The Ministry of Health held today (Wednesday) the First Scientific Day of Patient Experience under the theme "Together in Care: Shaping Exceptional Patient Experiences”, a program designed to involve patients and their families in the process of healthcare by means of e-questionnaire; reflecting their impressions and feedbacks after receiving various healthcare services at a healthcare facility.
The scientific day targeted healthcare professionals from the Ministry of Health, the Medical City for Military and Security Services, University Medical City, Oman Medical Specialty Board, Directorate General of Medical Services Diwan, and the Oman Vision 2040 Implementation Follow-up Office.
The opening ceremony was held at JW Marriott hotel under the patronage of H.E. Dr. Hilal Ali Al Sabti, Minister of Health, in the presence of senior officials, as well Abdulrahman Almalky, Deputy General Director of Patient Experience Center at Saudi Arabia MoH, who reviewed the KSA’s experience in the field of patient experience, exchanging views and ideas with the participants, and explored Oman’s experience in this regard.
The Patient Experience Scientific Day program was rich of several key topics, discussion sessions, and scientific lectures that covered the successful journey of the patient experience currently being implemented. It also covered topics such as enhancing the patient experience through surveys, the stages of improving the patient experience at Sultan Qaboos University Hospital through feedback, health education initiatives, and social support initiatives related to this experience. The role of technology in the patient experience was further discussed.
The scientific day also explored methods for improving the patient experience by applying integration in healthcare, building trust through communication strategies for a positive patient experience, and empowering both patients and healthcare workers to improve the overall experience.
The project is part of the programs that align with the goals of Oman Vision 2040. A questionnaire was launched as part of Shifa App, conducted after patients complete services in outpatient clinics, emergency departments, and inpatient care. Efforts will also be made to align this experience with the national platform for complaints and suggestions upon its launch, with data analysis displayed on a dashboard that updates automatically and facilitates decision-making.
Moreover, a work strategy for patient experience has been developed, which includes all globally recognized tools for measuring experience, in addition to the questionnaire. The culture of patient experience has been spread among all service providers, which contributes to improving and enhancing the quality of services.
Patient experience is defined as everything the patient goes through, hears, and feels while receiving healthcare at all stages of their treatment. It is a patient-centered, who, along with their family, are considered partners in planning, developing, and measuring the healthcare provided to ensure it meets their needs, Dr. Abeer Al-Maamari, Head of Patient Experience Team and Director of Patient and Client Services, explained.
Patient and Client Services Director added that measuring patient experience contributes to improving the medical level, increasing patients' trust in healthcare facilities, and strengthening the collaborative medical and human bonds between service providers and recipients on all levels. It also fosters effective partnerships between them, which in turn reflects positively on the quality and safety of healthcare outcomes.
Dr. Al-Maamari clarified that, towards fostering competition in patient care and enhancing transparency, the questionnaire for patient experience was hence launched in May 2023 to measure the degree of patient satisfaction of the services provided to them.
On the significance of patient experience, Dr. Saleh Al-Hinai, a member of the Patient Experience Team - Family Medicine Senior Consultant pointed out that improving the quality of healthcare is a positive experience that enhances the patient's sense of trust and comfort, which consequently improves their response to treatment and adherence to the treatment plan. It also strengthens their psychological and emotional support, positively affecting the speed of recovery. Furthermore, the patient's interaction with compassionate medical team and a comfortable treatment environment reduces stress, especially in critical or long-term cases.
The importance of patient experience for the healthcare institution lies in its contribution to improving reputation and credibility. It also increases loyalty and continuity of care as patients who have a good experience are more likely to return to the same institution, which leads to continued healthcare and better health outcomes, Dr. Al Hinai elaborated, noting that achieving patient satisfaction is linked to improved health outcomes, which in turn reflects on the institution's performance indicators.
Ahmed Al-Barwani, Patient Experience Team member and UMC Director of Administrative Affairs, highlighted that patient experience is an essential part of the healthcare quality, encompassing many aspects of care delivery that patients highly value when seeking or receiving healthcare. These aspects include timely appointment scheduling, easy access to information, and effective communication with healthcare providers.
At the end of the ceremony, the patron of the event honored the members of Patient Experience Team as well the speakers of the scientific day. Additionally, His Excellency, along with the attending guests, viewed the exhibition of scientific posters in the field of patient experience that was held on the sidelines of the scientific event.
