Whole Healthcare Magazine

and also solutions designed for various departments,
especially the emergency, surgery, and radiology
areas. Clinical excellence also encompasses
improving patient outcomes by ensuring patient
engagement and monitoring. A smart hospital needs
to look beyond its walls with a population health
view to get patients discharged quicker while
ensuring they recover well, without being required
to be readmitted. Remote monitoring tools can help
smart hospitals achieve this goal.
Why patient satisfaction matters? Improving
patient satisfaction has become one of the primary
goals for a lot of healthcare providers. The reason is
simple: patient satisfaction level is directly linked to
key success metrics for hospitals and individual
healthcare providers
How do we achieve ‘Patient
Satisfaction’?
There are four critical components to achieve
‘Patient Satisfaction’
Ÿ A – Acknowledge. There is no greater insult than
to be ignored
Ÿ S – Support. Set a “no ignore” rule in your
department.
Ÿ A – Accept. Simply accept what the patient has
to say when you offer support. ...
Ÿ
Ÿ
P – Prepare to Act.
ASAP – Acknowledge that the patient is
important with your eye contact and active
engagement.
It is a requirement for therapeutic treatment and is
equivalent to self-therapy. Satisfied patients help
themselves get healed faster because they are more
willing to comply with treatment and adhere to
instructions of health care providers, and thus have
a shorter recovery time.
Methods of Monitoring Patient
Satisfaction
Ÿ Medical audit
Ÿ Quality assurance committee reviews
Ÿ Indices of nursing performances
Ÿ Judgmental method
Components of Evaluation of Patient
Satisfaction
Ÿ Evaluation of the programs and activities of
various departments
Ÿ Including outpatient care, inpatient care, overall
health education activities of the hospital
Ÿ Evaluation of the various resources available in
the hospital for effective health care
Ÿ Evaluation of effectiveness of hospital personnel
including medical, paramedical, nursing as well
as non- medical employees of the hospital.
“We must keep this in our mind for
creating a healthy Healthcare
Ecosystem.”
Ÿ Adoption of the Indian Public Health Standards
Ÿ Quality standards
Ÿ Skill gaps and Standard Treatment Protocols:
Ÿ Hospital Management Societies and untied
funds:
Ÿ Quality Improvement Programmes
Policy decisions Long term
Complex Non-routine
How to achieve policy
Medium term Less complex
Day-to-day decisions
Simple Routine
Strategic
(Senior
Tactical
(Middle Management)
Operational
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The 30
Healthcare
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