St. Luke’s Medical Center + Pearl-Plaza: Revolutionising the Patient Experience Through Real-Time Care

Recognising the need for real-time feedback and immediate action, St. Luke’s partnered with Pearl-Plaza to streamline their approach to addressing patient concerns and enhancing overall experiences within. The results? More than 40,000 responses received last year, and a patient satisfaction score of 8.4!

Through partnership with Pearl-Plaza, St. Luke’s was able to:

• Super-charge their real-time, comprehensive, and intelligent surveys
• Use a feedback-to-action loop, allowing the Patient Experience team to respond to feedback within two hours 
• Link patient experience to return on investment (ROI)

Challenge: Medical Care Challenges Across South East Asia

Before teaming up with Pearl-Plaza, St Luke’s relied on a third-party surveyor for gathering patient feedback. While the data and responses were satisfactory, the delay in receiving reports meant that the hospital couldn’t address concerns as quickly as they needed to. By the time reports arrived, the responses were already outdated and patients were no longer being treated, resulting in real missed opportunities for improving patient care.

Solution: St. Luke’s Teams Up With Pearl-Plaza

Pearl-Plaza’s XI Platform reset St Luke’s approach to patient experience. Together, we came up with two solutions to resolve the problem of delayed feedback: 1) Real-time complaints reception through the case management tool, and 2) A comprehensive dashboard updated in real-time for immediate insights. Patients can now voice their concerns through various channels such as calls, emails, or even scanning QR codes, which empowers to leave feedback in real time, and more importantly, it gives St Luke’s the ability to respond. 

Upon receipt of a complaint, an email alert triggers a response from St Luke’s dedicated patient navigators. These trained professionals quickly address patient concerns, making sure that issues are resolved in a timely and empathetic manner. St Luke’s adopted a patient-centric approach by deploying patient care navigators and relations officers to handle complaints. This personalised touch not only reassures patients but also ensures that their voices are heard and valued throughout their healthcare journey.

Impact: Immediate Patient Feedback And A Patient Satisfaction Score Of 8.4!

The transition to Pearl-Plaza’s XI Platform has produced some incredible results for the medical center. Last year the medical center received 40,000+ responses from patients, and individually responded to every single one of them (100%) in real time. The patient satisfaction score sits at 8.4 (out of 10, underscoring the center’s commitment to prioritising patient satisfaction and addressing concerns as quickly as possible. The turnaround time from complaint to resolution became much shorter, enhancing overall patient experience and fostering trust in the institution.

“If I could go back in time and do one thing differently at the beginning of our patient experience program, it would be partnering with Pearl-Plaza sooner.”

–Dr Narciso Jr. S. Navarro, Chief Patient Experience Officer