CONTEXT

A
Bigger Hospitals eating up the business of smaller nursinghomes Commercialization of healthcare; trust linked to money Challenge to attract the doctors to smaller nursing homes

ABOUT THE NURSING HOME
SMC, a 13 bedded hospital was started on 23rd August, 1992.The objective was and is to provide cost effective, friendly medical care to the neighbourhood people.

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SERVICES OFFERED

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RESEARCH & ANALYSIS PHASE
RESEARCH METHODOLOGY
KNOW SWASTHIK

1
Interviews

- Directors - Administrators - Paramedic Staff - Patients - Potential patients - Consultants - Ex Consultants

3

- Observing it in action - Taking a visual tour Observation - Competition study

2
Questionnaires

4

- Anonymous Opinions & suggestions

Suggestion Box

SUGGESTION &IMPLEMENTATION PHASE
IMPROVE SWASTHIK

FRAMEWORK
People

Financ

es
PATIENT EXPERIENCE

Service
&F
acilitie

s

Fin

ances

RESEARCH & ANALYSIS
SOURCES OF INCOME:
36% Room Rent 29% Lab Procedure 13% Day care/ emergency 10% 4% Labour Room 4% X Ray 2% Physiotherapy 1% Gym 1% ECG

PROBLEMS
- No current profits for reinvestment - Need to focus on areas of quick returns - Very tough to analyze finances - No fixed charges-lead to mistrust

COSTS:
63% 10% 9% 8% 6% 4% Salaries Basic Infra Bills Lab Referring doctors Payment to Govt. Canteen

Fin

ances

KEY IMPROVEMENTS
Simplified Financial Recording System
- Easy Analysis of profit from each area - Info about utilization of rooms easily deduced A new Financial Model - Comparing revenues across months is easy - Regular system of filling 1 Pg/month, to give an idea of how much revenueis generated from each service. - Also, became possible to compute monthly profit & loss easily.

KEY IMPROVEMENTS
Room Re Categorization
- Max. utilization of existing resources - Simplification - Demand oriented categorization

May I Help You Desk
- No confusion in billing - Some one to guide the patient

The Hub
- Polyclinic Concept - Way to advertise to doctors - One stop for diverse specialities - Increasing Footfalls

Feedback tools
- Inpatient feedback form - Suggestion box .

The Hub

Inpatient Form

May I Help You Desk

People

KEY IMPROVEMENTS
Retention & Recruitment Tools
- Nurse of the Month: monetary prize & recognition - Inpatient Feedback form: gives feedback on staff - Attachment with training institutes

Training Methods
- Developed a training module based on ideal patient experience - Library - Environment of learning - Regular training sessions - Training manual - Special Workshops

Motivational tools
- Posters in work area - Motivational meetings - Target setting - Assigning leadership at all levels

People

KEY IMPROVEMENTS

Retention & Recruitment Tools
- Nurse of the Month: monetary prize & recognition - Inpatient Feedback form: gives feedback on staff - Attachment with training institutes

People

KEY IMPROVEMENTS

Training Methods
- Developed a training module based on ideal patient experience

People

KEY IMPROVEMENTS
Motivational Tools
Posters in the work area Motivational Meetings Ingraining the idea of SMC to each & every staff Target setting Objective ways to measure & reward performance Assigning leadership at all levels of work

a

& Brand A l
ea pp

Visu

KEY IMPROVEMENTS

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Patients First

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& Brand A l
ea pp

Visu

KEY IMPROVEMENTS

l

a

& Brand A l
ea pp

Visu

KEY IMPROVEMENTS

Promotion & Advertisements Advertisements in the nearby locality, eg. Near chemists’ shops SMS updates- awareness

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Ser v

e & Facili ic

s tie

KEY IMPROVEMENTS

Mate r

n

& Child S ity

stigation ve s n

Maternity & Childcare Services
- Investment in Labour Room, Nursery, Doctors - Developed a road map for 6 months to 2 years - Increasing no. of gynaecologists

Lab services
Accessibility: Home Service. 365 days facility Reliability: Skilled staff, computerization Decrease time taken Marketing: Building a brand

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vic er

A NEW STRATEGY

Idea: A novel concept of primary & secondary health insurance. Objective: To increase footfalls & bank on SMC’s strength

THANK YOU

THANK YOU

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