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| Patient Satisfaction Surveys |
"Acme’s Patient Satisfaction Survey, the only survey empaneled by the Quality Council of India to conduct third party patient satisfaction survey for the Indian Hospitals.
As your hospitals takes a step further towards quality we invite you go through our brochure and to mail us any query on the same to Sabita Kurian- Project Manager (Patient Satisfaction Survey) at
sabita@acmeconsulting.in
 Patient Satisfaction Surveys are an essential requirement for Hospitals going in for either the ISO 9001 or the NABH Accreditation. ACME’s Consultants work closely with the Hospital Management to develop and run a PSS Program that would periodically assess patient responses and thereby monitor the quality of care the Hospitals provide.
Now ACME is offering to conduct PSS on behalf of Hospitals as an independent Third Party Agency, as an important quality improvement tool. Based on our skills built up over the last 10 years in this area, we expect to be able to add considerable value to the Hospitals by developing and conducting the surveys in a manner that will help them find out what actually the patients think about the Hospital. Based on the findings ACME would give a report with a clear roadmap for improvement.
Our experience has shown that Patient Satisfaction Surveys provide the Hospital with a simple method to improve clinical performance and profitability by identifying the root causes of clinician and patient behaviour and allowing action targeted directly at those root causes. The improvement is thus focused, through a deeper understanding of the patient’s experience in each aspect of care, ensuring critical opportunities for improvement are not missed.
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 Another huge gain we expect to derive for the Hospitals from Patient Surveys is the opportunity for benchmarking their quality of services against the ‘best practices’ in the sector, in each specialty, area or department, helping in setting targets for improvement and for periodical monitoring.
A properly designed and conducted Survey also help in better Risk Management, through early detection and quick responses, an ‘early warning system" for possible lawsuits. Surveys definitely improve the overall performance across the Hospital.
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Essential features of the ACME Patient Surveys:
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Results will be reliable and validated. We ensure integrity of the data analysis. Results that you can trust. |
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Results will come with reports that are actionable, with detailed analysis of the results, bench-marking and guidance on improvement. |
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Your data will be fully secured with all International Information Security protocols in place. |
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Surveys conducted by qualified enumerators, well trained to obtain responses from the patients. |
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Surveys held periodically, to help monitor performance and achieve improvements. |
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Important patient comments will be highlighted in the Report to enable the Hospital quickly respond to specific customer concerns. |
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Option available for real-time responses too. Critical issues can be informed to Hospital Management on the same day of the survey. |
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Survey results will be kept confidential and provided to the concerned hospital only, for internal improvement. |
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| TQM – Total Quality Management, Six Sigma & 5S |
TQM is a management philosophy that works to integrate all key functions in an organisation to focus on meeting customer needs and the organization’s own objectives. The basic objective of TQM is "Do the right things, right the first time, every time".
An organization is a collection of processes. Through the TQM one strives to continuously improve each of these processes by incorporating the knowledge and experiences of all the participants. TQM has now moved beyond the realm of manufacturing and is now widely recognized as a generic management tool, just as applicable in service and public sector organizations. It is today considered the very foundation for basic improvement activities like:
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Fulfilling customer requirements and trust. |
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Constantly challenging quantified goals and benchmarking |
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Reducing product and service costs |
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Reducing development cycle times |
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Ensuring commitment by senior management and all employees |
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Just In Time/Demand Flow Manufacturing |
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Improving employee involvement and empowerment |
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Line Management ownership |
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Setting up small improvement teams |
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Focusing on process improvements |
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Focusing on process improvements |
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In a Hospital environment, the TQM can be effectively practiced across all areas and processes like Front Desk, Out Patient Consulting, Investigations, Wards, Operation Theatres, Marketing, Engineering, R&D, Purchasing & HR, etc.
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 Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects in any process, by constantly striving towards six standard deviations between the mean and the nearest specification limit, applicable from manufacturing to transactional and from product to service. The statistical representation of Six Sigma describes quantitatively how a process is performing.
To achieve Six Sigma, a process must not have more than 3.4 defects per million opportunities. A Six Sigma defect is defined as anything outside of customer specifications.
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The fundamental objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction through the application of improvement projects. This is accomplished through the use of two Six Sigma sub-methodologies: DMAIC and DMADV. The Six Sigma DMAIC process (define, measure, analyze, improve, control) is an improvement system for existing processes falling below specification and looking for incremental improvement and also used to develop new processes or products at Six Sigma quality levels. It can also be employed if a current process requires more than just incremental improvement.
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Both Six Sigma processes are executed by Consultants who are Six Sigma Green Belts and Six Sigma Black Belts, and are overseen by Six Sigma Master Black Belts.
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General Electric, one of the most successful companies implementing Six Sigma, has estimated benefits on the order of $10 billion during the first five years of implementation. GE first began Six Sigma in 1995 after Motorola and Allied Signal blazed the Six Sigma trail. Since then, thousands of companies around the world have discovered the far reaching benefits of Six Sigma.
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5S is an abbreviation from the Japanese words Sort (Seiri), Set-in-order (Seiton), Shine (Seiso), Standardize (Seiketsu) and Sustain (Shitsuke). They are simple but effective methods to organize any workplace as one can see from the English translations, i.e., housekeeping, workplace organization, cleanup, keep clean and discipline.
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Each is defined as follows:
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Seiri - Housekeeping - Separate the needed items from unneeded items. Keep only what is immediately necessary at the work spot. |
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Seiton - Workplace Organization -Organize the workplace so that needed items can be easily and quickly accessed. A place for everything and everything in its place |
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Seiso - Cleanup - Sweeping, washing, and cleaning everything around working area immediatelye. |
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Seiketsu - Cleanliness - Keep everything clean for a constant state of readiness |
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Shitsuke - Discipline - Everyone understands, obeys, and practices the rules when in the plant |
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As the 5S Philosophy focuses on effective work place organization and standardized work procedures, it can be implemented as small projects in specific areas, along with the NABH Accreditation or the ISO 9001 Certification process. In the area implemented it simplifies the work environment, reduces waste and non-value activity while improving quality efficiency and safety.
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