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THE INTERDEPARTMENTAL STORY
• Non availability of a room for a patient recovering from surgery.
• Non availability of a room for a patient recovering from surgery.
• Two vacant beds in bad condition, damp atmosphere in the room
• Two vacant beds in bad condition, damp atmosphere in the room
FACTORS & CONSEQUENCES
1 A nurse informs housekeeping, they change the bed-sheets, etc but condition of room is the same.
2. On seeing the condition of the room, the person who was shifting the patient informs the maintenance department.
3. Admission staff refuses to shift the patient in this damp room where the water leakage had spread to the walls of the room.
Consequences:
• Patient and his relatives got frustrated about not getting a room.
• In spite of repeated complaints, the two beds remained vacant continuously for months together without any repairs been initiated.
CHALLENGES IN SERVICES
• Lack of awareness among the concerned staff regarding the condition of an hospital room
• No visibility on the actual problem that resulted the condition of the room over the period of time
• Timely registration of complaint to the appropriate department (maintenance, civil, repairs) so that planned repairs can be undertaken
• Overall visibility of the systems and processes is not available to the senior leadership
HOSPITAL CONCIERGE PLATFORM THE PATIENT STORY
THE BACKGROUND STORY
• Once upon a time in a reputed hospital a patient was satisfied with the good clinical care.
• He was not pleased with the in room experience
• It did not meet the patient’s expectations and in frustration he abused the staff and published his experience on social media.
WHAT IS IN–ROOM EXPERIENCE
1. It is the experience of a patient admitted in a non critical care ward such as a private room or a dormitory etc
2. In-room experience comprises both clinical and non clinical service delivery.
3. Non clinical care delivery : Cleaning of the room, providing clean patient gowns, quality and taste and timeliness of food services and much more, timelines of repair services such as ac repair etc.
Ideal in-room experience:
- Identify, acknowledge and understand the needs of the patients
- Offer smooth, hassle free and most importantly timely delivery of services that commensurate and support the clinical care
- As much as possible, offer services bedside, limited movement for patients/ consumer.
- Listen to the patients/ consumer and take feedback if any.
CHALLENGES IN SERVICES
In-room experience of non clinical services usually takes a back seat.
• No visibility on the needs of the patients / consumer. No visibility on service requests made and services delivered
• Age old of system of collection of feedback from patient at the time of discharge.
• Nursing team gets involved to coordinate many non clinical requests.
• Impact on nursing care.
• Overall visibility, even if the systems and processes are efficient, is not available to the senior leadership
SOLUTION TO BOTH THE ‘STORIES’
• A bit of focus and use of simple yet enhanced technology is the solution.
• Atyos brings in a great tool to resolve this challenge and provides one of the best solution to achieve overall patient/ consumer satisfaction.
BENEFITS TO MANAGEMENT
Simple plus complex drill down dashboards
Real-time live data visibility
Benchmarking best practices across locations
Independent authentic data with no scope for manipulation
Estimated manpower (nurses and supervisors) optimization resulting in significant monthly savings
MANAGEMENT DASHBOARDS – FEW SCREENS
USP OF PRODUCT
• Features both patient’s request, interdepartmental staff request
• Customizable service requests- additions/deletions
• Multi-lingual options for ease of understanding for patients
• No app download required
• Can introduce process flow optimisation feature such as transfer tat, discharge tat, op queue management
• Customisable feedback/MIS/dashboard
SOLUTION SPECIFIC TO PATIENT STORY
• A bit of focus and use of simple yet enhanced technology is the solution to excel in-room experience of the patient/ consumer.
• Atyos brings in a great tool to resolve this challenge and provides one of the best solution to achieve overall patient/ consumer satisfaction.
SAMPLE SCREENS – PATIENT ROOM SCANNER
SAMPLE SCREENS – PATIENT MOBILE
WHAT IS HOSPITAL CONCIERGE PLATFORM:
Captures and enables quicker processing of non-clinical service patient requests
Tracks tat (department-wise, month-wise, person-wise)
Helps in resource optimization / re-allocation
Management-empowering dashboards (vertical and horizontal reports including department-wise, bed-category-wise, weekend-weekday split, month-wise, etc)
BENEFITS TO PATIENTS
Simple interface for placing requests
Simple request self-tracking
No downloading of any app on smartphone
BENEFITS TO HODS / SUPERVISORS
Single hospital mobile app and dashboard for facilitation
Data-driven approach for team members performance outcomes: reward / train
BENEFITS TO NURSING STATION AND NURSES
Significant reduction of non-clinical interruptions from patients and relatives
Improved efficiency of nursing team as more focus on clinical care
USP OF PRODUCT
• Features both patient’s request, interdepartmental staff request
• Customizable service requests- additions/deletions
• Multi-lingual options for ease of understanding for patients
• No app download required
• Can introduce process flow optimisation feature such as transfer tat, discharge tat, op queue management
• Customisable feedback/MIS/dashboard
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