1. Customer Friendly Hospital

2. 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

3. 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

4. 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

5. 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

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

7. 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

8. 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

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

10. 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.

11. 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

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

13. 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

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

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

16. 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

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

18. 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

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

20. Dietary & Canteen Services
Fresh and hygienic food delivery system

21. 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

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

23. 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

24. 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?

25. Thanks