Innovation reaching the Voice of the Patient, lecture by Christina Triantafyllou, Ph.D, Head of Improving Patient Experience at Siemens Healthineers. Key Sections: Pushing the boundaries with Innovation Translate innovation into patient experience The voice of patients is becoming increasingly important Improving patient experience We enable healthcare providers to increase value by Improving patient experience The biggest levers to optimize the patient diagnostic experience are the three core dimensions: staff, process, and equipment Steps to deliver outcomes that matter to patients We enable healthcare providers to increase value by Improving patient experience Identify the right priorities: What are the factors influencing the patient experience across the continuum of care? Patient experience during COVID-19 Patients feel uncomfortable to seek care Five lessons learned so far Patient experience in times of COVID-19 Patient Journey

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Innovation reaching
the Voice of the
Patient
Christina Triantafyllou, Ph.D.
Head of Improving Patient Experience at Siemens Healthineers

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Pushing the boundaries with Innovation
Technology Engineering

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Translate innovation into patient experience
* Based on the definition from the Beryl Institute (www.theberylinstitute.org)
Institutionalize the first company-wide
Patient Experience initiative with a goal to
infuse a joint-vision and culture that
permeated throughout the organization and
integrated a patient centric value-based
mindset
Digitalizing
healthcare
Expanding
precision
medicine
Improving
patient
experience
Transforming
care
delivery

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The voice of patients is becoming increasingly important
1) Does Hospital Reputation Influence the Choice of Hospital? Ruhr Economic Papers, Adam Pilny,
Roman Mennicken, 11/2014, White Paper “7 ways to maximize your hospitals reputation”;
2) National Health Expenditures 2016: https://www.cms.gov/Research-Statistics-Data-and-Systems/
Statistics-Trends-and-Reports/NationalHealthExpendData/downloads/highlights.pdf, viewed July 6, 2018
76%
of patients
consider a hospital’s
reputation1)
5.5%
annual growth
of average of
out-of-pocket expenditure
in the U.S. in 2023
vs 3.9% in 20162)
Stronger patient
voice

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Improving patient experience
* Based on the definition from the Beryl Institute (www.theberylinstitute.org)
Improving the sum of all interactions
that influence patient perceptions across
the continuum of care*
Digitalizing
healthcare
Expanding
precision
medicine
Improving
patient
experience
Transforming
care
delivery

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We enable healthcare providers to increase value by…
Improving patient experience
Sustain
patient loyalty
Engage patients
and families
Deliver outcomes
that matter to patients
Optimize diagnostic
experience

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The biggest levers to optimize the patient diagnostic experience are
the three core dimensions: staff, process, and equipment
Ensuring a pleasant and
efficient process in an
emergency situation as well as in
daily routine
Utilizing patient-friendly
technology
to increase patient safety and
provide an optimized scanning
experience
Enabling positive patient-staff
interactions by
empowering hospital staff to
appropriately address patient
needs

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Monitor response and aim for
positive patient-reported health
Involve patients, families
and care teams
Avoid adverse events
and ensure patient safety
Trust in and engagement
with treatment
Fewer acute
complications
Healthy
and productive life
Steps to deliver outcomes
that matter to patients
During treatment … Long-term …
Overall …

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We enable healthcare providers to increase value by…
Improving patient experience
Sustain
patient loyalty
Engage patients
and families
Deliver outcomes
that matter to patients
Optimize diagnostic
experience

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Identify the right priorities: What are the factors influencing
the patient experience across the continuum of care?
Question: Percent of survey participants rated the importance of influence factors with ‘greatest’ or ‘great’; 175 patients and their family members and ~300 high-
performing healthcare units = top rating of nine or ten in the overall rating question of the HCAHPS || Source: Influence factors with highest rating of >300 PX
institutions & patients;„A blueprint for setting up an impactful patient experience program”, Siemens Healthineers & the Beryl Institute, 2019
Teamwork among the
care team
Ease of access
to care
Effectiveness of diagnostic/
testing experience
Comfort of diagnostic/
testing experience
Coordination of care during
and between encounters
Clinical outcomes
of prescribed treatment
Pain management designed
responsibly and thoughtfully
Quality/safety practices
during a care encounter
Engagement Level
of employees
Previous encounters with
a healthcare organization
Communication/education
about prescribed medication
Check-out/
discharge process
Clear signage and wayfinding
Clinical team well-being Commitment of leadership
Noise level in facility
Must-haves across the
continuum of care
Cleanliness of facility
Effective communication
with patients and families
Partnering with patients
and families
Opportunity to ask
questions of care provider
Personal treatment
of patients and families
90-100% 70-90% 50-70%
Sustain
patient loyalty
Engage patients
and families
Deliver outcomes
that matter to patients
Optimize the
diagnostic experience

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Patient experience during COVID-19
Patient perspective Healthcare workers Digitalization

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Patients feel uncomfortable to seek care
1 https://cdn2.hubspot.net/hubfs/3735775/Jarrard%20POS%20National%20Survey%20Exec%20Summary.pdf
2 https://breastcancernow.org/about-us/news-personal-stories/breast-screening-coronavirus-1-million-women-miss-their-mammogram
45%
in the emergency room1
∼30%
in the hospital1
37%
in a walk-in clinic1
1 million
women
missed breast screening2

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Five lessons learned so far
Patient experience in times of COVID-19
Patient safety
comes first
Retaining patient
confidence and trust
Agility of the
healthcare sector
Digitalization
in healthcare
is an important factor
for fast adaptations
during the pandemic.
together with effective
and timely
communication.
plays a vital role in
healthcare, especially in
times of crisis and
uncertainty.
will reframe patient
experience, e.g. tele-
health, digital patient
engagement, data-based
decision analytics.
physical and mental health
of healthcare workers
should be top priority.
Care for the
caregivers is key

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… the voice of the patient
Follow-up
Imaging
Scheduling
Waiting & Preparation
In the hospital
Patient with
Symptoms
Procedure
Lab
Back at home
Referral
Restricted

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Thank You