Changing Expectations in the Healthcare Scenario

CHANGING EXPECTATIONS OF HEALTH PROVIDERS & HEALTH SEEKERS Quality Management in Hospitals Fr. Muller Hospital, Quality 7 th August 2006

The Big business ,[object Object],[object Object],[object Object]

Exciting decades for Health ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],Doctor! I’m not able to see well in both eyes. I have come here to see you what best you could do? You are like my God! What is your problem?

[object Object],Doctor! I have immature cataract in my right eye and please do phaco with foldable lens and let me know what lens you are going to put? What is your problem?

Doctor as rare status symbol Doctors in surplus Total submission Optional  who is competent and confident? Health Care Health International Health Foundation 2005 1970

[object Object],[object Object],Trust in Sophisticated equipments with computerised reports 2005 1970

Patients were patient Patients demand fast service & Quick result 2005 1970

[object Object],[object Object],Considered Precious Demanded 2005 1970

[object Object],Fragmented health care service Our family shop where I get all I need…. specialists even in subspecialties 2005 1970 Holistic approach towards patient’s problem I’ll buy rice here. For dal and oil I go to dal and oil vendor

Non Clinical Expectations ,[object Object],[object Object],[object Object],[object Object],Medical Cure Services at Door - step 2005 1970

Change In Attitude of patients ,[object Object],[object Object],Who cures Selling his treatment 2005 1970 Treatment

[object Object],[object Object],Accidental As Fate As legal treasure hunt 2005 1970

The Changing Expectation of Patients ,[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],YES…….

[object Object],[object Object],[object Object],2005 1970

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],1970

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],I’ll soon cross the ocean! 2005 ,[object Object],[object Object],[object Object]

[object Object],[object Object],2005 1970 Dr. Y, MS., (Gold Medalist) International ,[object Object],[object Object],[object Object]

How ? ,[object Object],[object Object],[object Object],Have the patients become demanding customers …. Touchy…. And egoistic? Or

Who changed first ? ,[object Object],Did patients change because we have changed? Or

That’s a Himalayan Question! Which came first?

[object Object],[object Object]

[object Object],The egg needs the hen to become a chick

Patient Explanation ,[object Object]

Transparency Clear information from A to Z especially financial matters

Changing Expectation of Patients ,[object Object]

Prompt referrals when necessary Do not feel egoistic when you need a second opinion

Changing Expectation of Patients ,[object Object],[object Object]

Our Customers Are ,[object Object],[object Object],[object Object],[object Object],[object Object]

Security Reception Registration Consultation Investigations Admission counter Ward OT Postoperative ward Counseling Discharge + money payment Home Patients Satisfactions At Various Stages

[object Object],[object Object],Finally CLINICAL RESULT SINCERITY COMPASSION AFFORDABLE COST GADGETS MRCO FRCS MS DO

[object Object],[object Object],That will give us

[object Object],[object Object],[object Object],[object Object],[object Object]

Changing Expectations in the Healthcare Scenario

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