Check out the latest range of Apollo Cycles in their 2009 catalogue. Used with permission by Apollo Cycles for advertising purposes.
150 Bed Hospital,NasikFull description
200 Bed Hospital, Chennai
concert bandFull description
Apollo - Myth and Legend - Brass
Apollo Hospitals Software Requirement Specification PDFDescripción completa
Descripción: FYS-FH T3 Caso Apollo
Descripción: NASA book describing the Apollo Program featuring essays by astronauts, engineers, and managers of Apollo.
APOLLO HOSPITALS: DIFFERENTIATION THROUGH HOSPITALITY Group-1 (MS5560: Service Operation Management) 1) What strategy should be used to reduce the numbers of complaints and sustain the culture of excellence at Apollo hospitals, Bangalore under the leadership of Dr Panyala ?
An integrated system –
The complaints system should be integrated into the work of the whole organization. This means that: • • •
Complaints are used to identify gaps in the quality of the service, Investigation of complaints is collaborative, and Information is shared among management teams (including clinicians and quality improvement teams), administrators and consumers.
In a fully integrated system, complaints can highlight adverse events that may otherwise have been overlooked. Furthermore, complaints data can be aggregated with incidents data to provide more complete information.
Creating a system where feedback is encouraged allows for consumers to make positive comments as well as complaints.
Better use of Technology
Use of technology at its fullest not only for the treatment purpose (generating report quickly etc.), but also for hospitality can help hospitals to win customer’s loyalty.
Use of Analytics:
Collected feedback from customers on a regular basis can be stored and Analytics can be used on top of that data to predict the system to make it efficient which will help the hospital to give better experience to their patients in terms of treatment as well as hospitality.
Availability of Doctors and Nurses 24/7
Ultimate aim of a hospital is to provide good treatment and for that, Doctors and nurses should be available to handle any emergency situation.
The hospital needs to have policies on how complaints will be handled and on how adverse events will be treated. These policies need to be clear to all staff.
The organization demonstrates that it actively seeks feedback from consumers and their families’ through the way it promotes the complaint process. The complaint
APOLLO HOSPITALS: DIFFERENTIATION THROUGH HOSPITALITY Group-1 (MS5560: Service Operation Management) process should be advertised widely and it should be clear to patients and their families how they can make comments about the service or express their concerns. The overriding message from The organization needs to be that all feedback is welcome, whether positive or negative.
Staff training and support
An organization that is committed to better complaint handling will ensure that its staff is properly trained.
Once the complaint is recorded, there must be a system for tracking complaints. A computerized system will enable ‘flags’ to be sent to relevant staff for them to take action. The complaints manager is responsible for coordinating complaints. Monitoring of complaints Progress, particularly more serious complaints, should be a regular agenda item at quality and risk management meetings.
To ensure that systemic problems can be identified and dealt with, it is most important that organizations have adequate data collection tools. This will enable data to be aggregated and analyzed to identify trends. This will also ensure wider transparency and public accountability, which are key aspects of a high quality health care system. Good data collection means the organization can: • learn from mistakes, • identify systemic issues, • reduce risk in the future.
This is an essential element of an integrated system. There must be systems set up to report on the outcome of complaints, as well as a system for analyzing and reporting on trends identified by complaints. Reporting has three main components: • Reporting to the consumer, family or friend who made the complaint (this is discussed further in the section on ‘Complaint handling processes). • Reporting to the quality systems of the organization and to senior management – to enable decisions to be made regarding organizational change, policies and resourcing. • Reporting to staff – both to staff involved in a complaint and, if there are broader issues involved, staff to inform them of changed procedures/policies and to facilitate learning and change. Complaints can be used as a concrete example of why change might be needed.
APOLLO HOSPITALS: DIFFERENTIATION THROUGH HOSPITALITY Group-1 (MS5560: Service Operation Management) 2) Given the manual intensive process involved in addressing the hospitality issue, what is good sigma level? Could Apollo set a target for sigma level in hospitality?Presently period from march 2011 to December 2012 1434 complaint were received from among the 138600 in patients treated during the period which makes approximately 1.03% complaints
The company objective should be reach sigma level of 6 which can only be achieved by working upon certain key aspects A good sigma level in hospitality industry will be to work upon these aspects
Smooth admission procedure Friendly medical and non medical staff Comfortable furniture Varied choices of food menu Attractive surroundings Recreational facilities Privacy Clear signposting Adequate Provision for the visitors
Apollo Can definitely set a target sigma level if it works upon two important challenges 1. Patient’s sentiment towards the hospitality provided
APOLLO HOSPITALS: DIFFERENTIATION THROUGH HOSPITALITY Group-1 (MS5560: Service Operation Management) 2. Design a process improvement plan that is affordable
How to achieve? Customer feedback-treating each complaint as a defect All services that did not require core clinical expertise were classified as hospitality service, including service such as billing, dietician service, food and beverages, facility housekeeping ,nursing, facility an overall operations. All the metrics defined and mapped can be helpful as a sigma metrics. Results
Quantitative improvement Working on each problem as defect would not only help in reducing the number of complaints but also improve the service levels Word Frequency count-word frequency count will help in improving the problem areas which will help in benchmarking
Quality improvement DMAIC framework-will help in working upon one problem caused by many different other problems