Happy Hospitals Make Happy Patients Dr. R. S. Chahal

HAPPY HOSPITAL Morale is high Surroundings are comfortable Employee turnover is low Patient queries are never unanswered Where customers become friends and referral generators CEO is on call 24/7 Quality is the Hallmark Doctors are attentive and sympathetic Management is responsive “This is the type of culture & service that delights the patient and makes the hospital most successful”.

HAPPY PATIENT Who is recognized as a person, given due respect and attention, whose opinion / story is listened to and ultimately receives high quality health service with less hassle and at affordable price with transparency at all levels.

HAPPY PATIENT We may have the latest in medical gizmos and the best surgeons & even the latest cutting edge medical techniques, still to make your institute a success story you need happy patients.

HAPPY PATIENT “The happiness of patient” is at the heart of all activities related to the success of the hospital. Happy patient is one whom you can confidently ask the following two questions and get a Yes for an answer: Will you return? Will you refer? A loyal, happy patient will do both. Aim for 90% positive answer but even 50% will do for pass marks. “The happiness of patient” is at the heart of all activities related to the success of the hospital. Happy patient is one whom you can confidently ask the following two questions and get a Yes for an answer: Will you return? Will you refer? A loyal, happy patient will do both. Aim for 90% positive answer but even 50% will do for pass marks.

QUALITY “The secret of success” begins and ends with “QUALITY”. The need to improve quality in healthcare is increasing. A major component of quality of healthcare is patient satisfaction. “The secret of success” begins and ends with “QUALITY”. The need to improve quality in healthcare is increasing. A major component of quality of healthcare is patient satisfaction.

BOARDROOM TALK “Patient happiness is being discussed in the boardroom all across the globe”. Lot of investment is being made, which unfortunately ends up being a gimmickry e.g.: Reorganizing floors and staff Computerizations Pamphlets Free treats “Patient happiness is being discussed in the boardroom all across the globe”. Lot of investment is being made, which unfortunately ends up being a gimmickry e.g.: Reorganizing floors and staff Computerizations Pamphlets Free treats

NEED OF THE HOUR IS - CHANGE OF VISION “New vision should clearly define that improvement in quality is far more critical than quantitative growth”. This vision will help us to contribute towards the well being of our community. “New vision should clearly define that improvement in quality is far more critical than quantitative growth”. This vision will help us to contribute towards the well being of our community.

WHAT TO DO For “HAPPY CULTURE”. You have to depart and depart radically from traditional hospital management. For “HAPPY CULTURE”. You have to depart and depart radically from traditional hospital management.

TRADITIONAL HOSPITAL MANAGEMENT Hospitals emphasize static domain of authority No formal measurements of performance No goal setting No process of continuous improvement Hence employees become dull & callous towards their monotonous routine. Hospitals emphasize static domain of authority No formal measurements of performance No goal setting No process of continuous improvement Hence employees become dull & callous towards their monotonous routine.

WHAT HAPPY HOSPITALS EMPHASIZE A broadly communicated mission A supportive learning culture Universal measurement of efficiency Benchmarking Systematic process improvement “This shift in management thinking has astonishing results in worker & patient satisfaction”. A broadly communicated mission A supportive learning culture Universal measurement of efficiency Benchmarking Systematic process improvement “This shift in management thinking has astonishing results in worker & patient satisfaction”.

PATIENT CONTACT Top management needs to be in direct contact with every patient Every single individual needs to be given due respect It should be akin to a welcome letter from the manager once you check-in a 5 star hotel Top management needs to be in direct contact with every patient Every single individual needs to be given due respect It should be akin to a welcome letter from the manager once you check-in a 5 star hotel

EMPLOYEE MORALE The single biggest factor in patient satisfaction is hospital employee morale, which is the direct reflection of thinking at the very top management level.

EMPLOYEE MORALE Cut other hospital costs but pay your employees extremely well. The old dictum stands good that if you offer peanuts, you will get monkeys only. Reward their good work financially as well as with celebrations. Such hospitals don’t have staff shortages. They always have enough nurses, well-trained nurses and above all well motivated nurses.

SECRET OF HAPPY HOSPITALS “They spend a lot of time training their employees” Up to 2 weeks should be spent in culture learning for any full time employee

PATIENT ENGAGEMENT This is a new “Frontier” in health reforms. For generations, the relationship between healthcare providers and patients was a one-way street – No questions asked. This type of healthcare is now outmoded in the “Internet Age”. Patients need to get engaged in their own healthcare decision making. This is a new “Frontier” in health reforms. For generations, the relationship between healthcare providers and patients was a one-way street – No questions asked. This type of healthcare is now outmoded in the “Internet Age”. Patients need to get engaged in their own healthcare decision making.

SCIENTIFIC BACKING “Scientific studies point that patients may have a better overall experience (Happiness) if they are engaged and hence have increased stake in their care”.

NEW MOTTO ? What should be our new motto in the days to come? “Patient Centered Care” What should be our new motto in the days to come? “Patient Centered Care”

PAY FOR PERFORMANCE SYSTEM Hospital payments are getting tied to making patients happy. HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is applicable in US. In this 3 of the 25 questions pertain to Doctor Communication: During this stay how often did doctors treat you with courtesy & respect? During this stay how often doctors listened carefully to you? During this stay how often did doctors explain things in a way you could understand? Hospital payments are getting tied to making patients happy. HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is applicable in US. In this 3 of the 25 questions pertain to Doctor Communication: During this stay how often did doctors treat you with courtesy & respect? During this stay how often doctors listened carefully to you? During this stay how often did doctors explain things in a way you could understand?

TO SUMMARIZE What is expected by the patient: Time with Doctors & Nurses (Patients want to talk about what is wrong with them & what are their options) Friendly surroundings Better hospital food Good nights sleep Be clear about wait time Multidisciplinary rounds How quickly they can receive help in emergency Pain control Positive experience with nurse communication Clear understanding of discharge instructions and medication What is expected by the patient: Time with Doctors & Nurses (Patients want to talk about what is wrong with them & what are their options) Friendly surroundings Better hospital food Good nights sleep Be clear about wait time Multidisciplinary rounds How quickly they can receive help in emergency Pain control Positive experience with nurse communication Clear understanding of discharge instructions and medication

WHAT CAN BE WE DO TO MAKE OUR PLACE A HAPPY PLACE ? We are in a competitive environment today and this is going to be an important differentiation point. Commit yourself to Quality Doctors should undergo daylong courses to develop better relationship with patients Nurses should use checklists to ensure that nothing is overlooked Patient Satisfaction Officer (CXO) is a definite entity We are in a competitive environment today and this is going to be an important differentiation point. Commit yourself to Quality Doctors should undergo daylong courses to develop better relationship with patients Nurses should use checklists to ensure that nothing is overlooked Patient Satisfaction Officer (CXO) is a definite entity

The Answer is “QUALITY CONTROL PROCESS” Invite Outside Consultants to objectively measure patient centered care. Some measures are: Whether patients are getting all their questions answered? Whether progress is checked on regular basis? Whether hospitalization is minimum? Whether hospital experience is improved? Or “Go for Accreditation” Invite Outside Consultants to objectively measure patient centered care. Some measures are: Whether patients are getting all their questions answered? Whether progress is checked on regular basis? Whether hospitalization is minimum? Whether hospital experience is improved? Or “Go for Accreditation”

CONCLUSION