Hospital de Cascais and member of the Board of Directors of Lusíadas Saúde. With a law degree from Universidade Lusíada, several postgraduate degrees in health at Stanford University and IESE, and an MBA from Georgetown University, he began his career as a corporate lawyer then moved to be head of the legal area at the first PPP experience in Portugal–Hospital Amadora-Sintra. After his MBA he changed roles and lead Strategic Procurement at José de Mello Saúde.
Filipa Matos Baptista, PhD
Head of Enterprise Services Portugal
Filipa Matos Baptista is passionate about codeveloping innovative and complex projects in the healthcare sector focused on patient experience transformation, clinical, operational, and financial value-added solutions. She has more than 15 years experience in the healthcare sector in management and business development, strategic consultancy, biostatistics, and research. Filipa has extensive expertise, having worked in Portugal and Denmark in academia and for a multinational company, then even founding her own biotech startup. She holds a PhD in Epidemiology & Public Health, a postgrad qualification in General Management, and is currently enrolled in a Global Executive MBA at IESE
Isabel Nieto Alvarez, MSc
Senior Key Expert on Improving Patient Experience, Siemens Healthineers
Isabel Nieto Alvarez, MSc. is passionate about innovating and transforming the experience of care to be human centered. She is an expert of the Siemens Healthineers Global Innovation Network on mental and physical stressors in the experience of care. Isabel leads cross-functional teams in innovative projects on patient experience. Prior to her current role, she has served as a marketing manager and business developer for the company, and as Professor at the Universidad Anáhuac, México focused on sustainability in healthcare for medical students and psychology. Passionate about improving the patient and care team experience, she presents and writes globally on the subject. She is a biomedical engineer from Universidad Iberoamericana in Mexico, holds a Master in Science on Mind and Body Medicine from Saybrook University in California, U.S. and Certifications on Leadership in Healthcare without Harm and Design Thinking. Her scientific background on mind and body health and neuroscience, combined with experience in medical technology innovation are cornerstones of her expertise and passion.
Christina Triantafyllou, PhD
Vice President Head of Improving Patient Experience
Siemens Healthineers
Triantafyllou, Ph.D. explores ways in which this field improving patient experience can be enhanced and made more accessible to healthcare providers. She develops strategic approaches to deliver high value care, by providing patient experience focused solutions, best practices and thought leadership content. Christina began her healthcare career at Harvard Medical School, Boston, where she worked as a medical physicist developing imaging technology for the study of brain anatomy and function in disease. At Siemens Healthineers, she served as the Director of Global Ultra High Field MR Solutions, focusing on business strategy, KOL-based collaborations in innovation/clinical translation, and product management for the first worldwide clinical 7T MR system. Christina holds a Ph.D. in Medical Physics from Kings College, University of London, UK. Prior to joining Siemens Healthineers, she held appointments at Harvard Medical School, and at Massachusetts Institute of Technology in Boston.
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