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    • 1. LCIF SIGHTFIRST SightFirst History HISTORY AND BACKGROUND AIMS AND OBJECTIVES ACHIEVEMENTS FUTURE TRENDS AND DIRECTIONS Meeting the Challenges at Lion Eye Hospital Level 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 1
    • 2. WHAT WAS THE IMPETUS FOR LIONS BECOMING INVOLVED IN SIGHTRELATED WORK? 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 2
    • 3. Helen Keller’s speech Occasion: 1925 Lions International Convention Venue: Cedar Point, Ohio, USA. Date: June 30, 1925 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 3
    • 4. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 4
    • 5. What Helen Keller said: • “Will you not help me hasten the day when there will be no preventable blindness; no little deaf, blind child untaught; no blind man or woman unaided? • It is the caring that we want more than the money. The gift without the sympathy and interest of the giver is empty. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 5
    • 6. Helen Keller’s appeal to the Lions. “I appeal to you Lions , you who have your sight, your hearing, you who are strong and kind, Will you not constitute yourselves KNIGHTS of the BLIND, in this crusade against darkness? 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 6
    • 7. Throughout its History • Lions have had an enduring interest in prevention of blindness and its alleviation. • Projects include Cataract Surgical Camps, Cataract Free zones, Distribution of used spectacles, Eye Banks, Training projects, Low Vision care, Lions Eye Clinics and Hospitals, Academic Chairs in Ophthalmology, Eye health education, Rehabilitation, etc. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 7
    • 8. The importance of our EYES Perhaps the most important of our five senses. Sight Loss of Sight is the most feared event. Hearing Touch Smell Taste 10/30/13 LIONS SF Conclave.Kolkata Oct. 8 2013
    • 9. The role of Sight  Development and growth  Education and Learning  Mobility  Doing Tasks  Employment  Recreation  Quality of Life 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 9
    • 10. BUT we take our sight for granted  No one appreciates Sight more than one who has had good sight and lost it.  No one cherishes Sight more than one who has lost it and regained it 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 10
    • 11. Lions “Seminar for Sight” in Singapore 1988 International President: Lion Austin Jennings The Seminar made the delegates aware of the - magnitude of the problem of global blindness, - the feasibility and cost effectiveness of intervention - the great potential for Lions everywhere to participate and help those who were blind or in imminent danger of going blind. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 11
    • 12. LCIF decided to launch SightFirst "Lions Conquering Blindness” • The first step was to mobilize resources through a SightFirst Campaign. • Chair: Past International President Judge Brian Stevenson. • Lions worldwide responded with their hearts and their purses. • Over US$140 million was raised 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 12
    • 13. Setting up of a Structure • Global Level  SightFirst Advisory (Review) Committee  WHO as Technical advisors to SF  SightFirst Department in Oakbrook • Country level  Lionistic SightFirst Committees  Technical Advisors for different regions 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 13
    • 14. Projects launched under SightFirst • • • • • • Cataract Surgeries- camps, cataract free zone Training Institutions and training New Eye Hospitals and upgradations Eye Health Education - Diabetes, Glaucoma Onchocerciasis and Trachoma Control Childhood Blindness • EVALUATIONS CARRIED OUT • Findings resulted in the need for re-thinking priorities and new needs. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 14
    • 15. SightFirst Mission Statement • “The Lions Clubs International Foundation SightFirst program, funds the efforts of Lions, Non Governmental Organizations, government agencies, and others to fight the major causes of preventable and reversible blindness through the support of eye health care delivery systems, training and infrastructure development.” • Wherever possible the local LIONS should be involved. It is in their Benefit to do so. • Visibility that this was a LIONS project was important 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 15
    • 16. "From LIONS Conquering blindness" Partnerships and Collaborations were encouraged and developed  Enhanced Partnerships for improving impact of SF.  Reinforce existing and forge new partnerships as stated in mission statement.  Seek joint project development where it is not inimical to Lions SF 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 16
    • 17. New developments "Top-Down Projects"  Projects targeted for Action by the International leadership based on an identified need which go beyond even multiple districts.  A small technical committee should pursue the identification and development of such project(s) eg. Childhood Blindness 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 17
    • 18. Child friendly Eye Care Centers 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 18
    • 19. NEED FOR COMMITMENT OF LIONS LEADERSHIP AT ALL LEVELS  Lions Leadership to become very familiar with SF goals, criteria, projects and outcomes  Formal training of new International Directors on SF  Include SF information Seminar in Regional Forum and have staff on hand  Training of MD SF Chairmen  Include SF information in DG-Elect Training 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 19
    • 20. PUBLIC RELATIONS regarding SIGHTFIRST  Highlight SF achievements in LCI PR  in-house to Lions and externally to general public  Use opportunity of World Sight Day to emphasize activities and achievements of Lions SF.  Keep Lions Web site updated on SightFirst 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 20
    • 21. • Some new principles and criteria • The general moratorium on Capital Construction projects to be maintained • Upgradation of facilities be entertained based on established criteria • Management • Prior MOU/ Letter of intent, with partners be established before proposal submission • Management training for Project staff including Lions • Standardized Management (Technical) monitoring system be introduced 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 21
    • 22. MONITORING, REPORTING AND EVALUATION  SHOULD BE AN INTEGRAL PART OF THE PROPOSAL  OPERATIONAL RESEARCH AND POPULATION BASED SURVEYS TO BE CONSIDERED WHERE NECESSARY. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 22
    • 23. PRIORITY AREAS FOR SIGHTFIRST Disease perspective  Blinding Cataract – an unfinished agenda (phasing out)  Blinding Trachoma (S A F and E ). “  Diabetic Retinopathy, Glaucoma, URE LV care in areas where adequate infrastructure exists.  The Lions Eye Health Program (LEHP)  Areas not included could be supported by other LCIFLIONS SF Conclave.Kolkata Oct. clubs grants or local 10/30/13 23 2013
    • 24. TRAINING  Technical training/skills development  Management skills  Community Eye Care  Establishing partnerships with existing centres of excellence  Comprehensive Eye Care 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 24
    • 25. • • • • • DEVELOP ALTERNATIVE PROJECTS Comprehensive eye care Sustainable projects Develop model projects in poor areas • TRAINING IN MANAGEMENT AND CEH Identify Centres for training Develop capability in Region 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 25
    • 26. TECHNICAL COOPERATION BETWEEN “LIONISTIC” AND “NON LIONISTIC” COUNTRIES • The Committee accepted this in principle and would like to promote this idea especially between geographically proximal countries, with active local participation in needs assessment, planning and implementation, monitoring and evaluation, with special emphasis on training and local capacity building. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 26
    • 27. PAST AND PRESENT • The SightFirst Programme has been a DYNAMIC one with periodic evaluation, reviews and long range planning. These Long range plans have served as dynamic guidelines to assist Lions and TA’s, out in the field, and SF staff and the SAC. • They have been flexible enough to deal with unforeseen or emerging situations. MUCH HAS BEEN ACHIEVED MUCH MORE REMAINS Oct. BE DONE 27 TO 10/30/13 LIONS SF Conclave.Kolkata 2013
    • 28. Future directions for the Lions SightFirst Programme. • The second Lions Seminar for Sight, in Seoul, S Korea,held in 2004, 16 years since the first one, brought in the promise of new dimensions, with a galaxy of experts in fields, representing a broad spectrum of Vision related eye care and activities including research 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 28
    • 29. DETERMINING THE BEST INVESTMENT How can the Lions, individually and collectively, through their philanthropy and volunteerism, do the greatest good, to the largest number, in greatest need, in the shortest possible time, at the lowest cost? 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 29
    • 30. Sight Preservation, Restoration and Enhancement Helping to apply the knowledge and skills that we already possess, to prevent and treat blindness and visual impairment and enhance functional vision, is perhaps the first priority. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 30
    • 31. ENHANCING VISION AND IMPROVING Function Uncorrected Refractive errors Low Vision care Orientation and Mobility Training 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 31
    • 32. Vision loss from Diabetes Mellitus ( A Chronic Multi- System Disease) Diabetic Retinopathy Control of systemic disorder important 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 32
    • 33. • Preventing Blindness from GLAUCOMA Aging related Chronic Disease – Long follow up. Care expensive and labour intensive Adherence to treatment poor Best case detection through Comprehensive eye examination 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 33
    • 34. Measuring the Results of our labours To measure is to know. If we do not measure (EVALUATE) we will never know whether we achieved what we set out to achieve. Publish and truthfully share our results. It will help reaping rich dividends 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 34
    • 35. HOSPITAL LEADERSHIP/ MANAGEMENT • PATIENT CENTRED COMPREHENSIVE EYE CARE • EFFECTIVENESS AND EFFICIENCY • HUMAN RESOURCES • QUALITY OF CARE • SUSTAINABILITY • SELF RELIANCE 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 35
    • 36. • “See the Person in the Patient” • PATIENT CENTRED CARE that is COMPREHENSIVE 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 36
    • 37. EFFECTIVENESS and EFFICIENCY 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 37
    • 38. HUMAN RESOURCES 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 38
    • 39. SUSTAINABILITY 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 39
    • 40. • QUALITY OF CARE 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 40
    • 41. Quality Assurance in Eye Care 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 41
    • 42. The Role of Lions Eye Hospitals in the context of implementing SightFirst Projects 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 42
    • 43. • HOSPITAL • LEADERSHIP and MANAGEMENT • SUSTAINABILITY • and • SELF RELIANCE 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 43
    • 44. The SightFirst Programme • The SightFirst Programme was conceived as a Sight preserving and sight restoration project • Of the LIONS • By the LIONS • For the PEOPLE – the poorest of the Poor. • The rewards for the LIONS would come from the gratitude of the PEOPLE who are helped 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 44
    • 45. The provision of health, including Eye Health is already a “service business”. Patients (customers) must come first. They should not be treated with needless technology for diagnosis or treatment. They must be the recipients of a product (VISION) that is good, is affordable and is delivered with compassion and in a timely manner. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 45
    • 46. The key to Quality in Health Care Service Delivery is patient satisfaction Patient satisfaction means fulfilling the expectations of patients. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 46
    • 47. The Deming Philosophy Three basic precepts • Customer orientation • Continuous sustained improvement • Recognising that Quality is determined by the system 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 47
    • 48. .If you or your parents went as a patient what factors would make you feel confident and satisfied with the doctor you are consulting? 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 48
    • 49. Behaviours and service quality perceptions of customers • Reliability • Responsiveness • Competence • Access Inspiring confidence • Courtesy • Communication • Credibility • Security • Understanding • Empathy 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 49
    • 50. QUALITY ASSURANCE The Concept of Quality assurance comes from the Manufacturing Industry It has not been used in Health Care Delivery till recently 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 50
    • 51. In What way has this happened? 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 51
    • 52. ADAPTING QUALITY PRINCIPLES • Adapting quality principles used in manufacturing to health care services is a means to achieve both productivity improvement (quantity) and along with it, product improvement (quality). • However quality improvement is not something that you do once and then sit back to enjoy the results. • QUALITY is associated with an attribute of a product at a discrete time. • RELIABILITY relates to performance over a period • of time - consistent quality. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 52
    • 53. ENSURING QUALITY • With a product, the manufacturer (provider) ensures that the product is of acceptable standards through various forms of quality control • The Customer (user) is the final judge. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 53
    • 54. IN EYE HEALTH CARE THIS IS SADLY LACKING • There is generally hardly any mechanism for ensuring quality control in the production of the product, which is FUNCTIONAL VISION. • The PATIENT (customer) is seldom consulted on, or an opinion sought on the quality of the product (outcome). 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 54
    • 55. Lessons from Manufacturing Industry • Much of our quality practice comes from the manufacturing industry but fundamental differences exist 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 55
    • 56. MANUFACTURE OF A PRODUCT > STRUCTURE > PROCESS > PRODUCT 10/30/13 (OUTPUT and OUTCOME) LIONS SF Conclave.Kolkata Oct. 2013 56
    • 57. STRUCTURE (In manufacturing) • • • • • Factory building Machinery Trained Personnel Components Stores etc. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 57
    • 58. PROCESS (In manufacturing) COMPONENTS PRODUCT INPUTS OUTPUTS • Checking parts and product • Discarding faulty items • Assembling • Checking final product for quality 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 58
    • 59. OUTPUT (In manufacturing) The Product In productivity terms this refers to quantity • the Number of a products manufactured 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 59
    • 60. OUTCOME (in manufacturing) • Finished Product of assured Quality • Determined by the consumer in terms of the “value” and enjoyment of the use of the product (customer satisfaction). 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 60
    • 61. EYE HEALTH CARE STRUCTURE • • • • • • Outpatient Department Wards Operating Theatre PERSONNEL Equipment General facilities – lobby, waiting rooms, toilets • Dining rooms 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 61
    • 62. PROCESS (In Health Care) NON CLINICAL ACTIVITIES • Appointment system • Registration • Counseling • Billing • CLINICAL ACTIVITIES • Patient care – Doctor/patient relationship • Pre Op/ Operative/Post Op care 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 62
    • 63. PRODUCT (In health care) OUTPUT- Number of surgeries OUTCOME - quality of surgery • • • • • VISION - VA Return of Functional activity Activities of Daily Living (ADL) Quality of Life Patient Satisfaction 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 63
    • 64. Measures of OUTCOME • ORGAN LEVEL Function of eye » Visual acuity » Field of vision » Contrast sensitivity » Colour vision • PERSON LEVEL Function of person » ADL - QOL • SOCIETAL LEVEL » Patient satisfaction 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 64
    • 65. Methods of Measurement • ORGAN LEVEL - Clinical audit • PERSON LEVEL - extended clinical audit - community based study RACSS • PATIENT SATISFACTION - part of clinical audit - follow-up study 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 65
    • 66. “CLINICAL AUDIT” SELF ASSESSMENT • • • • Measure outcome - VA Analyse outcomes - good and poor results Identify reasons for suboptimal outcome, if any. Retrain as necessary - individual or team THIS SHOULD BE A RECURRING PROCESS. CONTINUOUS SELF ASSESSMENT and SELF IMPROVEMENT IS THE KEY TO SUCCESS 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 66
    • 67. Learning and Progress “To measure is to know” Learning and Progress accrue only when there is something to learn from, and the something, is any completed action. DO NOT FALL INTO THE TRAP OF THE “SYNDROME OF ASSUMED MERIT “SAM” 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 67
    • 68. There is a major difference between the manufacturing industry and health care 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 68
    • 69. A MAJOR DIFFERENCE IN MANUFACTURING AND HEALTH CARE • The interface between the producer ( health care provider ) and the customer ( patient ) 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 69
    • 70. INTERFACE • Customers never interact with workers in manufacturing organizations, whereas in service organizations, interactions between provider and patient (consumer) is high. • INTERACTIONS AFFECT PERCEPTIONS OF QUALITY • STAFF BEHAVIOUR HAS A CRITICAL IMPACT UPON PERCEPTIONS OF QUALITY 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 70
    • 71. PRODUCER/CUSTOMER INTERFACE IN MANUFACTURING F A C T O R Y 10/30/13 STORE LIONS SF Conclave.Kolkata Oct. 2013 R E T A I L E R Customer 71
    • 72. HEALTH FACILITY/ PATIENT INTERFACE STRUCTURE PROCESS O P D 10/30/13 W A R D O T OUTCOME W A R D LIONS SF Conclave.Kolkata Oct. 2013 72
    • 73. HEALTH FACILITY/ PATIENT INTERFACE STRUCTURE PROCESS OUTCOME Satisfaction O P D 10/30/13 W A R D O T W A R D LIONS SF Conclave.Kolkata Oct. 2013 73
    • 74. Service Organizations • Must recognize that QUALITY is a product of the SYSTEM, and in service organizations, particularly, PEOPLE are the system. • Sustained excellence has to be developed in a systematic and well directed fashion. • Pre-experience training Skills Training • “On the job” guidance Re10/30/13 LIONS SF Conclave.Kolkata Oct. 74 training 2013
    • 75. Team Work A number of personnel with different job descriptions and training are involved in these three phases.  However the Team Leader has to ensure the highest quality of performance in each one of the personnel. Being a good role model is critical.  This cannot be enforced. The value of quality must be a shared culture.  Motivation is a key factor in developing a quality culture. Job satisfaction is a key element. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 75
    • 76. Training needs • Training is necessary in order to enable personnel to acquire the skills, knowledge and attitude necessary to perform the task to an acceptable standard. • Training is essentially a learning process , and in order that progress can be successfully monitored there should be a system of constructive performance assessment. 10/30/13 LIONS SF Conclave.Kolkata Oct. 76 2013
    • 77. Details of Training • The training needs of both the individual and the organization must be identified and analyzed. • Targets and standards must be set for the trainee which are within their capabilities. • There must be active involvement on the part of the learner, not just passive acceptance of information. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 77
    • 78. Training • A variety of methods and techniques should be used to provide stimulus variation and maintain interest. • The pace of the training programme should reflect the trainee’s ability to maintain progress. • The trainee should have regular feedback of results. Any problem areas should be highlighted/ discussed/resolved as soon as possible. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 78
    • 79. Shared value of Quality • Quality control should not be construed as an extra burden incorporated in, or added to, a process. • It should be the concern of all personnel, since the production of high quality services enhances the reputation of the institution. • Thus all employees should be encouraged to contribute ideas for increasing efficiency of the processes and the quality of the 10/30/13 LIONS SF Conclave.Kolkata Oct. 79 product. 2013
    • 80. QUALITY ASSURANCE (In health care ) ENSURE QUALITY OF • STRUCTURE • PROCESS • PRODUCT/ (OUTCOME) IF PATIENT SATISFACTION IS DESIRED 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 80
    • 81. ENSURING QUALITY • Mission for Quality in top management • Shared Vision of Quality • Development of a Quality Culture 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 81
    • 82. Ensuring Quality (Contd) Adopting Norms/Preferred Practice Guidelines Continuous Measurement & Monitoring Self assessment Continuing Professional Development 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 82
    • 83. Quality Aspects of Cataract Surgery Each year cataract surgery enables millions of people to improve their vision - it is one of the most frequently performed and successful surgical operations in the world. Although it has been performed from ancient times, the last half century has seen remarkable refinements of the procedure We need to ensure that the benefits are passed on to all patients 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 83
    • 84. Use of Quality (Visual Outcome) The primary purpose is for the surgeon to assess his or her own results of Surgery. Analysis of these results would indicate how well or badly they are helping the patient. It is a clue to improving the outcome. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 84
    • 85. Stages in Cataract Surgery • Preoperative Assessment • Surgical procedure • Post Operative care • A POOR result may be due to one or more of these stages 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 85
    • 86. Elimination of Avoidable Blindness • We now say 38 million people are blind and 3 times that number have "low vision". • ." • We need to address the issue of blindness on an individual basis, whether it is cataract surgery, or prescription and supply of glasses, or glaucoma etc. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 86
    • 87. Extreme sub-specialization  With increasing sub-specialisation professionals begin to focus on the tissue rather than on the person and beyond.  Some overlook that the cornea is part of the eye, leave alone part of a person, a family, a community.  Adopt a holistic view of eye care, not a narrow tissue oriented focus. 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 87
    • 88. Benefits of Quality Assurance (In health care) • Patients perspective • Surgical team’s perspective • Institutions perspective 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 88
    • 89. Patients’ perspective • Patients expectations achieved - Patient satisfaction • Better functioning • Better productivity • Better Quality of life • Removes barrier to service utilization by patients 10/30/13 LIONS SF Conclave.Kolkata Oct. 89 2013
    • 90. Surgical Teams Perspective • • • • • • Self esteem and professionalism Identification of weaknesses Needs assessment for training Improvement in teamwork and practice Sense of achievement Gratitude of patient 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 90
    • 91. INSTITUTIONAL PERSPECTIVE • • • • • • Gaining in Popularity Increased patient load and income Sustainability Sense of achievement Sense of gratitude of community Recognition as a centre of excellence 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 91
    • 92. REWARDS OF QUALITY • PERSONAL LEVEL • Self Esteem working in a Quality Facility • Seeing happy, Satisfied Patients • Professional satisfaction • Enhanced practice and incomes 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 92
    • 93. > willingness to pay Quality reputation Patient satisfaction Provider satisfaction QA QUALITY REPUTATION Cost effective 10/30/13 Standards Loyalty to Facility > REVENUE > CUSTOMER BASE SUSTAINABILITY QUALITY > NET REVENUES Reduced Attrition Doing it LIONS SF Conclave.Kolkata Oct. Right the first time 2013 93 < COSTS
    • 94. Quality Assurance in Eye Care Delivery • Take Home Messages  A WORTHWHILE INVESTMENT  IT REMOVES AN IMPORTANT BARRIER TO UPTAKE OF SERVICES  IT ENHANCES PATIENT COMPLIANCE and  LOYALTY  IT ENSURES SUCCESS IN ACHIEVING VISION 2020 GOALS 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 94
    • 95. Take Home Messages (contd)  CLEAR VISION AND GOALS ABOUT QUALITY MUST BE COMMUNICATED TO ALL  TOTAL TEAM MEMBER EMPOWERMENT AND INVOLVEMENT IS NECESSARY  CUSTOMERS( patients ) AS THE KEY DRIVERS FOR CHANGE  FOCUS ON PROCESS: THE HOW OF DOING WORK:PEOPLE THE KEY ELEMENT  MEASURES FOR CONTINUING PERFORMANCE ASSESSMENT and IMPROVEMENT 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 95
    • 96. Thank you 10/30/13 LIONS SF Conclave.Kolkata Oct. 2013 96