Month: March 2021

Why The Focus Of A Medical Center Should Always Be On The Patients?

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Whichever industry you are in, the first way to compete is to differentiate yourself from your competitors. The situation in the health sector is not different.

Moreover, in the health sector, patients want to see you different from other hospitals, as well as position themselves differently to feel different than other patients. This happens only with their satisfaction.

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Hospitals that aim to be the hospital that know their patients best and meet their expectations best have high service quality and customer satisfaction, which are the biggest weapons of the companies in the competition race.

There is a sense of loyalty in satisfied patients and they encourage their relatives as they come to your hospital. Therefore, there is a visible increase in the number of patients in a short time.

The success and sustainability of the service offered by healthcare institutions depends largely on the ability of patients to meet their requests and expectations.

In order for the healthcare institution to meet patient expectations, patients’ satisfaction with the service provided should be investigated. It is important in terms of patient satisfaction that the health institution knows its patients, establishes better relations with them, determines their demands and expectations.

If we get to know our patients’ demographic characteristics, lifestyles, needs, income levels, service-receiving habits, and the reference groups they use more closely, we can provide them with better service than other hospitals.

By measuring patient satisfaction; It is necessary to learn the satisfaction status, expectations, suggestions and feedback of patients benefiting from healthcare services, to ensure continuous improvement of quality throughout the entire service process, and to investigate the effects of socio-demographic and treatment process variables on patient satisfaction.

It also provides managers with important information about patient satisfaction, the structure, process and outcome of healthcare services.

According to satisfaction studies, the expectations of the patients from the hospital are roughly:

  • Correct diagnosis, diagnostic procedures
  • Correct treatment
  • Knowledgeable, qualified and skilled health professionals
  • Respect, attentive service
  • Friendly service
  • Timely service
  • Clean environment
  • Reasonable price

Patients’ expectations from nurses

  • Be friendly and caring
  • Being knowledgeable, qualified and resourceful
  • Timely and open communication
  • Clean environment
  • A quiet environment
  • Fluid patient care processes

Determining patient profiles and expectations is actually a kind of market research application. In market research, heterogeneous market with different behaviours according to patient profiles should be divided into homogeneous market segments having similar characteristics, this could be done with the help of hospital consultancy in India.

With this method, also known as market segmentation, the market must be divided according to criteria such as demographic, socio-economic, psychological, geographic and buyer behaviour, and information about the target customers and expectations in the most appropriate market segments must be obtained.

As a result, determining the patient profile and expectations plays an important role in the management of the health service provided to the patient.

In patients’ perception of quality service; Matters such as waiting times of patients, courtesy and consistency of employees, accessibility to service, delivery of the service provided at once and correctly, and timely and complete delivery of the service are important. And this is why, we suggest you to contact hospital consultants in Delhi NCR so that you can serve your customers in the best way.

What Can Be Done To Increase Hospital-Based Fidelity?

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The way to ensure the patient’s loyalty to the institution is through the patient’s heart. Just like the bond of trust between the patient and the doctor, a bond should be established.

In this sense, in order for the call centre to establish this communication and to carry out projects, information flow should be ensured from each department, and everyone from the lowest official to the top manager should contribute to this data.

What Can Be Done to Increase Hospital-Based Fidelity?

For example, every patient who enters hospital for any type of treatment should be called after the completion of his/her treatment to know about the satisfaction level.

His complaint, if any, should be listened to, and information should be given again when the issue is resolved. These patients should not be called only once, but should be examined periodically, at least once a month, for new applications. You can apply such measures in your hospital after making a consultation with hospital consultancy firms in India.

Or, if the patient has given birth in your hospital, they should be under close follow-up of the paediatric unit. For example, you can check whether a baby had the tuberculosis vaccine or not, and you can pass the feeling of interest and trust.

For example, if a patient/patient’s relative who regularly comes to the internal medicine department has not come to any other department, this person can be offered to have look on other departments of the hospital as well.

Of course, this requires a strong transcript supported by medical data. For example, it may be reminded that a diabetic patient should have an eye examination periodically and the reasons for this can be cited.

Thanks to effective management, you know your patients and their families, and thanks to proactive marketing, you can increase the variety of services they benefit from and keep patient loyalty at high levels.

Word of mouth is the most effective form of advertising in the world. An unsatisfied patient who is not followed up and is not attended to should reach you without telling others about his complaint so that you can keep the broken arm in the sleeve.

Otherwise, it is possible for the institution to lose both current and potential patients. However, thanks to the feedback, suggestions and complaints from patients, business processes can be improved and effective patient relationship management is provided.

In this way, a difference is made in the eyes of the patient. For example, by developing a complaint suggestion system, gathering all future suggestions and complaints in a single centre and analysing the results, eliminating possible problems and improving processes will make a difference in the eyes of the patient.

Marketing campaigns can be prepared with an effective call centre application. However, the patient list on which these campaigns will be implemented must be carefully prepared.

There should be many screening criteria according to the advice of hospital consultants in Delhi NCR. For example, if you are going to send a congratulatory message on mother’s day, the person you send should not have lost their child in your hospital during pregnancy.

Otherwise, you may face an inappropriate situation and cause the patient to be upset and dissatisfied while the patient wants to maintain loyalty.

Patient Loyalty And The Importance Of Brand Power In The Health Sector

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One of the factorsthat increases patient loyalty is the prestige that the power of the brand gives you. Some patients choose and stay hospital simply believing in the power and prestige of the brand. One of the most important duties of such hospitals is not to damage this strong perception.

The prestigious hospital does not necessarily have to have brand power. But a hospital with brand power must be prestigious and fulfil the strength of the brand.

Your brand power builds over time, with your advertising work, your high service quality and your dignity in your business. Because branding means transforming into an institutionalized state of quality and nobility. Nobility, on the other hand, depends on having a well-worked corporate culture.

Institutional culture is realized by the understanding and acceptance of the logic of “This is how things work here” by all business partners that make up the institution.

The impact of corporate culture on the perception of prestige and therefore on the brand power you are trying to create is very high.

In hospitals with a strong corporate culture, all doctors and business partners adhere to established behavioural criteria that indicate how they should behave and give a more integrated image. Generally, strong and effective management is done by contacting healthcare consulting firms in India, and this is the reason why we would like to suggest the same thing for you, to contact an expert.

On the other hand, in hospitals with a weak corporate culture, everybody plays differently because no one is sure about what to do and how to do it.

In such hospitals, some doctors and nurses take the initiative and some criticize them constantly. As a result, a chaotic situation emerges, and the patient’s trust in the hospital is damaged.

Knowing your customers closely, following them and doing a deepened data study, establishing a strong call team with a good CRM support will benefit you in terms of customer relations in every sector.

Because in customer relations management, satisfied customers are reflected in the whole process and provide loyal customers. This naturally brings profitability.

Patient satisfaction is a component of assessing quality of care. The measurement of patient satisfaction is part of a global context of the rise in the role of the user in the organization of the health system and the growing role of quality approaches.

The service provided to the customer and therefore its appreciation hold a central place. Today, patients are active partners in the care offered to them and their satisfaction is considered as an indicator of the quality of care.

The collection of their point of view is necessary to assess the quality of a healthcare system as well as the technical considerations that healthcare professionals may deliver.

The quality of this new relationship between the patient and his doctor and the satisfaction expressed by the patient must be evaluated in order to bring about continuous improvement, and this can be done with the help of hospital management consultancy services.

Keep in mind that some patients are more familiar with the digital world than we think. Another recommendation is to reduce waiting times. It is also advisable to create a harmonious work environment. This influences the quality of care received and patient satisfaction with our services.

Medical Care And Patient Loyalty: How Are They Related?

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A hospital that cannot increase the number of patients is likely to suffer from patient loyalty. Patient loyalty generally occurs in three ways.

  • PhD-based loyalty
  • Hospital-based loyalty
  • Loyalty to brand power

PhD-Based Loyalty

As the patient is satisfied with the doctor and his abilities, it becomes dependent on the doctor. Even with the slightest dissatisfaction with the hospital in general, he does not go to another hospital.

As the personal talents of the doctor come to the fore, his patient continues to come to the hospital as long as he does not leave the institution.

The loyalty rate is high, the abandonment rate is low. It is an advantage to have such doctors with high caliber and strong human relations working in your hospital, with the help of top hospital consulting firms in India, you can ensure growth of your hospital.

It is reflected in your turnover, profitability and number of patients. However, the situation turns into a disadvantage, as the number of patients will decrease as soon as you set off with these doctors.

In a sense, there is a risk that your continuity in terms of profitability, turnover and number of patients will be interrupted at any moment because you are doing business dependent on individuals.

The doctoral loyalty method is like a chain. While the doctor is pleasing the patient so that the patient does not run away, the hospital has to please the doctor so that the doctor does not escape.

Hospital Based Loyalty

Close relationships should be maintained with family health centres, clinics, and associations operating in your region. These are your potential business partners, and you should look for ways to get together with them on different occasions from time to time, and highlight the corporate identity of your hospital.

But it doesn’t end here, it even starts here. Because the potential business partners we mentioned can only refer the patient. The stages after the patient comes to you are up to the abilities of your institution.

If the abilities of your stingers get ahead of your institution, your doctor will win a patient, not your hospital.

However, hospitals are not obliged to doctors to ensure patient loyalty. In order to ensure patient loyalty by hospitals, patient-oriented procedures should be carried out at every stage of the institution and the expectations and needs of patients should be met at the maximum level.

According to top healthcare consulting firms in India, the hospital should be in contact with the patient as well as the patient’s communication with the doctor.

For example, it should be ensured that all the hospital personnel they encounter until the patient enters the doctor’s room, starting from the first security guard when the patient arrives at the institution, try to help the patient with the same understanding of quality and make the patient feel special in all processes and receive high quality service.

After leaving the doctor’s examination, he should continue to receive the same quality service until he leaves the institution. It is necessary to give the message to the person who is satisfied with all the processes that all the doctors working in that hospital are very good and successful doctors.

The most appropriate unit to receive this message is the patient communication centre, that is, the call centre. With an effective call centre, it is possible to make patients and their relatives loyal to the hospital, not to the doctor.

How To Achieve Long Term Goals Of Your Hospital With Patient Satisfaction?

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Nowadays, as patients want to learn about their diseases and participate in the decisions made about them, providing healthcare services determined only by the healthcare team is not sufficient for the provision of quality healthcare services.

For this reason, patient satisfaction is considered as a service process focused on patient expectations and needs in quality health care. Because the patient whose expectations for healthcare services are not met and his family are candidates to become the patients of another hospital.

The orientation of clinics and hospitals is focused, in most cases, on health without considering the comprehensive experience that the patient lives in interaction with the institution.

Each point of contact establishes a perception that influences the Experience and that will undoubtedly be a reason for recommendation or disapproval.

Hospital management consulting company design service models and redesign internal processes to improve care and increase patient loyalty and recommendation.

There can be no improvement without first correcting the attention and ways of working. Providers of hospital consultancy services in India know how to approach change. They advise clinics and hospitals to improve from within and create positive experiences.

How to guarantee complete patient satisfaction? How does the patient feel your attention and care? That you are quick to answer their questions by shortening the time to get results? Ensure that your team delivers qualified, patient-centred care? How to shorten the length of hospital stay? Ensure patient safety in a hospital setting? Do you run a medical institution and are looking for answers to these questions every day?

Top hospital consultants in India offer a wide range of solutions to improve patient satisfaction.

As a healthcare manager, you strive to ensure complete patient satisfaction. For obvious reasons, each patient and his family is interested in their own experience of hospital stay: understanding health problems and their treatment; speedy recovery and return home; proper care and safety during hospital stay.

This means that you must provide fast and accurate diagnostics to solve the patient’s problem; appropriate level of training of personnel; provision of qualified medical care, patient flow management and bed allocation; creating safe conditions for hospital stay and rational use of antibiotics.

Medical staff must be qualified, motivated and provide quality patient-centred care. It is important that patients feel proper care of themselves. Clear workplace expectations and working principles help staff develop the right skills.

Hospital administrators must also support their staff to continue their education and keep abreast of new technologies and knowledge in the field of medicine.

Reducing the length of stay in medical institutions

For the patient, this is an early return home to his loved ones. For you, this is also the optimal operation of your institution and the provision of the best possible care for the majority of patients.

Measures of healthcare consulting firms in India on continuous improvement will help your hospital to improve their capacity to minimize waiting time, maximize productivity and improve patient care.

Things To Consider Before Designing Hospitals

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Because of the wide range of services and functional units, the hospital architecture design & planning India are quite complex. An ideal hospital design integrates the functional requirements with the human needs of its varied uses. All the hospitals share certain common attributes regarding their size, location and budget.

hospital-designers-planners

Here are some points that are very important for hospital architecture design & planning in India.

Cost-Effectiveness and Efficiency

An efficient design layout promotes staff efficiency by minimising the travel distance between frequently used spaces. It could allow the visual supervision of patients, providing an efficient logistics system for food supplies. So, the efficient use of multi-purpose spaces and merge spaces is an excellent way to efficiency with cost-effectiveness.

Flexibility and Expandability

With time, the needs and modes of medical treatment are changing. Thus, before designing the hospital, one should follow the modular concepts of space planning and layout, like using generic room sizes and plans as much as possible.

Therapeutic Environment

The architect of the hospital should be convenient for the patients and visitors and provide an unthreatening comfortable and stress-free environment. This can be achieved by using cheerful textures and varied colours in patient’ rooms. Also, allowing natural light in their rooms gives them a refreshing environment that helps them recover fast.

Cleanliness and Sanitation

Keeping cleanliness and sanitation should be the chief priorities of hospitals. Therefore, the design of the hospital must be easy to maintain and clean. Therefore, the design should be facilitated by appropriate and durable finishes for each functional space.

Safety and Security

The hospitals have several security concerns like the safety of patients and staff, hospital assets like including drugs, property and vulnerability to terrorism because of high visibility. Thus, safety and security must be built by keeping such things in mind.

Sustainability

 Hospitals occupy large spaces that have significant effects on the economy and environment of the surrounding community. Also, they need high energy and water and produce a sizeable amount of waste. Because of this, a sustainable design must be used or consider when building and designing the hospitals.

Astron Health Care

With more than 20 years of experience as a professionally managed consultancy organization in hospital and healthcare, Astron healthcare consultancy understands that expanding your current facility or building a new one is the most exciting yet challenging endeavour!

A successful hospital architecture design & planning India requires careful planning. Astron Health Care is a professionally managed consultancy with top-class construction’s team that approaches architecture, construction, fulfil the requirement of equipment and eliminates problems by accepting full responsibility for the design and construction, resulting in a smooth experience. For more information about Astron Health Care approach to the hospital building and design, go to www.astronhealthcare.com

Quality Accreditation is making Hospital care better

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In the globalized world, the healthcare industry is not only impacted by corporate growth but various other forces like business competition, medical tourism, medical insurance, patient expectations, etc. Because of this, the quality of healthcare at hospitals is affected. Quality of care is one of the prominent agendas of any health policy. This has led to the establishment of national and international regulating bodies that offer accreditation to hospitals. Hospital Accreditation is a process by which an organization like a hospital, clinic, and other healthcare services, are assessed on a set of predetermined standards.

NABH (National Accreditation Board for Hospitals and Healthcare Providers) is a healthcare governing body in India that ensures quality healthcare and peerless patient experience and satisfaction at hospitals through its regulations. JCI(Joint Commission International) is an independent, not-for-profit organization that evaluates and accredits healthcare organizations in all countries of the world, except United States. Both NABH and JCI accreditations aim to improve the quality of care through diverse approaches which are either mandated by the government, voluntary or initiated by independent agencies.

Accreditation and Improvement in quality of hospital care 

The following points show how accreditation helps in improving the quality of health care.

a) Accreditation ensures better patient care:

As we know, the future of healthcare is aimed at more efficient and high-quality healthcare. Surveys have shown that accreditation emphasizes better patient satisfaction scores. When the result is a higher patient satisfaction score, it entails profit and is beneficial to all stakeholders, patients, and employees. Patients are the biggest beneficiaries. Accreditation generates high quality of care and patient safety. The patients get services from authorized medical staff. The rights of patients are admired and protected. Patient satisfaction is regularly evaluated. 

b) Accreditation to a Hospital stimulates continuous improvement.

It enables hospitals in demonstrating a commitment to quality care. It uplifts community confidence in the services provided by the hospital. It also provides an opportunity for the healthcare unit to benchmark with the best. Hospitals tend to naturally put in the effort, invest in better technology, and raise the bar for better patient care.

c) Accreditation provides a sense of trust in legal circles:

Accreditation provides an objective system of jury empanelment by insurance-vendors and other Third Parties. This helps in obtaining better third-party insurance vendor support or receiving more backing from stakeholders to enhance infrastructure. Accreditation provides access to reliable, authentic and certified information on facilities, infrastructure, and level of care.

d) Accreditation improves working environments for staff:

The better the healthcare organization in regards to infrastructure, cleanliness, faster services, and good maintenance of healthcare equipment, the easier it is for staff to manage patient data and patient care effectively. The patients get services from authorized medical staff. It leads to improved productivity, better staff performance, and higher chances of greater patient satisfaction.

e) Accreditation maintains the hospital image:

Accreditation is an ongoing process that takes years to achieve. This means the hospital must show credibility in its services, must be responsive to improvements being suggested, must display full transparency in communication to staff and stakeholders, and must have the hunger to innovate for better patient care. This improved care quality would automatically facilitate lesser or no patient complaints and more patient and stakeholders satisfaction and would make the hospital most preferred among the patients, thereby improving the hospital’s image.

All in all, accreditation improves the overall professional development of Clinicians and Paramedical staff and provides leadership for quality improvement within medicine and nursing.

Top 4 Healthcare Design Trends That Will Shape Medical Planning In 2021:

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Top 4 Healthcare design trends that will shape Medical planning in 2021:

In 2021, as we all know, the healthcare industry is booming at a rapid rate. It is one of the fastest-growing sectors of our economy with no signs of a downturn. As the population continues to rise, healthcare facilities are looking to expand, grow and keep up with the rising number of people coming through their doors.

The healthcare industry is transforming through innovations and technology.  Rethinking what a perfect healthcare design to improve the experiences and comfort for the patients and caregivers who occupy those areas.

The latest design trends in healthcare are focused largely on comfort and mollifying anxieties, as well as thematic designs, different layouts, and ease of use.

Following are the four biggest trends that are hoped to shape healthcare and medical design in 2021.

1. Growing Outpatient Care Volumes

Advancements in medical care are helping more and more individuals to seek care in a healthier environment. We are living in a time in which outpatient facilities are extremely important. These are places in the healthcare spaces where patients can go for tests or procedures without needing to stay overnight in the hospitals. Outpatient facilities must also be considered under comfort and design aesthetics. 

Advancements in patient reception and tracking will create new types of outpatient treatment spaces. Integration with telemedicine concepts will lead to smart-growth within the ambulatory network, which will help to reduce the physical visit volume. Moreover, design teams will need to consider elements of choice and personalized environments with these facilities as well, given the growing visit volume and importance to the system’s overall business model. Outpatient care will have a substantial need for design re-thinking.

2. Healthcare will be omnipresent and streamlined

Healthcare will become more and more ubiquitous and omnipresent. It will become more active in patient’s lives yet less noticeable all around. Appointments will become more frequent, but quicker and more efficient, with fewer wait times.

Healthcare design will play a major role in this transformation. Patients will have access to new gadgets and technology that will monitor health indicators. Designers will need to build these devices so they blend naturally with the environment.

Hospitals will play a lesser role while the individual patient and personalized care will become more prominent. Telemedicine, the remote delivery of healthcare services, will become more common. Designers will need to adapt themselves and innovate beyond physical spaces and into the digital sphere.

The coming year will likely continue the spectacular technological process of the proceeding twenty years but at an accelerated rate. Medical facilities will require designs that are more fluid, open, natural, and will provide the Zen environment. These facilities will also be integrated into the world effortlessly but will require elegant designs. Technology will continue to be a disruptor and designers will need to shake hands with these new technologies.

3. The future of our healthcare industry is healthcare on-demand

Tele-health has been an emerging parts of healthcare, but the pandemic fast-tracked its process. Tele-health will take hold of the major portion of the health industry because of the comfort people will feel with in-person visits to their GP. 

Healthcare companies and health insurers will have to grapple with this new ecosystem, which will include the geographical challenges of serving remote communities. The Healthcare ecosystem will experience new technologies and new platform solutions in tele-health that will deliver healthcare remotely. The combination of tele-health with remote care by smart devices like smart watches, mobile phones, combined with the power of Iot will start redefining the healthcare ecosystem. The healthcare of the future will be a big shift from the current model that we all are very comfortable with.

The patients will not prefer to wait for an appointment or be kept in a waiting room to see a doctor. This new generation will desire healthcare on-demand.

4. The experience of receiving healthcare will be more pleasing.

Healthcare facilities of the future will engage patients more actively. No longer will patients be told to sit in a cold room and wait to get their treatment. Healthcare environments will become more open, universal, and holistic. There will be separate areas for patients according to their requirements.

The space of a medical facility will become easier to navigate and will induce feelings of welcoming and calm. Landscapes and plants will be further put into the design of hospitals to provide patients with a feeling of being in touch with nature and the outdoors. The designers should try to develop a storyline and an experience that resonates with patients. Themed designs will gain popularity for healthcare spaces. The look and feel of a doctor’s office or hospital space equally contributes to a patient’s wellbeing, and themed designs will help to achieve this.