Improving Patient Experience Through Better Operational Systems
Client: Koyili Hospital
Satirth worked with Koyili Hospital to examine the patient journey and strengthen the non-clinical systems that directly influence patient experience, operational execution and staff effectiveness.
The Business Challenge
Koyili Hospital's clinical care was strong. However, the non-clinical patient experience — the way patients moved through the hospital, interacted with front-office staff, received communication and were managed during admission, stay and discharge — had opportunities for significant improvement. These non-clinical touchpoints collectively shape how patients and their families perceive the hospital.
Our Diagnosis
Satirth examined the complete patient journey and identified gaps in:
- Patient movement and flow within the hospital.
- Front-office processes and patient interaction at reception.
- PRO (Public Relations Officer) responsibilities and operations.
- Telecalling processes for appointment follow-up and patient communication.
- Bystander management and communication with patient families.
- Discharge processes and patient exit experience.
- Staff clarity on roles, responsibilities and standard procedures.
What Satirth Did
Patient Journey Mapping
Mapped the complete patient experience from first enquiry through admission, stay, discharge and follow-up to identify friction points.
Front-Office Process Improvement
Redesigned front-office workflows to improve the initial patient experience — reception, registration, information and direction.
PRO Operations
Defined PRO roles, responsibilities, patient-interaction processes and escalation procedures.
Telecalling Systems
Established structured telecalling processes for appointment management, follow-up and patient communication.
Bystander Management
Created processes for communicating with patient families and managing bystander expectations and experience.
Discharge Process
Improved the discharge workflow to reduce delays and improve the final patient interaction.
Staff Training & SOPs
Developed standard operating procedures and conducted staff training across relevant non-clinical departments.
Key Changes
Key Learning
A hospital's reputation is shaped not only by clinical outcomes but also by the non-clinical experience — how patients are received, informed, guided, managed and discharged. Systematic improvement of these operational touchpoints can significantly strengthen the overall patient experience.
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