2023

QIPS
IHHN
1/1/2023
Patient Advocacy Program
An initiative of Quality Improvement and Patient Safety Department towards
Patient centric Care
AIM:
To promote the culture of patient centric care across the IHHN, so that every patient and their
family would be empowered, supported and receive satisfied care.

OBJECTIVES:
 To maximize the satisfaction rate of the patients

 To enhance the patient and families education and empowerment during care

 To encourage patients’ voice for quality improvement

 Protecting patients’ rights and values

 Increase diversity inclusion and equitable care services

 Encourage patients by navigating and informing them throughout their care delivery
processes

 Raise up awareness about patients’ and families role during care

PROGRAM DETAILS:
Scope:
At IHHN patients are always welcomed to be listened and informed, there is a detailed process of
logging their valuable feedbacks, responding their complaints and explaining them about hospital
policies and procedures. Patient Advocacy program will be ahead movement, which will cover all the
directions of patients support and patient centric care. Patient advocacy program would be an
initiative to synergies all the stake holders together, everyone involves in care delivery
processes specifically those who are directly involved with the patients, like frontline Health
Care Workers , Doctors, Nurses , Paramedics, Therapists, Quality Improvement team and
others to one goal that is to deliver patient centric care. It would be a culture building effort
that would bring a paradigm shift to deliver customized, value added and reliable care with
patients and their family involvement. IHHN is always committed to improvement and with the
trend of patient’s involvement in quality services delivery it is a dire demand of health care to
support, educate, and empower their patients during care so that they can help to gear up the
quality improvement process. This Program will cover the complete IHHN departments where
ever the patients care is involved and promote the culture of patient centric care and service
delivery system.

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Domains of Patient Advocacy Program
 A separate desk to listen and facilitate
patients
Patient Feedbacks  Complete record of Patients feedback
Management System  A comprehensive Patient feedback
Management System
 QI projects
Patient And Family  Collaterals to empower and engage
Empowerment patients
 Virtual Knowledge through Screens in
waiting areas
 Empower patients and families at the
time of admissions
 Empower and support patients and
families to involve during care
 Emotional Support Activities
Patients Navigation Support  Navigators and maps installation
 Patient Communication through
Messages to educate about the Complex
processes
 Short tutorial Videos of Process for
patients
 Mob app for patient support
Patients and family  Informed Consent Education activities
Involvement During Care  Improvement activities for better
communication between Patient and
Clinicians / HCWs.
 Patient and Families surveys for
evaluation of patients family
engagements during care
 Education and Awareness about the
importance of Patients and family
involvement in care.
Patient Advocacy Trainings  Empowering staff for building culture of
patient centric care and advocacy
 Educate about the patient advocacy
program
 Educating Ethical Boundaries during care
delivery
 Patient Advocacy Award – A kind act of
Patient Support
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 Patients’ Rights and  Boards, Recordings, screens view of
Responsibilities Patients Bills of Rights
 Ethics and Values in Health Care
processes
 Inclusion cultural , religious , gender
diversity during care delivery
 Communicating Patients’
responsibilities during care via app ,
verbal communications and recordings
Research and Data Analysis on  Research on patients empowerment
Patient Engagement and and engagements
Responses  White papers of Patient Centric care
 Leaflets / Posters Competitions around
IHHN
 Appreciations and rewards on
provision of Patient centric Care
 Activities to present improvement
projects reports and awards for
recognition of patient advocacy

PROGRAM ACTIVITIES:
 Development of a strong Patient Navigation Support System

 Education and Communication through Collaterals, short Videos, applications, Messages,

Emails

 Patients Advocacy / Support Campaigns

 Workshops and Seminars and trainings on Patient Advocacy

 Research and Improvement analysis

 Mega event of Valuing the Patients

PROGRAM BUDGET

Product Qty Amount

Collaterals

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 CMES
Application
Surveys Forms
Awards / Souvenir
PROGRAM PROCESS CYCLE:

Listen Facilitate

Evluate Educate

Empower
and
Enggage

MEASURABLE OUTCOMES/ VARIABLES

 Patient Satisfaction Rate

 Patient and Families Engagement / Involvement During Stay

 Patient Empowerment / Education level

 Patient emotional support during stay

 Awareness and Attitude of Patient Centric Care among HCW