Ephlux

Awesome Customer Experience

CX CLOUDRevolutionizing the medical system for the Ministry of Health

The Doctor- Patient CycleThe 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

Doctor prescribes medication or any lab tests to be taken, and

calls patient for follow-up

Patient waits for lab reports and then takes appointment with

doctor for a follow-up.

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

Are the doctors happy?

• 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

Doctoring the unhappy patient ..

Customer Satisfaction Critical Aspect

ONLY A HAPPY DOCTOR MAKES A PATIENT HAPPY.

It all comes down to the quality of service, and the speed with which it was delivered.

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.

Having real-time solution.

Monitoring results through Dashboard.

Having portability in making appointment

Effective and cheap Hands-on access to your patient information.

CHANGING TRENDSImagine!

Changing World.

…but is that enough?

Healthcare has already shifted gear into the digital world!

What is an awesome customer experience?

QUESTIONAwesome Customer Experience

AWESOME CUSTOMER EXPERIENCE

Providing accurate services promptly is how you keep them satisfied.

Remembering is the first way to show you care.

The New Patient Life CycleAwesome Customer Experience

Layla makes an appointment with her doctor using the centralized MedSys.

01

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.

02

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.

03

04The 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.

05Layla’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.

SOLUTIONCloudCX

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

Patient is happy to be

empowered

Satisfied with the transparent

and patient-centric system.

Patients trust doctors and offer greater

cooperation

NOWPatient Scenario

Sees more patients with the agile system

Views customer history in a

dashboard style

E-Prescribes medicines

NOWDoctor Scenario

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)

Thus in the end its all about your experience

Get In Touch With Us

www.ephlux.cominfo@ephlux.com