Qua;Ity Niru

8/12/2019 Qua;Ity Niru

1/18


2/18

Structure

Process

Outcome


3/18


4/18

Quality of Structure

- The location, lay out, space and

furniture available for staff

- waiting space (1 Sq F/visitor)

- working space for receptionist

- equipments

- communication system

- Staffing


5/18

Quality of Process

ongoing training program for grooming the

staff , verbal communication and serving patiently

with a smile

give the correct, essential, and to the point

information in the minimum possible time

all necessary updated information and

documents available in the front office without any

delay


6/18

dress code for all the staff

Separate counters for registration in OPD for

old patients and new patients, for males and

female

Simplification of forms and availability of staff

to help the patients fill up the forms quickly


7/18

The quality of interaction with the front office staff,.

The promptness with which the clients are attended to

The completeness, correctness, relevance and clarity of

the information given.

The quality (correctness/ completeness/ promptness) of

the documentation work.

The waiting period and the arrangement for waiting

comfortably.


8/18

Quality of Structure

- Building and Allied Services

- Registration Counters.

- Doctors' Chambers

- Staff.- Waiting Area.

- Patient Call System


9/18

An Efficient Enquiry Counter

communication system.

Specimen Collection Center

OPD Pharmacy

E.C.G room


10/18

Quality of Process

Availability of a Departmental QualityManual

OPD Manager.

Reduction of Waiting Time.

Punctuality of Staff

Increasing the number -of consultants

Extending the OPD hours


11/18

Appointment system for old cases and

accommodating emergency cases in the

emergency department.

Filter Clinics Satellite Clinics

selective grouping of clinics

Arrangement for health education of

patients/public.


12/18

Promptness of registration and consultation without

any delay.

Undivided attention by the consultant with proper

examination and advice Promptness in investigations and issue of

prescriptions.

Respect for the dignity and privacy of the patient by

a polite and sympathetic staff. A comfortable and soothing environment in the

waiting area


13/18


14/18

A patient friendly hospital is a hospital fully

alive to the pain and suffering and

sensitive to the concerns and worries of

the patient as well as the relatives


15/18

Approach and Entrance

Display of Important Information

Parking and Traffic Control

Help and Guidance

Waiting Areas In patient Areas

Discharge Process


16/18

Patients' Participation in the Decision Making

Cost of Treatment

Ethical Considerations

Respect for Privacy and Dignity of Patients

Psychosocial Support

Healthy Environment

Dietary services

Information/Education of Patients/Public

Image of the Hospital


17/18

Is the hospital facility safe for the

patients, public and the staff ?

Is it in full compliance with the laws of

the land ?

Is the care being provided of theacceptable quality ?

Is this what the patients need ?


18/18

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 improvement of

quality of services ?

Qua;Ity Niru

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