June 24, 2022
Ranking of best customer experience seeks to demonstrate satisfaction with the brands or services assessed
June 2022.- In the first edition of the CX Index 2022, organized by Datum Internacional, Centrum PUCP and Xcustomer Group, Clinica Ricardo Palma was recognized as the health institution in the country that leads the ranking of best customer experience in the category ” Private clinics”, using a research tool that accurately assess the decisions of Peruvian consumers.
When facing changes in consumption, it is important for companies to have a reference on how well their differentiating variables are working. The CX Index was created trying to achieve this goal, a unique model for measuring customer experience in 20 categories of products and services, using the technique of Digital Listening (monitoring of social networks) and online surveys between March and April 2022; considering four dimensions such as: product, brand, service and emotional experience.
Dr. Antonio Feria Aliaga, General Manager of Clinica Ricardo Palma indicates that Clinica Ricardo Palma, in line with the strategic objectives of Quirónsalud Group to which they belong, has been committed to generating links through person-centered experiences with a model of continuous improvement to offer a humanized health care defined by excellence and quality, supported in how its focus of attention perceives it: its patients.
“No doubt, humanized assistance is one of the pillars that speak about our way of acting, of doing things, of understanding health and, above all, of our relationship with people. However, to ensure that this pillar forms part of the patient’s experience, it has to go hand in hand with healthcare excellence together with the safety and effectiveness of clinical practice,” says Dr. Feria. In this sense, he indicates that due to their great impact on the quality of care and human values in an increasingly digital and automated world, they annually develop specific objectives for continuous improvement.
“At Clinica Ricardo Palma we focused on the client-patient experience around strategic pillars: the patient experience, aimed at ensuring that the patient is at the center of the organization, providing the best possible treatment at all times that unequivocally exceeds their expectations. Another strategic pillar of our organization is the people, our collaborators, seeking to enhance the sense of pride and belonging and making the Clinic the best place to work. Finally, digital transformation is another strategic pillar to support the creation of increasingly efficient processes, change the way we do things with the aim of practicing better medicine and offering a better experience to our patients and, of course, to reach more people and be permanently connected”. In this sense, among the digital tools, they have the NPS satisfaction index, which responds to agile processes and procedures and warm attention focused on each person.
In this area, the clinic has also implemented greater communication channels with the aim of maintaining an active source of listening, not only in person but also virtually. “In the digital environment, we highlight our live consultations on social networks, where several specialists from our institution provide information and answer questions from the general public on a specific health issue, with the aim of reaching more people for the benefit of society” highlights Dr. Antonio Feria.
The client-patient experience has become the strategic axis for the creation of a special bond between both parties whose results are sustained by values such as respect, trust and fidelity. Along these lines, Dr. Feria acknowledges that this study refers to a measurement of the impact of the efforts of each institution and “therefore, it allows us to see key aspects in the decision-making of our patients, either when looking for a service or getting a product. For this reason, being recognized in the Peruvian market as the best clinic in patient experience fills us with pride and allows us to strengthen our commitment to keep our patients as the main focus; the axis around which all our activity must revolve is the person”, he points out.
It should be noted that in February of this year, Clinica Ricardo Palma was reaccredited with the “Gold Seal” granted by the Joint Commission International, the highest distinction that a health entity can obtain worldwide, where the highest quality standards were certified. health care and patient safety.