{"id":241633,"date":"2025-10-30T13:42:00","date_gmt":"2025-10-30T13:42:00","guid":{"rendered":"https:\/\/bm.dev.synology.me\/?p=241633"},"modified":"2025-10-30T13:42:00","modified_gmt":"2025-10-30T13:42:00","slug":"customer-experience-pxcellence","status":"publish","type":"post","link":"https:\/\/bm.dev.synology.me\/?p=241633","title":{"rendered":"Customer Experience: PXcellence"},"content":{"rendered":"

\nCompanie: Customer Experience<\/strong><\/span><\/span><\/p>\n

\nPXcellence (Patient Experience Excellence) este primul program integrat din Sud-Estul Europei care sus\u0163ine clinicile \u015fi spitalele, laboratoarele de analize \u015fi farmaciile s\u0103 transforme experien\u0163a pacientului \u00eentr-un activ strategic \u015fi \u00eentr-un indicator de performan\u0163\u0103 m\u0103surabil. Dezvoltat \u00eentr-un moment \u00een care nivelul de satisfac\u0163ie al pacien\u0163ilor a sc\u0103zut semnificativ dup\u0103 pandemie, programul propune o metodologie unic\u0103, instrumente dedicate \u015fi o abordare holistic\u0103 \u2013 de la strategie la opera\u0163ional \u2013 menite s\u0103 s\u0103 ridice standardele de calitate a serviciilor \u015fi interac\u0163iunea cu pacien\u0163ii \u015fi familiile acestora, respectiv s\u0103 \u00eembine experien\u0163a uman\u0103 empatic\u0103 cu interac\u0163iunea digital\u0103 eficient\u0103.<\/strong><\/p>\n

\n <\/p>\n

\nDescrierea inova\u0163iei:<\/ins><\/strong><\/p>\n

\nProgramul a fost lansat anul acesta, iar Gabriela Ciupitu, fondator CX Rom\u00e2nia \u015fi lider \u00een domeniul Customer Experience (CX), poveste\u015fte c\u0103 este o investi\u0163ie proprie de know-how, consolidat prin profesioni\u015fti specializa\u0163i \u00een Experien\u0163a pacien\u0163ilor \u015fi clien\u0163ilor, programe de dezvoltare a personalului medical \u015fi non-medical, workshop-uri \u015fi cursuri customizate pe nevoile fiec\u0103rei organiza\u0163ii, precum \u015fi dezvoltarea unor instrumente digitale dedicate (PX Assessment, Patient Journey Mapping Toolkit, Voice of the Patient system), care sus\u0163in implementarea \u015fi evaluarea.<\/p>\n

\nProgramul este ini\u0163iat de Gabriela Ciupitu, fondatoare Customer Experience Rom\u00e2nia \u015fi lider recunoscut la nivel global \u00een CX, \u00eempreun\u0103 cu Ana Maria Andreescu \u015fi Angela C\u0103lianu, certificate \u00een Customer Centricity \u015fi specialiste \u00een strategie, cultur\u0103 organiza\u0163ional\u0103 \u015fi leadership, cu peste un deceniu de experien\u0163\u0103 \u00een sectorul medical \u015fi pharma.<\/p>\n

\n\u201ePacien\u0163ii devin tot mai informa\u0163i \u015fi implica\u0163i, ceea ce oblig\u0103 organiza\u0163iile medicale s\u0103 \u00ee\u015fi reg\u00e2ndeasc\u0103 modelul opera\u0163ional provoc\u00e2ndu-le totodat\u0103 s\u0103 integreze tehnologii noi, inclusiv AI, pentru a r\u0103spunde a\u015ftept\u0103rilor pacien\u0163ilor. PXcellence a fost creat pentru a r\u0103spunde acestor noi realit\u0103\u0163i printr-un cadru de transformare cultural\u0103 \u015fi opera\u0163ional\u0103 centrat pe pacient\u201d, declar\u0103 Gabriela Ciupitu.<\/p>\n

\nProgramul se adreseaz\u0103 spitalelor, clinicilor, laboratoarelor medicale \u015fi re\u0163elelor de farmacii care urm\u0103resc s\u0103 \u00ee\u015fi consolideze competitivitatea prin \u00eembun\u0103t\u0103\u0163irea experien\u0163ei pacientului. Segmentul a fost definit pornind de la presiunea concuren\u0163ial\u0103 crescut\u0103 \u015fi de la nevoia acestor organiza\u0163ii de a-\u015fi fideliza pacien\u0163ii, a reduce fluctua\u0163ia de personal \u015fi a-\u015fi consolida reputa\u0163ia, identific\u00e2nd astfel elementul care s\u0103 le diferen\u0163ieze \u00een pia\u0163a serviciilor medicale.<\/p>\n

\nElementul de noutate<\/ins><\/strong><\/p>\n

\nConform Gabrielei Ciupitu, este primul program integrat de excelen\u0163\u0103 \u00een experien\u0163a pacientului din Sud Estul Europei \u015fi conecteaz\u0103 experien\u0163a pacientului cu experien\u0163a angajatului \u015fi indicatori financiari prin instrumente proprii (PX ROI Calculator).<\/p>\n

\nAbordeaz\u0103 simultan nivelurile strategic, tactic \u015fi opera\u0163ional, implic\u00e2nd managementul, echipele medicale \u015fi personalul de front office. Cursurile pentru personalul medical au menirea de a cre\u015fte empatia \u00een comunicare \u015fi, implicit, aderen\u0163a la tratamentul pacientului. Designul proceselor interne \u015fi al celor din interac\u0163iunea cu pacien\u0163ii \u015fi familiile acestora fac parte din journey-ul medical \u015fi sunt construite pentru a eficientiza interac\u0163iunea, astfel \u00eenc\u00e2t energia acestora s\u0103 r\u0103m\u00e2n\u0103 \u00een zona vindec\u0103rii. Interac\u0163iunea din recep\u0163ie \u015fi call center este extrem de relevant\u0103, iar r\u0103spunsul la pl\u00e2ngeri determin\u0103 reten\u0163ia pacien\u0163ilor \u015fi continuarea tratamentului \u00eentr-o clinic\u0103. Toate acestea sunt elemente din Experien\u0163a Pacien\u0163ilor care contribuie at\u00e2t la s\u0103n\u0103tatea acestora, c\u00e2t \u015fi la loialitatea fa\u0163\u0103 de o entitate medical\u0103, implicit la veniturile \u015fi reputa\u0163ia acesteia.<\/p>\n

\nProgramul introduce metodologii aplicate deja cu succes \u00een industrii mature (banking, retail, telecom) \u015fi le adapteaz\u0103 specificului medical, mut\u00e2nd accentul de la servicii standardizate la o cultur\u0103 organiza\u0163ional\u0103 centrat\u0103 pe pacient, menit\u0103 s\u0103 \u00eei ofere acestuia din urm\u0103 o experien\u0163\u0103 personalizat\u0103, explic\u0103 Gabriela Ciupitu. \u201eMetodologiile de Customer Experience, care au \u00een vedere at\u00e2t eficientizarea proceselor, c\u00e2t \u015fi dezvoltarea unei mentalit\u0103\u0163i centrate pe client\/pacient, sunt certificate interna\u0163ional \u015fi deja testate pe companii din domeniile medical \u015fi farmaceutic, aduc\u00e2nd rezultate deosebite pentru loializarea \u015fi cre\u015fterea num\u0103rului de pacien\u0163i, reducerea reclama\u0163iilor \u015fi a apelurilor \u00een contact center, \u00eembun\u0103t\u0103\u0163irea satisfac\u0163iei pacien\u0163ilor \u015fi, nu \u00een ultimul r\u00e2nd, a reten\u0163iei angaja\u0163ilor, conform Studiului de Maturitate CX realizat \u00een 2023 \u015fi 2024.\u201d<\/p>\n

\nEfecte \u015fi impact<\/ins><\/strong><\/p>\n

\nPentru organizatii: Cre\u015fterea loialit\u0103\u0163ii \u015fi a num\u0103rului recomand\u0103rilor pacien\u0163ilor, consolid\u00e2nd pozi\u0163ia pe pia\u0163\u0103 ca brand medical de referin\u0163\u0103; Reducerea costurilor prin sc\u0103derea fluctua\u0163iei de personal \u015fi a num\u0103rului de pl\u00e2ngeri sau reclama\u0163ii, datorit\u0103 cre\u015fterii satisfac\u0163iei \u015fi implic\u0103rii angaja\u0163ilor.<\/p>\n

\nPentru pacien\u0163i: Cre\u015fterea gradului de satisfac\u0163ie, sc\u0103derea num\u0103rului de reclama\u0163ii \u015fi evenimente adverse, precum \u015fi \u00eembun\u0103t\u0103\u0163irea comunic\u0103rii cu personalul medical.<\/p>\n

\n\u201eFiind o inova\u0163ie lansat\u0103 recent, rezultatele se m\u0103soar\u0103 \u00een interesul ridicat al organiza\u0163iilor medicale care \u00ee\u015fi doresc un cadru structurat de transformare \u015fi \u00een recunoa\u015fterea interna\u0163ional\u0103 a expertizei echipei de fondatori\u201d, spune Gabriela Ciupitu.<\/p>\n

\nEa poveste\u015fte c\u0103 \u00een proiectele desf\u0103\u015furate anterior de c\u0103tre Customer Experience Romania au existat rezultate concrete. De pild\u0103, \u00een cazul unei clinici medicale na\u0163ionale din Rom\u00e2nia a eficientizat timpul de r\u0103spuns la reclama\u0163ii \u015fi rambursare de la 15 zile la 3 zile. \u00cen cazul unei clinici dentare de nivel na\u0163ional din Rom\u00e2nia a realizat patient persona \u015fi journey-ul pentru a oferi o experien\u0163\u0103 consistent\u0103 \u015fi personalizat\u0103. \u00cen cazul unei clinici dentare mici a armonizat comunicarea \u00een echipa de asistente medicale \u00een urma trainingurilor \u015fi coachingului oferit. \u00cen situa\u0163ia unei re\u0163ele de farmacii na\u0163ional\u0103 a realizat Strategia PX, a implementat un sistem de Vocea Pacien\u0163ilor, a realizat journey-urile noilor angaja\u0163i \u015fi a instruit to\u0163i angaja\u0163ii \u00een Experien\u0163a Pacien\u0163ilor. Rezultatele se traduc \u00eentr-un nivel de satisfac\u0163ie al clien\u0163ilor mult mai bun\u0103, reten\u0163ie mai mare a angaja\u0163ilor, procesele interne sunt mult mai eficiente datorit\u0103 digitaliz\u0103rii \u015fi \u00eembun\u0103t\u0103\u0163irii comunic\u0103rii interne. Anul acesta, re\u0163eaua de farmacii este finalist\u0103 la concursul interna\u0163ional CX Awards.<\/p>\n

\nLansarea este primit\u0103 ca un pas important \u00een profesionalizarea experien\u0163ei pacientului \u015fi confirm\u0103 rolul Gabrielei Ciupitu ca inovator \u015fi lider de opinie \u00een CX, aduc\u00e2nd \u00een s\u0103n\u0103tate un standard deja validat \u00een alte industrii.<\/p>\n

\n\u201eAtunci c\u00e2nd ideea dezvolt\u0103rii a \u00eenceput s\u0103 fie pus\u0103 \u00een practic\u0103, totul a pornit de la un mindmap \u00een care pacientul este \u00een centru. Exact a\u015fa sunt construite serviciile PXcellence \u015fi programele de dezvoltare, cu pacientul \u00een centrul strategiei. De\u015fi a fost lansat cu c\u00e2teva s\u0103pt\u0103m\u00e2ni \u00een urm\u0103, programul PXcellence a fost bine primit \u015fi apreciat at\u00e2t de entit\u0103\u0163i medicale din Rom\u00e2nia, c\u00e2t \u015fi din str\u0103in\u0103tate\u201d, conchide Gabriela Ciupitu.<\/p>\n

\n

\nCifr\u0103 de afaceri (2024): 775.000 lei<\/strong><\/span><\/span><\/p>\n

\nProfit (2024): 275.000 lei<\/strong><\/span><\/span><\/p>\n

\nNr. angaja\u0163i: 1<\/strong><\/span><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Companie: Customer Experience PXcellence (Patient Experience Excellence) este primul program integrat din Sud-Estul Europei care sus\u0163ine clinicile \u015fi spitalele, laboratoarele de analize \u015fi farmaciile s\u0103 transforme experien\u0163a pacientului \u00eentr-un activ strategic \u015fi \u00eentr-un indicator de performan\u0163\u0103 m\u0103surabil. Dezvoltat \u00eentr-un moment \u00een care nivelul de satisfac\u0163ie al pacien\u0163ilor a sc\u0103zut semnificativ dup\u0103 pandemie, programul propune o […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[511,571],"tags":[61606,61669,61667,7824,60964,57632,61670,408,61668,53744],"class_list":["post-241633","post","type-post","status-publish","format-standard","hentry","category-afaceri","category-business-hi-tech","tag-cele-mai-inovatoare-companii-din-romania-2025","tag-clinicile","tag-customer-experience","tag-farmacii","tag-gabriela-ciupitu","tag-inovatie-de-marketing","tag-laboratoarele-de-analize","tag-pacienti","tag-pxcellence","tag-spitalele"],"_links":{"self":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/241633","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=241633"}],"version-history":[{"count":0,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/241633\/revisions"}],"wp:attachment":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=241633"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=241633"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=241633"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}