Quality in Healthcare(2)

8/8/2019 Quality in Healthcare(2)

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KALPANA-3510910311

KASTHURI-3510910340

KAVIPRIYA-3510910346

KHADEEJA-3510910352



The establishment of policies and proceduresthat decrease premature death and increased quality of life of patients define quality health care

management. Quality healthcare management is alsocost effective and generates a profit.



The Healthcare Industry

Affordable Quality Healthcare

Decrease in Premature Death

Financial Viability

Quality Healthcare Management Saves Lives



Professional initiatives, such as self-regulation, education, standardsetting, and professional audit methods.

Promoting evidence-based medicine (EBM) and evidence-basedprotocols (promoted by professions and some governments).

The use of audit: setting standards and comparing practice to

standards (uni- professional, multidisciplinary, and organizational (e.g.UK Kings Fund).

Government regulation (licensing and inspection).

National quality strategies (e.g. Norway, Denmark, the UK).

Quality prizes and awards.

Quality data collection and comparisons (confidential and public).

Benchmarking.

Patient information, participation, and rights.

Pathway and re-engineering methods.

Total quality management (TQM).



Apollo Hospitals is a major hospital chainbased in Chennai, India. It was founded by Dr. PrathapC. Reddy in 1983. Apollo is the largest private

healthcare provider in Asia and the third largest in the world, with hospitals in India, Sri Lanka, Bangladesh,Ghana, Nigeria, Republic of Mauritius, Qatar,Omanand Kuwait.



y State of the art and Best in class Infrastructure

y Excellent clinical team and dedicated and committedHuman Resources

y Credentialing and Privileging of all clinical staff

y Clinical Pathways usage for best possible outcomes

y Excellence in Allied Services and Specialties

y Focus on Research

y Emphasis on Quality Management

y Excellence in Academicsy Benchmarking against the world's best centres

y Tracking and standardization of best practices



y To know how quality aspects through various media made differentpeople to choose APOLLO Hospitals for different health problems.

y What factors and variables of advertisements influence them tochoose.

y To know what position does the hospitals Quality has in the minds of

people.y To know how they became aware of the quality offered by the hospital.y To know level of satisfaction about the hospitals services.y To find out the potentials for the hospital management that make

them stand different from others.y To know how maintain and improve brand awareness built through

quality maintenance.y To analyse whether any strategic changes has to be made in TQM

implementation in APOLLO Hospital.



y Due to lack of time, all patients could not becontacted.

y The study has been restricted to Chennai city only.

y

As the project is a simple sample study and is confinedto few patients only, if may or may not pictures theentire customer feelings.

y The awareness levels of the patients may change fromtime to time and so there is a possibility of changes in

the research results.y Few patients refused to respond or could not respond

appropriately due to Lack of time, Ignorance etc.,



y Patient quality : whether the service gives patients what they want.y Professional quality : professionals views of whether the service

meets patients needs as assessed by professionals (outcome is onemeasure), and whether personnel correctly select and carry outprocedures which are believed to be necessary to meet patients needs,(process).

y Management quality : the most efficient and productive use of resources to meet client needs, without waste and within limits anddirectives set by higher authorities (øvretveit, 1992).

y They propose four distinguishing characteristics or functions, whichare often defined as the essence of good management:

y empowering clinicians and managers to analyse and improve process;y adopting a norm that customer preferences are the primary

determinants of quality and the term GGcustomer includes both thepatients and providers in the process;y developing a multidisciplinary approachy which goes beyond conventional departmental and professional lines;

and,y providing motivation for a rational, data-based cooperative approach

to process analysis and change.



Customer focus internal and external

Process analysis.

Quality project teams.

Simple methods used in a systematic way to analysequality problems, plan change, and evaluate theresults.

Data to identify and analyse problems and

to evaluate the results of change.



y Radiosurgery y Novalis TX y Cyberknife

y Liver Transplanty

Bone Marrow Transplanty Hand & Microsurgery y Infertility Carey Cosmetic Surgery y Birmingham Hip Resurfacingy Stem Cell Transplanty Emergency & Trauma Servicesy Bariatric Surgery



y Joint Commission International Accreditation

The Joint Commission International (JCI) is aU.S based accreditation body dedicated to improving

healthcare quality and safety around the world. Theaccreditation is an international gold standard forhospitals. The Apollo hospitals group achieved theunique distinction of achieving accreditation for its

hospitals



JCI assesses through a rigorous on site survey process, ahealthcare providers quality in the following key areas -

y Access to health care

y Health Assessment and care processes

y Education and rights of individualsy Management of information and human resources

y Safety of facility

y Infection control

y

Collaborative integrated managementy Facility management

y Performance Measurement

y Education & Rights of Patients



y N ABH accreditation

National Accreditation Board for Hospitals &Healthcare Providers (NABH) is a constituent board of

Quality Council of India, set up to establish andoperate accreditation programmes for healthcareorganizations. The board is structured to cater tomuch desired needs of the consumers and to set

benchmarks for progress of health industry. ApolloSpeciality Hospitals ,Madurai and Apollo Speciality Hospitals Chennai were accredited by the NABH .





y ISO 9002 Apollo Hospitals, Chennai was the first hospital in

India to be awarded an ISO 9002 certification.y Superbrand

The Indian Consumer Superbrands Councilincludes some of the most eminent marketing, media andadvertising professionals. As the council members agree,"Obtaining Superbrands' status puts the brand in the circleof an elite group that is seen to represent the best practicesin brand management. Ultimately it can be likened to abrand oscar. Apollo Hospitals entered the 'Superbrand'category in 2004.



From this study we conclude that quality standards of Apollo hospitals are very high which is very muchevident from the success ratio of the surgeriesperformed .

y Quality assured in Birmingham Hip Resurfacing is98%

y Quality assured in Cosmetic surgeries performed is96%

y Quality assured in Stem cell Transplantation is 80%

y Quality assured in Liver Transplant Performed is 90%

y Quality assured in Heart Surgeries Performed is 99%



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Quality in Healthcare(2)