Thumbs up for patient-centric app


MANIPAL Hospitals Klang has introduced its in-house developed Patient App in its current 70-bed speciality hospital, taking it to the forefront of being innovative in patient care.

Patients have given the thumbs up for Manipal Hospitals Klang for the initiative which leverages on innovation to be proactive and responsive in patient care.

Manipal Hospitals head of operations for Malaysia Raman Bhaskar said the app was rolled out on a pilot run six months ago and it is now a vital and integral part of the hospital operations with two dedicated staff full time recording feedback from patients using tablets.

The mobile devices give the staff mobility to move from bed-to-bed, interact with inpatients before they are discharged and let them respond to the feedback questionnaire on varied matters ranging from medical attention to housekeeping via the touchscreen feature of the tablet.

“The feedback is captured and will then be accessible online by all departments.

“It is now standard procedure for all feedback to be reviewed on a daily basis for prompt action to address any shortcomings or problem areas,” added Raman.

He said the conventional hard-copy feedback form had its limitations and effectiveness as not all patients were inclined to go through the trouble of manually filling it up.

Some too had apprehension that their feedback, especially those negative in nature, might result in backlash from errant hospital personnel.

The Patient App would overcome all these and on top of it, facilitate feedback from all inpatients. Language too becomes a barrier as the app makes it easy for on-the-spot translation by the staff, who will assist the inpatient to key in their responses on the mobile device. The voice recording feature will also enable the patient to opt to provide verbal answers.

Raman said the effectiveness of this app in enhancing patient engagement as well as in contributing towards operational efficiency has prompted Manipal Hospitals to have the app service available at every bedside when it moves to its new 220-bed tertiary care (super-specialist) hospital in Bandar Bukit Tinggi, Klang in the next few months.

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