Strategy & Transformation
Patient and beneficiary experience
Experience 360
The patient’s voice, turned into change.
Experience 360 is GTech’s experience office. Hospitals and health groups run it as their Patient Experience Office, and government entities as their Beneficiary Experience Office. It listens to patients across every channel, maps the moments where experience is won or lost, resolves complaints quickly and makes sure each improvement shows up in the next patient’s visit.
Highlights
- Experience measured by facility, department and service
- Complaints resolved on time and learned from
- A Patient Experience edition and a Beneficiary Experience edition
Surveys are collected; experience stays the same.
Hospitals already gather surveys, complaints and comments, but they often arrive in different places, late and without context. Scores are reported each quarter, while the waits, handovers and discharges that shape them stay unchanged.
Patients notice what happens between departments, and that is where nobody owns the experience. Experience improves when an office listens continuously, owns the patient’s path and follows each issue to a fix.
Listening, care paths and resolution in one office.
Experience 360 turns what patients say into owned improvements.
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Voice of the patient
Surveys, complaints, compliments and comments from every channel in one view, by facility, department and service.
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Care paths
The key patient journeys mapped end to end, with the moments that matter most measured and owned.
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Complaints and resolution
Every complaint logged, assigned, resolved on time and analyzed for its root cause.
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Improvement program
Experience issues turned into improvement actions with owners, dates and a measured result.
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Culture of care
Service standards, recognition and coaching that help staff deliver the experience the hospital promises.
Stood up with your team, then run by it.
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Listen
Bring the existing feedback together and find the services and facilities that matter most.
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Organize
Set up the office, its roles, its service standards and its complaint handling.
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Improve
Run improvement on priority care paths, measuring the effect on what patients report.
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Transfer
GTech runs the office alongside your team until your people run it on their own.
Experience that patients notice.
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Loyalty and growth
Patients who are heard come back and recommend the hospital to others.
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Fewer repeat complaints
Fixing root causes stops the same complaint returning from the next patient.
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Ready for accreditation
Experience standards and complaint handling documented as the office works.
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Connected to the command center
Experience scores, complaints and service issues flow into HECC 360 and ECC 360, and breached experience targets open actions for their owners.
Two editions on one model.
The same office, in the language of the people it serves.
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Patient Experience Office
For hospitals and health groups, across inpatient, outpatient, emergency and home care.
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Beneficiary Experience Office
For ministries, authorities and government service providers, with the beneficiary’s path across channels and service centers.
Turn the patient’s voice into change.
A working session reviews how your hospital listens and responds today, and shows how Experience 360 would run for you.