If the healthcare industry today is rapidly evolving, so does the expectations of its stakeholders, transforming patient experience into a key competitive differentiator. Therefore, the ability to encourage regular, transparent and consistent feedback about the care we provide is essential to our promise in delivering life-enhancing renal care, something Diaverum’s all-new patient feedback portal, My Diaverum Experience, is set to play a major role in.
The better we understand our patients’ overall experiences, and meet their expectations, the closer we come to enhancing their lives around the world and ultimately becoming their renal care provider of choice. Patient experience feedback is a vital way for patients and their loved ones to help us learn.
Diaverum already has in place a robust set of tools to gather and analyse patient experience, such as our annual Patient Perception of Care (PPC) survey, the d.CARE patient app, post-boxes in clinics, e-mail, phone, social media channels, amongst others.
What My Diaverum Experience adds to the suite is to put in place a globally streamlined, consistent and anonymous platform for managing patient experience feedback across the business, encompassing any number of diverse topics a patient or caregiver may wish to talk about on a day-to-day basis. This may include, but not be limited, to:
- patient involvement
- diversity and inclusion
- clinic management
- hospitality and service in clinic, via phone or digital tools
- clinic environment, clinic look and feel, including cleanliness
- patient experience initiatives
- management of patient feedback
- access to information, education and trainings
- experience of our of True care culture
- our ability to make patients/caregivers feel safe, welcomed and comfortable
- our ability to connect patients/ caregivers to the right people when in need of support (dietician, psychiatrist, social worker, patient association, or similar)
Users can easily access the My Diaverum Experience platform via their browsers, without having to download any further software. It is also available in more than 20 languages, making it a truly global offering for our patients, wherever they are in the world.
Michaela Blomstrand, Director Global Patient Experience and Stakeholder Management, commented : “My Diaverum Experience is set to provide our patients with an important part of our Global Patient Experience Framework; giving them a tool such that facilitates conversations around their healthcare and the ability to help steer their experiences has the potential to create engaged and motivated patients that can thrive in our clinics.”
A secure platform that protects patient privacy
Crucially, My Diaverum Experience aims to provide a secure platform that protects patients and their caregivers’ privacy, ensuring that any information shared is kept confidential. The only information that Diaverum has access to throughout the process, is the feedback provided and any further information they may choose to share.