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Talking of : Who has changed in the last decade... Healthcare seekers (PATIENT\'S) or Healthcare Providers???
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CHANGING EXPECTATIONS OF HEALTH PROVIDERS & HEALTH SEEKERS
Quality Management in HospitalsFr. Muller Hospital, Quality 7th August 2006
The Big business
• Healthcare is the largest industry in the world.( $2 .8 trillion worth of revenue)
• In India next to IT more than 60 lakh people directly employed
• Annual growth of 17%
Exciting decades for Health
• Huge demand and supply Gap• 200 million of middle class • Increased income level• Increasing life-style
diseases(hypertention,cancer etcc..)• Poor public health system• Better care by private players – 87 %• Increased knowledge and demand of health
seekers…
1970 Doctor! I’m not able to Doctor! I’m not able to see well in both eyes. I see well in both eyes. I have come here to see have come here to see
you what best you you what best you could do? You are like could do? You are like
my God!my God!
What is your
problem?
2005….Doctor! I have immature cataract Doctor! I have immature cataract in my right eye and please do in my right eye and please do phaco with foldable lens and let phaco with foldable lens and let me know what lens you are going me know what lens you are going to put?to put?
What is your problem?
Doctor as rarestatus symbol
Doctors in surplus
Total submission
Optional who is competent and
confident?
Health Care
Health Internationa
l
Health Foundation
20051970
Trust in
Clinical knowledge of Doctor
Trust in
Sophisticated equipments
with computerised reports
20051970
Patients were patient
Patients demand fast service & Quick result
20051970
Doctor’s Time More of Doctor’s Time
Considered Precious Demanded
20051970
Family Doctor Fragmented health care service
Our family shop where I get all I need….
specialists even in subspecialties
I’ll buy rice here. For dal and oil I go to dal and oil
vendor
20051970
Holistic approach towards patient’s problem
Non Clinical Expectations
Hospital as Worship place
More emphasis of good Medical outcome
Hospital as five star hotel
Medical Cure
Services at Door - step
20051970
Change In Attitude of patientsDoctor as God Doctor as Businessman
Treatment
Who cures
Selling his treatment
20051970
Mishaps Mishaps
Accidental
As Fate As legal treasure hunt
20051970
The Changing Expectation of Patients
Are due to
• Well informed “Customers”
• T.V., Websites
• Medical camps
• Health Journals
What about doctors?….
• Have they changed?
• Have the patients gone
away
from us recently by heart?
YES…….
• Doctors Accepted slow modest professional growth
• Doctors want : quick growth, quick money
quick fame
20051970
Doctors
Sowed clinical knowledge
Watered with hardwork & clinical skill
Enjoyed the fruits
Served people
Looked upon as God
1970
LOANS
Posh buildings +
Sophisticated equipmentsto attract the crowd
Earn and struggle to pay back loans
I’ll soon cross the ocean!
2005
Result• Imbalance in the family • Not enough attention to
children
Satisfied patients did publicity Doctor’s do publicity
2005
Dr. Y, MS., (Gold Medalist)
International
• Two minute
• Computerized eye testing…
• No hole surgery
1970
How ?
Have DoctorsBecomecommercial ?
Have the patients
become demanding
customers ….
Touchy…. And
egoistic?
Or
Who changed first ?
Did we change because patients have changed ?
Did patients change because we have changed?
Or
That’s a Himalayan Question!
Which came first?
Why break our heads ?
Let’s arrive at a simple practical solution….
Hen needs the egg for procreation
The egg needs the hen to become a chick
Develop long term sincere relationship with the patient and the family
Patient Explanation
Clear Communication at every stage
Clear information from A to Z especially financial matters
Transparency
Aim for Quality Clinical & Surgical Work
Changing Expectation of Patients
• In a simple uncomplicated
patients - Investigations
should be very minimal
Prompt referrals when necessary
Do not feel egoistic when you need a second opinion
Changing Expectation of Patients
• I need a good comfortable clean
place with western toilet
• And hospital staff should treat me
with Compassion
Our Customers Are
• Patient
• Close relatives and friends
• Referral doctor
• People who motivated the patient to visit us (satisfied customers)
• Our own staff (internal customers)
Security
Reception
Registration
Consultation
Investigations
Admission counterWard
OT
Postoperative ward
Counseling
Discharge + money
payment
Home
Patients Satisfactions
AtVarious Stages
A change in our attitude will take care of the changing expectations of our patients
CLINICAL RESULT
SINCERITY
COMPASSION
AFFORDABLE COST
Finally
GADGETS
MRCO
FRCS
MS
DO
Happy satisfied patients
Boon to our service
That will give us
Quality (Performance) is a combination of knowledge , skill and attitude
Reference 1. Dr. Ravindran, Aravind eye Hospital,
Pondichery2. Dr. Jane Shaw, Leeds University
3. Mr. Justin Jebakumar, Christian Medical Association of India, New Delhi
Thank you