Positive patient experience in eye care during COVID-19: A case from Eye Hospital Sistina Oftalmologija

COVID-19 was a wake-up call, changing the world we know and our experiences in every possible way. Healthcare systems, as the most exposed and stressed in this situation, were called to urgently respond to the new reality. Physical distancing and stay-at-home directives have flattened the curve and...

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Autor principal:	Vesna Cado
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2020
Materias:	covid-19 positive patient experience key best practices eye care digital transformation communication social responsibility Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/8fe1d875b2564b239811574e774728ea
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spelling	oai:doaj.org-article:8fe1d875b2564b239811574e774728ea2021-11-15T04:31:20ZPositive patient experience in eye care during COVID-19: A case from Eye Hospital Sistina Oftalmologija2372-0247https://doaj.org/article/8fe1d875b2564b239811574e774728ea2020-08-01T00:00:00Zhttps://pxjournal.org/journal/vol7/iss2/22https://doaj.org/toc/2372-0247COVID-19 was a wake-up call, changing the world we know and our experiences in every possible way. Healthcare systems, as the most exposed and stressed in this situation, were called to urgently respond to the new reality. Physical distancing and stay-at-home directives have flattened the curve and decreased the risk of viral transmission but also decreased the clinical volume in eye care medical practice. Hospitals must work hard to find a balance in responding to the pandemic while providing quality care and positive patient experiences. Previous research on crises has been mostly focused on implementing crisis management strategies to handle the threat against citizens’ health, within a relatively bounded geographic area. Novel COVID-19 virus struck globally and urged the need for additional knowledge and practice to successfully manage world crises and create positive patient experiences in a pandemic. The Case of Eye Hospital Sistina Oftalmologija in N. Macedonia answers the call by suggesting four managerial best practices that provide its patients with positive experiences during the pandemic by addressing organizational changes, engaging employees, improving communication with patients and recognizing its social responsibilities. This study also offers recommendations for further action in communication and digital transformations related to acute and long-term care and suggests questions for further exploration. Findings provide important insights for medical institutions and health care providers. <strong>Experience Framework</strong> This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Patient%2C%20Family%20%26%20Community%20Engagement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PatientFamilyCommunityEngagement">Access other resources</a> related to this lens.</li> </ul>Vesna CadoThe Beryl Institutearticlecovid-19positive patient experiencekey best practiceseye caredigital transformationcommunicationsocial responsibilityMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	covid-19 positive patient experience key best practices eye care digital transformation communication social responsibility Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	covid-19 positive patient experience key best practices eye care digital transformation communication social responsibility Medicine (General) R5-920 Public aspects of medicine RA1-1270 Vesna Cado Positive patient experience in eye care during COVID-19: A case from Eye Hospital Sistina Oftalmologija
description	COVID-19 was a wake-up call, changing the world we know and our experiences in every possible way. Healthcare systems, as the most exposed and stressed in this situation, were called to urgently respond to the new reality. Physical distancing and stay-at-home directives have flattened the curve and decreased the risk of viral transmission but also decreased the clinical volume in eye care medical practice. Hospitals must work hard to find a balance in responding to the pandemic while providing quality care and positive patient experiences. Previous research on crises has been mostly focused on implementing crisis management strategies to handle the threat against citizens’ health, within a relatively bounded geographic area. Novel COVID-19 virus struck globally and urged the need for additional knowledge and practice to successfully manage world crises and create positive patient experiences in a pandemic. The Case of Eye Hospital Sistina Oftalmologija in N. Macedonia answers the call by suggesting four managerial best practices that provide its patients with positive experiences during the pandemic by addressing organizational changes, engaging employees, improving communication with patients and recognizing its social responsibilities. This study also offers recommendations for further action in communication and digital transformations related to acute and long-term care and suggests questions for further exploration. Findings provide important insights for medical institutions and health care providers. <strong>Experience Framework</strong> This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Patient%2C%20Family%20%26%20Community%20Engagement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PatientFamilyCommunityEngagement">Access other resources</a> related to this lens.</li> </ul>
format	article
author	Vesna Cado
author_facet	Vesna Cado
author_sort	Vesna Cado
title	Positive patient experience in eye care during COVID-19: A case from Eye Hospital Sistina Oftalmologija
title_short	Positive patient experience in eye care during COVID-19: A case from Eye Hospital Sistina Oftalmologija
title_full	Positive patient experience in eye care during COVID-19: A case from Eye Hospital Sistina Oftalmologija
title_fullStr	Positive patient experience in eye care during COVID-19: A case from Eye Hospital Sistina Oftalmologija
title_full_unstemmed	Positive patient experience in eye care during COVID-19: A case from Eye Hospital Sistina Oftalmologija
title_sort	positive patient experience in eye care during covid-19: a case from eye hospital sistina oftalmologija
publisher	The Beryl Institute
publishDate	2020
url	https://doaj.org/article/8fe1d875b2564b239811574e774728ea
work_keys_str_mv	AT vesnacado positivepatientexperienceineyecareduringcovid19acasefromeyehospitalsistinaoftalmologija
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Positive patient experience in eye care during COVID-19: A case from Eye Hospital Sistina Oftalmologija

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