2. Context
About NH
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• Narayana Health maintains a network of hospitals across, with a major presence in Karnataka and
eastern India and a rising foothold in northern, western, and central India.
• They have an international hospital in the Cayman Islands.
• NH Group has 21 hospitals in total, 19 of them are NABH-accredited and 2 are JCI-accredited.
Shri Mata Vaishno Devi Narayana Superspeciality Hospital
• Shri Mata Vaishno Devi Narayana Superspeciality Hospital is a NABH-accredited hospital in Katra,
J&K.
• It was launched on April 19, 2016, in collaboration with 'Shri Mata Vaishno Devi Shrine Board'.
• caters to patients across more than 20 specialties with a special focus on Cardiology & Cardio-
Vascular Surgery, Medical & Surgical Gastroenterology, Orthopaedics & Joint Replacement, Renal
Sciences, Medical, Radiation & Surgical Oncology (Cancer) and Critical Care Medicine.
3. Context
About Our Visit
We visited Shri Mata Vaishno Devi Narayana Super Specialty Hospital on 15th October with our whole
batch, and based on our experience, these are the Positive points of the Hospital:
• Optimum Utilization of Space and Resources.
• Utilization of natural resources in an effective and environment friendly manner.
• Efficient Hospital Planning and Designing Which helps in easy and systematic movement of patents
and their families.
• Providing healthcare for those patents who come under Ayushmaan Bharat Scheme
4. Issue 1: Inconvenience of location for various stakeholders.
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Antecedents - Less patient footfall and higher attrition rate in hospital workforce. Comfort
is one of the key feature of value based healthcare and location inconvenience is a major
hindrance in acquiring both patients and human resource.
Solutions
• Salary hike and increasing employee benefits like free transportation.(Motivation)
• Rewarding and promoting employee who completes five years.( Positive
Reinforcement)
• Create Hub & spoke model, tele-medicine, online patient portals and app.
• Subsidizing transportation facilities for patients.(Immediate Gratification)
5. Issue 2: Sentinel events and tendency of covering it up
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Antecedents- Sentinal events caused due to medical error and negligence are inevitable
in healthcare facility but covering them up to save credibility of hospital is unacceptable
and unethical. Value-based healthcare programs are designed to reward providers for
delivering the highest quality of care which is far off from errors.
Solutions
• Record keeping of sentinel events and increasing accountability through negative
reinforcement, for instance removing employee benefits and punishing in case of
repeated medical errors.
• Incorporating strict checklists and protocols and training the workforce through
operant conditioning.
6. Issue 3 : Inequity in quality for all
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Antecedents- Feeling of inequality in treatment as separate buildings are allocated for
patients, insured under Ayushman Bharat scheme of government vis-a-vis those which are
self-financed.
Solution
s
• Ensuring equal delivery of quality healthcare by appointing nodal officers.
• Diversity Training of healthcare staff by increasing awareness of personal and
subconscious biases.
• Address issues of bias quickly and openly.
7. Recommendations
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Short term
Long term
• Reduce error, increase transparency and thus build trust.
• To get accredited with international organization and keep up with international
standards, Example - JCI Accreditation.
• Collaborate with local government and civil societies for holistic development of
that area.
• Invest in advertising and en-cash upon medical tourism.
• Community outreach programs for building trust and to increase patient footfall.
• Surveillance, transparency and automation.
