epi -synergy of innovation and patient experience in
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EPIC - synergy of innovation and patient experience in aesthetic medicine
Dubrovnik, October 12th, 2019 Ognjen Bagatin, MBA
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• CEO, Poliklinika Bagatin
• Consultant for 20+ clinics in Croatia and Europe(Czech, Poland, Estonia, Bulgaria…)
• Member: Medical Tourism Council at Croatian Chamber of Economy, Executive Board for Health at Croatian Employers’ Association, Executive Board - Zagreb Health Tourism Cluster, American Chamber of Commerce in Croatia – AmCham, Executive Board for Croatian Diaspora Congress
• Owner of Entrepreneur magazine in Croatia
Ognjen Bagatin, MBA
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• Increase patient satisfaction
• Increase patient engagement
• Positive health outcomes
• Building trust between patients and medical providers
• Increase reputation
• Increase revenues
Why patient experience?
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1. Approach to patients
2. Communication
3. Hospitality
4. Bedside manners
21st Century Skills
The journey of 1000 miles begins with… But how exactly?
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Former Dean of Stanford School of Medicine
• Lack of time
• More patients in less time
• Technology
• Bad role-models and mentors
• A need to rehumanize medicine and „bedside manners”
Dr. Philip A. Pizzo
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Patients first – HSS Hospital - Sydney
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• Patients first…
Cleveland Clinic
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Cleveland Clinic Chief Experience Officer
• „Expanding the dialogue”
• To improve and optimize patients’ experience
• „ Physician experience is important too .”
• „ Better communication, better cooperation, better design.”
Dr. Adreinne Boissy
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• Dr. Sc. Tomislav Mihaljević
• 66.000 caregivers
• Service 2,5 million patients
Plan for 2024. – to service 5 million patients
Cleveland Clinic CEO
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EPIC 2020. in Dubrovnik, Croatia
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Appreciate your patients
• Don’t treat them like revenue stream or expense category
• CEO is not the one who pays salaries
NO
• Your patients are your bosses• Respect them, cherish them,
and understand them• Build the dialogue, shape
their experience together
YES
VS
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• Patients First…
Cleveland Clinic
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• “We have always done it in this way.”
• Challenging the status quo
• IBM Watson - new and disruptive AI solutions to medical imaging, laboratory and ophthalmologic diagnosis and treatment
• Amazon - breaking new ground in the distribution and delivery of supplies, pharmaceuticals and the full value-chain in healthcare
• European Institute for Innovation & Technology – EIT Health
• Personalization of treatments (through genomic science)
Why innovation in healthcare?
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• Use of technology
• Increase patients’ security
• Increase effectiveness and efficiency
• Increase the quality of the patients’ medical outcomes
• Increase reputation and the bottom line
• Prepare for the future
Why innovation in healthcare?
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EPIC 2020. in Dubrovnik, Croatia
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EPIC – European Patient experience & Innovation Congress
Organizational committee
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Speakers / invited
Tomislav Mihaljevic – CEO, Cleveland Clinic Paul Roma – General Manager, IBM Watson Health Eric Topol – Best-selling author, scientist, futurist Peter Singer – Special Advisor, WHOBertalan Mesko – Director of The Medical Futurist Institute David Feinberg – General Manager, Google Health Thomas Lee – CMO, Press GaineyDr. Brian Donley – CEO of CC London Cleveland Clinic
Dr. Mario Skugor Lori Kondas – leader of our Office of Patient Experience in CCJoe Sweet – Director of International Operations inCCDr. Thomasz Rogula – Jageillonian UniversityStephen Bender – Disney InstituteDaniel C. Shaw – Head of Global Clinic Rating (GCR) Irving Stackpole – International consultant in health care Ritz Carlton – speakers TBA Amazon – speakers TBAHygeia Group, Greece – speakers TBA Helios, Germany – speakers TBA
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Looking forward to seeing you on EPIC.