I · IMPROVE
Are patients facing delays, service gaps or inconsistent care that quietly send them elsewhere?
Patient Experience and Service Improvement
Improve how care is delivered and experienced, from registration to discharge: the patient journey, service processes, communication and the services you offer.
Best for: Operating hospitals, clinics, diagnostic centres and pharmacies facing complaints, long waits, poor reviews, falling footfall or inconsistent service quality.
PATIENT JOURNEY
WAITING TIMES
SERVICE GAPS
FEEDBACK
Long waits and crowded OPDs
Patients wait too long to register, see a doctor, get tests or pay.
Patient experience is more than a friendly front desk.
Patients judge a facility by the whole journey: how long they wait, how clearly they are informed and how their concerns are handled. Tarushi helps you see the journey as patients do and fix what matters most.
Complaints and poor reviews
Online ratings are slipping and the same complaints keep coming back.
Patients not returning
Patients go elsewhere for follow-ups, tests or procedures you already offer.
We look at the whole patient journey.
A patient's experience is shaped at every stage, from the first call to the follow-up. Tarushi looks across each stage so that fixing one part does not create delays in another.
PATIENT JOURNEY
Appointment, registration, consultation, diagnostics, admission, discharge and billing.
WAITING TIMES & FLOW
Queues, scheduling, bottlenecks and handoffs between departments.
SERVICE DELIVERY
Consistency and turnaround of patient-facing services, such as report delivery, discharge summaries and nursing response.
COMMUNICATION
Signage, counselling, cost estimates, discharge instructions and follow-up reminders.
FEEDBACK & COMPLAINTS
How feedback is collected, escalated, resolved and learned from.
SERVICE GAPS
Services patients ask for that you do not offer, or offer poorly.
FACILITY & AMBIENCE
Waiting areas, cleanliness, comfort, accessibility and wayfinding.
From the patient's view to lasting improvement
01
Walk the patient journey
Observe each stage in person, at different times and days.
OUTPUT: Patient Journey Assessment
04
Identify service gaps
Compare what patients need with what you offer and what nearby facilities offer.
OUTPUT: Service Gap Review
From walking the patient journey to tracking results, each stage produces a defined output.
02
Listen to patients and staff
Short interviews and surveys with patients, front-desk staff, nurses and doctors.
OUTPUT: Patient Journey Assessment
05
Prioritise improvements
Rank changes by patient impact, cost and effort, with owners and dates.
OUTPUT: Improvement Roadmap
03
Measure waits and bottlenecks
Time key stages and identify where delays and complaints concentrate.
OUTPUT: Patient Journey Assessment
06
Set up feedback and track progress
Put a working feedback and complaints system in place and review results at agreed points.
OUTPUT: Patient Feedback System Setup
What you receive
Patient Journey Assessment
Show where the patient experience breaks down.
The work is structured around defined outputs that help you make decisions, coordinate specialists and move the project forward.
Service Gap Review
Identify services patients need but do not get.
Improvement Roadmap
Prioritise and schedule improvements.
How the patient experience differs by facility type
HOSPITALS
OPD, admission, discharge and billing journeys, plus ward experience.
CLINICS
Appointments, waiting, consultation time and follow-up.
DIAGNOSTIC CENTRES
Sample collection, scan scheduling, report turnaround and report delivery.
PHARMACIES
Queue time, stock availability, counselling and home delivery.
Patient experience often depends on the operations behind it.
Our role
Tarushi recommends and supports changes to processes, communication and patient experience. Clinical decisions remain with clinicians, and building works with contractors.