Related to Health

1. Presented by Krishnkumar Pandey
OPTIMIZING SAMPLE
MANAGEMENT
PRACTICES AT
METROPOLIS
HEALTHCARE TO
ENHANCE
LABORATORY
EFFICIENCY AND
PATIENT
SATISFACTION
MBA JAN-2022 Batch
DPU-COL

2. 01. Introduction
TABLE
of contents
02. Objectives
03. Research Methodology
05. Recommendations
06. Conclusion
04. Findings

3. Introduction
• Leading Indian diagnostics company: Extensive chain across India, South
Asia, Africa, and the Middle East.
• Loyal customer base: Renowned for superior diagnostic tests and services.
• Comprehensive range: 4000+ clinical laboratory tests and profiles for various
needs.
• Early detection and monitoring: Empowering patients and healthcare
professionals.
• Raising the bar: Committed to accuracy, technology, customer experience,
and research.
• Sample quality = Testing accuracy: Precise results rely on proper sample
handling.
• Sample = Information carrier: A vital link between patient and diagnosis.
• Managing samples = Protecting patient care: Inaccurate results can impact
treatment and costs.
⚬ Consequences of errors:Longer hospital stays
⚬ Increased costs for hospitals and labs
⚬ Waste of resources and time
⚬ Compromised lab efficiency

4. 2
Turnaround Time: Track and analyze current
turnaround times for various tests offered by
Metropolis Healthcare.
Objectives
1
Process Efficiency: Analyze current sample
handling procedures from collection to analysis,
identifying bottlenecks and inefficiencies.
4
Patient Satisfaction: Conduct surveys or focus
groups with patients to understand their
experiences and expectations regarding sample
collection, communication, and result delivery.
3
Sample Integrity: Assess the adequacy of existing
sample collection, transportation, and storage
protocols for maintaining sample integrity.

5. Research Methodology
Research Design: Mixed-Methods (Quantitative &
Qualitative)
Target Population: Patients at Metropolis Healthcare,
Vidya Vihar, Mumbai
Sample Design: Stratified Random Sampling (50-100
patients) + Purposive Sampling (15-20 staff)
Data Collection:
• Patient Survey: Google form questionnaire on
experience (collection, turnaround,
communication, satisfaction)
• Direct Observation: Monitoring sample handling
procedures in selected labs

6. Top Strengths:
• Speed and Efficiency: 66.7% very satisfied with rapid test results, showcasing
core service excellence.
• Reliable Turnaround: ⏱⏱
66.7% never experienced delays, highlighting consistent
and predictable timelines.
• Engaging Communication: 50% very satisfied with clarity and timeliness, 75%
find staff helpful, demonstrating strong patient engagement practices.
• Loyal Patients: 66.7% very likely to recommend Metropolis, indicating high trust
and brand loyalty.
Areas for Improvement:
• Timeliness Consistency: ⏱⏱
16.7% received results faster than expected,
suggesting potential for improved communication and expectation
management regarding turnaround times.
• Sample Handling Awareness: ❓ 33.3% feel uninformed about sample handling,
highlighting a need for enhanced patient education and transparency.
• Test Integrity Concerns: 33.3% have some concerns, 16.7% very concerned,
emphasizing the importance of addressing patient anxieties and ensuring clear
communication about quality control measures.
• Hygiene Perception: 16.7% neutral, indicating potential for further improvement
in perceived cleanliness and patient comfort.
FINDINGS

7. • Communication & Timeliness:
⚬ Clear Turnaround Times: Color-coded systems, tiered schedules for easy
understanding.
⚬ Proactive Updates: SMS/email alerts for potential delays.
⚬ Educational Materials: Infographics, brochures in multiple formats and
languages.
⚬ Staff Training: Effective communication methods to address patient concerns.
• Test Integrity:
⚬ Quality Control: Highlight accreditation, showcase measures in communication
materials.
⚬ Transparency: Lab tours, information about test limitations and potential errors.
⚬ Consultations: Access to lab physicians to address anxieties.
• Patient Education:
⚬ Sample Handling: Campaigns on proper collection procedures, factors affecting
results.
⚬ Patient Portal & App: Integrated educational content, interactive quizzes.
⚬ Pre-Test Consultations: Explain testing process, answer questions.
• Hygiene & Cleanliness:
⚬ Regular Audits & Inspections: Maintain consistent sanitation standards.
⚬ Staff Training: Proper hygiene practices, equipment sterilization protocols.
⚬ Visible Initiatives: Hand sanitizer stations, cleaning demonstrations.
⚬ Patient Feedback: Gather suggestions, incorporate improvements.
Suggestions & Recommendations

8. Key findings:
• Strengths: High satisfaction with speed, efficiency, and staff, indicating a strong
service foundation.
• Areas for Improvement: Communication transparency, patient education, test
integrity, and hygiene present opportunities for growth.
Actionable Steps:
• Communication & Transparency: Tiered turnaround times, proactive notifications,
patient education materials, clear error information.
• Patient Empowerment: Interactive platforms, pre-test consultations, accessible
feedback channels, physician consultations.
• Hygiene Commitment: Regular audits, staff training, visible cleaning initiatives,
patient feedback integration.
Embrace Innovation:
• Explore automation, real-time tracking, and digital patient portals for enhanced
efficiency and convenience.
• Conduct cost-benefit analysis to prioritize investments for optimal financial and
patient benefits.
Continuous Improvement:
• Monitor key performance indicators, patient feedback, and staff insights.
• Adapt and evolve to navigate the ever-changing landscape of laboratory services.
Call to Action:
• Invest in patient-centric solutions to solidify your leadership position.
• Embrace a culture of continuous improvement and operational excellence.
Conclusion

9. THANK YOU
KRISHNAKUMAR PANDEY