Experiencia del Usuario - Inducción Corporativa - Promedan S.A

User Experience in Healthcare: A Comprehensive Overview

Introduction to User Experience

• The user experience (UX) team emphasizes that everyone contributes to user experiences, directly or indirectly.

• The goal is to provide the best service through empowerment and commitment from all stakeholders, aiming for brand loyalty and positioning in users' minds.

Components of User Experience Process

• The UX process includes four main components: satisfaction, user manifestations, orientation/information, and user association.

Orientation and Information

• This component focuses on managing services provided by the contact center and IPS teams regarding appointments, general information, authorizations, and handling user feedback (requests, complaints).

• An integrative model ensures a unique experience for users regardless of their contact method.

User Manifestations

• Users can express requests, complaints, suggestions through four channels: phone line, office visits, suggestion boxes at IPS locations, and the website.

• These channels facilitate tracking solutions and responses while measuring user satisfaction through emotional feedback.

Measuring Satisfaction

• Two key metrics are used: recommendation index and overall satisfaction.

• User associations consist of individuals linked to health security systems who utilize IPS services; they are organized under specific regulations.

Objectives of User Associations

• Associations aim to inform users about their rights and duties while enhancing service quality through feedback mechanisms.

Rights and Duties of Users

Users' Rights

• Right to accessible medical care that is effective and high-quality.

• Right to dignity protection.

• Right to information.

• Right to self-determination including consent choices.

• Right to confidentiality.

• Right to religious assistance.

Users' Duties

• Promote self-care for themselves and their families.

• Follow health recommendations from professionals timely.

• Act responsibly in situations affecting others’ health or safety.

• Respect healthcare personnel and fellow patients during care processes.

• Use health system resources rationally according to needs.

Commitment Towards Quality Service

• The UX team's mission centers on humanizing healthcare services with teamwork as a core value. All collaborators play a role in enhancing the overall experience for users.

User-Centric Service Approach

Core Principles of User Experience

• The focus is on user-centricity, aiming to build loyalty through a policy of humanization and high-quality service. This includes creating inclusive, equitable, sensitive, and dignified experiences that foster trust and transform lives.

• Key pillars include assertive communication, warmth in service, empathy, and continuous improvement. Each collaborator is encouraged to adopt a compassionate service attitude that prioritizes the physical, mental, and social integrity of users.

• Attributes governing the user experience model are safety, efficiency, availability, timeliness, effectiveness, and warmth. The primary goal is to achieve maximum user satisfaction by generating memorable service experiences.

Strategies for Effective User Engagement

• To enhance user engagement:

• Active listening is essential.

• Providing appropriate advice and resolving concerns effectively can leave a lasting impression.

• Important practices include:

• Greeting users warmly upon arrival.

• Demonstrating kindness in interactions while actively listening.

• Maintaining eye contact to show interest in their needs.

• Delivering complete information clearly and using the user's name during farewells enhances personal connection.

This structured approach emphasizes the importance of creating positive experiences for users through thoughtful interaction and dedicated service principles.