Achieving Patient delight with Quality - Dr V.P Thomas at Knowledge Series Seminar, Pune
A NABH Accredited Hospital Dr L H Hiranandani Hospital “Your family hospital TM”“ To be the preferred choice for healing and good health”
A NABH Accredited HospitalAchieving Patient Delight With Quality Dr (Col) V M P Thomas Associate Vice President Operations & Projects Dr L H Hiranandani Hospital
A NABH Accredited Hospital Structure of Presentation Introduction Quality at every level Our experience Conclusion
A NABH Accredited Hospital Introduction – Genesis Dr LH Hiranandani Hospital Powai Conceived in the honor of Padmabhushan Dr L H Hiranandani Arguably the fastest hospital project in India Broke ground in Nov 2002 Commissioned 22 Feb, 2004 Expansion work begins 28 Nov 2008 Completion – March 2011 Hiranandani Hospital Thane 25 July, 2004 Hiranandani Multispecialty Hospital Thane Foundation stone – 17 Sep 2011
A NABH Accredited Hospital Introduction – Focus and strategy The Trustees were desirous that the hospital emulate global standards in healthcare, empathize with patients and attend to all who applied for assistance The hospital’s focus thus encompassed Hiranandani Gardens township initially The country and then the International scene Public charitable trust hospital Thus strategically the hospital while being a Trust hospital was to strive to render the best health care This being in line with the below stated mission
A NABH Accredited Hospital Introduction – Mission Statement“To be the preferred choice for healing and good health”
A NABH Accredited Hospital Introduction – Quality Policy “We are committed to rendering the bestavailable medical treatment to our patients.Therapy will be evidence based and willemulate global standards in every sphere.We will strive to improve the quality of careat every given time, thus ensuring patientsatisfaction”
A NABH Accredited Hospital Introduction – Values Respect and Dignity – Compassion and caring for the whole person – body and soul Continuous Improvement – In every sphere and emulate global standards Teamwork – Many hands, many minds, with a single purpose Service – Enhancing community health by delivering superior value in high quality cost effective healthcare Pride – In ourselves, our hospital and our work
A NABH Accredited Hospital Introduction – Quality There are many definitions of quality and possibly text books written about how one defines quality There is one simple definition – Quality is the result when a task is performed with the greatest care In healthcare the watch word is ‘CARE’. Care thus will translate into quality and that results in the happiness quotient - DELIGHT
A NABH Accredited Hospital IntroductionPatients do not care how much you know They want to know how much you care
A NABH Accredited Hospital Quality at every level Every time a patient or family members interact with a staff member, the patient has an opportunity to rate us as Delighted, Satisfied or Dissatisfied These are our “Moments of Truth” We try to control these experiences by assuring that all interactions are handled respectfully and to the best of our ability
A NABH Accredited Hospital Quality at every levelGreeting at the door by the security person
A NABH Accredited Hospital Quality at every levelCleanliness of the lobbies and elevators
A NABH Accredited Hospital Quality at every level Clarity of Interaction withdirections to the information desk room of the patient
A NABH Accredited HospitalQuality at every level
A NABH Accredited Hospital Quality at every level Nurses Backbone of healthcare delivery Highest quality of care & motivation Overseas training and external audit Soft skills, communication & grooming Leadership & managerial skills Cadre review Altered pay structure
A NABH Accredited Hospital Quality at every level Doctors Judicious blend of full time & part time Incentives to get the best out of them Full time doctors taken as partners Revenue share does not limit the capacity to earn Support to part timers by CME & awareness programmes
A NABH Accredited HospitalQuality at every level
A NABH Accredited HospitalQuality at every level
A NABH Accredited Hospital Quality at every level Senior leadership has created an environment of Constant focus on performance improvement Team work Innovation Work force safety Fiscal performance Process to identify errors and address them
A NABH Accredited Hospital Quality at every level Strategic planning process has human resource development as an integral part of the plan Hospital staffing Adequate for current hospital operations Regular salary review Salaries are marked to market Good selection process to ensure the correct fit of the individual into the organisation
A NABH Accredited Hospital Quality at every level Organisation nurtures a culture of motivating employees to perform well as a team and as individuals Constant training & retraining at all levels Best employee every month Best department Employee satisfaction survey is carried out annually with trends indicating decreasing dissatisfaction levels and attrition since inception Considerable multitasking – individuals capable of taking on each others responsibility at various levels
A NABH Accredited Hospital Quality at every level ISO 9001:2000 / 9001:2008 QMS certification, NABH & NABL Except for the ISO 9001:2001 – without external consultants System based approach Perfect documentation 1800 documents with 26000 pages created Environment which fosters and requires Legal Ethical behaviour Ethics committee evaluates ethical issues
A NABH Accredited HospitalOur Experience - 2008
A NABH Accredited HospitalOur Experience - 2009
A NABH Accredited HospitalOur Experience - 2010
A NABH Accredited Hospital Our Experience Patient feedback Performa clearly indicates shortcomings Collected and analyzed for both IPD and OPD Regular feed back from doctors in meetings Ability to review complaints quickly and resolve them effectively and promptly by Complaint aggregation Root cause analysis Immediate implementation Complaints are reviewed by the apex management group
A NABH Accredited Hospital Conclusion – Best Practices Review and share the monthly comment reports. Its the fastest way to know whats working and whats not working for your patients. And you can quickly recognize individuals or teams who were complimented. Communicate about Service Excellence widely and often. You can make service an agenda item in staff meetings, put service information on bulletin boards. Be creative and have fun with it. Prepare scripts for patient processes and encounters. You can select a common, routine patient process and create a service map (i.e. what happens when and who does it). Walk in the patients shoes and look ways to help the patient understand and manage the process better.
A NABH Accredited Hospital Conclusion – Best Practices Consider adding the following phrases to your patient communication: Please May I Thank you Explain the rituals to patients. You know whats going to happen and why, but most patients dont. One of the biggest complaints of patients is that they arent kept well informed. Keep track of patient likes and dislikes. Some patients (i.e. patients receiving radiation therapy or rehabilitation) have multiple recurring visits. They appreciate that you remember a favorite drink or snack. Remember that service recovery is everyones responsibility. If a patient complains to you, you own the complaint. And you need to be provided with the resources and skills needed to fulfill this responsibility.
A NABH Accredited Hospital Conclusion – Best Practices Evaluate service issues from both a systems as well as a people perspective. If the system doesnt work, think of ways to change the system to be more patient-friendly. But never underestimate the power of a smile and a kind word. Identify and manage the "high leverage" processes like call light response time, pain management, admissions and discharge. These are the processes that are likely to raise patient anxiety. Anticipate this and address their need for explanation and reassurance. Increase "face time" with patients whenever possible. If possible, sit with patients while you do your documentation. They will perceive that youve spent more time with them. “Wish" people in the hallways. When patients see staff smiling and greeting others, the environment seems less cold and more friendly.
A NABH Accredited Hospital Conclusion – Best Practices Identify high risk patients (either from a clinical standpoint or a service standpoint) and do a call back just to see how theyre doing. Keeping the place clean is everyones job. Be a "Secret Shopper." Examine processes and first impressions through the eyes of the customer. A great way to check phone etiquette is to call your own department. Or walk onto a unit and imagine what the patient sees, hears, feels. Create a "service disaster plan." Identify the worst possible service scenario for patients and what you might do about it. Then youre prepared (rather than panicked) in case it really happens.
A NABH Accredited Hospital Conclusion – Best Practices Manage noise. You may impact the noise level on your unit by turning the lights down. Or implement a "quiet hour." Clearly establish the difference between "red rules" and "green rules." "Red rules" are rules that you never break, no matter what. Rules around smoking and propping doors are examples of "red rules." "Green rules" are rules that you can bend, depending on the circumstances. Sometimes you need to bend the rules a little to satisfy a patient. Remember the "Grandmother Rule" - Do what you say youre going to do, when you say youll do it and do it right the first time.
A NABH Accredited Hospital Conclusion – Best Practices Overestimate time frames. Then try to exceed their expectations. Remember the "Iron Law of Customer Service" - Respond to customer complaints within 24-48 hours. That doesnt mean you have to solve the problem - if you can, great. But you need to acknowledge the problem and let them know when you can get back to them. Implement a "no negativity day" on your unit. The impact of that may surprise you.
A NABH Accredited Hospital Conclusion The adopted best practices are not only adding to Customer Delight but are propelling the hospital towards its cherished mission“To be the preferred choice for healing and good health”
A NABH Accredited Hospital Conclusion By applying for and receiving the National Accreditation for Hospital and Healthcare Providers (NABH) and being the first hospital in Mumbai to do so, Dr L H Hiranandani Hospital has demonstrated a commitment to quality health care. Quality health care is crucial to our peoples welfare and it is important to have organizations that are willing to measure themselves against national standards Dr Sujit Chatterjee MD Chief Executive