EPIC - synergy of innovation and patient experience in aesthetic medicine

Dubrovnik, October 12th, 2019 Ognjen Bagatin, MBA

• CEO, Poliklinika Bagatin

• Consultant for 20+ clinics in Croatia and Europe(Czech, Poland, Estonia, Bulgaria…)

• Member: Medical Tourism Council at Croatian Chamber of Economy, Executive Board for Health at Croatian Employers’ Association, Executive Board - Zagreb Health Tourism Cluster, American Chamber of Commerce in Croatia – AmCham, Executive Board for Croatian Diaspora Congress

• Owner of Entrepreneur magazine in Croatia

Ognjen Bagatin, MBA

• Increase patient satisfaction

• Increase patient engagement

• Positive health outcomes

• Building trust between patients and medical providers

• Increase reputation

• Increase revenues

Why patient experience?

1. Approach to patients

2. Communication

3. Hospitality

4. Bedside manners

21st Century Skills

The journey of 1000 miles begins with… But how exactly?

Former Dean of Stanford School of Medicine

• Lack of time

• More patients in less time

• Technology

• Bad role-models and mentors

• A need to rehumanize medicine and „bedside manners”

Dr. Philip A. Pizzo

Patients first – HSS Hospital - Sydney

• Patients first…

Cleveland Clinic

Cleveland Clinic Chief Experience Officer

• „Expanding the dialogue”

• To improve and optimize patients’ experience

• „ Physician experience is important too .”

• „ Better communication, better cooperation, better design.”

Dr. Adreinne Boissy

• Dr. Sc. Tomislav Mihaljević

• 66.000 caregivers

• Service 2,5 million patients

Plan for 2024. – to service 5 million patients

Cleveland Clinic CEO

EPIC 2020. in Dubrovnik, Croatia

Appreciate your patients

• Don’t treat them like revenue stream or expense category

• CEO is not the one who pays salaries

NO

• Your patients are your bosses• Respect them, cherish them,

and understand them• Build the dialogue, shape

their experience together

YES

VS

• Patients First…

Cleveland Clinic

• “We have always done it in this way.”

• Challenging the status quo

• IBM Watson - new and disruptive AI solutions to medical imaging, laboratory and ophthalmologic diagnosis and treatment

• Amazon - breaking new ground in the distribution and delivery of supplies, pharmaceuticals and the full value-chain in healthcare

• European Institute for Innovation & Technology – EIT Health

• Personalization of treatments (through genomic science)

Why innovation in healthcare?

• Use of technology

• Increase patients’ security

• Increase effectiveness and efficiency

• Increase the quality of the patients’ medical outcomes

• Increase reputation and the bottom line

• Prepare for the future

Why innovation in healthcare?

EPIC 2020. in Dubrovnik, Croatia

EPIC – European Patient experience & Innovation Congress

Organizational committee

Speakers / invited

Tomislav Mihaljevic – CEO, Cleveland Clinic Paul Roma – General Manager, IBM Watson Health Eric Topol – Best-selling author, scientist, futurist Peter Singer – Special Advisor, WHOBertalan Mesko – Director of The Medical Futurist Institute David Feinberg – General Manager, Google Health Thomas Lee – CMO, Press GaineyDr. Brian Donley – CEO of CC London Cleveland Clinic

Dr. Mario Skugor Lori Kondas – leader of our Office of Patient Experience in CCJoe Sweet – Director of International Operations inCCDr. Thomasz Rogula – Jageillonian UniversityStephen Bender – Disney InstituteDaniel C. Shaw – Head of Global Clinic Rating (GCR) Irving Stackpole – International consultant in health care Ritz Carlton – speakers TBA Amazon – speakers TBAHygeia Group, Greece – speakers TBA Helios, Germany – speakers TBA

Looking forward to seeing you on EPIC.

ognjen.bagatin@bagatin.hr

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