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What? A 13 bedded nursing home in Delhi, providing primary & secondary care. When? 23rd Aug, 1992 By whom? Dr. Ashwani & Gurbeen Malhotra (Family Physicians) Why? To provide cost effective, friendly medical care U.S.P? Personal touch and patient friendly environment.
People
ances Fin
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Brand A
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Ser v
Visu
POSITIVES
-Personal Touch -Convenience
RESEARCH METHODOLOGY
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POSITIVES
-Reputation of owners -Commitment of Staff
POSITIVES
- Reasonable prices - Finance not the driving force= TRUST
POSITIVES
-Goodwill of owners -Homely Environment -Trust in advice
- Transparent billing procedure - Key medicines & labs available - Cashless Facility
1
Interviews
NEGATIVES
- Inadequate expansion - Lack of facilities like ultrasound, digital Xray - Not truly a 24 hr hospital - Reliability of Lab - Lack of facilities in deluxe rooms
NEGATIVES
- No supervision, incentivization/ punishment -Retention & training of staff - Idea & Vision of Swasthik not shared
NEGATIVES
- Lack of focus on finances - No fixed charges-led to mistrust
NEGATIVES
- Visually unappealing faade - No promotion - Difficulty in locating Swasthik - Quality of healthcare not associated with Swasthik
NEGATIVES - Housekeeping & admin. processes not streamlined - Lack of dedication & focus of consultants - Low average occupancy rate - Delay in emergency services - Flawed billing system - Vacant rooms were misused
2 3
People
es
PATIENT EXPERIENCE
Questionnaires - Observing it in action - Taking a visual tour Observation - Competition study - Anonymous Opinions & suggestions
FRAMEWORK
Financ
Service
&
Facilitie
SERVICES OFFERED
In
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Mate
24
& ty ni
Child
S
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Suggestion Box
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ical servic
r Servic e the
t pa
ient servic
es
m ur e erge ho
24
servic es PD
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nc
Visu
Ser v
ances
People
l&
Brand A
ice
& Faci li
ea pp
l
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Room Re Categorization
- Max. utilization of existing resources - Simplification - Demand oriented categorization
Retention & Recruitment Logo & tagline Tools - Redesigned the identity of
- Nurse of the Month: monetary prize & recognition - Inpatient Feedback form: gives feedback on staff - Attachment with training institutes the centre: gave it a more organic, softer touch, retaining the original elements
COSTS:
63% 10% 9% 8% 6% 4% Salaries Basic Infra Bills Lab Referring doctors Payment to Govt. Canteen
- Easy Analysis - Info about utilization of rooms can be easily deduced - Info about how many patients under which doctor is easy to find The Hub - Comparing revenues across - Polyclinic Concept months is an easy task - Way to advertise to doctors - One stop for diverse specialities - Increasing Footfalls A new Financial Model - A regular system of filling 1 page every month, that gives the idea of how much revenue is generated from each service. - Also, became possible to compute monthly profit & loss easily.
Facade
- Redesigned the boards to clearly define & communicate the centres USP and updated the consultants list.
Training Methods
- Developed a training module based on ideal patient experience - Library - Environment of learning - Regular training sessions - Training manual - Special Workshops
Lab Service
- Accessibility: Home service, 365 days facility - Reliability: computerization, skilled staff - Marketing: Building brand, getting consultants to invest
KEY ISSUES
- No current profits for reinvestment - Need to focus on areas of quick returns, so as to earn the money for long term investments - Huge scope in maternity & childcare dept.
Feedback tools
- Inpatient feedback form - Suggestion box for anonymous comments and suggestions from staff, patients and doctors.
Motivational tools
- Posters in work area - Motivational meetings - Target setting - Assigning leadership at all levels
SWASTHIK
MEDICAL CENTRE
Patients First
Summer Internship
Duration of Project: 2 Months Aim: Design Audit, System Intervention
CONTEXT
A
Bigger Hospitals eating up the business of smaller nursinghomes Commercialization of healthcare; trust linked to money Challenge to attract the doctors to smaller nursing homes
Mate
In
24
r Servic e the
t pa
ient servic
es
r emerge ou h
& ity n
Child
stigation ve s n
g ur
ical servic
SERVICES OFFERED
es
vic er
es
24
servic es PD
nc
1
Interviews
2
Questionnaires
Suggestion Box
FRAMEWORK
People
Financ
es
PATIENT EXPERIENCE
Service
&F
acilitie
Fin
ances
PROBLEMS
- No current profits for reinvestment - Need to focus on areas of quick returns - Very tough to analyze finances - No fixed charges-lead to mistrust
COSTS:
63% 10% 9% 8% 6% 4% Salaries Basic Infra Bills Lab Referring doctors Payment to Govt. Canteen
Fin
ances
KEY IMPROVEMENTS
Simplified Financial Recording System
- Easy Analysis of profit from each area - Info about utilization of rooms easily deduced A new Financial Model - Comparing revenues across months is easy - Regular system of filling 1 Pg/month, to give an idea of how much revenueis generated from each service. - Also, became possible to compute monthly profit & loss easily.
KEY IMPROVEMENTS
Room Re Categorization
- Max. utilization of existing resources - Simplification - Demand oriented categorization
The Hub
- Polyclinic Concept - Way to advertise to doctors - One stop for diverse specialities - Increasing Footfalls
Feedback tools
- Inpatient feedback form - Suggestion box .
The Hub
Inpatient Form
People
KEY IMPROVEMENTS
Retention & Recruitment Tools
- Nurse of the Month: monetary prize & recognition - Inpatient Feedback form: gives feedback on staff - Attachment with training institutes
Training Methods
- Developed a training module based on ideal patient experience - Library - Environment of learning - Regular training sessions - Training manual - Special Workshops
Motivational tools
- Posters in work area - Motivational meetings - Target setting - Assigning leadership at all levels
People
KEY IMPROVEMENTS
People
KEY IMPROVEMENTS
Training Methods
- Developed a training module based on ideal patient experience
People
KEY IMPROVEMENTS
Motivational Tools
Posters in the work area Motivational Meetings Ingraining the idea of SMC to each & every staff Target setting Objective ways to measure & reward performance Assigning leadership at all levels of work
& Brand A l
ea pp
Visu
KEY IMPROVEMENTS
Patients First
& Brand A l
ea pp
Visu
KEY IMPROVEMENTS
& Brand A l
ea pp
Visu
KEY IMPROVEMENTS
Promotion & Advertisements Advertisements in the nearby locality, eg. Near chemists shops SMS updates- awareness
Ser v
e & Facili ic
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KEY IMPROVEMENTS
Mate r
stigation ve s n
Lab services
Accessibility: Home Service. 365 days facility Reliability: Skilled staff, computerization Decrease time taken Marketing: Building a brand
I
es
vic er
A NEW STRATEGY
Idea: A novel concept of primary & secondary health insurance. Objective: To increase footfalls & bank on SMCs strength
THANK YOU
THANK YOU