1. In your experience, what does ‘connected and compassionate care’ truly mean in day-to-day clinical practice?

Connected and compassionate care is a patient-centred approach which emphasizes empathy, trust, building customer experience between staff and patient, it is not just treating the disease, it involves emotional and psychological, respect

2. What are some of the most common gaps you observe in patient experience today—and how can healthcare leaders address them?

The most common gaps are :
1. Poor communication and coordination between hospital department or unit, cause workflow inconsistency

2. There are regulations in healthcare that cannot be replaced by technology, causing work to take longer and causing customer complaints.

Lack of care, lack of personal touch

We address with :

1. Training, about communication, personalize care, good coordination with other department

2. Close coordination with IT team to review the workflow

3. Can you share a story or case that demonstrates how improved patient experience led to better clinical or organizational outcomes?

There was one incident at that time. A patient who was being treated in the hospital giving feedback via a barcode scanner in their room. Because we have real-time patient feedback, we immediately approached not only the nurse but also the nursing staff in the building. The patient was surprised and didn’t expect such a quick response and immediate assistance. They were very happy with this.

4. How do you see technology and digital tools playing a role in strengthening—not replacing—the human side of care?

Technology in healthcare, especially hospitals, significantly helps us build engagement with our customers, not only in the hospital but also before they arrive, through an online registration system that provides information about doctors and practice hours.

This technology also allows us to communicate virtually by conveying the actual/real-time journey so that customers or patients also know.

Empathy, or emotional touch, cannot be replaced by IT; it is absolutely necessary and can only be provided by humans.

5. What is one simple yet powerful action clinicians or administrators can take today to make patients feel more seen and supported?

Before providing information about the patient’s health, it would be better for the doctor to first listen to the patient’s current complaints or hopes, then the Doctor or other health worker will answer and explain goals of the treatment, so that both the doctor and the patient have the same level of understanding of the patient’s condition and treatment targets.

6. What message or key idea are you most excited to share with fellow attendees at the Congress in Jakarta?

Customer experience is everyone concern, especially in health care industry, it would be everyone responsibility, every step is caring, good interaction makes long lasting experience, with empathy and personal touch, it will be memorable