Dr. Ananth Rao, who heads the Quality Department at Apollo Hospitals, Bangalore, had taken initiatives to measure and compare hospital services hosts. In patients spend about 80% of their time in the care of staff from different departments such as nursing, housekeeping, food and beverage, activities, etc. maintenance. The quality team at Apollo Bangalore 1,38,600 scored 1,434 complaints in patients treated between March 2011 and December 2012. The reactions were generally open, in the form of comments, opinions and suggestions of patients. Of the 1,434 complaints received, housekeeping received the highest number of complaints, while the food service was the youngest. Some of the complaints were genuine concerns, while others were associated with minor discomfort. Some of the complaints were very specific, others are generic. All were analyzed, allowing the hospital works to reduce the total number of complaints. Text analysis is used to analyze the open complaints. To get a deeper understanding of the techniques defective “defects” were used to identify the processes that cause defects. Processes were redesigned to eliminate all defects and a pilot study was conducted on using Dr. Rao and his team cycle “Define Measure Analyze Improve and Control” (DMAIC). criteria developed for several common complaints with three levels of service by adopting the Kano model. Review of Quality (CTQ) measures have been identified and have been calculated Sigma levels for each CTQ. Dr. Rao asked what is a good target score Sigma to define, given the importance of hospitality in Apollo Hospitals.
Dinesh Kumar Unnikrishnan
Source: Indian Institute of Management Bangalore
Publication Date: June 1, 2013. Prod #: IMB425-PDF-ENG
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