Wednesday, April 14, 2010

Mission & its influence on staff performance.

The challenge we administrators always face is to retain the
satisfaction levels of our customers - the patients.
All would agree, that while its very difficult to attract new patients,
its so easy to loose them.
A major reason for the same is often the lack of good communication by
various categories of personnel including the front office, Nursing and
even the doctors.

So how to counter this problem?
I think the most essential element missing in various training sessions
or the approach by various staff while handling patients is that the
mission statement of the organization is never on the conscious level of
any staff's mind.
Actually a training session to orient staff on importance of Mission
statement and how each and every staff including the housekeeping
personnel can contribute in achieving the Mission Statement, is hardly

I remember, during our audits, one of the housekeeping boys was
interviewed by an external auditor to assess if he was aware about the
Mission statement. The auditor hardly expected a positive reply.
The Housekeeping not only explained the interpretation in the local
language about the Mission Statement, but further explained (when asked)
how he contributed to achieve the same.
He confidently replied that his good cleaning practices of the toilets
and other floor areas would create good impression of the hospital,
would impress upon the users including doctors and patients and thus
influence the patients and doctors to like the hospital.
It would be an understatement that the external auditors were surprised
to hear that response.

The ingraining of mission statement I feel is the most essential
component of training, and should be "made to understand" for better
delivery of services.

In my next blog as a continuation to the introduction of this blog, I
would write about certain areas which can be looked into for better
customer satisfaction.


Dr Akash S Rajpal,
AGM Operations,
Dr L H Hiranandani Hospital, Powai.
NABH Accredited Hospital.
ISO 9001:2000 Certified (DAR & NABCB accredited)
"IMC Ramkrishna Bajaj National Quality Award" Winning Hospital.

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