PRIME NEWS POST 

The Indonesian (Jakarta)— Amidst rising demands for healthcare quality, patient experience has become an increasingly critical factor. It goes beyond clinical outcomes, encompassing how patients perceive every interaction throughout their service journey—from the first point of contact to post-treatment care.

However, numerous challenges remain faced by healthcare institutions in Indonesia. Inconsistent service across various touchpoints, lack of empathy in interactions, and the absence of structured patient experience measurement are issues that need immediate attention. The impact extends beyond patient satisfaction, affecting levels of trust, loyalty, and the long-term sustainability of healthcare organizations.

Addressing this need, PXS™ (Patient Experience Specialist)—a global certification developed by CX University USA—has been officially launched in Indonesia through The Bridge Academy, a consulting, training, certification, and research company specializing in Customer Experience.

This program is designed to assist organizations and professionals in the healthcare sector to build structured, measurable, and globally standardized patient experience capabilities. The curriculum covers essential aspects, including the development of patient experience strategies, building a patient-centric culture and accountability, measuring and analyzing patient feedback, managing the Voice of Customer (VoC), and designing ideal patient journeys.

This certification is relevant for various stakeholders within the healthcare ecosystem, including doctors, nurses, hospitals, ambulatory care services, insurance companies, and Business Process Outsourcing (BPO) units supporting healthcare services. With a practical and applicable approach, PXS™ is expected to help organizations transform from merely providing services to delivering consistent, empathetic, and value-added experiences.

Lismaryanti, SKM, MM, CXS, CEO of The Bridge Academy, stated that the introduction of this certification is part of the effort to drive healthcare service transformation in Indonesia.

“As part of our commitment to advancing healthcare transformation in Indonesia, we believe that standardizing patient experience is a vital foundation. We hope this certification will help healthcare industry players deliver more consistent and empathetic services, while strengthening sustainable patient loyalty.”

With the presence of PXS™ in Indonesia, it is expected that national healthcare standards will become more aligned with global best practices. Furthermore, patient experience is anticipated to no longer be viewed as an add-on, but rather as a strategic element in improving service quality, building patient trust, and creating long-term impact for organizations.

#@Reported from various media sources //photo from Google documents // contribution by Prime News Post international online media // news.paper
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