“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 5 th National Quality Conclave ‘ Leveraging Quality for Good Governance ’ ’ G 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) (ii) To display- Facilities & To display Facilities & Charges, (iii) Institutional complaint, & redressal system (iv) To provide information / records to patients / p authorized person. (v) To display Duty roster of Doctors/ Specialist of Doctors/ Specialist on 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 users and not depend on external d t d d t l 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 regularly & made public l l & d bli 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 equally on Patient’s ll P ti t’ 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 open to Questions
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