Humanization And Quality Of Hospital Environments

The trends in relation to the planning, design and equipment of the entities that offer health services at this time focus on several aspects to be able to cover the different variables that protect the needs of the moment.

Current trends should be based on at least 8 topics:

  1. Creation of curative environments
  2. Evidence-based design
  3. Construction sustainability
  4. Quality certifications
  5. Patient safety
  6. Infection control
  7. Incorporation of technologies
  8. Communication

The creation of healing environments refers to the interaction of the five senses with the environment. Senses that allow knowing and enjoying, therefore they are potential to heal, work, feel pleasure and communicate.

Several authors highlight the importance of architectural design, natural light, exterior views, privacy, lighting control, colours, cleanliness, climate, sounds (noises), accessibility and ease of communication, clear signage, the construction materials, finishes and furniture are essential to achieve a welcoming and pleasant environment for patients and healthcare personnel.

A very expensive hospital building does not necessarily mean that it is of good quality, it can have many undesirable characteristics such as improper operation of the proximity relationships between departments, very small spaces, insufficient sound insulation between the offices, etc.

DESIGN PRINCIPLES

In the design of hospital environments, in addition to meeting the spatial and functional requirements, it is important to consider some basic criteria that contribute to the humanization of these environments, such as security and privacy. And this is why, it is of utmost important to contact healthcare architecture firms in India before building your medical center or hospital.

Safety: The physical environment should try to safeguard the personal sensitivity and human dignity of patients and their families, try to lessen their anxieties and concerns, especially in those cases where patients and their families are going through difficult times, such as: waiting for the results of a surgery, an emergency, intensive therapy, or a crucial diagnosis.

This can be considered when selecting finishes, taking into account that there is no need to create all aseptic environments giving priority to maintenance, reflective surfaces are not desirable.

Security can be provided by providing a warm non-institutional environment, in order to reduce fear, and increase the confidence and self-esteem of the users.

Privacy: it is a primary consideration in the design of environments conducive to the practice of Medicine. This sensation is crucial for patients receiving a certain type of treatment, such as cancer patients, which frequently manifest feelings of depression, anxiety, fear of being discriminated against, rejection, etc.

The physical environment and the size of the spaces should provide adequate levels of privacy. While waiting in critical areas, personalized spaces are necessary where families can wait together with a minimum of contact with other patients, but it is also convenient to have spaces that suggest a certain sociability and stimulate personal contact since some patients and families feel considerable support by sharing your concerns with others who are experiencing the same situation.

According to hospital project consultants in India, in the internal areas of the emergency or first aid department, it is convenient to visually and acoustically separate the pediatrics areas from those for adults, women from men, critical patients from chronic patients, in order to lessen the impressions that may psychologically disturb the patients and their families, and prevent their recovery, reassurance and progress.

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

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.

hospital-planner-in-india

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?

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

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.

How Hospital Management Consultancy in India Help Hospitals to Bring Profitability?

The healthcare industry in India faces several challenges because of increasing competition. A lot of other factors are also responsible that affect hospitals profitability such as economic recession, growth in unsecured care, and increased competition for outpatient services. To provide excellent services with increased profitability a hospital management consultancy in India can help hospitals in achieving their targets. According to top hospital consultants in India, if hospitals start focusing on two factors they can enhance their profitability for sure. These factors are:

  • Reducing costs
  • Increasing Reimbursement

The practices that help hospitals to increase revenue involve:

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Reduce the staffing cost by using HRIS system:

Manpower is the biggest expense for every hospital and it is not possible for hospitals to reduce their staff. Hospitals should adopt the human resource information system (HRIS) which is online software to provide a solution for data tracking, data entry, data and data information required by the HR department of the hospital.

Hospitals can employ part-time or hourly employees. This can help hospitals to track their efficiency on an hourly basis as hours worked per case. Hourly based staff includes nurses and managers who come just a few minutes before the surgery.  Continue reading