User Focus in Quality Healthcare User Focus in Quality Healthcare - - PowerPoint PPT Presentation

“User Focus in Quality Healthcare User Focus in Quality Healthcare Management: Indian Scenario”

Presentation By:

• S. Krishnan & Bejon Misra,

Consumer Experts Consumer Experts www.bejonmisra.com bejonmisra@gmail.com At The 5th National Quality Conclave ‘Leveraging Quality for Good G ’ Governance’ 19-20 February 2010 at New Delhi QUALITY IN HEALTHCARE QUALITY IN HEALTHCARE

Important Criteria in the User Focus in the Quality Healthcare Standards the Quality Healthcare Standards

• Choice
• Accessibility
• Affordability
• Non-discrimination
• Transparency
• Accountability
• Full Information
• Quality of service
• Complaint resolution
• Regular improvement

Patient’s Expectations from Medical Practitioners and Healthcare Providers Practitioners and Healthcare Providers

• never to be a premature

pacifier

• never to be in a hurry
• never to pretend listening
• never to ignore what he/she

says says

• never to interrupt more

frequently than needed

• never to use medical jargon
• never to be judging
• never to keep on advising/

never to patronize

• never to compare with other
• never to compare with other

patients

• never to give offers which

cannot be fulfilled

• never to argue with his/her

bystander

Hospital’s Charter

(i) Access to all facilities Including Emergency irrespective of sex irrespective of sex, religion caste or economic status (ii) To display Facilities & (ii) To display- Facilities & Charges, (iii) Institutional complaint, & redressal system (iv) To provide information / records to patients / p authorized person. (v) To display Duty roster

• f Doctors/ Specialist
• f Doctors/ Specialist
• n call.

Patient’s Rights & Health: Consumer’s Perspective

• Right to privacy &

confidentiality

• Right of respect for the

patient’s time

• Right to the observance of

quality standards

• Right to safety
• Right of access to innovation

g

• Right to avoid unnecessary

suffering & pain

• Right to personalized

Right to personalized treatment

• Right to complain
• Right to compensation
• Right to compensation

Patient’s Responsibilities

• Patients should be courteous and

transparent with the healthcare provider provider

• Never get carried over by

emotions and misinformation

• Must share all anxieties with the

Must share all anxieties with the Doctor to resolve any kind of complaints or sub-standard treatment as perceived by the d t d d t l users and not depend on external inputs

• Should never become violent and

take law in your own hands and take law in your own hands and destroy properties and attack healthcare providers

• Consumer organisations should

g also develop a code for patients and never support any illegal activities by any consumers

Setting Standards: Best Practices

• Standard setting exercise

should be Science & evidence based in consultation with all the stakeholders with mandatory certification

• Health care providers have to

take the lead to educate internal take the lead to educate internal & external consumers on the benefits of User Focus

• There has to be perceivable

value for money and innovation value for money and innovation

• Patient feedback on Quality of

Service and various aspects of Standard has to be collated l l & d bli regularly & made public

• We have to ensure quality health

care services are made most affordable & accessible to the poor and disadvantaged consumers in India

Recommendations

1. All standards on health related activities must devote an exclusive chapter on how p to respect Patient’s Rights 2. While asserting on Patient’s Rights focus has to be ll P ti t’ equally on Patient’s Responsibilities 3. The Standard Setting Exercise on health services Exercise on health services must ensure involvement of all the stakeholders 4. Health care services should initiate self-assessment and User Satisfaction Survey and results made public to build trust and credibility between trust and credibility between the healthcare users & the health care providers

Health & Safety of the Patients y

Should Always Prevail Over Profit

Thank You! I am I am

• pen to

Questions