Introduction to the concept of Quality
Quality is doing the thing right, the first time and every time
Perceptions of stakeholders about Quality
Doctors - Accuracy and elegance of technical solutions
80% Technical 20% Emotional
Customers - Cannot adequately evaluate Technical Competence thus Feel Factor becomes much more
Important in Health Care.
So the need to manage the emotional aspect “being treated as an individual” is by a considerable margin more important to satisfaction than “getting better”
Components of Quality in Healthcare
Dimensions Area Covered
Responsiveness The willingness to provide prompt service and help
to customers .
Reliability The ability to perform the desired service dependably,
accurately & consistently
Tangibles Physical facilities, equipments, appearance of personnel
Assurance Employee’s knowledge, courtesy and ability to convey
trust and confidence .
Empathy The provision of caring and individualized attention to
customers .
Why Service Quality ?
• Primary Healthcare
• Our Clientele
• Our USP
"Good Doctors, Good Diagnostic Facilities, Well Stocked Pharmacies does not imply quality; the most important distinguishing factor has to be Service Quality and Customer Delight"
Critical Success Factors
· The future of healthcare depends on quality of service – so the need for laid down processes
· Little things make a difference
· Difference between ordinary and extraordinary
· Keeping promises meets patient expectations, but pleasant surprises exceed them
Service Design Questions
• Who is our customer?
• How do we differentiate our service?
• What is our service package & operating focus
• What are the processes, staff, and facilities?
• Speed of change of service offerings (Reaction vs. Adaptation)
• Each element -consistent with operating focus
• User-friendly
• Designed for consistent performance by staff & systems
• Seamless links between back & front office.
• Evidence of service quality is visible - customers "see" the value provided. Credible?
SOPs – Execution
RESPONSIBLITIES
• Team Leader
• To go through the SOPs
• Explain the process
• Monitor perpetually
• The Team
• Imbibe the details
• Follow
• Co ordinate
• Self monitoring
ROLE OF DEPARTMENT OR UNIT HEAD
• To ensure that the SOP handouts reach every team member
• Monitoring
• Send a report after a month on follow up
THE END RESULT
Creating Customer Delight