the pulse on the patient’s care experience

The non-clinical part of a hospital stay is just as important as the clinical side of things. Patients expect excellence on all levels.

Patients trust the


The Pulse CX vision

What determines a positive patient experience at a healthcare facility? A lot has been written on this topic, and in summary, we define a positive patient experience as the result of safe, compliant, competent clinical and non-clinical services.

It’s not all about the medical care a patient receives. The non-clinical care is just as important regarding patient satisfaction.

Every day, non-clinical support team members tirelessly assure nourishment, hygiene, safety and convenience for every patient, visitor and occupant of a health facility. Their care contributes towards the holistic wellness and ‘consumer’ satisfaction of the patient and their accompaniments. 

Often, these services can be compared with hospitality services. But a hospital isn’t a hotel. It’s much more complex.

Healthcare regulations and safety standards are stringent. The budgets are ever-shrinking. The variabilities of patients and facility design are endless.

At Pulse CX, we empower the support team to collaborate with the clinical team and alleviate unnecessary burdens. Using our smart hospital technology, the support team

  • assures compliant operations,
  • practices continuous quality improvement,
  • and provides effective cost rationalisation opportunities.

Smart hospitals deploy technology to deliver better patient experiences, streamline workflows and reduce costs.

Patients trust healthcare to provide safe recovery and experience. Pulse CX vision is to always deliver on that trust.

So how do we enhance the value of non-clinical support teams as caregivers?

An empowered support team

  • improves the patient and resident experience and safety,
  • runs an efficient service,
  • reduces waste,
  • and increases overall satisfaction scores.

Operationally, the underlying objective is to keep a pulse on the health and/or aged care facility’s support operations to manage risk, quality and costs. This can be achieved by orchestrating 3 components of the operation:


Engage best practices and processes

that are tailored to each health/aged care facility’s design, location and desired service levels. These processes are broken into linked operational activities (including audits or patient/resident-serving tasks) that are either scheduled or triggered manually or automatically through integrations with patient/resident-facing apps, clinical systems and sensors.

Augment the team

with user-friendly, digital tools that provide the activities’ information on what has to be done, when it has to be done, where it needs to be done, who are the stakeholders, and most importantly, in case of doubt, accessible and on-demand learning resources to train on how it should be done.

Control compliant and smart operations

with self-audit results, and effective continuous quality improvements backed with data. Quick glance dashboards with the potential to drill down to the last detail of each data point, along with pre-formatted, automated reports provide time-saving, yet comprehensive insights to monitor, measure and manage the operations.

Pulse on non-clinical support services at your facility


All non-clinical support services on a single system

Caregiver empowerment and well-being

Independent and rewarding job with career progress and retention

Cost approach and rationalisation

Reduction in total cost of ownership with efficiencies and scale

Compliance, certification and accreditation

Proactive management with industry defined processes and best practices

Continuous improvement

Effective with data-backed inferences and process innovations

Corrective actions and escalations

Immediate notifications and resolutions with appropriate responses

Contract administration

Transparent collaboration with focus on performance metrics

Continuity assurance

Total risk management for business continuity


Localised to the facility and to the culture and ethos of the institution

Communication and integrations

Instant and accurate clinical triggers for zero delays and increased productivity

Change management

Seamless and consistent with prescription and support

Consumer centric

Engineered backwards by patient requirements

Operationally, there is reduced waste, error and theft with optimal resourcing (and correct positions) designated for activities. Continuous improvement initiatives backed by data ensure effective cost rationalization. Furthermore, reduction in incidents and total compliance reduces the total cost of ownership. 

Create a center of excellence with assured compliance to audits – regulatory or management. With global best practices and processes localized to hospital, the risk of mismanagement reduces. Empowered caregivers with readily available SOPs for the task-at-hand improves results and reduces accidents.

The outcome of improved collaboration between the clinical and the non-clinical teams, is a fantastic patient-first experience. Providing a control to patient with digital applications in the ‘consumer’ friendly non-clinical services enhances their experience at the facility. This shall result in higher patient satisfaction scores, directly correlating to better reviews and payor terms. The team is also able to consider data-backed quality improvement initiatives with no compromise to safety. A paper-less operation would be considered a great sustainability effort.

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Patient-facing food ordering solution or unclean public toilet request or transporter route option or operating equipment and inventory solution – PulseXPro is powerful to provide or integrate with them all connecting to 1 central engine.
Administrative and regulatory reports that are pre-formatted for submission and available on-demand with latest, trusted data. Alongwith, BI tools that displays interactive infographics with drill down for advanced analysis.
Involve all stakeholders and utilise all tools – markups, photographs, videos and documents to conduct a thorough investigation and close a root cause and corrective action process.
Multiple sources of request – clinicians, nursing, patients, fellow support team members – automatic redirection to the most appropriate and available staff to resolve the query and collect task completion details for future service improvements.
Conduct comprehensive audits or spot-checks – scheduled or dynamic, pre-configured with exact details.
Users linked to position dependant system for flexibility and interchangeability of resources in high-attrition industry.
Scheduled or automatically triggered activities that are derived from approved and compliant processes of the health facility.
On the job training with task-linked and on-demand learning resources.