April - May 2014

The BOARDROOM Executives

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For those who Believe in Performance

Time To Make Some Changes

Editorial
Welcome to the maiden edition of Boardroom Executives. Change is the only constant and the evolution is key to survival. WEISERMANNER believes in the fact as cornerstone of life. As We evolve we have decided to share with you the ripe fruit of our continuous research and development in the form of Boardroom Executive Initiative. In the age of information overflow, where time is money we need information which are crisp, to the point and ready to apply. This is specially applicable to the people on top who have the power to make difference by their decision. We are trying to ensure that our information through boardroom Executives will help you, who is at top, to take faster and more strategic decisions in real time. In this issue we have tried to bring to your notice three important areas troubling the top executives. They are Manpower Vs Operational cost, Front office and Quality culture in the organization. The intention is to bring to notice the fact that Human resource management, job delegations and Quality audits are essential elements for proper functioning of the Hospital as well as profit maximization. I hope the case studies in the research article will also be helpful to bring to your notice the hidden variables in such areas. Do write to us about your troubles faced in Hospital and we shall try our best to help you in the same. Wish you a happy read and looking eagerly forward to your inputs. Sincerely, Dr Joy Krishna Banerjee Editor

Content
Manpower Vs Operational cost Improving The Face

Win With Us
The Boardroom Executive team invites articles, research work, and informative content on Healthcare management from its readers. Each published content will win fabulous prizes ! M : 81055 50944 E-mail: drjoy@weisermanner.com

of Hospital
Dos And Don'ts In Reception Quality Tool Audit Cycle

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Manpower Vs Operational Cost: A Managerial Tool To Balance Work Load

Manpower may be defined as the sum total of the skills qualification, creativity, talents, cognitive abilities as well as belief and workforce of an organization. The health care industry is one of the world's largest and fastest-growing industries. Consuming over 10 percent of gross domestic product (GDP) of most developed nations, health care can form an enormous part of a country's economy. It is estimated to have 130crore employee worldwide making the health care industry one of the largest segments of the workforce. OPERATING COSTMANPOWER-REVENUE It is understood that the healthcare industry is the human intense industry. In a typical hospital set up, expenditure on salary amounts to roughly 35-40 per cent of total expenditure. Most hospitals are believed to operate with excess manpower. Hospitals in tough economic times, where rising general and medical inflation rates struggle to strike balance between the revenue and operating cost. Operational costs can be reduced by several measures. Few of them may include
Appropriate staffing through an accurate method of predicting

volume utilization and staff productivity to arrive at the required staff number and staff mix. Providing accurate job descriptions to staff etc also adds to staff productivity. Use of part time staff, contract staff, overtime is some efficient ways. Energy consumption evaluation and reduction in energy consumption also contributes significantly to cost reduction. Investing in technology also reduces operational costs. Inventory control is yet another way of reducing operational cost.

Do you know
Healthcare is the most Human intensive industry. India is the highest exporter of Human resource in the field of Healthcare to US and European countries. This place is now challenged by Phillippines and Malaysian nurses. NABH 3rd Edition, has 10 standards dedicated for effective management of Human resources in hospital for better patient care. HRM chapter in NABH has 52 objective elements Out of 52 objective elements 6 of them are to have mandatory policy(s) drawn for them.

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IMPROVING THE FACES OF THE HOSPITALCase study on FRONT OFFICE First impression is the best impression.
INTRODUCTION The front office is the heart of the hospital and it is the first impression patients have of a hospital and their overall experiences in receiving the treatment. The persons in the front offices need to be thoroughly trained to ensure patient satisfaction with trained people in job, Patient tend to feel comfortable and return to the same organization to receive care and thus generating repeat business. The entrance and reception area is the first aspect of a hospital building that most users encounter and is also the natural hub of the hospital. It is particularly important because front office is the faces of the hospital so it should be functional and aesthetically pleasing. CASESTUDY Study was conducted in the front offices of two different private hospitals in Bangalore, the problem identified in Hospital I & II under Weisermanner consultancy of quality and health care management. Overlapping of shift Billing and registration in same counter. Prioritizing of activities is not done by staff. Staff moves out of counter frequently. Single person or two have been in counter during morning peak hours. No habit of greeting patients. Exhibit frustration in front of patients. Exhibit confusion at times. Language barrier, Using of jargons by staff. With proper job description and on job training it reduces work load. In busy hospital environment where emergencies and sensitive cases occur every day so the management need to be sure that the front offices team are efficient professional and compassionate to the patient and visitors. The main aim of the front offices is to have patient leave with smile and satisfaction in their faces and a feeling of having been well take care by the hospital and management.

Do & Donts
Do warm welcoming to the

Dont eat food at your desk.

patients with pleasant smile.

Do help for the patient what

they required.
Do proper communication

with the patient.

Do the allocated task in a

timely manner. Do proper registration and billing.

It's impossible to answer the phone with a mouthful. Don't wear overbearing cologne, perfume or makeup. Dont get into an argument with a caller or visitor. Don't wear casual clothing, or suggestive clothing. Dont complain or let coworkers know you're bored. Don't make that first impression be the last impression.

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remedied. A hospital audit is a structured and professional screening of the quality of services provided by any hospital against established criteria. Hospital audit has been defined as an evaluation system in which established standards are used to measure

Quality In Healthcare
It is the quality of our work which will please God and not the quantity.Mahatma Gandhi
The meaning of Quality is, the degree of adherence of a product or service to the predetermined specification. It may be termed good or bad, high or low, depending upon the extent of conformity to the expected specified criteria.

The scenario has changed immensely with these regular audits; today cured, died, satisfied or not with the with the mushrooming of hospitals care and treatment given. Patients and growing individual income, feedback, surveys and bed health has become a priority for Joint Commission on Accreditation occupancy/OPD attendance can be Indians. Indian patients today put a of Healthcare Organizations good indicators. lot of value to the quality of (JCAHO) defines Quality of Health healthcare provided by the Services as the degree to which Role of Audit in Quality: hospitals. health outcomes and are consistent Audit based approach to evaluating with the current professional the success is through a mechanism knowledge. of internal audit of services such as Medical or clinical Audit, Nursing Why is Quality Important? Audit, Equipment Audit. This Six Sigma and TQM is often Health care quality has three corner approach will give a professional confused with BPR. BPR is focused stones- Quality, Access and Cost. view of the extent of quality on radical "big bang" change A quality service is one that is improvement in the process of whereas Six Sigma and TQM both customer oriented. It is a service delivery of care as well as focus on continuous, incremental that is available, accessible, equipment efficiency and utilization. improvement. acceptable, affordable and External evaluation involves effective. Quality is achieved when inspections/surveys by external Six Sigma relates to 3.4 or less defective parts per 10 lakh !!! And its the needs and expectations of agencies and evaluation in the form simple methodology starts with customer, i.e. the patient, are met. of ISO certification, NABH or JCI Define - Measure - Analyze Accreditation or rating of hospital Improve - Control Determinants of Quality In services by the rating agencies such Healthcare: as CRISIL. The primary goal of Six Sigma is to

Six Sigma & TQM

1. Structure: Conformity of the infrastructure to the laid down norms. 2. Process: Standard of the policies, procedures, operating systems, etc. 3. Outcome: Change in the patients status such as cured, not

Audit has become an indispensable part of Indian healthcare system after the establishment of NABH in 2005.Audit is the process reviewing of delivery of care to identify deficiencies so that they may be

improve customer satisfaction and thereby profitability by reducing and eliminating defects. Underlying this goal is the Taguchi Loss Function which shows that increasing defects leads to increased customer dissatisfaction and financial loss.

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