you are amazing · a transformation story of patient experience by digital technology. a job a...
TRANSCRIPT
YOU Are Amazing !!!
John Masud Parvez,
A transformation story of patient experience by digital technology
A Job
A Career
A Calling
John Masud Parvez
Chief Information Officer
(CIO) / GITD
OF Hoan My Medical Corporation
Former Head of Digitization
projects for RMIT University who
created the whole RMIT technology
setup as it is now.
John Masud Parvez
Founder & President
OF
Vietnam Social Health
Revolution
(VSHR)
Why IT ?
Why DT ?
Who we are?
Who are our
Customer?
How can we empower
our
Customer?
Life Cycle of
Customer
Before
During
After
Why?
Before
During
After
Community
Before
During
After
Before After
During We
Online Community
How to build Community
Influencer
Space (Online Platform)
Patient
Campaign
Time
Intensity
Consistency
Did we empower
our
Customer?
How to engage at
Hospital?
Life Cycle of
Customer
Before
During
After
During at Hospital
Patients top priority
Appointment
Directions at hospital
Wait time
Report announcement
Medical Advisory Services
How to engage at
Hospital?
Feedback website
Google form
Paper Form
CS staff
Medical Service Staffs
Do you notice the
problem?
Feedback website
Google form
Paper Form
CS staff
Medical Service Staffs
We are too slow!
Feedback website
Google form
Paper Form
CS staff
Medical Service Staffs
Customer Experience though
engagement
Case Study
Area Patient
Feedback %
NPS Score
City 50% +20
Town 20% +16
Rural 10% +5
Case Study (After)
Area Patient
Feedback %
NPS Score
City 80% +30
Town 60% +25
Rural 50% -10
Case Study (After)Area Patient
Feedback %
NPS Score
(Before)
NPS Score
(Before)
City 80% +20 +30
Town 50% +16 +25
Rural 40% +5 -10
How can we empower
our
Customer?
HISPatient Portal
Online Community
EMRCommunity
SystemPAC
System
Digital Landscape
CRM
HISPatient Portal
Online Community
EMRCommunity
SystemPAC
System
Digital Landscape
CRM
Data
• You and Your team
• Your Customer
HIS and CDS
Patient Portal
Online Community
EMRCommunity
SystemPAC
System
Digital Landscape
CRM (AI)
A B C D
• You and Your team
• Your Customer
John Masud Parvez
John Masud Parvez
Masud Parvez
Health-revolution.org/about-
john
Thank you..