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Establishment & Operation of a Patient Experience & Service Center
A One-Stop-Shop model for patients, families, and visitors — providing in-person, telephone, and digital support before, during, and after hospitalization.
Patient-Centered Excellence
Patient Experience & Service Center
An organizational capability for developing, implementing, and supporting patient service and experience systems within the healthcare sector — based on a holistic approach that recognizes the person behind the patient and supports them and their companions throughout the entire care journey.
Holistic Approach
Proactive Service
Continuity of Care
Overview
Key Benefits
A proactive, accessible, and available service ecosystem that strengthens the sense of security, reduces uncertainty, and supports continuity of care from hospital to community.
Human-Centered Care
A holistic approach that recognizes the person behind the patient and supports them and their companions throughout the entire care journey.
Proactive Service Ecosystem
Accessible, available, and proactive support that strengthens the sense of security and reduces uncertainty during care.
Continuity from Hospital to Community
Coordinated transitions and ongoing connection to community services after discharge.
Listening to the Patient Voice
Continuous feedback, real-time identification of needs, and translation of insights into measurable improvement.
Our Approach
Patient experience encompasses all the feelings, perceptions, and experiences of patients and their families throughout the care journey — from the first encounter with the system, through communication with staff, the physical and emotional environment, access to information, and sense of safety, to the conclusion of treatment and post-care continuity.
This approach integrates high-quality medical care with a human, attentive, and empathetic attitude.
Focus
Areas of Focus
Holistic Care Journey
From the first encounter through to post-care continuity — integrating clinical excellence with empathy.
Proactive Information
Tailored, timely information that reduces uncertainty and strengthens patient engagement.
Service Measurement
Continuous monitoring tools and feedback loops shared with management and departments.
Support for Special Populations
Guidance on rights and dedicated assistance for elderly patients and those needing extra support.
Key Focus Areas
Services & Programs
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Guidance and Navigation within the Hospital
Proactive wayfinding assistance, physical escort when needed, and clear, accessible information across the hospital.
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Service Rounds & Patient Voice
Structured rounds in departments to engage directly with patients and families, identify needs in real time, and drive improvement.
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Patient Feedback & Experience Monitoring
Continuous monitoring tools that identify gaps early and share actionable insights with leadership and clinical teams.
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Proactive Information Throughout Hospitalization
Tailored information delivered along the care pathway to reduce uncertainty and strengthen engagement.
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Continuity of Care — Hospital to Community
Supporting post-discharge coordination and connection to community-based services for sustained recovery.
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Rights Utilization & Special Populations
Guidance on medical and social rights, including dedicated support for elderly patients and those requiring extra assistance.
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Public Inquiries & Complaint Handling
Receiving and addressing patient inquiries with full resolution and clear, timely responses.
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Well-being, Leisure & Emotional Support
Programs that promote patient well-being and enhance the human experience during hospitalization.
Mode of Operation
How We Work with Partners
- Supporting hospitals in establishing Patient Experience & Service Centers
- Implementing proactive service models across departments
- Working with clinical teams and leadership
- Embedding feedback mechanisms and measurement tools
- Adapting processes to organizational needs
Interested in partnering with this center?
Let's discuss how Meir Medical Center can support your patient experience and service goals.