SUPPLEMENTARY SERVICES: SERVICE FLOWER

In document How to prepare project report for new hospital (Page 29-34)

Information

In a hospital, providing information refers to making the patients or the general public aware of the services and facilities offered by the hospital.

At EMERALD, this is done in a number of ways.

Information to the general public: The hospital has its own website at www.emerald.com, containing details about the location, services, etc.

New customers or patients in general: A ‘patient guide’ is made available in each room. This guide provides various points for the patient’s knowledge and information, right from booking and cancellation procedures, admission rules and procedures, visiting hours, meals, and facilities for relatives and discharge procedures, to procedure for payment of bills.

During the patients stay in the hospital: Information regarding services, facilities or various procedures is also provided by the employees as and when the required or on the patient’s request. For example, at the time of discharge, the ward sister gives the patient a summary as to the formalities like processing papers with insurance company etc.

Consultation

In any hospital, treatment is provided only after a preliminary check-up and/or various tests. Preventive healthcare facilities at EMERALD include a range of sophisticated tests and consultations.. The hospital has 24 hour diagnostic services and state-of-the-art laboratories that help the medical team (doctors and surgeons) diagnose the patient’s problem and suggest treatments.

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Order taking

In a hospital, this is usually in the form of admitting or registering the patient. The process of admission in any hospital should be simple, easy to understand, fast and accurate. Means of quick registration must also be provided for in the case of emergencies. At EMERALD the registration and necessary formalities are done immediately.

Hospitality

This is becoming increasingly important in the healthcare sector, particularly in hospitals as the expectations of people towards medical care are ever increasing. No longer are they limited to only the clinical outcomes but also involve the delivery process, margin of safety and behavior of personnel.

The EMERALD provides a host of conveniences to patients and their relatives.

Service to patients:

• A choice of packages from twin sharing, single room and deluxe suites are available to patients.

• A lot of care has been taken to ensure that the patient does not feel walled in.

For example, all rooms have natural and indirect lighting with huge windows and in some cases, terrace gardens. A number of facilities are provided to the patient such as a television, in-house meals etc. So as to make the room aesthetically pleasing and improve patient mentality (they are usually depressed), all medical sockets, instruments or attachments are hidden from view, behind a panel beside the bed.

Service to relatives:

The EMERALD hospital in Mumbai provides a separate family waiting area for relatives of patients in ICU. Each cubicle in the waiting area has provisions for sleeping such as a bed, pillows, blankets etc. The reason for such an arrangement is that, in the ICU cases, one person should be present in the hospital 24 hours so that he is available to sign the consent form. Patient number is allotted to the relatives bed and in the case of an emergency; the relative is immediately called by the secretary in charge.

Relatives also enjoy facilities like internet connection, a hygenic cafeteria, prayer rooms, library, public call booths, coffee machines, a gift shop etc.

Safety /Caretaking

Safety and hygiene is of utmost importance in any hospital. On the safety front, the EMERALD measures up to the highest international standards, including major/minor operation theaters, keeps a dust free environment, special peat filters for maintaining air quality and highest degree of sterility etc.

Bills/Billing

Hospitals should ensure that billing and payment procedures are quick so as to enable the patient to return home soon after discharge.

At EMERALD, two types of bills are generated i.e. Interim bills and Final bill. The interim bills are generated to give on a bi-weekly basis. They give the patient an idea about the charge payable for the specified period. It helps is avoiding any confusion at the time of generating the final bill. The final bill is generated at the time of discharge. This considers all the interim bills and the advance deposit paid.

Payment

There is a separate business centre for payment of bills. An approximate bill amount is collected as deposit before discharge, which is considered at the time of final bill.

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Exceptions

These usually occur in the form of emergencies. Hospitals must be well prepared to face any kind of unexpected emergency. For example, EMERALD has special procedures for emergency cases.

Quality dimensions

The rapidly expanding scope of healthcare has led to increasing complexity in its delivery. Patient satisfaction is increasingly taken as an important measure of quality.

There is increasing willingness to provide protection against illnesses by way of healthcare insurance. This has made it pertinent that management of quality is done on a wider basis than mere medical audits.

Implementing quality system controls the cost by:

a. Reducing unnecessary interventions.

b. Getting it right first time of repeat surgery.

c. Avoidable complications e.g. post-operative infections.

d. Imbalances of resources: Lack of theatre time or lack of access to diagnostic facilities leading to increased length of stay.

e. Employee turnover and consequent training costs.

RATER

Reliability - Reliability refers to the ability to perform the service promised, dependability and accurately.

Assurance - Assurance refers to freedom from danger, risk or doubt. It includes creditability, competence, security and courtesy. EMERALD is high in assurance. The hospital also has a world-class team of doctors and surgeons.

Tangibility - Tangibility refers to the appearance of physical facilities, equipment, personnel and communication material.

Empathy - This includes access, communication and understanding of the consumers.

Responsiveness - EMERALD is also high in responsive i.e. the willingness to help the customer and provide prompt service. It has special procedure in place for emergencies and quick complaint handling procedures. The employee also goes out of their way to help both the patients as well as their relatives.

The main products of hospitals are medical services. In addition to medical care, EMERALD DIABETES HOSPITAL also imparts education, training and research facilities and also educates and train paramedical officers, nurses and other technical staff. With the changes in environmental conditions, the staff at emerald has put in tremendous amount of efforts for acquiring sophisticated equipment and appliances, put in process the state-of–art-technology, aquired various quality certifications and also ventured into strategic tie-ups with renowned research and development companies.

Medical Care

At EMERALDthe most important functions are to give care to the sick, to render services to the injured and restore the health of diseased persons. We believe in controlling and managing the entire life of a diabetic patient. All the services like line, staff and auxiliary divert a close attention.

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In document How to prepare project report for new hospital (Page 29-34)