Whenever I get to interact with a CEO or the Patient Experience Head of a Hospital Group, I am always made to understand that , their Patient Engagement scores are exceeding excellence . Having said, when I look into seeking evidences – be it through the patient testimony notes or from the social media – I hardly find enough evidence to support it .
Am I missing something ? How would it be that, if I were to even consider three top procedures across 5 top Indian cities , totalling to 1.5 Million patients who are being serviced annually , I can hardly find less than 1% of them sharing their experiences ? Are we missing something ? Are our patients not too vocal , or are we not delivering excellence ? What do you think so ?