CX Cloud enhancing the user (patient-doctor) experience in the Healthcare Sector.

1. Ephlux
CX CLOUD
Awesome Customer Experience

2. The Doctor- Patient Cycle
The Ordinary Life Cycle
Patient visits doctor and
describes his problem
Doctor views medical history if
available in the hospital
database or asks patients
some details
Patient waits for doctor to
diagnose the available history or
describes what he remembers as
his history
Patient waits for lab reports and
then takes appointment with
doctor for a follow-up.
Doctor prescribes medication or
any lab tests to be taken, and
calls patient for follow-up

3. Are the patients happy?
Patients – being tested for
patience!
• Need to remember their history
• Keep a record of their medical
history along with them (lab
reports, x-rays and scans, if any)
• Wait for reports/ results to set
appointments

4. Are the doctors happy?
Doctoring the unhappy patient ..
• Some patients are difficult to handle and /or
understand
• Some patients consider doctors to be monsters who
are simply ‘cashing’ on their illness.
• Some patients have no past records available and
don’t remember it either!
• Some patients forget to bring / lose their reports

5. Customer Satisfaction
Critical Aspect
It all comes down to the quality of service, and the speed
with which it was delivered.

6. Facts
• Researchers at the Center for IT Leadership (2010)
estimated that savings from preventing adverse drug
events alone totaled $4.64 billion.
• In Indianapolis, Finnell and Overhage (2010) found
that a majority of emergency medical professionals
said they benefited from access to pre-existing
health information—medication lists, allergies,
medical histories—through electronic exchange.
Medics said the information was especially useful
for patients with frequent emergencies and those
who were unconscious, uncooperative, or otherwise
unable to provide medics with needed information.
• Persell et. al (2011) found that EHRs can use
information on patients' medical histories to
improve quality significantly by reminding providers
of the best methods of care for specific patients.

7. CHANGING TRENDS
Having real-time
solution.
Monitoring results
through Dashboard.
Having portability in
making appointment
Effective and cheap Hands-on access to
your patient
information.
Imagine!

8. Changing World.
Healthcare has already
shifted gear into the digital
world!
…but is that enough?

9. QUESTION
Awesome Customer Experience
What is an awesome customer
experience?

10. AWESOME CUSTOMER EXPERIENCE
Remembering is the first way to show you care.
Providing accurate services promptly is how you keep them satisfied.

11. Awesome Customer Experience
The New Patient Life Cycle

12. 01
Layla makes an appointment with her doctor using the
centralized MedSys.

13. 02
The hospital/doctor confirms the
appointment and Layla’s complete
medical history is retrieved(from a
nationally centralized patient database)
for use as soon as she arrives.

14. 03
Based on her history of allergies,
immunizations and the current diagnosis,
the doctor e-prescribes the relevant
medication.
Layla can also access her current
prescriptions online.

15. 04
The seamlessly integrated MedSys
updates the test results, if any, and sends
notifications to Layla and her doctor.
The system sets a convenient
appointment, which the doctor and
Layla approve.

16. 05
Layla’s mom is a diabetic, blood pressure
and osteoporosis patient, and requires
routine check-up.
Doctors assign her an ioT device to
monitor her health.
The system lets her manage her lifestyle (diet, exercise and medications)
better, and notifies the hospital in case of a rising emergency or check-up.

17. SOLUTION
CloudCX
Awesome Experience Comes Alive With
Connect with Social Feeds
Update with alerts &
messages
Suggest with Location
based marketing
Easy Access with
Omni channels
Reward with Proximity
Alerts for nearby deals
Remember
customer history to
make suggestions

19. NOW
Patient Scenario

20. NOW
Doctor Scenario

21. Benefits (ROI)
• Adoption of such a system would extensively boost the quality of care provided in the Emirates
• It will boost UAE healthcare reputation and attract people for medical tourism as well as
knowledge/skilled workers to reside in the UAE
• It will further attract businesses and investor to the UAE, from the healthcare sector
• Attract top-notch physicians/practitioners providing them avenues of research
• Provide local universities ability to conduct research (ex. usage of a specific diabetes drug and its effects)
• With the continuous migration of expats into and out of the UAE, their medical records can be provided
to them or home country, as a fee based service
• Patients can have access to their medical records and further be empowered (etc, update their bio,
allergy list, etc)

22. Thus in the end its all about your experience

23. Get In Touch With Us
www.ephlux.com
info@ephlux.com