Structure

Process Outcome

 Quality

of Structure

- The location, lay out, space and furniture available for staff - waiting space (1 Sq F/visitor) - working space for receptionist

- equipments
- communication system

- Staffing

Quality of Process

ongoing training program for grooming the

staff , verbal communication and serving patiently

with a smile

give the correct, essential, and to the point information in the minimum possible time

all necessary updated information and documents available in the front office without any delay

 dress

code for all the staff

counters for registration in OPD for

Separate

old patients and new patients, for males and

female
Simplification

of forms and availability of staff

to help the patients fill up the forms quickly

The quality of interaction with the front office staff,. The promptness with which the clients are attended to The completeness, correctness, relevance and clarity of

the information given.

The quality (correctness/ completeness/ promptness) of the documentation work.

The waiting period and the arrangement for waiting comfortably.

 Quality

of Structure

- Building and Allied Services - Registration Counters. - Doctors' Chambers - Staff. - Waiting Area. - Patient Call System

 An

Efficient Enquiry Counter

system.

communication Specimen OPD

Collection Center

Pharmacy room

E.C.G

 Quality

of Process
of a Departmental Quality

Availability

Manual
OPD

Manager. of Waiting Time. of Staff

Reduction

Punctuality Increasing Extending

the number -of consultants the OPD hours

 Appointment

system for old cases and accommodating emergency cases in the emergency department. Filter Clinics Satellite Clinics selective grouping of clinics Arrangement for health education of patients/public.

 Promptness

of registration and consultation without

any delay. Undivided attention by the consultant with proper examination and advice Promptness in investigations and issue of prescriptions. Respect for the dignity and privacy of the patient by a polite and sympathetic staff. A comfortable and soothing environment in the waiting area

patient friendly hospital is a hospital fully

alive to the pain and suffering and sensitive to the concerns and worries of the patient as well as the relatives

 Approach
Display Parking Help

and Entrance

of Important Information and Traffic Control

and Guidance Areas

Waiting In

patient Areas Process

Discharge

 Patients' Cost

Participation in the Decision Making

of Treatment

Ethical

Considerations
for Privacy and Dignity of Patients Support

Respect

Psychosocial Healthy Dietary

Environment services of Patients/Public

Information/Education Image

of the Hospital

 Is

the hospital facility safe for the

patients, public and the staff ?

Is it in full compliance with the laws of

the land ?

Is the care being provided of the

acceptable quality ?
Is

this what the patients need ?

 Can
Are

the patients afford it ?

they happy with the quality of

services being provided to them ?

Is

the management making adequate

efforts for further improvement of quality of services ?