CEMPIA: Patient Experience as the Differentiator

The healthcare industry is witnessing a watershed moment as patient experience (PX) takes center stage in healthcare management. More care providers and industry participants today realize that patients have abundant choices and access to rich information. In such a scenario, delivering the right experience is crucial not only to improve patient care but also to win loyalty and more revenue. To measure patient experience at every touch point in the hospital, all a care provider needs is CEMPIA—Customer Experience Management Platform for Insights and Actions. True to the letter, CEMPIA is a multi-channel and multi-lingual PX management platform that brings end-to-end visibility into the patient experience at every stage of care delivery in real time.

As an advanced analytics, machine learning, and artificial intelligence (AI) platform powered by visualization and plug and play capabilities, CEMPIA emerges as the trusted partner to not only treat patients but delight them. CEMPIA captures patients’ feedback, suggestions, and complaints through a series of applications, and enables care providers to address any dissatisfaction instantly. It collects patient data from the hospitals’ existing systems and captures customer intelligence data beyond the hospital walls by integrating data from different social media platforms like Twitter, Facebook, and Google analytics. The platform analyses holistic data using machine learning and AI and brings insights in an intuitive graphical format for easy understanding. With actionable insights delivered in time to the care teams on their mobile devices and desktops, a healthy life becomes the only possible outcome for patients.

CEMPIA provides daily, weekly and monthly automatic performance report to the hospital management and keeps them notified on service enhancements.

“With our flexible and customizable platform, healthcare leaders can explore a new world of PX management apart from experiencing a truly digital transformation,” states Anupam Chatterjee, Founder, and CEO of CEMPIA. By implementing CEMPIA, hospitals have gained increased net promoter score (NPS), reduced complaints, drastically brought down the turnaround time, and have relished enhanced service excellence.
As an end-to-end PX management platform, CEMPIA guides clients in developing a solution strategy, implementation roadmap, and process redesign. It follows a phase-wise implementation wherein a focused group of CEMPIA interviews client’s teams, conducts an analysis of their existing PX components, and prepares a report for solution design. The CEMPIA team then readies a detailed scope of the project and an implementation plan. Typically, the implementation takes 2-4 months depending on the size and the scope of a hospital. CEMPIA has also partnered with leading management consultancy companies to streamline the change management process for its clients.

Besides, CEMPIA’s in-built loyalty management module helps the hospital authorities to discover the loopholes and develop strategies to fill those gaps. The new strategies simply resonate with patients’ evolving needs. The company is already catering to dozens of hospitals, including the tier1 healthcare institutions, helping them transform PX management, and build profitable brands.

Apart from certifications by leading hospitals across countries in South East Asia, ASEAN and the Middle East, CEMPIA is honored with recognitions from GEM Project and Dex Innovation Centre (DEXIC). The company has also won the 2017 HealthTech Challenge sponsored by the Embassy of Switzerland in the Philippines.

CEMPIA looks forward to adding new features to the existing platform. The company has solved over 100,000 patient complaints and grown 20 times in the last four years. CEMPIA continues to bring a sea change in PX across geographies. “We constantly upgrade our modern platform with latest technologies with an urge to stay ahead of the curve in PX,” concludes Chatterjee.