Well the above mention was nothing but a small gesture of welcoming you to my world of blogs.
Well similarly, the same is expected of a medical centre. Just putting a smile, doing a namaste and welcoming a patient into your premises is the least bit any medical centre can do. This elicits a response - positive mind frame, and let's the patient open up to you in a more receptive way.
Background: I was invited as a panelist at a conference on ways to improve patient productivity (turnaround) in Nagpur recently.
It was pleasure to share the dais with luminaries of the industry like Mr VP Kamath COO of Wockhardt hospitals, Dr Vedprakash Mishra - Pro chancellor of Datta Meghe Institute of Medical sciences, Dr Mr & Mrs Gode, Dr V Ranjan- Director at HMI KEM hospital Pune, and of course, interact with bright energetic hospital management students - the leaders of tomorrow.
So, taking the insights forward, this blog post shall highlight some key ingredients to increase productivity in a medical centre - be it a hospital, nursing home, day centre or even a diagnostic centre. And the best part is - one can improve productivity by almost 20% and more by just doing the things below which does not cost anything. No advertisements required, no publicity, no unethical cut practice. Just sheer WILL and PATIENCE.
1. Greet all customers: But the catch is - the greeting should be felt from within and should show on face. There is no language barrier to greet. A simple namaste does the trick. In all areas this gesture should be followed. Be it a nurse caring for patient, or doctor examining, housekeeping cleaning the room or security frisking you. This however needs to match your action. Just plain greeting is not enough. Your gesture to welcome indicates that patient is a guest and you will take good care. So if there is a problem then it should be immediately 'looked into' without being defensive. (Discussed later in blog)
The best way to inculcate this habit is the initiative starting from ceo/trustees directly. They should start greeting even the housekeeping boys, doctors, nurses etc themselves. This shock of a gesture will embarrass all into following the same habit.
2. Take complains very seriously: To begin with you should have a strict command chain which makes it mandatory to collect feedback from 'all' patients. Though difficult, but needs to be done. An internal objective number of feedback's collected can increase month on month and can be linked to performance appraisals. Start off with a small sample size. All feedback forms should reach CEO 'after' root cause analysis and action taken. This process though has to be very prompt. CEO should create a environment among his employee to do this. The pretext of all complains should be handled with philosophy that ' All customers are right. And if customer is wrong, you led him to be that'
3. Display internally created publications: Well always remember one thing. Patient does not want to come to a hospital. Its a unavoidable need. So patient is not looking to be entertained there. He just wants to be treated, and well. So avoid keep entertainment magazines in your premises. On the contrary the only publication which should be there for people to read is your own. Why should you promote anyone else other than your organization and people in your own premises without getting paid?
There are many patients in this country who do not get medical
insurance even if they wanted to. Health Insurance does not cover
senior citizens, and those with pre existing diseases like Diabetes,
cancer, etc, and such patients end up with huge medical bills. These
patients are the ones who have to get blood tests done more
frequently, visit doctors more often, and get admitted more
Ekohealth strives to help such patients numbering between 100 and 200
million in this country.
Ekohealth has tied up with various hospitals, clinics, diagnostic
centres, chemist shops, dental clinics, cosmetic centres and ambulance
services. Ekohealth members can avail from 5 to 50 % of discounts on
various services at these centers. Ekohealth has tied up with Bombay Hospital, Saifee Hospital, Yash Birla group of medical centers, Nova Day care, Life care, 1298 ambulance, Nirmaya, Rajpal geriatric nursing care, and many more.
There is no age limit to become a member and any person with any
disease or otherwise can join ekohealth. There is no limit on using
the membership card and can be used any number of times.
Youngsters who are insured can also benefit with ekohealth membership
as they can now avail services in OPD like dental care, maternity care
etc at discounted rates. Insurance does not cover OPD expenses like
executive health checks, Maternity child birth etc.
Corporates can buy ekohealth memberships for their employees to extend
an existing insurance scope and reduce expenses on medical
reimbursements. They can also extend this facility to the parents of
the employees who are normally not covered any corporate insurance.
Ekohealth becomes a single corporate like setup for individual
patients who can collectively bargain for better rates for common
Insurance will be the biggest beneficiary as they will not have to run
around to get hospitals to offer discounts and their reimbursements
will be lesser saving them millions in cash payouts to patients.
To know more about Ekohealth write to me, call our toll free number
1800 2094 356 or email at firstname.lastname@example.org