Dr Prashant Kelkar

1. Patient focus
2. Leadership focus
3. People focus
4. Process approach
5. Systems approach
6. Factual approach to Decision Making
7. Mutually beneficial supplier relationship
8. Continual Improvement
 Hospitals are meant for patients!!!

 Patient safety
 Structure: Comfort, Convenience
 Process: Care, Competence, Communication
 Outcome: Cure

 Best advertisement: well treated

patients
 Loyalty = repeat visits
 Better business
 Weknow better what patients need than
they do

 Responding to complaints improves

satisfaction

 Patient satisfaction leads to patient loyalty

 Patient
satisfaction has a linear relation ship
with performance
 We know better what patients need than they do
 Not always-Product-out vs Market-in
Nokia/Apple
 Open surgery vs Lap surgery

 Responding to complaints improves satisfaction

 Some patients still complain & there are many
who are dissatisfied but don’t complain

 Patient satisfaction leads to patient loyalty

 Result-Expectation= Value...Front Office
Executives
 Patient satisfaction has a linear relation ship
with performance
 Labour example
 Leadership is the creation of a vision and
environment which inspires people to
contribute to organizational goals and
nurtures both their capability to do so, and
their well being within their endeavours

 Strategic focus
 The Leader knows best

 Leaders are strong and decisive

 Leadership is a function of position

 Leaders are born, not made

 Leadership is about control

 Embody the values of quality
 Create unity of purpose
 Focus on process rather than outcome
 Motivate individuals- Maslow
 Learning, education, training
 Honesty, Integrity, Long term perspective
 Embrace Change
 Control and participation
 Control
CEO

HODs
Senior
Executives Policing

Supervisors

Staff
 Staff

Supervisors
Senior Coaching
Executives
HODs
Vision and Mission
CEO
 Governing body/council
 CEO
 COO/Medical Director/Medical Suptd
 Nursing Suptd
 Quality Head
 Heads of clinical and diagnostic departments
 Heads of support service departments
 Strategy formulation

 Strategy implementation

 Strategy monitoring and evaluation

 Situational analysis
 Stakeholder involvement
 Strategy choice
 Setting vision, mission, values, goals
 Legislation and accreditation
 Capacity building
 Creating and providing resources
 Motivation
 Change management
 Building a quality culture
 Communication
 Team building
 Idea generation
 Reviewing strategies

 Measuring performance

 Identifying deviations

 Taking corrective and preventive actions

 Respect
for the individual
 Empowerment, motivation and participation
 Teamwork
 Quality Circles (It is better for 100 people to
take 1 step than for 1 person to take 100 steps)
 Quality Improvement Teams-problem solving
 Development of people
 Reward and recognition- Performance
appraisal & PRP, MBO
 Process : input > ACTIVITY > output

 If the process is good the service is good

 Consistency,Predictability of results,
Reduced re-work/rejection

 Paradigm shift from outcome measurements

to control of processes
 Systems = inter-related processes
 Output of one dept = input of another.
 Identification of ‘internal’ customers
 Hospital = inter-related departments

 Whole is greater than sum of its parts

 ScientificFocus
 Decisions are based on evidence and data
 Evidence based medicine
 Good relationships with suppliers: medicines,
equipment, service engineers

 Flexibility & speed of responses.

 Optimisation of costs & resources.

 Credentialing & Privileging of Staff

 Mutual growth, not parasitism.

 Not only responding to problems
 Pro-actively learning about processes,
improving on existing practices and
innovation
 Enumerate different sub processes and internal
customers in the following settings:
 Patient attends the Emergency dept after having an
RTA

 Patient posted for surgery

 Patient getting discharged from the wards

 Conducting a training program for hospital staff

 Patient attending OPD for fever and cough