Happy Hospitals

Make

Happy Patients

Happy Hospitals

Make

Happy Patients

Dr. R. S. Chahal

HAPPY HOSPITALHAPPY HOSPITAL

Morale is high Surroundings are comfortable Employee turnover is low Patient queries are never unanswered Where customers become friends and referral generators CEO is on call 24/7 Quality is the Hallmark Doctors are attentive and sympathetic Management is responsive

Morale is high Surroundings are comfortable Employee turnover is low Patient queries are never unanswered Where customers become friends and referral generators CEO is on call 24/7 Quality is the Hallmark Doctors are attentive and sympathetic Management is responsive

“This is the type of culture & service that delights the patient and makes

the hospital most successful”.

HAPPY PATIENTHAPPY PATIENT

Who is recognized as a person, given due

respect and attention, whose opinion / story

is listened to and ultimately receives high

quality health service with less hassle and at

affordable price with transparency at all

levels.

Who is recognized as a person, given due

respect and attention, whose opinion / story

is listened to and ultimately receives high

quality health service with less hassle and at

affordable price with transparency at all

levels.

HAPPY PATIENTHAPPY PATIENT

We may have the latest in medical gizmos

and the best surgeons & even the latest

cutting edge medical techniques, still to

make your institute a success story you

need happy patients.

We may have the latest in medical gizmos

and the best surgeons & even the latest

cutting edge medical techniques, still to

make your institute a success story you

need happy patients.

HAPPY PATIENTHAPPY PATIENT

“The happiness of patient” is at the heart of all activities

related to the success of the hospital.

Happy patient is one whom you can confidently ask the

following two questions and get a Yes for an answer:

Will you return?

Will you refer?

A loyal, happy patient will do both.

Aim for 90% positive answer but even 50% will do for

pass marks.

“The happiness of patient” is at the heart of all activities

related to the success of the hospital.

Happy patient is one whom you can confidently ask the

following two questions and get a Yes for an answer:

Will you return?

Will you refer?

A loyal, happy patient will do both.

Aim for 90% positive answer but even 50% will do for

pass marks.

QUALITYQUALITY

“The secret of success” begins and ends with

“QUALITY”.

The need to improve quality in healthcare is

increasing.

A major component of quality of healthcare is

patient satisfaction.

“The secret of success” begins and ends with

“QUALITY”.

The need to improve quality in healthcare is

increasing.

A major component of quality of healthcare is

patient satisfaction.

BOARDROOM TALKBOARDROOM TALK

“Patient happiness is being discussed in the boardroom all across the globe”.

Lot of investment is being made, which unfortunately ends up being a gimmickry e.g.:

Reorganizing floors and staff

Computerizations

Pamphlets

Free treats

“Patient happiness is being discussed in the boardroom all across the globe”.

Lot of investment is being made, which unfortunately ends up being a gimmickry e.g.:

Reorganizing floors and staff

Computerizations

Pamphlets

Free treats

NEED OF THE HOUR IS - CHANGE OF VISION

NEED OF THE HOUR IS - CHANGE OF VISION

“New vision should clearly define that improvement in quality is far more critical than quantitative growth”.

This vision will help us to contribute towards the well being of our community.

“New vision should clearly define that improvement in quality is far more critical than quantitative growth”.

This vision will help us to contribute towards the well being of our community.

WHAT TO DOWHAT TO DO

For “HAPPY CULTURE”.

You have to depart and depart radically

from traditional hospital management.

For “HAPPY CULTURE”.

You have to depart and depart radically

from traditional hospital management.

TRADITIONAL HOSPITAL MANAGEMENT

TRADITIONAL HOSPITAL MANAGEMENT

Hospitals emphasize static domain of

authority

No formal measurements of performance

No goal setting

No process of continuous improvement

Hence employees become dull & callous towards their monotonous routine.

Hospitals emphasize static domain of

authority

No formal measurements of performance

No goal setting

No process of continuous improvement

Hence employees become dull & callous towards their monotonous routine.

WHAT HAPPY HOSPITALS EMPHASIZE

WHAT HAPPY HOSPITALS EMPHASIZE

A broadly communicated mission

A supportive learning culture

Universal measurement of efficiency

Benchmarking

Systematic process improvement

“This shift in management thinking has astonishing results in worker & patient satisfaction”.

A broadly communicated mission

A supportive learning culture

Universal measurement of efficiency

Benchmarking

Systematic process improvement

“This shift in management thinking has astonishing results in worker & patient satisfaction”.

PATIENT CONTACTPATIENT CONTACT

Top management needs to be in direct contact with every patient

Every single individual needs to be given due respect

It should be akin to a welcome letter from the manager once you check-in a 5 star hotel

Top management needs to be in direct contact with every patient

Every single individual needs to be given due respect

It should be akin to a welcome letter from the manager once you check-in a 5 star hotel

EMPLOYEE MORALEEMPLOYEE MORALE

The single biggest factor in patient

satisfaction is hospital employee morale,

which is the direct reflection of thinking at the

very top management level.

The single biggest factor in patient

satisfaction is hospital employee morale,

which is the direct reflection of thinking at the

very top management level.

EMPLOYEE MORALEEMPLOYEE MORALE

Cut other hospital costs but pay your employees extremely well. The old dictum stands good that if you offer peanuts, you will get monkeys only.

Reward their good work financially as well as with celebrations.

Such hospitals don’t have staff shortages. They always have enough nurses, well-trained nurses and above all well motivated nurses.

Cut other hospital costs but pay your employees extremely well. The old dictum stands good that if you offer peanuts, you will get monkeys only.

Reward their good work financially as well as with celebrations.

Such hospitals don’t have staff shortages. They always have enough nurses, well-trained nurses and above all well motivated nurses.

SECRET OF HAPPY HOSPITALS

SECRET OF HAPPY HOSPITALS

“They spend a lot of time training their employees”

Up to 2 weeks should be spent in culture learning for any full time employee

“They spend a lot of time training their employees”

Up to 2 weeks should be spent in culture learning for any full time employee

PATIENT ENGAGEMENTPATIENT ENGAGEMENT

This is a new “Frontier” in health reforms.

For generations, the relationship between healthcare providers and patients was a one-way street – No questions asked.

This type of healthcare is now outmoded in the “Internet Age”.

Patients need to get engaged in their own healthcare decision making.

This is a new “Frontier” in health reforms.

For generations, the relationship between healthcare providers and patients was a one-way street – No questions asked.

This type of healthcare is now outmoded in the “Internet Age”.

Patients need to get engaged in their own healthcare decision making.

SCIENTIFIC BACKINGSCIENTIFIC BACKING

“Scientific studies point that patients may

have a better overall experience (Happiness)

if they are engaged and hence have

increased stake in their care”.

“Scientific studies point that patients may

have a better overall experience (Happiness)

if they are engaged and hence have

increased stake in their care”.

NEW MOTTO ?NEW MOTTO ?

What should be our new motto in the days to

come?

“Patient Centered Care”

What should be our new motto in the days to

come?

“Patient Centered Care”

PAY FOR PERFORMANCE SYSTEMPAY FOR PERFORMANCE SYSTEM

Hospital payments are getting tied to making patients happy.

HCAHPS (Hospital Consumer Assessment of Healthcare Providers

and Systems) survey is applicable in US. In this 3 of the 25

questions pertain to Doctor Communication:

During this stay how often did doctors treat you with courtesy &

respect?

During this stay how often doctors listened carefully to you?

During this stay how often did doctors explain things in a way

you could understand?

Hospital payments are getting tied to making patients happy.

HCAHPS (Hospital Consumer Assessment of Healthcare Providers

and Systems) survey is applicable in US. In this 3 of the 25

questions pertain to Doctor Communication:

During this stay how often did doctors treat you with courtesy &

respect?

During this stay how often doctors listened carefully to you?

During this stay how often did doctors explain things in a way

you could understand?

TO SUMMARIZETO SUMMARIZEWhat is expected by the patient:

Time with Doctors & Nurses (Patients want to talk about what is wrong

with them & what are their options)

Friendly surroundings

Better hospital food

Good nights sleep

Be clear about wait time

Multidisciplinary rounds

How quickly they can receive help in emergency

Pain control

Positive experience with nurse communication

Clear understanding of discharge instructions and medication

What is expected by the patient:

Time with Doctors & Nurses (Patients want to talk about what is wrong

with them & what are their options)

Friendly surroundings

Better hospital food

Good nights sleep

Be clear about wait time

Multidisciplinary rounds

How quickly they can receive help in emergency

Pain control

Positive experience with nurse communication

Clear understanding of discharge instructions and medication

WHAT CAN BE WE DO TO MAKE OUR PLACE A HAPPY PLACE ?

WHAT CAN BE WE DO TO MAKE OUR PLACE A HAPPY PLACE ?

We are in a competitive environment today and this is going to

be an important differentiation point.

Commit yourself to Quality

Doctors should undergo daylong courses to develop better

relationship with patients

Nurses should use checklists to ensure that nothing is

overlooked

Patient Satisfaction Officer (CXO) is a definite entity

We are in a competitive environment today and this is going to

be an important differentiation point.

Commit yourself to Quality

Doctors should undergo daylong courses to develop better

relationship with patients

Nurses should use checklists to ensure that nothing is

overlooked

Patient Satisfaction Officer (CXO) is a definite entity

The Answer is “QUALITY CONTROL PROCESS”

The Answer is “QUALITY CONTROL PROCESS”

Invite Outside Consultants to objectively measure patient

centered care. Some measures are:

Whether patients are getting all their questions answered?

Whether progress is checked on regular basis?

Whether hospitalization is minimum?

Whether hospital experience is improved?

Or

“Go for Accreditation”

Invite Outside Consultants to objectively measure patient

centered care. Some measures are:

Whether patients are getting all their questions answered?

Whether progress is checked on regular basis?

Whether hospitalization is minimum?

Whether hospital experience is improved?

Or

“Go for Accreditation”

CONCLUSIONCONCLUSION