Healthcare market in INDIA is blooming with newer technologies and effective care delivery.
The healthcare industry walks a demanding path. Organizations that intend to succeed in the future must aggressively design and implement new approaches and strategies for delivering and managing business operations, patient-care, and wellness services.
By leveraging technology to generate the environment and provide a thrust to the service sector such as healthcare, communication, and environment, the government has started various initiatives like Digital India, Smart Cities, Clean India, etc.
The key factor to determine how individuals perceive their quality of life is quality healthcare. More new challenges are introduced, or older ones are being brought to the fore with the advent of new consumer technology. This recent disruptive technology has been promoting greater patient power. Revolutionizing the way care is delivered, and in doing so, transforming societies, is the opportunity the most lithe and forward-thinking health economies have.
To strengthen everything from their brand to the way they deliver their services, healthcare providers are consolidating and integrating at a furious pace, especially clinically. It’s becoming increasingly commonplace for patients to be able to access their records across multiple settings.
Many new information systems, technologies, and inventions promise significant benefit and value. Balancing the ever-increasing technology demands and their related expense with provision of high quality cost-effective patient care is one of today’s significant organizational challenges. When appropriately deployed, Information Technology can support organizations in achieving their competitive leverage, market position, quality patient care, and efficient operations.
Fortunately, it is possible to prepare for the rigors ahead. Successful planning for implementation and use of organization-wide IT requires executive support and organizational commitment
“Feedback on Click” – Patient’s E-feedback application
In today’s era, the use of 360 degree feedback is need of the hour. This kind of multi rater system provides in depth trend of feedback and thus and offers valuable insight while unveiling areas for improvement. This differs significantly from the traditional feedbacks as this gather comprehensive feedback.
This involves feedback from HMIS (patient feedback software, website, Mobile application, Daily Rounds, Care calls, and a direct talk to management channel)
In-patient Satisfaction index is a measured through patient satisfaction index at all customer touch points. We have Patient / Relative in center for all our actions and processes.
- Technology for happiness in terms of Equipment, patient services, diagnostics,. Telemedicine will be a boon for linking protocol based treatment and documented outcomes
- Clear & Transparent System
- Happy Staff = Happy Patients
Communication- Direct Customer Feedback
A unique in-house feedback application is linked with our existing HIMS. The floor manager explains the patient regarding the feedback mechanism. The questions are defined in bilingual language making it ease of the patients.
Action – Real-time feedback notification, multi-level auto escalation, taking actions while on move
The score is to be mentioned just with a finger slide from 1 star to 5 stars. It becomes mandatory to write the reason for less than 2 stars.
Analysis- Sliced and Diced Feedbacks, trends are observed and daily report is generated
The respective department score reaches to department head via email / SMS before the patient is discharged. This is a real time feedback TAT wherein the complaints are resolved at the same time and patient can go satisfied.
The index has been improved by collaborative feedbacks from patients and now it is possible to track complaints / intervention areas for specific departments. The action taken is informed to patient relative keeping them informed. The readmission feedback has ensured that the action taken is in implementation aspect.
Patients are met by medical social worker to have unbiased feedbacks. The feedback from medical social worker is also analyzed on monthly basis. One step further, Care calls are initiated from corporate office which are then combined with the feedback.. So there is neck and neck channelized feedback to ensure patient stay as a positive memorable experience
As the technological innovation evolves, its reach continues to grow, changing all industries. From patient registration to data monitoring, from lab tests to self-care tools, technology is increasingly playing a role in almost all processes in healthcare.
Conventional monitoring and recording systems are being replaced with devices like smartphones and tablets and people, now, are provided with the choice of undergoing a full consultation in the privacy of their own homes. Services in healthcare are integrated with user-friendly, accessible devices and are being taken out of the confines of hospital walls with technological advancements.
However at the other side of the coin, implementing technology has major barriers of procurement and sustainability along with lack of skilled manpower to adapt to technology & return of investment in TIER 2 cities.
Organizations must balance the demands of rapid, technology-intensive services with quality cost-effective patient-care, regardless of setting, practitioner, or payer.
About the Author:
Ms. Ekta Modi, a keen learner and an avid reader, is a thorough Health Care professional with over 14 years of experience in various areas of Hospital administration mainly Quality, Patient Engagement, Operations and Human Resource. She is the Group Head –Operational Excellence at Sunshine Global Hospitals, Gujarat.
Ms. Modi holds various degrees and accolades, including Management Development Program (AIIMS), PG Diploma in Hospital Administration, Total Quality Management (Quality), BSc (Dietetics). Believing in patient centricity, she has developed many evidence based, process driven tools which help in analysis of patient and staff behaviors, helping the senior management take informed decisions. She has been part of educational activities at many organizations, including SPIPA Gujarat, TQM Gujarat, IHA, ELETS Delhi, and Aditya Birla Memorial Hospital.
Source :-The 10 Most Trustworthy Healthcare & Life Science Solution Providers
