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Ephlux 
CX CLOUD 
Awesome Customer Experience
The Doctor- Patient Cycle 
The Ordinary Life Cycle 
Patient visits doctor and 
describes his problem 
Doctor views medical...
Are the patients happy? 
Patients – being tested for 
patience! 
• Need to remember their history 
• Keep a record of thei...
Are the doctors happy? 
Doctoring the unhappy patient .. 
• Some patients are difficult to handle and /or 
understand 
• S...
Customer Satisfaction 
Critical Aspect 
It all comes down to the quality of service, and the speed 
with which it was deli...
Facts 
• Researchers at the Center for IT Leadership (2010) 
estimated that savings from preventing adverse drug 
events a...
CHANGING TRENDS 
Having real-time 
solution. 
Monitoring results 
through Dashboard. 
Having portability in 
making appoin...
Changing World. 
Healthcare has already 
shifted gear into the digital 
world! 
…but is that enough?
QUESTION 
Awesome Customer Experience 
What is an awesome customer 
experience?
AWESOME CUSTOMER EXPERIENCE 
Remembering is the first way to show you care. 
Providing accurate services promptly is how y...
Awesome Customer Experience 
The New Patient Life Cycle
01 
Layla makes an appointment with her doctor using the 
centralized MedSys.
02 
The hospital/doctor confirms the 
appointment and Layla’s complete 
medical history is retrieved(from a 
nationally ce...
03 
Based on her history of allergies, 
immunizations and the current diagnosis, 
the doctor e-prescribes the relevant 
me...
04 
The seamlessly integrated MedSys 
updates the test results, if any, and sends 
notifications to Layla and her doctor. ...
05 
Layla’s mom is a diabetic, blood pressure 
and osteoporosis patient, and requires 
routine check-up. 
Doctors assign h...
SOLUTION 
CloudCX 
Awesome Experience Comes Alive With 
Connect with Social Feeds 
Update with alerts & 
messages 
Suggest...
NOW 
Patient Scenario
NOW 
Doctor Scenario
Benefits (ROI) 
• Adoption of such a system would extensively boost the quality of care provided in the Emirates 
• It wil...
Thus in the end its all about your experience
Get In Touch With Us 
www.ephlux.com 
info@ephlux.com
Healthcare on CX Cloud
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Healthcare on CX Cloud

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CX Cloud enhancing the user (patient-doctor) experience in the Healthcare Sector.

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Healthcare on CX Cloud

  1. 1. Ephlux CX CLOUD Awesome Customer Experience
  2. 2. The Doctor- Patient Cycle The Ordinary Life Cycle Patient visits doctor and describes his problem Doctor views medical history if available in the hospital database or asks patients some details Patient waits for doctor to diagnose the available history or describes what he remembers as his history Patient waits for lab reports and then takes appointment with doctor for a follow-up. Doctor prescribes medication or any lab tests to be taken, and calls patient for follow-up
  3. 3. Are the patients happy? Patients – being tested for patience! • Need to remember their history • Keep a record of their medical history along with them (lab reports, x-rays and scans, if any) • Wait for reports/ results to set appointments
  4. 4. Are the doctors happy? Doctoring the unhappy patient .. • Some patients are difficult to handle and /or understand • Some patients consider doctors to be monsters who are simply ‘cashing’ on their illness. • Some patients have no past records available and don’t remember it either! • Some patients forget to bring / lose their reports
  5. 5. Customer Satisfaction Critical Aspect It all comes down to the quality of service, and the speed with which it was delivered.
  6. 6. Facts • Researchers at the Center for IT Leadership (2010) estimated that savings from preventing adverse drug events alone totaled $4.64 billion. • In Indianapolis, Finnell and Overhage (2010) found that a majority of emergency medical professionals said they benefited from access to pre-existing health information—medication lists, allergies, medical histories—through electronic exchange. Medics said the information was especially useful for patients with frequent emergencies and those who were unconscious, uncooperative, or otherwise unable to provide medics with needed information. • Persell et. al (2011) found that EHRs can use information on patients' medical histories to improve quality significantly by reminding providers of the best methods of care for specific patients.
  7. 7. CHANGING TRENDS Having real-time solution. Monitoring results through Dashboard. Having portability in making appointment Effective and cheap Hands-on access to your patient information. Imagine!
  8. 8. Changing World. Healthcare has already shifted gear into the digital world! …but is that enough?
  9. 9. QUESTION Awesome Customer Experience What is an awesome customer experience?
  10. 10. AWESOME CUSTOMER EXPERIENCE Remembering is the first way to show you care. Providing accurate services promptly is how you keep them satisfied.
  11. 11. Awesome Customer Experience The New Patient Life Cycle
  12. 12. 01 Layla makes an appointment with her doctor using the centralized MedSys.
  13. 13. 02 The hospital/doctor confirms the appointment and Layla’s complete medical history is retrieved(from a nationally centralized patient database) for use as soon as she arrives.
  14. 14. 03 Based on her history of allergies, immunizations and the current diagnosis, the doctor e-prescribes the relevant medication. Layla can also access her current prescriptions online.
  15. 15. 04 The seamlessly integrated MedSys updates the test results, if any, and sends notifications to Layla and her doctor. The system sets a convenient appointment, which the doctor and Layla approve.
  16. 16. 05 Layla’s mom is a diabetic, blood pressure and osteoporosis patient, and requires routine check-up. Doctors assign her an ioT device to monitor her health. The system lets her manage her lifestyle (diet, exercise and medications) better, and notifies the hospital in case of a rising emergency or check-up.
  17. 17. SOLUTION CloudCX Awesome Experience Comes Alive With Connect with Social Feeds Update with alerts & messages Suggest with Location based marketing Easy Access with Omni channels Reward with Proximity Alerts for nearby deals Remember customer history to make suggestions
  18. 18. NOW Patient Scenario
  19. 19. NOW Doctor Scenario
  20. 20. Benefits (ROI) • Adoption of such a system would extensively boost the quality of care provided in the Emirates • It will boost UAE healthcare reputation and attract people for medical tourism as well as knowledge/skilled workers to reside in the UAE • It will further attract businesses and investor to the UAE, from the healthcare sector • Attract top-notch physicians/practitioners providing them avenues of research • Provide local universities ability to conduct research (ex. usage of a specific diabetes drug and its effects) • With the continuous migration of expats into and out of the UAE, their medical records can be provided to them or home country, as a fee based service • Patients can have access to their medical records and further be empowered (etc, update their bio, allergy list, etc)
  21. 21. Thus in the end its all about your experience
  22. 22. Get In Touch With Us www.ephlux.com info@ephlux.com

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