1. The document discusses customer expectations and satisfaction regarding diagnostic laboratory services in Bangladesh during the COVID-19 pandemic. It notes that diagnostic centers are failing to meet customer expectations or provide adequate service due to lack of protective equipment and staffing shortages.
2. Customers report long wait times to get tested for COVID-19, and many are being denied regular checkups and tests due to centers prioritizing COVID-19 patients or shutting down temporarily. This has caused distress and health issues for patients with other conditions.
3. Word of mouth about negative experiences is spreading and further eroding trust in healthcare providers. With expectations and experiences of poor service quality during the pandemic, customer satisfaction has reached very low levels.
The Nolungile Clinic in Khayelitsha, South Africa has successfully started 10 patients on outpatient treatment with bedaquiline (BDQ) for multidrug-resistant tuberculosis (MDR-TB). Clinic staff underwent training to safely provide BDQ and follow guidelines. Patients approved for BDQ receive counseling and sign consent. While logistics of drug supply presented initial challenges, BDQ can now be rapidly started without hospitalization. Clinic staff report an overall positive experience with BDQ and renewed enthusiasm, though continued monitoring is needed as clinical drug susceptibility testing for BDQ is not yet available.
BMJ Feature: Flipping the model for access to patient recordsPatients Know Best
Lack of progress in NHS England’s efforts to provide universal access to medical records has led to the development of independent initiatives, reports Ben Adams
P8 INCIDENT REPORTING AND LEARNING FROM ERROR HOUSEMANSHIP MALAYSIAhafizahhoshni
This document provides information on incident reporting and learning from errors in healthcare. It defines key terms like error, violation and near miss. It notes that medical errors are a leading cause of death. Examples of common patient safety incidents are provided like medication errors, wrong site surgeries, and patient falls. The role of junior healthcare professionals in reporting incidents is described. When an incident occurs, immediate action should be taken, supervisors informed, and an incident report filled out. Reported incidents are investigated to identify root causes and implement actions to prevent future occurrences. Examples of improvements from incident reporting include checklists to prevent wrong site surgeries and the use of identification stickers to avoid duplicate vaccinations.
Heavily based on a presentation I gave for the CMS 2020 National Quality Forum. Emphasis is on dialysis (particularly home dialysis). Discusses regulatory framework, medical devices used to render the services and outcomes of studies performed to day
Training and delivery of Critical Care Medicine in India: Concerns revealed b...Ahmad Ozair
We read with great interest the critical care considerations regarding coronavirus disease 2019 (COVID-19) in the position statement of the Indian Society of Critical Care Medicine (ISCCM) by Mehta et al. and in the special article published in Indian Journal of Anaesthesia by Bajwa et al.The COVID-19 pandemic has affected more than 3,000,000 individuals and consumed 210,000 lives, as of end-April.3 As intensivists, we note with concern the worldwide shortage, including in India, of intensive care delivery, which is required in 3–10% of COVID-19 cases. Unfortunately, by burdening an overstretched public healthcare system, this crisis has also brought forth concerns about the training and delivery of critical care medicine (CCM) across India.
This document provides an overview of medical coding. It begins with a brief history of medical coding originating in 17th century England and the development of the ICD coding system. It then discusses what a medical coder does, translating clinical documentation into medical codes. The revenue cycle is described, showing how medical coding fits within the process from appointment to payment. Various roles in medical coding are outlined, including coders, auditors, and denial management specialists. The pros and cons of in-house versus outsourced medical coding are presented.
- Medrok is developing an intelligent medical software system to improve information sharing and clinical management across healthcare providers and insurers.
- The system aims to consolidate clinical information, disseminate it in real-time, and automate evaluations, authorizations and placements to streamline processes and reduce costs.
- It would change how nursing shift reports are done to electronically share updated patient information, helping facilitate appropriate discharges and continuity of care.
The Nolungile Clinic in Khayelitsha, South Africa has successfully started 10 patients on outpatient treatment with bedaquiline (BDQ) for multidrug-resistant tuberculosis (MDR-TB). Clinic staff underwent training to safely provide BDQ and follow guidelines. Patients approved for BDQ receive counseling and sign consent. While logistics of drug supply presented initial challenges, BDQ can now be rapidly started without hospitalization. Clinic staff report an overall positive experience with BDQ and renewed enthusiasm, though continued monitoring is needed as clinical drug susceptibility testing for BDQ is not yet available.
BMJ Feature: Flipping the model for access to patient recordsPatients Know Best
Lack of progress in NHS England’s efforts to provide universal access to medical records has led to the development of independent initiatives, reports Ben Adams
P8 INCIDENT REPORTING AND LEARNING FROM ERROR HOUSEMANSHIP MALAYSIAhafizahhoshni
This document provides information on incident reporting and learning from errors in healthcare. It defines key terms like error, violation and near miss. It notes that medical errors are a leading cause of death. Examples of common patient safety incidents are provided like medication errors, wrong site surgeries, and patient falls. The role of junior healthcare professionals in reporting incidents is described. When an incident occurs, immediate action should be taken, supervisors informed, and an incident report filled out. Reported incidents are investigated to identify root causes and implement actions to prevent future occurrences. Examples of improvements from incident reporting include checklists to prevent wrong site surgeries and the use of identification stickers to avoid duplicate vaccinations.
Heavily based on a presentation I gave for the CMS 2020 National Quality Forum. Emphasis is on dialysis (particularly home dialysis). Discusses regulatory framework, medical devices used to render the services and outcomes of studies performed to day
Training and delivery of Critical Care Medicine in India: Concerns revealed b...Ahmad Ozair
We read with great interest the critical care considerations regarding coronavirus disease 2019 (COVID-19) in the position statement of the Indian Society of Critical Care Medicine (ISCCM) by Mehta et al. and in the special article published in Indian Journal of Anaesthesia by Bajwa et al.The COVID-19 pandemic has affected more than 3,000,000 individuals and consumed 210,000 lives, as of end-April.3 As intensivists, we note with concern the worldwide shortage, including in India, of intensive care delivery, which is required in 3–10% of COVID-19 cases. Unfortunately, by burdening an overstretched public healthcare system, this crisis has also brought forth concerns about the training and delivery of critical care medicine (CCM) across India.
This document provides an overview of medical coding. It begins with a brief history of medical coding originating in 17th century England and the development of the ICD coding system. It then discusses what a medical coder does, translating clinical documentation into medical codes. The revenue cycle is described, showing how medical coding fits within the process from appointment to payment. Various roles in medical coding are outlined, including coders, auditors, and denial management specialists. The pros and cons of in-house versus outsourced medical coding are presented.
- Medrok is developing an intelligent medical software system to improve information sharing and clinical management across healthcare providers and insurers.
- The system aims to consolidate clinical information, disseminate it in real-time, and automate evaluations, authorizations and placements to streamline processes and reduce costs.
- It would change how nursing shift reports are done to electronically share updated patient information, helping facilitate appropriate discharges and continuity of care.
Learning to practice medicine during COVID-19 and mucormycosis epidemics: an ...Ahmad Ozair
The COVID-19 pandemic has greatly affected medical education and training experiences for interns and resident doctors. As medical schools shifted their teaching curriculum to virtual platforms, most senior medical students lacked sufficient clinical exposure as they missed out on in-hospital rotations before beginning their intern year. In this article, we share our experience in transitioning from medical school to our intern year while working in COVID and non-COVID facilities. We discuss our challenges while learning basic skills in a resource-limited setting during a period of high patient mortality because of COVID-19 and Mucormycosis.
This document provides biographical and professional information about Adam DiPippo. It summarizes his education, including pharmacy residency training and clinical rotations. It also outlines his professional experience as a pharmacist at MD Anderson Cancer Center and previous positions. Finally, it lists leadership experience, research activities, and presentations given.
Healthcare Report: Robots, Tablets & Social MediaIDG Connect
IDG Connect has released a new report on how consumer devices are dramatically changing healthcare. It examines the numerous benefits it offers, such as the integration of iPads into practicing medicine, and the use of apps that can track patient health. It also questions the impact of these devices on the patient-doctor relationship. Are these devices actually improving patient care – or are they contributing to destroying the heart of healthcare – the traditional patient-doctor relationship?
This document discusses innovations in contact tracing from California, focusing on health coaching and effective communication about COVID-19. It describes the basic workflow for contact tracing and case investigation, including composing multidisciplinary contact tracing teams. The document emphasizes that contact tracing requires significant behavior changes that rely on understanding, and explains how health coaching uses techniques like ask-tell-ask and closing the loop to assess what people know and ensure they understand information provided. It provides examples of dialogues that model these client-centered communication techniques for contact tracers.
Medical errors represent a serious public health problem and occur frequently in various healthcare settings. They can involve medicines, surgery, diagnosis, equipment, or lab reports. Studies estimate medical errors may be the third leading cause of death in the US, resulting in between 200,000 to 400,000 deaths per year. Many common types of errors like misdiagnosis, unnecessary treatment, medication mistakes, and uncoordinated care have been reduced through standardized protocols and safety practices, but medical errors still frequently harm and kill patients.
Identification of patient and part that has to be operatedNeena Sri
The document discusses guidelines for proper patient identification and verification of surgical procedures. It recommends that patients undergoing surgery should have at least two identifiers, wear an identifying marker, and be properly identified by the surgical team before transport to the operating room. It also stresses the importance of verifying the correct surgical procedure and site, and conducting a "time out" before any procedure to confirm patient, procedure, and site details. Potential barriers to proper identification like staffing issues, multiple procedures or surgeons are also outlined.
The health-care system has considerably improved over time. However, with today's technology, it is
possible to link medical services with internet systems to make the lives of patients easier. Our software,
LifeCare will assist a patient in locating a specialized doctor based on their requirements, availability,
distance, and consulting fees. .
2016 Connected Care and the Patient ExperienceSurescripts
Annual survey of 1,000 Americans reveals increased dissatisfaction with data availability and innovation, even though the technology exists today for a safer, more convenient and connected healthcare experience.
We are a team of experienced medical, paramedical and software professionals, working to bridge the gap between hospitals and their patients. Patients have a little understanding of their disease conditions and treatment plans, even after their discharge. We provide solutions and services that deliver superior patient engagement. We use our proprietary communication platform and engagement protocols with an intimate understanding of people and expertise to become partners in people’s health and wellbeing ; and improve hospital operations and revenue at the same time.
Hospitals are charged with the dual task of keeping patients well while also keeping patients safe. The two are inextricably linked, as patient safety concerns often tie directly into patient health concerns — hand hygiene, transitions of care and medication errors are a few such concerns that come to mind.Looking prospectively, these concerns, and many others, will flow into the next calendar year. Some of the patient safety issues are long established, and will remain in the forefront of healthcare's mind for years to come. Here, in no particular order, are 10 important patient safety issues for providers to consider in the upcoming year.
Presentation from the 3rd Joint Meeting of the Antimicrobial Resistance and Healthcare-Associated Infections (ARHAI) Networks, organised by the European Centre of Disease Prevention and Control - Stockholm, 11-13 February 2015
Auto identification a panacea for patient safety and traceability in healthcare Nitin Verma
This document discusses how auto identification technologies like barcoding and RFID can improve patient safety and traceability in healthcare. It provides examples of how barcoding is used in various clinical applications like medication administration, blood transfusion verification, laboratory specimen identification, respiratory therapy, and dietary management. Barcoding helps reduce errors by ensuring the right patient receives the right treatment or food. It also improves efficiency. While these technologies are not new, their use in healthcare is growing to meet demands for greater safety, improved outcomes, and regulatory compliance.
Medical Errors within the U.S. Healthcare SystemTerry Coulon
The document proposes an "All Hands on Deck" plan to reduce medical errors in hospitals. The 4 part plan involves teams analyzing error data, implementing a voluntary reporting bill in all states, increased oversight of health business groups, and FDA approval of health IT systems. It aims to comprehensively target errors at state and federal levels. If rejected by Congress, an alternative plan involves information sessions at hospitals ranked high for errors. The plan's benefits include its collaborative approach across agencies and states. Its costs are under $1 million, but it does not address nursing home errors or ensure hospitals' budget support.
This document provides a literature review on studies related to the service quality of public and private sector hospitals. It summarizes 25 studies conducted between 2004-2013 that evaluated patient perceptions and assessments of various dimensions of hospital service quality in India. The studies examined factors like infrastructure, personnel quality, clinical care processes, communication, and relationships that influence patient satisfaction. Some findings indicated private hospitals performed better than public hospitals in most quality dimensions except reliability. The review concludes that further research is needed evaluating service quality in the understudied regions of Indore and Ujjain cities in Madhya Pradesh, India.
One platform connects medical facilities to patients and physicians through an online pre-admission process. It streamlines workflow by allowing patients to complete forms online and sharing verified information with nurses and staff in an organized system. This reduces nursing time spent on paperwork by an average of 20 minutes per patient and saves facilities thousands of hours and costs annually while improving accuracy, convenience for patients, and satisfaction for patients and staff.
This document discusses the importance of collaborative care and care coordination for healthcare delivery systems. It notes that solo practice is no longer a sustainable business model and that fee-for-service payments have limitations. The document provides evidence that care coordination can reduce costs through fewer hospital admissions and readmissions without worse health outcomes. It also shows that patients experience a lack of communication and information sharing between their different doctors. To improve care coordination, mobile access to patient data and collaborative workflows are seen as critical, as mobile devices are increasingly how physicians access information. The right devices and secure mobile computing are needed to enable these new care coordination models.
This document is Shidie Violet Tang's curriculum vitae. It outlines her education, including degrees from several universities with high GPAs. It also details her extensive experience in pharmacy practice rotations in various settings like hospitals, clinics, and pharmacies. These rotations involved responsibilities such as patient counseling, medication management, and presentations. The CV lists additional work experience, research projects, publications and presentations by Tang demonstrating her qualifications and experience in pharmacy and public health.
This document contains forms and instructions for conducting a point prevalence survey of healthcare-associated infections and antimicrobial use in European acute care hospitals. The forms collect data at the hospital, ward, patient, and national/regional level. Hospital data includes bed numbers, staffing levels, infection control activities and organizational culture. Ward data includes bed numbers, hand hygiene infrastructure. Patient data collects infection details, antimicrobial use, and patient characteristics for those with infections or receiving antibiotics. National data provides healthcare system context. The forms standardize data collection to allow prevalence comparisons across settings.
- The document discusses building a digital health ecosystem in Africa using mobile technology to transform healthcare delivery. It describes how patient monitoring solutions using digital devices can generate savings for hospitals by reducing readmissions for chronic diseases.
- The medopad platform is presented as an integrated digital health solution that can enable real-time patient monitoring, care coordination between patients and providers, and clinical research across different diseases like cardiology, oncology and diabetes.
- Examples of pilot programs using medopad in cancer and cardiology care demonstrate improved outcomes and cost savings. The platform aims to connect the global healthcare community to enhance care in developing countries.
Virtual medicine is a controversial topic. It unburdens the staff, makes the healthcare services more accessible, but at the same time, it’s often perceived as the “medicine for the poor”. Learn how telemedicine is doing in the US in our new white paper.
Health care consumers benefit from understanding some of the issues involved in providing them with the best care, and some things they can do themselves to prepare for and learn about these issues. Doctors, nurses, and other health professionals dedicate their lives to caring for their patients. But providing health care can be complicated.
Learning to practice medicine during COVID-19 and mucormycosis epidemics: an ...Ahmad Ozair
The COVID-19 pandemic has greatly affected medical education and training experiences for interns and resident doctors. As medical schools shifted their teaching curriculum to virtual platforms, most senior medical students lacked sufficient clinical exposure as they missed out on in-hospital rotations before beginning their intern year. In this article, we share our experience in transitioning from medical school to our intern year while working in COVID and non-COVID facilities. We discuss our challenges while learning basic skills in a resource-limited setting during a period of high patient mortality because of COVID-19 and Mucormycosis.
This document provides biographical and professional information about Adam DiPippo. It summarizes his education, including pharmacy residency training and clinical rotations. It also outlines his professional experience as a pharmacist at MD Anderson Cancer Center and previous positions. Finally, it lists leadership experience, research activities, and presentations given.
Healthcare Report: Robots, Tablets & Social MediaIDG Connect
IDG Connect has released a new report on how consumer devices are dramatically changing healthcare. It examines the numerous benefits it offers, such as the integration of iPads into practicing medicine, and the use of apps that can track patient health. It also questions the impact of these devices on the patient-doctor relationship. Are these devices actually improving patient care – or are they contributing to destroying the heart of healthcare – the traditional patient-doctor relationship?
This document discusses innovations in contact tracing from California, focusing on health coaching and effective communication about COVID-19. It describes the basic workflow for contact tracing and case investigation, including composing multidisciplinary contact tracing teams. The document emphasizes that contact tracing requires significant behavior changes that rely on understanding, and explains how health coaching uses techniques like ask-tell-ask and closing the loop to assess what people know and ensure they understand information provided. It provides examples of dialogues that model these client-centered communication techniques for contact tracers.
Medical errors represent a serious public health problem and occur frequently in various healthcare settings. They can involve medicines, surgery, diagnosis, equipment, or lab reports. Studies estimate medical errors may be the third leading cause of death in the US, resulting in between 200,000 to 400,000 deaths per year. Many common types of errors like misdiagnosis, unnecessary treatment, medication mistakes, and uncoordinated care have been reduced through standardized protocols and safety practices, but medical errors still frequently harm and kill patients.
Identification of patient and part that has to be operatedNeena Sri
The document discusses guidelines for proper patient identification and verification of surgical procedures. It recommends that patients undergoing surgery should have at least two identifiers, wear an identifying marker, and be properly identified by the surgical team before transport to the operating room. It also stresses the importance of verifying the correct surgical procedure and site, and conducting a "time out" before any procedure to confirm patient, procedure, and site details. Potential barriers to proper identification like staffing issues, multiple procedures or surgeons are also outlined.
The health-care system has considerably improved over time. However, with today's technology, it is
possible to link medical services with internet systems to make the lives of patients easier. Our software,
LifeCare will assist a patient in locating a specialized doctor based on their requirements, availability,
distance, and consulting fees. .
2016 Connected Care and the Patient ExperienceSurescripts
Annual survey of 1,000 Americans reveals increased dissatisfaction with data availability and innovation, even though the technology exists today for a safer, more convenient and connected healthcare experience.
We are a team of experienced medical, paramedical and software professionals, working to bridge the gap between hospitals and their patients. Patients have a little understanding of their disease conditions and treatment plans, even after their discharge. We provide solutions and services that deliver superior patient engagement. We use our proprietary communication platform and engagement protocols with an intimate understanding of people and expertise to become partners in people’s health and wellbeing ; and improve hospital operations and revenue at the same time.
Hospitals are charged with the dual task of keeping patients well while also keeping patients safe. The two are inextricably linked, as patient safety concerns often tie directly into patient health concerns — hand hygiene, transitions of care and medication errors are a few such concerns that come to mind.Looking prospectively, these concerns, and many others, will flow into the next calendar year. Some of the patient safety issues are long established, and will remain in the forefront of healthcare's mind for years to come. Here, in no particular order, are 10 important patient safety issues for providers to consider in the upcoming year.
Presentation from the 3rd Joint Meeting of the Antimicrobial Resistance and Healthcare-Associated Infections (ARHAI) Networks, organised by the European Centre of Disease Prevention and Control - Stockholm, 11-13 February 2015
Auto identification a panacea for patient safety and traceability in healthcare Nitin Verma
This document discusses how auto identification technologies like barcoding and RFID can improve patient safety and traceability in healthcare. It provides examples of how barcoding is used in various clinical applications like medication administration, blood transfusion verification, laboratory specimen identification, respiratory therapy, and dietary management. Barcoding helps reduce errors by ensuring the right patient receives the right treatment or food. It also improves efficiency. While these technologies are not new, their use in healthcare is growing to meet demands for greater safety, improved outcomes, and regulatory compliance.
Medical Errors within the U.S. Healthcare SystemTerry Coulon
The document proposes an "All Hands on Deck" plan to reduce medical errors in hospitals. The 4 part plan involves teams analyzing error data, implementing a voluntary reporting bill in all states, increased oversight of health business groups, and FDA approval of health IT systems. It aims to comprehensively target errors at state and federal levels. If rejected by Congress, an alternative plan involves information sessions at hospitals ranked high for errors. The plan's benefits include its collaborative approach across agencies and states. Its costs are under $1 million, but it does not address nursing home errors or ensure hospitals' budget support.
This document provides a literature review on studies related to the service quality of public and private sector hospitals. It summarizes 25 studies conducted between 2004-2013 that evaluated patient perceptions and assessments of various dimensions of hospital service quality in India. The studies examined factors like infrastructure, personnel quality, clinical care processes, communication, and relationships that influence patient satisfaction. Some findings indicated private hospitals performed better than public hospitals in most quality dimensions except reliability. The review concludes that further research is needed evaluating service quality in the understudied regions of Indore and Ujjain cities in Madhya Pradesh, India.
One platform connects medical facilities to patients and physicians through an online pre-admission process. It streamlines workflow by allowing patients to complete forms online and sharing verified information with nurses and staff in an organized system. This reduces nursing time spent on paperwork by an average of 20 minutes per patient and saves facilities thousands of hours and costs annually while improving accuracy, convenience for patients, and satisfaction for patients and staff.
This document discusses the importance of collaborative care and care coordination for healthcare delivery systems. It notes that solo practice is no longer a sustainable business model and that fee-for-service payments have limitations. The document provides evidence that care coordination can reduce costs through fewer hospital admissions and readmissions without worse health outcomes. It also shows that patients experience a lack of communication and information sharing between their different doctors. To improve care coordination, mobile access to patient data and collaborative workflows are seen as critical, as mobile devices are increasingly how physicians access information. The right devices and secure mobile computing are needed to enable these new care coordination models.
This document is Shidie Violet Tang's curriculum vitae. It outlines her education, including degrees from several universities with high GPAs. It also details her extensive experience in pharmacy practice rotations in various settings like hospitals, clinics, and pharmacies. These rotations involved responsibilities such as patient counseling, medication management, and presentations. The CV lists additional work experience, research projects, publications and presentations by Tang demonstrating her qualifications and experience in pharmacy and public health.
This document contains forms and instructions for conducting a point prevalence survey of healthcare-associated infections and antimicrobial use in European acute care hospitals. The forms collect data at the hospital, ward, patient, and national/regional level. Hospital data includes bed numbers, staffing levels, infection control activities and organizational culture. Ward data includes bed numbers, hand hygiene infrastructure. Patient data collects infection details, antimicrobial use, and patient characteristics for those with infections or receiving antibiotics. National data provides healthcare system context. The forms standardize data collection to allow prevalence comparisons across settings.
- The document discusses building a digital health ecosystem in Africa using mobile technology to transform healthcare delivery. It describes how patient monitoring solutions using digital devices can generate savings for hospitals by reducing readmissions for chronic diseases.
- The medopad platform is presented as an integrated digital health solution that can enable real-time patient monitoring, care coordination between patients and providers, and clinical research across different diseases like cardiology, oncology and diabetes.
- Examples of pilot programs using medopad in cancer and cardiology care demonstrate improved outcomes and cost savings. The platform aims to connect the global healthcare community to enhance care in developing countries.
Virtual medicine is a controversial topic. It unburdens the staff, makes the healthcare services more accessible, but at the same time, it’s often perceived as the “medicine for the poor”. Learn how telemedicine is doing in the US in our new white paper.
Health care consumers benefit from understanding some of the issues involved in providing them with the best care, and some things they can do themselves to prepare for and learn about these issues. Doctors, nurses, and other health professionals dedicate their lives to caring for their patients. But providing health care can be complicated.
Should All Patients Having Planned Procedures or Surgeries Be Tested for COVI...JohnJulie1
This study analyzed 261 asymptomatic patients who were screened for COVID-19 via PCR testing prior to planned procedures or surgeries in July 2020. The screening found that 6 patients (2.29%) tested positive for COVID-19 and had to delay or cancel their procedures. Screening asymptomatic patients is important to prevent potential spread of the virus to healthcare workers and other patients. While PCR testing has limitations, it remains the best method for diagnosing COVID-19 infection. Screening all patients prior to elective medical care is recommended to protect patient and provider safety during the ongoing pandemic.
Should All Patients Having Planned Procedures or Surgeries Be Tested for COVI...suppubs1pubs1
The current pandemic of Corona Virus Disease-2019 (COVID-19) which is caused by Severe Acute Respiratory Syndrome Corona Virus-2 (SARS-CoV-2) has resulted in lockdown in many countries culminating in a major socio-economic crisis globally. COVID-19 can remain asymptomatic and so is crucial for early diagnosis to prevent further spread of this pandemic. Here we highlight the importance of screening asymptomatic patients prior to elective surgery, procedure or scheduled hospital admission. This analysis was done for the month of July 2020 during which 261 asymptomatic people were screened for COVID-19. Out of this, 6 patients (2.29%) were diagnosed to have COVID-19 on nasopharyngeal/ oropharyngeal swabs and subsequently had to delay their elective procedure or surgery. This clearly shows how important it is to screen this cohort of asymptomatic people who could potentially have spread the virus to other patients as well as healthcare professionals.
PROVIDERS CHALLENGE FOR TREATING INFECTIOUS3PROVIDERS CHALLENGE.docxwoodruffeloisa
PROVIDERS CHALLENGE FOR TREATING INFECTIOUS 3
PROVIDERS CHALLENGE FOR TREATING INFECTIOUS 15
Providers Challenge for Treating Infectious Disease
Amy Nicole Elders
Grand Canyon University
Science Communication & Research
Bio- 317V-0500
Michael Rothrock
September 6, 2019
Abstract
Running head: PROVIDERS CHALLENGE FOR TREATING INFECTIOUS 1
High mortality results from infection within healthcare institutions whether community or hospital acquired. Hospitalists provide inpatient care with increasing frequency due to the overwhelming workload upon primary care physicians. However, hospitalists are generalists and are minimally prepared to attend patients with serious infections which may rapidly overwhelm particularly in vulnerable populations. Duplication of diagnostic testing, prolonged length of stay drives up costs for institutions and patients. Erroneous or inadequate prescription of antibiotics costs lives, Infectious disease specialists are inadequately utilized despite statistical evidence that such specialty care improves outcomes. Education, collaboration between providers, and prescribing guidelines are recommended to address these needs.
Providers Challenge for Treating Infectious Disease
Technology has become increasingly advanced and the ability to diagnose, treat, and manage patients is ever evolving. Although advancements in imaging, surgical procedures and medication therapies make possible a better quality of life, they are often required to self-manage very serious disease and infection. Insurance companies and healthcare regulations often guide the path providers must take to care for patients. The length of stay in hospitals are decreasing and patients are being treated on an outpatient basis. Patients often receive care in outpatient rehabs, infusion centers, and home health agencies with medications supplied by specialty pharmacies. Drug resistant organisms are becoming more common and the risks associated with treating these organisms can often be challenging to manage. Treatment is often received for an extended amount of time and many primary care providers no longer see patients on an inpatient basis. This means that hospitalists assume care when they are admitted into the hospital but are unable to follow the patient for the remainder of treatment when they are discharged. When complications arise for these patients, they have limited ways of seeking help. There is fragmented care and lack of continuity. In the case of patients diagnosed with infection, questions about when hospitalists should consult specialists such as infectious disease physicians often occur. Mortality and morbidity for patients as well as hospital stays and readmission are decreased when an Infectious Disease physician is consulted early (CDC, 2013). Research is focused on the education of these two types of physicians, why some providers decide not to pursue a specialty, as well as success rates of patients treated by both. Fact ...
Did you know that among high-developed countries,
the U.S. ranks last in health system performance while spending the most per capita on healthcare?! Here are some key metrics and analysis that were made to reveal the reasons why patients are unhappy with the provided service!
The Society of Hospital Medicine wrote a letter to Congressional leaders urging further action to address challenges posed by the COVID-19 pandemic. They requested that policymakers: 1) increase the supply and production of PPE and ventilators, as shortages are limiting the ability to respond; 2) dramatically increase access to COVID-19 testing to enable self-isolation and curb the spread; and 3) ensure adequate provider availability by expanding visa programs and reimbursing providers facing financial hardship from canceled procedures. The letter emphasized that hospitalists are on the frontlines of caring for COVID-19 patients and need support to safely and effectively respond to this public health crisis.
- Influenza vaccination rates among healthcare workers and high-risk groups in London are well below national targets and averages, putting patients and others at risk. Vaccination rates for nurses in London were only 32.3% in the 2012-2013 season.
- Low vaccination rates undermine "herd immunity" efforts to protect vulnerable groups who cannot be vaccinated. Healthcare workers are an important vector for transmitting flu since they can be infected but asymptomatic.
- The document calls on respiratory clinicians to lead by getting vaccinated themselves, encouraging vaccination among colleagues and patients, and collecting data to share on vaccination efforts. Various resources are provided to support increasing uptake.
Does JKN incentivize public private mix in TB care?Edhie Rahmat
1) Many TB patients in Indonesia initially seek care from private providers like general practitioners or pharmacies but ultimately around 80% receive treatment from private hospitals. This shift from primary to secondary care is driven by factors like patient and provider economic incentives as well as perceptions of service quality.
2) Under the current payment system, general practitioners may refer TB patients to private hospitals rather than public primary care clinics to avoid losing patient capitation fees, while hospitals benefit from additional visits and tests.
3) There is a need to reform payment incentives to encourage initial treatment at the primary care level through measures like result-based payments for case notification, lab referrals, and treatment success.
This document discusses the impact of the Covid-19 pandemic on cancer services and patients in South Africa. It notes reductions in cancer screening, diagnosis and treatment due to staff shortages and limited resources. Cancer patients faced difficulties accessing care due to transport issues and fear of exposure to Covid-19, resulting in treatment delays and more advanced disease. Data from Groote Schuur Hospital shows decreases in new cancer referrals and surgeries from 2019 to 2020. The document advocates for Covid-19 vaccination to allow cancer services and patients' lives to return to normal.
The document discusses CMS's Chronic Care Management program, which pays providers to coordinate care for Medicare patients with multiple chronic conditions. Key points:
- The CCM program pays providers $42 per patient per month to perform 20 minutes of care management and coordination activities outside of office visits.
- To qualify for CCM, patients must have Medicare fee-for-service and two or more chronic conditions expected to last over a year.
- Eligible providers must obtain patient consent and provide 24/7 access, care management, care coordination, and electronic care plans shared with other providers.
- The program aims to improve outcomes and lower costs for patients with multiple chronic conditions by encouraging coordinated chronic care management between visits
Over a 6-month period from June to November 2020, the cumulative COVID-19 infection prevalence rate among US dentists was 2.6%, representing 57 dentists who received a COVID-19 diagnosis. The monthly incidence rates of COVID-19 among dentists ranged from 0.2% to 1.1%. Throughout the study, nearly all dentists reported adhering to enhanced infection control procedures like wearing personal protective equipment (PPE). However, the proportion of dentists optimizing PPE use, such as changing masks after each patient, declined over time. The low rates of COVID-19 suggest dentists' strict adherence to guidance is protecting patients, staff, and themselves, though continued emphasis on optimal PPE is important
Whitepaper: Hospital Operations Management reduces wait states and replaces d...GE Software
No Wait States … in pursuit of the frictionless patient experience. Electronic health records have fallen short. Patients continue to wait. Costs remain high. Why focusing on operational management can help hospitals make things right … starting now.
Digital Transformation In Healthcare_ Trends, Challenges And Solutions.pdfLucas Lagone
Explore digital transformation in Healthcare, Trends, face challenges, and discover effective solutions for a seamless transition in the healthcare industry.
The COVID-19 global pandemic has caused huge disruption to health system. These findings aim to highlight the immediate and long-term impact of the COVID-19 breakdown on palliative care services at the national level and the institutional level, and suggest lessons for future outbreaks.
The Dr Sujit Chatterjee Hiranandani Hospital Powai provided an example. He explained that since the influenza virus changes frequently so the vaccine is reformulated every year. The anti-Covid vaccines will also be not effective since they won't be exclusive to the current strain of the virus, called Omicron. In the report by Dr Sujit Chatterjee Hiranandani Hospital Latest News, India had 358 Omicron cases on December 24, evening, distributed across 17 states including Maharashtra being the biggest number with at 108.
Learn More at
https://www.hiranandanihospital.org/
This document summarizes a presentation about using a population management approach to reach eligible groups for COVID-19 vaccination. It discusses identifying key patient data, methods for outreach like postcards and calls, and a planned care dashboard. A hub and spoke model is proposed using mass vaccination sites as hubs and primary care sites and mobile teams as spokes. Reaching vulnerable populations will require partnerships and bringing vaccination to communities. Staffing with medical professionals, National Guard, and volunteers is critical.
Article Type: Editorial
Title: Patient Safety: Paradigm shift of modern healthcare delivery and research
Year: 2022; Volume: 2; Issue: 1; Page No: 1 – 2
Author: Dr. Mohammed Imran
10.55349/ijmsnr.20222112
Affiliation: Associate Professor, Medical Pharmacology, College of Medicine and Health Sciences, Sohar, National University of Science and Technology, Sultanate of Oman.
Email ID: imran@nu.edu.om
Article Summary:
Submitted : 10-February-2022
Revised : 26-February-2022
Accepted : 12-March-2022
Published : 31-March-2022
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Customer Satisfaction in Pandemic Situation: Diagnostic center
1. An Individual Report
On
Evaluation Service Expectation and Customer Satisfaction in
Pandemic Situation in Bangladesh and Develop Service
Blueprint New-normal Business Environment: A Case Study
on a Diagnostic Laboratory Service
Submitted to
Professor. Dr. Sheikh Mohammed Rafiul Huque
School of Business and Economics
United International University
Submitted by
Name ID
Md. Ismail Hossen 112 192 017
Masters of Business Administration, School of Business and Economics
Course: Service Marketing (MKT 615)
Sec: A
Submission Date: 4th June, 2020
2. Page | 1
With the emergence of novel corona virus, the health system of many major developed
countries are struggling to provide support to the immense number Covid-19 patients.
However, amidst this panic the Non-Covid-19 patients are also suffering, which is being
passed under the radar. It is not expectation that a developing country such as Bangladesh is
also suffering from the same tragedy. On top that, Bangladesh heath care system has always
under criticism for having lower standards, lack of doctors, technician, nurses and what not.
According to WHO, Bangladesh’s doctor-to-patient ratio is 5.26 per 10,000 people, the
second-lowest in South Asia (UNDP, 2020). There are more than 5,816 hospitals in
Bangladesh and is ever increasing, however, the ratio of doctors to people still falls short.
According to statistical data, 25,615 physicians are working with government facilities while
only 5,184 medical technologists and 1,417 lab technologists are under Directorate General
of Health Services (DGHS). But the country should have 128,075 medical technologists to
maintain the WHO standard (UNB, 2020). This mass panic has once again reminded as the
need of investment required in the health care industry to support its citizens.
People going to do regular check-up or test in various diagnostic centers across the nation
has returning empty handed with only a suggestion to contact on a later date. An official of
Ibne Sina Diagnostic Centre said they did not shut down their outlets, but doctors stayed away
from their chambers (The Independent, 2020). Many diagnostic Centers decline to carry
diagnosis or testing activities of the general patients (Daily Industry, 2020). In many cases it
has been seen that, even after managing to see a doctor or talking over the phone with one,
when a patient goes for testing the diagnostic center has failed to carry out the service due to
lack of technicians on the job. Both Covid-19 and Non-Covid-19 patients are suffering from
the lack of medical support due to low number of doctors. The mismanagement and lack of
coordination is just adding fuel to the fire. Doctors, nurses and technicians are refusing to
provide service with corona virus roaming free around the country. The worries and woes are
justified at the same time because government as well as their hospital has failed to provide
them with necessary equipment’s required to maintain safety. Nirupam Das, BDF's chief
administrator, said "Without medical-grade PPE, our front-line healthcare workers are
exposed to possible COVID-19 infection," (AlJazeera, 2020). This is led to meet the needs of
proper healthcare of millions of patients suffering from Non-Covid diseases. An additional
secretary, Gautam Aich Sarker, to the government suffering from kidney diseases died as he
could not get admitted to a number of leading hospitals. Finally, he got a place in the Kurmitola
General Hospital, but died there without any ICU support though he needed it most (The
Financial Express, 2022). This only adds to the fact that how the healthcare has failed to
provide us proper support.
Customer Expectation
Amidst this pandemic customer expect the minimum amount of service they should be
receiving from the diagnostic labs around the country. At present there are dedicated
diagnostic centers where the presence of non-Covid patient is low due to fear and safety
precaution. However, even in this centers, the patient who goes to do Covid-19 test has to
wait long periods of time for receiving service. Some patients have even claimed to wait in line
for 3 days around 3 hours each day still failing to get a sample done. ‘We’ve expanded the
COVID-19 testing to 17 private hospitals and diagnostic centres, 14 in the capital, two in
Chattogram and one in Bogura,’ said Nasima Sultana, additional director general of the Health
Services (NewageBD, 2020). Still it is not sufficient to meet the demands of the people of
country boasting a population of 17 cores (aprox). What is intriguing is that, the panic has
overshadowed any other major diseases. People with chronic disease are not being able to
go for their routine check-ups along with tests. My father a chronic diabetic and kidney patient
is holed up in his house for the last two months. He was advised by his doctor not to visit the
hospital. He was due for regular blood and kidney check-up but has failed to do so as they are
not willing to give service at this moment.
3. Page | 2
Many service takers are at their wits ends, running from one test facility to another just to get
their test done in the past two months, while majority of them had to return empty handed. A
customer expects the hospital to provide minimum support at least for the emergency patients
but due to the freight of getting infected, the diagnostic centers themselves are shutting their
doors to patients regardless of symptoms. Fiona a thyroid patient living in Mirpur was due for
a blood test on March 25th
but was denied of service and then she tried to book on two more
occasion but failed. However, now is worried about medication overdoes and does not know
whether she should continue her current medication or not. Their pleas are left unheard and
they are left on their own wits. The only communication method left open for them is over
phone or through any other digitalized channel. To our surprise,many patients’ regular doctors
have switched of their phone and refusing to establish any communication with their regular
patient.
We cannot obviously put all the fault on the shoulder of the doctors. Because it has been
observed in plenty of occasions that the patients are also lying on their part. Many patients
comes to diagnostics centers with the pretense of just a regular blood check, however, hide
the fact that they are suffering from corona like symptoms.This leads to the temporary closure
of quite few diagnostic centers around the country. Many non-coronavirus patients are also
being deprived of regular checkup and treatment as many senior doctors are declining to
attend the patients to avoid the virus transmission(The Financial Express,2020). Government
has also failed to provide necessary equipment’s to maintain safety and check patients on
regular basis. Dr Ehteshamul Haque Chowdhury Dulal, Secretary General of BMA said, “The
government has shortage can’t ensure the safety of doctors, nurses and health workers in this
situation, though the health ministry and health department claiming that everything is okay.”
(Daily Industry, 2020). Doctors are constantly in shortage of PPE and protective masks as
quoted by Dr. Sahana, head of the virology department of the Dhaka Medical College “We
need quality PPE and N-95 masks to protect healthcare personnel from getting infected with
the virus,” (UNB, 2020). With all this complication, people are also afraid to go outside and get
a test done. Due to numerous reports of mismanagement people have lost faith and stopped
visiting hospitals unless there is an emergency, not only to avoid infection but also harassment
from the facilitators.
Desired Service vs Adequate Service
Hospitals and diagnostic centers are in many cases refusing to treat or test patients even
when they are not showing corona symptoms or running a very mild fever. They ask these
patients to show corona negative report and we all know it takes days to get these reports by
then the condition of the service taker might worsen, which in various cases has led to death.
Among these death some of them had no corona symptoms but came only for kidney and
cardiac ailments. Under these circumstance people are in no want for a desired service but
as long as they are getting the adequate amount of service they are more than willing to
receive them.
This corona pandemic is a situational factor that the service provider nor takers has control
over. We all know that, until a suitable vaccine emerges, everyone has to cope-up with this
current situation somehow.Still the many people expect to get the adequate amount of service
as promised from the providers. However, these testing centers around our country has even
failed to produce the adequate service a customer should receive. Their safety is at stake in
many places. Especially, the people waiting in line for corona test. Many of the people are
waiting in line is not even maintaining the minimum distance among them, endangering people
who just went there for test but does not have corona. Only a handful of diagnostic centers
have corona testing facility. Most of them does not Bio Safety Level (BSL) 2. Whereas World
Health Organization has given a guidance to maintain a BSL 3 lab. A breakout in one lab may
endanger everyone present in the premises. On top of that, many hospitals and diagnostic
centers authorities and officials often misbehave with the patient, if someone comes with cold
fever, asthma and cough, many victims complained (Daily Industry, 2020). A patient never
4. Page | 3
expects harsh treatment while receiving service, as he or she is already in peril but behaving
roughly with them only reduces the trust on the health care industry. Also, some doctors are
taking advantage of this situation and charging addition fees from the customers (Daily
Industry, 2020). Government, however, has promised to put an end to this kind of activities.
We cannot brass of the fact that the technicians, nurses and doctors are at risk as well. “We
used ordinary surgical masks and gloves as protective gear. Those items were below
standard, without a doubt,” claimed Shahidullah, chairman of the dermatology and
venereology department (DhakaTribune, 2020). This statement also proves that, from their
point of view, they are also limited in terms of giving service as we cannot lose the minimum
amount of doctors we have.
1. Explicit service promises: Health is a basic need of everyone in this world
and service providers are endowed with the task to provide them under any
circumstances.This pandemic has derailed the health providers and diagnostic
centers from their promise.People seeking help are returning without any tests.
If we look at the case of Shahdat Hossain who went Labaid Diagnostic Center
at Merul Badda, we can see that he was denied of an X-ray test on top of that
they forced him out of the hospital without any test and misbehaved with him
the same time. There are numerous cases like this happening across the
country. This is a clear evidence that, they have to fail to keep their service
promises and managed to lose the trust of their customers at the same time.
But the doctors are at risk as well as it is suspected that a sizeable number of
people do not showany symptoms despite being infected with the corona virus.
2. Implicit Service promises: Every diagnostic center has an implicit service
promise to treat the patients with upmost care and conduct tests diligently. If
we look at our surroundings, this has proved to be false in the past two months.
Not only did they not care about the patients’ health they ignored them by
shutting down their facilities temporarily. Newspapers are flooded with news of
harassments of patients as the patients moved from one testing center to
another for simple tests.
3. Word of mouth: Negative word of mouth is spreading like fire and further
reducing the faith placed on service providers and creating ambivalence in
service seekers minds. Every day, newspaper as flooding with negative
remarks on the health care providers, which are than being shared by many
over the net. Customer now even with serious condition want to stay inside
their houses and avoid any kind of testing believing the fact that they will return
empty handed. People also know that, both parties are at risk and shortage of
necessary protective kits are mainly leading to this woes. As we can see from
a report that 150 doctors of his hospital were forced to go into quarantine after
two of them were found to be infected. The two doctors had handled a male
patient who hid his symptoms to avoid quarantine (AlJazeera, 2020).
4. Past experience:Bangladesh was never perfect in management the country’s
health from past. Many patients has allegations against the health care
industry. However, many reputed diagnostic center still management satisfy
their customer through proper and desired level of service. However, a health
emergency like this has put immensepressureon all the aspects of health care
industry including the diagnostic centers where tests of all sorts are primarily
done and on mismanagementat their point canlead to death of a patient. Given
the current temporary closure of many testing centers and chambers the
experience has never been bitter among the customers as many failed to
receive any service even after trying 3 or 4 times. Patients are increasing, but
service capacity is not increasing at all as per the claim. Doctors, nurses and
health workers are performing with less safety measure. There are shortage of
standard quality Personal Protective Equipments (PPE) (Daily Industry, 2020).
When observing such phenomenon, patient are more willing to stay home due
5. Page | 4
to the fear of being contracted from someone else or the service provider while
receiving the service.
Zone of Tolerance
Zone of Tolerance has seeming narrowed down due to the fact that customer with less time
in hand tend to have low zone of tolerance. Adding the fear of the pandemic, they want to
receive the service as soon and as safe as possible. The patient visiting the diagnostic centers
are mostly emergency patients who must have to test result to know what kind of disease are
cause them suffering or getting an update on their current condition of the chronic disease.
However, many patients with emergency cases are not getting admitted in the hospitals as
physicians and hospital authorities are declining to get them admitted in fear of COVID-19
transmission causing immense sufferings to the general patients (Daily Industry, 2020). This
kind of incidents only lowers their zone of tolerance as it becomes a life and death situation
for the service takers.
Customer Satisfaction
With customer complaints rising on daily basis, the satisfaction is just a far-cry under corona
outrage. We already know, government hospitals has always failed to live up to customer’s
expectation and can hardly satisfy the customer. Private hospitals on the other hand used to
provide satisfactory service specifically the top rated ones. But the picture has taken a turn for
the worstand satisfied patients are hardly a catch.Similar scenario is present in the diagnostic
centers as well. First of all, the diagnostic centers are related with the hospitals doctors. If a
patient cannot visit a doctor they cannot go to a diagnostic center to do any kind of test.
However, it is been noted, even when they have referred test lists from certified doctors,
diagnostic center still stop the customer from doing the test mostly due to fear of corona. Most
of the private hospitals and diagnostic centers refer the patients to the government hospitals
on excuse of safety issue.But, condition of the government hospitals is moredilapidated (Daily
Industry, 2020). Customers arereturning moredissatisfied without receiving service has again
raised the quality of service in healthcare industry and government’s capacity in handling crisis
situations. Customers are resorting to self-treatment of using antibiotics, which WHO has
strictly prohibited without doctors’ advice. However, everyone is getting desperate in the
current condition and is looking for a solution. Even a minor fever is leading people to take
azithromycin, which is not a good treatment method even when it reduces their fever. Visiting
a doctor has become difficult for the lack of space in the facility. Maintaining a safe distance
is necessary but adequate space is not there. This proximity between HCWs, patients and
caregivers serve as a dangerous pool for rapid transmission of Covid-19 (The Daily Star,
2020). This kind of situation only increase the distress among the mass people giving them
more of a cause to stay home.
Point of Evaluation
1. Interaction Quality: The quality of interaction amidst the social distancing has
not been favorable for the either party. It has been observed that Physicians,
nurses and other attendants in the hospitals treating patients are still not
adequately sincere and devoted to their tasks (The Financial Express, 2020).
On top of that we can also see that patients themselves are putting the lives of
the healthcare workers in danger. A recent incident led to sealing of a
diagnostic center in Panchagarh after a corona patient intentionally hide her
condition and went there for a test (UNB News, 2020).
2. Physical Environment Quality: Physical environment quality has mostly
changed in the protection department. Every staff is now equipped with PPE
for safety and disinfection is being carried out on every stage of inspection.
Measures have been taken to maintain social distancing in the premises. Still
there is not adequate space to allocate all the patients.
6. Page | 5
3. Outcome Quality: Majority of people could not get tests done and resulted in
no outcome. People risked their health in this pandemic to visit these centers
only to end up without any result and visiting from one door to another. As most
clinics, diagnostic centers and doctors’ chambers in the capital remained close
or unattended many people are in dire trouble without treatment and diagnosis.
Service Quality
1. Reliability: As many doctors have stopped attending their chambers in fear of
contracting the infection people are not getting the referral for tests. On top of
that diagnostic centers tests have reduced significantly due to the absence of
technicians. One another reason can be the extreme shortage PPE that is
preventing this healthcare workers to give service and feel safe.
2. Responsiveness:Service providers have been busy in most parts saving their
own life while forgetting their original duty. Service seekers complained that
both government and private hospitals imposed restrictions on the entrance of
patients with fever and flue with the suspicion that they might be infected with
coronavirus (NewAgeBD, 2020). Lack of safey for the service provider is being
questioned here as well as Dr Ehteshamul Haque Chowdhury Dulal, Secretary
General of BMA said, “The government has shortage can’t ensure the safety
of doctors, nurses and health workers” (Daily Industry, 2020).
3. Assurance: The doctors are still experts in their part but the lack of supports
has resulted in loss of faith on them. Abdul Majid was able to visit a doctor but
could not get a colonoscopy done due to the absence of technicians at Popular
Diagnostic Centre even after coming from a very far place (BDnews24, 2020).
4. Empathy: In many occasion the doctors or technicians has failed to show any
sympathy while giving service. There are allegations galore that doctors and
other medical attendants there are not very sympathetic towards their patients
(The Financial Express, 2022). They behaved rudely to service taker while
telling them to leave the premises.
5. Tangibles:Dhaka being one of the most densely populated cities in the world,
health facilities often have up to four persons per ten meter square of floor
space, partly due to patient caregivers who provide much of the daily nursing
duties (The Daily Star, 2020). Still we can observe the diagnostic centers that
are working are maintaining safety measure using safety equipment’s and
maintaining social distance as much as possible while disinfecting the area.
Service Blueprint: Saic Digital Diagnostic Lab
For developing the blueprint of a service in a Diagnostic lab we have chosen Saic Digital
Diagnostic Lab. It is in service since 2008 in Mirpur 1. It has been providing relentless service
since then. They have a range of service given to the patient. We will assuming the patient
will be visiting the premises to have a blood test done. There will be two different blueprint,
one that was present in the past. The second one will be after the corona pandemic that
highlight the changes of the blueprint as well.
9. Page | 8
Old Service Blueprint
The customer will first arrive in front of the Saic Diagnostic Center and will be greater by the
gatemen. He will have a look at the outer decoration of the center and the gate, which will he
use to enter. Following that, the customer will visit the reception and have discussion with the
receptionist regarding where he can do the test and get the cost details and such. Here the
interior of the center will be observed by the customer like, direction charts, test charts with
costs and other factors.After getting the information, the customerwill then move to the report
submission counter where he will discuss with the Nurse regarding the tests he needs to carry
out. The nurse will inform him about the cost of the necessary test and tell him to make an
advance payment. The counter of service, dress-up, equipment’s used can be the physical
evidence. Here, the customer will be having a blood test. Once he makes the payment and
the cash is collected by the Nurse, which than will be entered in the patient registry system.
Following that, the customer will be provided a token and have to wait for some to reach his
serial number. Token and waiting area where he will sit will be tangibles. Soon after that, an
assistant nurse will come and accompany the patient to the lab room. There, the blood
pressure of the patient will be checked to validate if he can give blood or not. Once it is done,
a phlebotomist will come to collect blood and use the blood collection kit to draw the blood
from the patient. During this procedure, the phlebotomist will be assisted by nurse. The medi-
kit required are refilled by their supplier boy each time it ends. Soon after storing the blood
sample, nurse will forward it to the technician who will be using the Blood testing machine to
carry out the diagnosis and get the report. Once the patient gives the sample, he will move to
the report booth again to collect his receipt and information regarding receiving time. After
that, customer will leave the premises and wait around 4-5 days for the report to arrive. Once
the diagnosis is done, the technician will generate the report and forward it to the bill
processing counter. After waiting, customer will again visit the center and move to the report
collection booth, which is the same booth for report submission. He will give his report and
details to get identified. Once,the procedure is done and final clearance carried out, diagnosis
report and bill will be handed over to the customer and data will be stored in the registry
system. With the report in hand, the customer will leave the Diagnosis Laboratory center.
The New Normal Blueprint Changes
In the New Normal Blueprint of giving service for the blood test, all the previous steps are still
intact with some added steps and physical evidences. Therefore, instead of going over the
whole process again, we will see the areas of changes. Firstly, after arriving at the gate and
while climbing up the stairs, customer will have to wash his hands on the given buckets using
the hand wash provided. Following that, he will move upwards and then will be sprayed a
disinfection spray on his hands and a Temperature checking handgun camera will be used to
quickly gauge his temperature. If the temperature is 100 or more, then the customer will be
denied of access. Otherwise, he will enter the premises. There is a office staff designated to
carry out this task. The next change we can notice is after collecting the token. In the area,
now there is a safety guard roaming who is guiding the patients on social distancing and
cleanliness, such as stopping anyone from entering wearing outside shoes, maintaining
distance between sitting area. As soon as the assistant nurse arrives to take the patient to lab
room, just before entering the lab room another disinfection process is carried out for the
customer. In case of backstage employee, a premises cleaner is observed cleaning the area
on a regular interval, and the whole area looks much more hygienic than ever. For the support
position, a special waste management person has been added who now manages the waste
generated after tests every day. In the past, the Medi-kit supplier boy used look out for this
kind of things. When the patients leaves and reenters the premises he has to go through the
cleaning and temperature checking process once again to have access in the center.
10. Page | 9
What lead to such changes?
As we have observed how, uncertainty of getting infected by the invisible virus has griped us
hard. It has manage to halt the health care system for quite a long time. Many things lead to
this chaotic situation. First of the lack of preparation by the government has obviously caused
panic. There was clear shortage of PPE that the doctors needed to treat the patient, which
then lead to the temporary closure many facilities. We also have to rememberthat, health care
workers are human being too, and they have the right to feel fear as well. Of the total number
of people found infected with coronavirus, 11 per cent are reportedly doctors, nurses and other
health workers. The rate, compared to the global rate of 1.46 per cent, is very high (The
Financial Express, 2020). This tells us, how much of a risk they are also taking to take care of
us. There is not enough space in most of the diagnostic centers as well, and in busy hours the
area is overcrowded with people endangering everyone for viral infection. Hygine was always
a clear concern for many health care facility. They are believed to be clean, yet besides some
few well develop and know service provider, most diagnostic centers cleanliness was in
question. With the emergence of corona virus, we were again reminded the importance of
staying clean and how it can protect us from many kind of diseases.
Most visible changes in New Normal life
While visiting the diagnostic center, it is clear that, the best changes that were broth in was
the hygiene factor. Every patient now entering the building washes their hand properly and is
disinfected in both hands and feet. On top of that, they cannot bring their shoes inside the
diagnostic center, making the area more secure than ever. They have also focused on the
waste management as well, as virus from wastes can spread and cause infection.
Where, there used to be casual dresses for the staffs, now everyone is wearing PPE making
the customer more at ease while they stay safe as well. Appointing new staff to maintain the
order in the waiting area is a brilliant move as well. It ensures social distancing even when the
patient is aware about the term. The implementation for better standard was always needed
for all the diagnostic center and the one I visited is surely following their newly developed
standards.
A mobile future
Now that health care system is in disarray many patients have taken things on their hand like
consulting just a local pharmacistand taking antibiotics for a simple fever. However, The WHO
has recommendedagainst using several drugs including azithromycin, remdesivir and plasma
therapy for the treatment of Covid-19 (Dhaka Tribune, 2020). Dr. Barakat Ullah said “patients
can also seek such advice through email and video conferencing at this critical moment. In
emergency cases, patients should visit major hospitals in the city” (The Independent, 2020).
A woman saw patients not taking precautionary measures, so instead visiting she uses the
telemedicine services when she needs advice for herself and her parents (UNDP, 2020).
However, in case of diagnostic center we need to deliver sample directly. To make this
possible institute like Pravaa health and Health Bridge BD are coming to the patients for
collecting samples. The industry itself is moving towards more e-healthcare service than ever.
This will not only make the patients realize getting home service for basic problems better.
This will reduce clutter in the service area and the rate of contraction.
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