Welcome to this comprehensive section of our website that showcases our vision, details, categories, assessment criteria and nomination form to facilitate online submissions. If you are here – it’s because you have recognised the need for quality Patient Experience in your domain and have implemented tangible efforts on - ground to achieve your objectives. That alone – we believe already makes you a winner! The race here is to evaluate the best and the brightest amongst us – so read on!
The Patient Experience movement is growing within India and around the world. Both hospitals and healthcare providers are realising the significance of the patient feedback which is being used in their own teams to improve care. The Indian market is also witnessing the relevance of Patient Experience efforts and ambitions. However, there are no dearth of challenges as India lags behind in the world averages in key health indicators, health infrastructure and manpower compared to the developed world. Hence organisations who - through their innovative solutions are able to address these challenges, should be recognised and encouraged.
These Awards are constituted for recognising the efforts towards introducing the best Patient Experience practice/s with an aim to felicitate organisations and individuals for their contributions to the industry by innovating increased efficiency, affordability and improved experience of healthcare delivery at large.
The CRM ACADEMY OF ASIA - Terragni - ICC Patient Experience Excellence Awards, 2019
( PEXA2019 Awards ), recognise invaluable service and celebrate what is best about what we do, encouraging others and raising the bar a little higher each year. Fortunately, with the benchmarks these Awards will recognise, everyone will leave with at least one new idea to put into practice back home.
The Awards will select those winners and ambassadors who have displayed a patient-centred approach with a critical role to play in quality improvement. As the quality of Patient Experience also affects patient safety and self - reported outcomes, this work has much wider effects. The move to new care models will show the new opportunities to improve care across boundaries where it has traditionally fallen short.
These Awards are the only recognition for contribution to Patient Experience in the country and are based on innovation and impact.
The CRM Academy of Asia
The ‘CRM Academy of Asia’ ( CRMAA ), is a global not-for-profit organisation formulated for developing a network of CX community professionals and offering audits, guidance, consulting and support in accelerating the ever-growing field of Customer Relationship and Experience Management.
Terragni Consulting
It is India’s premier consulting organisation in the areas of Behaviours, Experience and Neuroscience and works globally with some of the world’s leading and most innovative brands in enhancing their experience, customer, patient and employee engagement.
Indian Chamber of Commerce
The Indian Chamber of Commerce, or ICC as it is popularly known, is the premier body for business and industry in Eastern and North-Eastern India. The membership of the Chamber comprises several of the largest corporate groups in the country, with business operations all over the country and abroad. Set up by a group of pioneering industrialists led by Mr. G D Birla, the Indian Chamber has been closely associated with the Indian Freedom Movement.
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The inaugural PEXA2019 Awards will recognise outstanding accomplishments in Patient Experience in India. The Awards will honour the best performers while serving as a benchmark for excellence and set clear goals for regional PX leaders who currently pursue it. The Awards aim at reflecting the accomplishments of organisations and individuals in multiple categories ranging from care to operational technology, those who put patients at the forefront of their development. The Awards also recognise that hospitals provide an overall outstanding Patient Experience. To be presented at our flagship event - Patient Experience Conclave and Awards 2019, the CRM Academy of Asia, ICC and Terragni Consulting look forward to paying tribute to organisations and inspiring role models that lead the way.
It is our honour and privilege to present our distinguished panel of judges for India's very first edition of the Patient Experience Awards
Welcome to the Nomination Process for PEXA2019 for all team and individual entries. Please note that entries will only be accepted using the online submission form. If you are making multiple entries, please use a separate Official Entry Form for each entry. Please study the Award Categories shared below carefully and decide in which category does your application need to be made. For any information or answers to questions you can also email info@crmasia.org or hemant.bhardwaj@crmasia.org
Please also carefully note deadlines and critical dates for PEXA2019 submissions and more
S.No | Category | Description / Eligibility | No of Awards |
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1. | Patient Experience Team of the Year | This category is to recognise teams who have made a difference to their patients' experience. This may be due to actions they have taken as a team or through implementing or supporting a patient experience initiative. | 1 |
2. | Patient Experience Professional of the Year | This category is to recognise individuals who have made a difference to their patients' experience. This may be due to actions they personally have taken, or to their contribution to their team, or through implementing or supporting a patient experience initiative. | 1 |
3. | Patient Experience Delivery Professional of the Year | This category is to recognise the individual from the caregivers like nursing, attendants and other supporting staff who have made a difference to their patients' experience. This may be due to actions they have taken as an individual through implementing or supporting a patient experience initiative. | 1 |
4. | Patient Experience Leader of the Year | Individual | This category is to recognise the leader who has made a considerable and significant difference to the organisation's patients' experience. This may be due to his actions, empowerment and vision that have taken the patient experience initiative to a next level. His team handling initiatives and capabilities will also be recognised in this category. | 1 |
5. | Patient Experience Leader of the Year | Organisation. •Large Hospitals (> 300 beds) • Medium & Small Hospitals (< 300 and > 100 beds) • Not-for-Profit Hospitals |
This category is for the hospitals / organisations has a PX challenge and crafted the strategy, used the internal and external insights and taken action to address it plus results delivered. The organisations that have demonstrated a significant improvement or change following the insights and designed a PX programmes. Through a process of unpicking the issue, and learning from an adverse experience, the organisation has implemented a change (could be to behaviours, processes, environment or other) that has addressed the issue for the better. Iplementing or supporting a patient experience initiative. | 1 Award for each Category |
6. | Best PX Communication Programme | This category looks at systems and programmes facilitating two way dialogue between patients / families and their caregivers. The importance of effective communication cannot be underestimated and can have a powerful effect on the patient experience. If you have some examples of how you have communicated effectively in a way that has made a difference then why not put forward a submission now? What better way to acknowledge the great work of your team, share your successful practice and gain recognition for the superb initiatives you have implemented? | 1 |
7. | Health Insurance Products and Service Innovation | Recognition of unique health insurance products which addresses the need of the Indian Market. There should be measurable impact thorough the use of innovative technologies / processes in enhancing the distribution channels of the product, as well as creating more awareness and penetration through various marketing efforts. | 1 |
8. | Healthcare Start-Up | Patient Experience Delivery Innovation |
Recognition for the start-up which has developed and implemented an innovation (product / methodology / process / service) and has scaled to create a measurable impact in the Indian healthcare industry. The level of impact should be demonstrated and quantifiable in terms of health outcomes over the past 24 months. | 1 |
9. | Patient Experience Technology Innovation | The most innovative technology, enabling healthcare providers in delivering effective and impactful patient experience. | |
10. | Best Patient Experience in the Care of Underprivileged Patients | This category is for the hospitals / organisations that have delivered the best patient experience to underprivileged patients. Share the case study. | |
11. | Best Organisation for Staff / Employee Engagement for PX | The Staff Engagement / Improving Staff Experience category recognises how creating better staff experiences can bring benefit to all. This category concerns programmes focusing on staff needs – emotional, physical, educational, and spiritual – recognising the critical importance of staff engagement in the delivery of an improved patient experience. Employee engagement is vital for ensuring employees are fully involved and motivated about their work or organisation. Engagement motivators usually include employee satisfaction with the impact for their work, rewards, relationships, values, mission, sustainability and working environment. If you have been involved in improving staff engagement or staff experience then this is the ideal category to enter, as being recognised for making improvements in this area can bring many benefits, not just to the team, but to the organisation as a whole. | 1 |
12. | Innovation for Measuring Patient Experience | Strategic programmes and initiatives focusing on the use of patient experience measurement to drive improvement; Programmes orientated at effectively measuring the patient experience, reporting the outcomes, and ensuring actions to improve are taken as a result. | 1 |
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Ambulance Service | Specialised Clinics | Hospital | Professional Services / Consultancy |
Healthcare Equipment | Foundation Trust | Third Party Administrator (TPA) | Research / Education |
Care Home / Hospice | General Practice | Pharmacy | Technology Organisations |
Community | Government Body / Institute | Physiotherapy | Health Insurance |
Diagnostic Lab | Home Healthcare | Private Healthcare Providers | Health Care Start-Up |
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The Nomination to Award is free Subject to Registration of Minimum three Delegates from your Organization.
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Welcome to the Official Entry Form for the PEXA2019 Awards for all team and individual entries. Please note that entries will only be accepted using the online submission form. If you are making multiple entries, please use a separate Official Entry Form for each entry.
Please read the scoring criteria shared below and then complete your application form – basis the requirements shared.
Scoring Criteria Overall Maximum Word Count Allowed = 2000 words including the summary |
Marks Available |
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SUMMARY Please outline clearly the key elements of the initiative from project conception, execution through to results and why this Entry deserves recognition. |
The following criteria are relevant to all stages of judging: Each criterion requires a compelling, fully evidenced description.
PATIENT EXPERIENCE CHALLENGE Please describe the business / Patient Experience Challenge which you were trying to solve and its impact to the overall business. |
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BUSINESS OBJECTIVES Please describe the business objectives of this initiative, quantify the benefits you were trying to achieve and its impact to the overall business. |
100 | ||
STRATEGY Please describe the actions taken to ensure the success of the strategy and the effectiveness of the solutions developed in addressing the business objectives. |
100 | ||
IMPLEMENTATION Please describe the implementation process highlighting key challenges and achievements within defined project timelines and budgets. |
100 | ||
ACHIEVEMENTS FOR THE CATEGORY Please detail the specific contributions of the initiative on your organisation’s performance including but not limited to, improvements on service delivery, operations and reception by customers. |
100 | ||
OVERALL BUSINESS IMPROVEMENTS & RESULTS Please demonstrate the overall impact on business performance using quantifiable results and include outcomes on how the initiative is achieving targeted business objectives. |
100 | ||
INNOVATION & CREATIVITY Please describe what was done differently with regards to people, process and technology making the initiative outstanding and creative. |
100 | ||
TESTIMONIALS | 100 |
Please describe from the perspective relevant to the category entered i.e. organization, team or individual. For Team / Individual entries the following additional information is also required.
Scoring Criteria Overall Maximum Word Count Allowed = 2000 words including the summary |
Marks Available |
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SUMMARY Please outline clearly the key elements of the initiative from project conception, execution through to results and why this Entry deserves recognition. |
The following criteria are relevant to all stages of judging: Each criterion requires a compelling, fully evidenced description.
ABOUT THE NOMINEE – Please tell us: What inspired the individual / team to become / be involved in Patient Experience? Give us a bit of background to the formation / operation of the team. |
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THE TEAM – Please let us know: Please tell us about the individual / team when they are on assignments / work projects.
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100 | ||
THE LEADER – Please let us know:
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100 | ||
THE PROFESSIONAL – Please let us know:
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100 | ||
THE DELIVERY PROFESSIONAL (only for the persons from Nursing / Front Desk )– Please let us know:
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100 |
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