THE PULSEVOL.III ISSUE XII DECEMBER 2015

Safe - INABH

TSM

GET TO KNOW YOUR CONSULTANTS

1. What's your current position?

How long have you been in this

position? Can you give me a

brief overview of what it is you

do in your work? . Dr. Vinesh K. Pathak

(Microbiologist )

Ans. I am confident Microbiologist. I have joined this

institute just fourmonths back. My work profile includes:

- Testing and reporting for various diseases like HIV,

Dengue, HCV, HBS and other pyogenic and enteric

disease. .

- To monitor sterilization of Operation Theatre, SICU,

NICU, Dialysis Unit and other areas of hospital .

- To maintain antibiotic policy of the hospital. .

2. What would you say most motivates you to do what

you do? What are you most excited or passionate

about? .

Ans. Motivation is to do hard work, to help clinicians in

searching proper diagnosis and treatment of patients. .

3. What are the goals you most want to accomplish in

your work? Not so much the goals that are in your job

description, but the goals you hold personally ? .

Ans. Satisfaction of Patients. I want my patients to be

fully satisfied. .

4. How has been your experience at Amar Hospital?

Ans. It is nice and wonderful experience. .

5. If you were not working as a doctor, what

profession you would have chosen? .

Ans. I would have been an Administrator. I was selected

for the post of Tehsildaar in 1972 before joining MBBS.

6. Can we go way back in time?, Where did you grow

up? Which College did you go to? What part of

College Life do you miss the most? .

Ans. I belong to Patiala. Studied in Government Mohindra

College & Government Medical College Patiala and

served in PCMS and the Medical College Patiala.

I miss my college life, as a whole I mean

“Mauj & Masti” of college days. .

7. Did you have any key mentors or people who deeply

influenced who you are, what you believe in and what

you're committed to in your work and life? Tell us

about them. .

Ans. My mentors are my parents and teachers especially

Dr. Shashi Kanta & Dr. Amarjit Kaur Gill. .

8. Did you have any life-changing experiences that put

you on the path that led you to be doing what you're

doing today? Tell us about them. .

Ans. Nothing special. .

9. What do you do when you are not working? .

Ans. Travelling is my passion. Music and cricket matches

I like the most . I always like to go for long brisk walks. .

10. Tell us something about your family. .

Ans. My better half is homely housewife. One of my son

is in Europe and other one is in Delhi. .

11. Would you like to say something to our readers

(Amar Hospital Staff) .

Ans. I appreciate the dedication, devotion and helping

attitude of all the staff members of Amar Hospital and

hope they will carry on with more jest & zeal.

Dr. Sumit Sharma(Asst. Manager- Customer Care)

Patient satisfaction – customer service,

really – in hospitals and healthcare: It's

time for the industry to raise the bar-

and it needs to get a move on. Even

though the goal of customer satisfaction

in healthcare service is easily lost in the

shuffle of partisan healthcare-related news

headlines. .

Improving the Hospital PatientCustomer Experience (HPCE)

So, lets share some quick (ish) ways to win with healthcare

customer service and patient satisfaction .

Patients don't stop being consumers – customers – when

they put on a hospital gown. .

The biggest obstacle to improving customer service in

healthcare is the industry's insular nature and the way this

makes its problems self-reinforcing. In other words, healthcare

providers and institutions compare themselves to each other –

to the hospital in the next town, the surgeon in the next O.R. –

and benchmark their customer service accordingly. And to do

so is to set the bar too low. .

It's not as if patients stop being consumers – customers – when

they put on a hospital gown. And it's not as if their loved ones

surrender their identities as business people, twitterers,

Facebook users, either, when they enter our hospital. So, it's

time to benchmark healthcare customer service against the best

in service-intensive industries, because that's what our patients

and their loved ones will do. .

Every patient's interaction with healthcare is judged based on

expectations set by the best players in hospitality industry, the

financial services industry, and other areas where expert players

have made a science of customer service. .

First things first: Fix your hellos and your goodbyes .

Psychological research, most notably by memory researcher

Elizabeth Loftus, has proven that the first and last items in any

list are by far the most easily remembered. In customer service,

the same principle holds true: The first and last moments of a

customer interaction are what a customer is likely to hold in

memory as the permanent “snapshot” that encompasses the

whole event. It is very hard to recover the goodwill of a patient

whose first impression is: .

•A front-desk staff member's irritation at being “interrupted”–

even for that telltale half-second. .

•Spending a long, tense time finding a parking space. .

•Signage in the building that is confusing. .

As far as our goodbyes: Our goodbye needs to be better than

just a chilly invoice sent through the mail by your billing

service. .

Realize that expectations of speed have changed: Our patients

are not as patient as they used to be Patients live in a world

where Droids and iPhones, laptops and iPads, can connect them

– instantly! Where Amazon.com AMZN -1.90% can get them

a book of expert advice instantly in electronic form, or within

eleven hours in hardcover. So to think you can get back to

patients with information at the same sluggish pace you always

have doesn't cut it. .

Everyone on your team needs to know how to apologize .

Resolving patient issues means knowing how to apologize for

service lapses pointed out by a patient. It means getting rid of

the defensiveness (or, at best: apathy) that tends to mar the

healthcare industry when confronted by a patient upset with

what she perceives to be a service gaffe. .

Instead, take your patient's side in these situations, immediately

and with empathy, regardless of what you think the “rational”

allocation of “blame” should be. And spread this approach

throughout your staff through role-playing and other training

devices, so it will serve you fully every time a patient hits the

fan. .

The key to a great healthcare team is getting across the

difference between each employee's purposes in the

organization—as opposed to one's mere job function. .

A particularly crucial aspect of great patient service is ensuring

that every employee—from orientation onwards –understands

the organization's particular underlying purpose and

appreciates its importance. An employee has both a function—

his day-to-day job responsibilities—and a purpose—the reason

why the job exists. (For example, ''To create successful medical

outcomes and hospitable human experiences for our patients” is

a purpose. “To change linens” is a function. A properly trained

and managed employee will know to—and will be empowered

to—stop changing linens if creating successful medical

outcomes or being hospitable require a different action at the

moment. And afterward, she will be celebrated for doing so,

not scolded for being a few short in the number of linens

changed. .

Or: Have you ever been to a hospital and stared, obviously

bewildered, at a confusing sign—while a security guard idly

stands there ''protecting'' you, all of two feet away? Did the

security guard proactively help you out with an ''Anything I

can help you find?'' If he worked in an excellent health care

facility, he would. At orientation, you would have started him

off understanding his higher purpose: ''To create successful

medical outcomes and hospitable human experiences for our

patients.” Sure, that could include deterring and apprehending

bad guys, but it also includes attending to patients and their

families who have that unmistakable lost look on their faces.

* Thanks to all the participants who have given their valued time and opinion. Anybody who wishes to contribute in this

monthly newsletter please do not hesitate to submit your material with HR.

BIRTHDAYS IN DECEMBER

1. Take a 10-30 minutes walk every day And while you walk, smile.2. Sit in silence for at least10 minutes Each day.3. Sleep for 7 hours.4. Live with the 3 e's -- energy, Enthusiasm and empathy.5. Play more games.6. Read more books than you did in the Previous year.

40 TIPS FOR BETTER LIFE

7. Make time to practice meditation, yoga and prayer. They provide us with daily fuel for our busy lives.8. Spend time with people over the age of 70 & under the age of 6.9. Dream more while you are awake.10. Eat more foods that grow on trees and plants and eat less food that is manufactured in plants.11. Drink plenty of water.12. Try to make at least three people smile each day.13. Don't waste your precious energy on Gossip.14. Forget issues of the past. Don't remind your partner with his/her mistakes of the past. That will ruin your present happiness.15. Don't have negative thoughts or things you cannot control. Instead invest your energy in the positive present moment.16. Realize that life is a school and you are here to learn. Problems are simply part of the curriculum that appear and fade away like algebra class but the lessons you learn will last a lifetime.17. Eat breakfast like a king, lunch like a prince and dinner like a beggar.18. Eat Somthing after 2 Hours. Do not Skip & do not over eat.19. Smile and laugh more.20. Life is too short to waste time hating anyone. Don't hate others.21. Don't take yourself so seriously. No one else does.22. You don't have to win every argument. Agree to disagree.23. Make peace with your past so it won't spoil the present.24. Don't compare your life to others. You have no idea what their journey is all about. Don't compare your partner with others.25. No one is in charge of your happiness except you.26. Forgive everyone for everything.27.. What other people think of you is none of your business.28. God heals everything.29. However good or bad a situation is, it will change.30. Your job won't take care of you when you are sick. Your friends will. Stay in touch.31. Get rid of anything that isn't useful, beautiful or joyful.32. Envy is a waste of time. You already have all you need.33. The best is yet to come.34. No matter how you feel, get up, dress up and show up.35. Do the right thing!36. Call your family often.37. Your inner most is always happy. So be happy.38. Each day give something good to others.39. Don't over do. Keep your limits.40. When you awake & alive in the morning, thank god for it.

1. Priyanka Rani (Nursing) 2nd December

2. Mehakpreet (Customer Care) 2nd December

3. Manjit Singh (Billing) 3rd December

4. Ashok Kumar (IT) 3rd December

5. Dr. Hunny Anguralia (Medical) 5th December

6. Deepika Saini (Nursing)5th December

7. Jaspreet Kaur Cheema (Nursing) 5th December

8. Gurdeep Kaur (Nursing) 6th December

9. Harsh Kumar Handa (Diagnostics) 7th December

10. Amandeep Kaur (Diagnostics)7th December

11. Madhu Sudhan (Diagnostics)10th December

12. Manjeet Kaur (Nursing)10th December

13. Manpreet Kaur (Nursing)12th December

14. Ranjit Singh (GDA)15th December

15. Manpreet Kaur (Nursing) 16th December

16. Sonia (Nursing) 16th December

17. Amandeep Kaur (Nursing) 18th December

18. Dr. Atul Garg (Medical)19th December

19. Kawaljeet Kaur (Nursing) 20th December

20. Ramanjeet Kaur (Nursing) 20th December

21. Amandeep Kaur (Nursing) 22nd December

22. Kuldeep Singh (ECHS) 22nd December

23. Mehar Singh(GDA) 24th December

24. Anita Rani (Pharmacy) 28th December

25. Prinka Rani (Nursing) 29th December

26. Harpreet Kaur (Nursing) 29th December

Dr. Rachna Kaura(Dietician)

KUDOS – SHINING STAR/ EMPLOYEE OF THE MONTH (NOVEMBER)

Amandeep Kaur

Staff Nurse in Medical

Intensive Care Unit

Amandeep Kaur is hardworking, sincere and

dedicated towards her dut ies and

responsibilities. She is punctual and a very

good team member. She is reliable and

ensures smooth running of the department

with her dedication and hard work. She

does her job with a smile on her face. Keep

up with good Good work! .

Ms. Nandini Sharma(Human Resource)

Leadership is learned behavior that becomesunconscious and automatic over time. Forexample, leaders can make several importantdecisions about an issue in the time it takesothers to understand the question. Many peoplewonder how leaders know how to make the bestdecisions, often under immense pressure. Theprocess of making these decisions comes froman accumulation of experiences and encounterswith a multitude of difference circumstances,

THE MOST SUCCESSFUL LEADERS

DO 15 THINGS AUTOMATICALLY, EVERY DAY

personality types and unforeseen failures. More so, the decision makingprocess is an acute understanding of being familiar with the cause andeffect of behavioral and circumstantial patterns; knowing the intelligenceand interconnection points of the variables involved in these patterns allowsa leader to confidently make decisions and project the probability of theirdesired outcomes. The most successful leaders are instinctual decisionmakers. Having done it so many times throughout their careers, theybecome immune to the pressure associated with decision making andextremely intuitive about the process of making the most strategic and bestdecisions. This is why most senior executives will tell you they dependstrongly upon their “gut-feel” when making difficult decisions at amoment's notice.[/entity] .Beyond decision making, successful leadership across all areas becomeslearned and instinctual over a period of time. Successful leaders havelearned the mastery of anticipating business patterns, finding opportunitiesin pressure situations, serving the people they lead and overcominghardships. .Here are 15 things one must do automatically, every day, to be a successfulleader in the workplace: .1. Make Others Feel Safe to Speak-Up: Many times leaders intimidatetheir colleagues with their title and power when they walk into a room.Successful leaders deflect attention away from themselves and encourageothers to voice their opinions. They are experts at making others feel safeto speak-up and confidently share their perspectives and points of view.They use their executive presence to create an approachable environment.2. Make Decisions: Successful leaders are expert decision makers. Theyeither facilitate the dialogue to empower their colleagues to reach a strategicconclusion or they do it themselves. They focus on “making thingshappen” at all times – decision making activities that sustain progress.Successful leaders have mastered the art of politicking and thus don't wastetheir time on issues that disrupt momentum. They know how to make 30decisions in 30 minutes. .3. Communicate Expectations: Successful leaders are greatcommunicators, and this is especially true when it comes to “performanceexpectations.” In doing so, they remind their colleagues of theorganization's core values and mission statement – ensuring that their visionis properly translated and actionable objectives are properly executed. .4. Challenge People to Think: The most successful leaders understandtheir colleagues' mindsets, capabilities and areas for improvement. Theyuse this knowledge/insight to challenge their teams to think and stretchthem to reach for more. These types of leaders excel in keeping their peopleon their toes, never allowing them to get comfortable and enabling themwith the tools to grow. .If you are not thinking, you're not learning new things. If you're notlearning, you're not growing – and over time becoming irrelevant in yourwork. .5. Be Accountable to Others: Successful leaders allow their colleagues tomanage them. This doesn't mean they are allowing others to control them –but rather becoming accountable to assure they are being proactive to theircolleagues needs. .

Beyond just mentoring and sponsoring selected employees, beingaccountable to others is a sign that your leader is focused more on yoursuccess than just their own. .6. Lead by Example: Leading by example sounds easy, but few leaders areconsistent with this one. Successful leaders practice what they preach andare mindful of their actions. They know everyone is watching them andtherefore are incredibly intuitive about detecting those who are observingtheir every move, waiting to detect a performance shortfall. .7. Measure & Reward Performance: Great leaders always have a strong“pulse” on business performance and those people who are the performancechampions. Not only do they review the numbers and measure performanceROI, they are active in acknowledging hard work and efforts (no matter theresult). Successful leaders never take consistent performers for granted andare mindful of rewarding them. .8. Provide Continuous Feedback: Employees want their leaders to knowthat they are paying attention to them and they appreciate any insights alongthe way. Successful leaders always provide feedback and they welcomereciprocal feedback by creating trustworthy relationships with theircolleagues. They understand the power of perspective and have learned theimportance of feedback early on in their career as it has served them toenable workplace advancement. .9. Properly Allocate and Deploy Talent: Successful leaders know theirtalent pool and how to use it. They are experts at activating the capabilitiesof their colleagues and knowing when to deploy their unique skill sets giventhe circumstances at hand. .10. Ask Questions, Seek Counsel: Successful leaders ask questions andseek counsel all the time. From the outside, they appear to know-it-all – yeton the inside, they have a deep thirst for knowledge and constantly are onthe look-out to learn new things because of their commitment to makingthemselves better through the wisdom of others. .11. Problem Solve; Avoid Procrastination: Successful leaders tackleissues head-on and know how to discover the heart of the matter at hand.They dont procrastinate and thus become incredibly proficient at problem'solving; they learn from and don't avoid uncomfortable circumstances (theywelcome them). Getting ahead in life is about doing the things that mostpeople don't like doing. .12. Positive Energy & Attitude: Successful leaders create a positive andinspiring workplace culture. They know how to set the tone and bring anattitude that motivates their colleagues to take action. As such, they arelikeable, respected and strong willed. They don't allow failures to disruptmomentum. .13. Be a Great Teacher: Many employees in the workplace will tell youthat their leaders have stopped being teachers. Successful leaders never stopteaching because they are so self-motivated to learn themselves. They useteaching to keep their colleagues well-informed and knowledgeablethrough statistics, trends, and other newsworthy items. .Successful leaders take the time to mentor their colleagues and make theinvestment to sponsor those who have proven they are able and eager toadvance. .14. Invest in Relationships: Successful leaders don't focus on protectingtheir domain – instead they expand it by investing in mutually beneficialrelationships. Successful leaders associate themselves with “lifters andother leaders” the types of people that can broaden their sphere ofinfluence. Not only for their own advancement, but that of others. Leadersshare the harvest of their success to help build momentum for those aroundthem. .15. Genuinely Enjoy Responsibilities: Successful leaders love beingleaders – not for the sake of power but for the meaningful and purposefulimpact they can create. When one reaches a senior level of leadership – it'sabout his/her ability to serve others and this can't be accomplished unlessyou genuinely enjoy what you do. .In the end, successful leaders are able to sustain their success becausethese 15 things ultimately allow them to increase the value of theirorganization's brand – while at the same time minimize the operatingrisk profile. They serve as the enablers of talent, culture and results.