The Process of Improving Patient Experience Australian Hematology/Oncology day centers basically provide specialized care to patients suffering from blood cancers such as leukemia, multiple myeloma, lymphoma as well as a number of other related blood disorders. The day centers can significantly enhance patient experience through a process that includes conducting literature review, seeking permission from relevant authorities to implement the findings, implementing the new strategies and engaging all the stakeholders (Manion, 45). This paper proposes a comprehensive process that will help in the identification of various evidence based strategies of improving patient satisfaction in Australian Hematology/Oncology day centers.
The first step in the development of strategies of improving patient experience will be conducting a comprehensive literature review on various databases such as Austhealth, CINAHL and Cochrane. A number of books, research publications, articles as well as relevant journals like PubMed and EBM will also be reviewed. During the literature review, the key search will focus on the headings such as improving customer experience, needs of Hematology/Oncology patients, and improving management and efficiency of specialized day care centers. Generally the primary aim of conducting a literature review will be to help identify some of the strategies that can be used in the process of developing an effective patient experience in Hematology. For example, a comprehensive literature review will highlight some of the previous researches as well as the application of theoretical concepts of improving patient experience. After conducting literature review, the day the approval of the Drug and therapeutic committee will be sought before the implementation of the processes identified.
Once the strategies of optimizing patience experience in the hematology day centers have been identified through the literature review, the management will develop a formal plan of implementing them. For example, the management of the day centers units will allocate sufficient resources to be used in the improvement of patient satisfaction in the centers. Some of the ways through which this can be achieved include implementation of training programs for all the caregivers, nurses and other personnel responsible for the welfare of the Hematology/ Oncology patients at the centers. Another step that will be taken by the management of the hematology/Oncology day centers will be the establishment of patient centered philosophies at the care units. This is particularly important because organizational philosophy will not only help the unit workers to improve the quality of service but is also likely to form part of the principles that guide the relationships between the Oncology day units and their customers.
The concepts gained from the literature review will also help in the improvement of communication between the patient and the health care staff members as well as between the health care staff themselves. Finally all the stakeholders will be engaged in the processes of improving both the employee satisfaction and customer experience at the Oncology day units. According to Manion(89), stakeholder engagements can be achieved through a number of ways some of which include working together to overcome barriers that may hinder the interactions between employees, developing clear roles for all the stakeholders as well as developing good rapport between the health care employees and the patients.
Manion, Jo. The engaged workforce: Proven strategies to build a positive health care workplace. Chicago: AHA Press, 2009.Print.