Customer Friendly Hospital

Approach & Entrance Display of Important Information Parking & Traffic Control Help & Guidance Out-patient & Emergency Services Waiting Areas In Patient Areas Discharge Process Patient’s participation in decision making

Cost of Treatment Ethical Consideration Respect for privacy and Dignity of Patients Psychosocial Support Healthy Environment Convenience of relatives Dietary & Canteen Services Information Technology System Image of the Hospital Stakeholder’s Involvement

Approach & Entrance Approachable conveniently for local people Accessible through local transportation Entrance to OPD/Emergency is friendly for visually/physically challenged with ramp facility Minimum 5 ft wide entrance to Emergency Alert System at Main gate to alert A&E Dept in case of emergency case arrival Waiting area for the visitors

Display of Important Information Display of Facilities Available in local/International language Ambulance Service with BLS/ALS facilities Emergency/Enquiry numbers in local/International Language Available at outer gate & waiting area Security personnel are well informed about display information

Parking & Traffic Control Availability of parking space Adequate security light at night Smooth & Quick flow without any bottle necks FOC basis

Help & Guidance Hospital reception has staff well dressed, well informed, energetic and willing to guide and help visitors Staff with “May I Help You” Bands

Out-patient & Emergency Services Good Appointment System Policy and Procedure to cater emergency cases regardless of paying capacity Availability of Attendance and Ward Boys Availability of adequate number of wheelchairs & Stretchers A system of quick return of the wheelchairs after leaving the patient at desired location Time Tracking System to serve the patients

Waiting Areas Comfortable, well lit and ventilated Arrangement of drinking water, toilets, reading material, Recharging facility etc.

In Patient Areas Efficient Admission Process with speedy documentation and arrangement for safe transfer of patients Issue of brochures for patients getting admitted, to inform them about the accommodation, facilities available, the room tariff, the daily routine such as timing of doctors rounds, linen change, house keeping, meal timing, visiting hours, security of patients’ belongings, the rights and responsibilities of patients/relatives and the system of problem solving and grievance redressal.

Welcome and briefing by the reaching ward in-charge regarding bedside nurse call system, location of switches and sockets, the hot and cold water etc. A system of periodic briefing of patient’s relative Adequate security system to ensure safety and security of patients

Discharge Process Timely information about discharge and the likely amount of bill Follow up visit Diet Chart Medication process

Patient’s participation in decision making No major/risky procedures are carried out without full understanding and informed consent of the patients/relatives Video recording system

Cost of Treatment The Tariff list is available at the reception, billing as well as OPD registration for information of the patients/relatives

Ethical Consideration Investigations and Treatment procedures are absolutely need based and justifiable

Respect for privacy and Dignity of Patients Hospital’s work culture to show utmost respect for the patients and all staff ensure that, during the course of examination, investigation or treatment, they do everything possible to uphold the dignity and privacy of the patients

Psychosocial Support Hospital has qualified/experienced medical social workers to play as an interface between the doctors/nurses and the patients

Healthy Environment The hospital has a high level of hygiene and sanitation with high standard of cleanliness to ensure infection free environment and odor free toilets Prevention of Air/water/surface pollution and control of noise pollution

Convenience of relatives Convenient visiting hours Public announcement system for the relatives

Dietary & Canteen Services Fresh and hygienic food delivery system

Public Information System Health education through audio-visual aids in the waiting area covering important aspects such as family planning, good food habits, sanitation, benefits of periodic health check up Dissemination of information about hospital activities, the new facilities and the steps taken for the improvement of patient care system Regular meetings with locals, patients and their relatives

Image of the Hospital A progressive organization with continuous improvement in quality of services An institute of professional excellence practicing evidence based medicine

Stakeholder’s Involvement Great respect for the human asset of the organization and maximum effort in the development and retaining of the staff. Involvement of supplier in the mutual growth in the favor of organization Maximum effort to satisfy the corporate clients and ensure a mechanism to solve their issues

The Simple Test: Is the hospital facility safe for patients, public and the staff? Is it in full compliance with the laws of the land? Is the care being provided of the acceptable quality? Is this what the patients need? Can the patients afford it? Are they happy with the quality of services being provided to them? Is the management making adequate efforts for further improvements of quality of services?

Thanks