Quality in Health Care Administration

The primary role of the Manager-Patient Services is to ensure that the needs of all patients in the hospital are successfully met by effectively collaborating with the medical departments (pharmacy, diagnostics, laboratory, medical records department, nursing, and therapy) and non medical (housekeeping, Famp.B, security, engineering, personnel, finance, IT and materials). The day to day responsibilities include:
In order to provide quality care to external customers viz. patients, the service delivery process has to be made seamless. Both, while implementing a service for the first time, or improving existing service, based on customer feedback, the service delivery process is studied and changed. It involves defining and documenting the process, communicating and then implementing the same. This is followed by feedback to trigger control mechanism and make necessary changes to the process so that desired outcomes are achieved.
1. Define and document the service delivery process: Once a process has been identified which helps in service delivery, its is discussed with the key team members who are involved at the various stages of service delivery to understand the way the process works and brainstorm for ideas that could make it work better. It also helps in ensuring that their acceptance and willingness to implement the process is achieved without which even the best designed processes can fail.
2. Train the staff- Once there is acceptance on the process, it is documented and communicated to all team members. The staff who are the key members of the process, are then trained to work in accordance with process objectives to ensure that the desired outcomes are achieved.
3. Measure the outcomes against what was originally planned: this helps in analysing if the defined process is really working or not. Once implemented, the process is monitored and feedback is received to check whether the process is achieving its objectives at regularly defined intervals.