Download - Qua;Ity Niru
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Structure
Process
Outcome
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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
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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
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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
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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.
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Quality of Structure
- Building and Allied Services
- Registration Counters.
- Doctors' Chambers
- Staff.- Waiting Area.
- Patient Call System
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An Efficient Enquiry Counter
communication system.
Specimen Collection Center
OPD Pharmacy
E.C.G room
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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
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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.
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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
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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
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Approach and Entrance
Display of Important Information
Parking and Traffic Control
Help and Guidance
Waiting Areas In patient Areas
Discharge Process
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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
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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 ?
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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 ?