NIKISA A H e H alth h c are r e Service c s s P vt. L td t. Bangalore

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1 NIKISA Health care Services Pvt. Ltd. Bangalore

2 About Cataract Cataract is a major cause of visual impairment and blindness worldwide. Surgery still remains the only method of treatment of cataract. However, this surgery with implantation of Intra Ocular Lens (IOL) is the most preferred procedure for treatment of Cataract. It aims to rehabilitate the blind or visually impaired persons by restoring their eyesight.

3 About NIKISA Healthcare Services Pvt. Ltd. NIKISA Healthcare Services (NHS) is a company established under Indian Company s Act. It provides Primary Health care services both at the homes of patients as well as in clinic settings. As part of its ambitious programmenhs has already established 6 polyclinics in North Bangalore and has registered more than 3000 patients over the last one year. Its sister concern NIKISA Consultancy Services (NCS) is conducting Patient Satisfaction Survey for three major hospitals of Bangalore over the last three years. Measuring the patient satisfaction has helped the hospitals to improve the quality of their services.

4 What NIKISA proposes to do? Cataract surgery with IOL implantation is being conducted in recent times as day care surgery. The outcome of the surgery is not being properly measured three months after the procedure. Although there are opportunities for the eye hospital to conduct a similar surgery on the other eye of the same patient the hospitals are not making sufficient efforts to ensure revisit of the patient for the Cataract operation of the other eye or for spectacles. Proper interaction with the treated patient will improve hospital loyalty. NIKISA Health care Services would like to provide the services of Patient Satisfaction Survey for ophthalmic hospitals.

5 Patient satisfaction survey Methodology Every month the list of patients who have undergone the surgery will be collected from the eye care center and such patients will be individually interviewed at their home settings three months later. NIKISA Healthcare Services Pvt. Ltd has already established 6 polyclinics in North Bangalore. It will be establishing 4 more clinics in South Bangalore in next 5 months. Trained nurse will be deputed by NIKISA clinics for visiting the household of the Cataract operated patient three months after operation. She/ he will be conducting the survey. Survey outcome is entered into a database using a hand held device connected to internet. The hospital can avail the reports using online reporting facility. NIKISA will sign a Non Disclosure agreement with the Eye care center and abide by the principles of confidentiality. The browser based reports can be accessed by the Eye care centre with access protocols.

6 Areas covered by the Survey: Basic demographic data of the patient is gathered at the outset. Name, Age, Address, Tel No, Date of cataract surgery, Name of the Operating surgeon are some details covered under demography.

7 Areas covered by the Survey: Cataract surgery outcome is measured, both in terms of visual acuity in the operated eye as well as in terms of ability of the patient to function for better quality of life, or economic rehabilitation. Visual acuity of both operated as well as unoperatedeye will be measured for visual acuity using a Snellel s chart. Visual acuity is outcome is classified best for grade of 6/6 (20/20) and less than 6/18, border line for grades 6/18 to 6/60 and Poor for less than 6/60. On the basis of these observations the outcome of the already conducted cataract operation will be assessed. Further the status of the other eye will also be reported. Photograph of the person as well as close up photograph of two eyes will also be captured.

8 Areas covered by the Survey: Outcome or quality of visiongained after surgery is assessed, on the basis of the following parameters. Ability of the patient to read small print, such as labels on medicine bottles, a telephone book, food labels. Ability of the patient to read a newspaper or a book Ability of the patient to read a large-print book or large-print newspaper or numbers on a telephone Ability of the patient to recognize people when they are close. Ability of the patient to see steps, stairs, or curbs. Ability of the patient to read traffic signs, street signs, or store signs Ability of the patient to do fine handwork, such as sewing, knitting, crocheting, carpentry Ability of the patient to write cheques or filling out forms Ability of the patient to play games, such as card games, Ability of the patient to Take part in sports, walking, tennis, golf Ability of the patient to Cook Ability of the patient to watch television Response of the patient is elicited using the Questionnaire installed in the Android hand held device and through internet the responses are transferred to the database in the remote server.

9 Measurement of service quality Patient s opinion on Service quality of the clinic is measured on the basis of the response of the patient to the following questions. Efforts made by the treating doctor to interact with the patient: Did the Doctor introduce him/herself? Did the Doctor gave clear explanation Could the patient understand what was indicated by the Doctor? Did the treating doctor allow the patient to ask questions? Did the Doctor gave enough time to discuss everything Did the Patient feel that the doctor had provided all necessary information? Did the Doctor give printed information? Could the patient understand as to what would happen next? Did the doctor discuss with the patient the following? Benefits of surgery Possible risks of surgery Alternatives Anesthesia

10 Patient s opinion on General working conditions Opinion of the patient is elicited on the basis of the response to the following questions. Helpfulness of the hospital staff upon the patient s first phone call? How long did the patient had to wait to see the doctor on his/her first visit? Courtesy shown by the staff at the Center? How satisfied was the patient with the quality of care? How you felt immediately after post-surgery What is being done well by the center? What can the center do improve further? Would the patient like to come back for operation of the other eye? Would the patient encourage the spouse to undergo operation at the center? Were you happy with the Length of hospital stay?

11 Standard reports provided each month by NIKISA Demographic Profile of surveyed patients. Post-operative visual acuities of operated eye and the other eye. Visual outcomes observed in operated patients. Success rate as related to operating surgeons. Post op Visual aquity by co-morbidity patient-wise. Summary of Opinion of patients on Surgical procedures and corrective action points. Summary of Opinion of patients on Clinic/ hospital facilities and conveniences for corrective action. List of patients for whom new appointments have been scheduled. ( New business opportunity) List of patients to be contacted for operation of the other eye.( New business opportunity) List of patients to be contacted for eye care of relatives & friends.( New business opportunity) Summary list of all patients & their opinion.

12 How Patient Satisfaction Survey Could be useful to your hospital? Your hospital can identify areas that need improvement. You can assess the quality of care and service from a patient s perspective. Taking this type of patient-centered approach to quality management is vital in today s competitive healthcare environment. Patient satisfaction surveys demonstrate to your patients and the community at large that you care about high quality and that you are proactively searching for ways you can provide them with better service. These surveys empower patients while presenting your organization with honest, insightful feedback you can interpret and act upon.

13 PSS as a marketing tool PSS improves patient loyalty and the patient may come back to the hospital for operation of the second eye A satisfied patient will spread the news of his benefit and this will increase referrals PSS will help to evaluate healthcare provider performance so that the hospital can take corrective action. PSS will pinpoint areas for improvement so that the efficiency of resource utilisationis improved. Appreciable outcome can be an excellent slogan to promote the clinic.

14 Why NIKISA for Patient Satisfaction Survey? PSS by NIKISA will be a third party mediated survey and will not have any bias. When mistakes or shortfall in service delivery is pointed out by a member of the organization on another service provider of the same organization it leads to misunderstandings among the staff, creating HR problems. A remark by third party is taken seriously. NIKISA has qualified nurses to do PSS and is supported by Doctors who can double check worrisome outcomes. NIKISA has its units distributed in Bangalore and is in a better position to do PSS. NIKISA has been providing PSS services to other hospitals.

15 Cost of PSS Services The charges for surveying are Rs 400 per patient. Standard Reports are provided on a monthly basis or as desired by the hospital. Bills to be settled on a month to month basis. Services charges as applicable from time to time.

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