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Why Patient care analysis is important for Hospitals?
- In a 2009 report called “Crossing the Quality Chasm”, the U.S. Institute of Medicine defined patient – centred care as: “providing care that is respectful of and responsive to individual patient preferences, needs, and values and ensuring that patient values guide all clinical decisions“.
- Patient care is utmost important part of a healthcare system.
- The healthcare system’s objective is to provide better-quality patient flow, timely treatment, and high quality care, with the maximum utilization of available resources. And patient care analysis help in accomplishing these goals.
- Patient care starts from the moment they enter the Hospital / Clinic till they are back to their home.
Analysis/KPIs to monitor Patient Care
1) Patient Analysis
- Number of patients by gender, age group, and demographics.
- No of admissions, re – admissions and discharges.
2) Patient Arrival Analysis
- No of arrivals and average number of arrivals per day.
- Average arrival time to room by hour & day.
- Average arrival to nurse and average arrival time to provider / physician.
- Average arrival to bed and average arrival to discharge.
3) Patient Wait Time Analysis
- Average wait time cycle (Average wait time divided by No. of patients).
- Average wait time by day.
- Average wait time in waiting rooms.
- Patient wait times by process step.
- Patient vs. staff ratio.
4) Asset Utilization rate
- Bed utilization rate and bed or room turnover.
5) Length of Stay Analysis
- Patient flow, hospital admit % and average length of stay (ALOS).
- Percentage of patients who stayed for 30 days and 90 days, in comparison to the targets.
- No of arrivals vs. No. of discharges.
6) Occupancy Rate
- Total number of rooms, waiting rooms, and total ICU units.
- Average number of patient rooms In use at one time.
7) Readmission Rate
- No of admissions and % of re-admissions.
- Re-admissions in comparison to the targets (30-days / 90-days).
- Average number of days to re-admit, in comparison to the benchmarks.
- Readmission – average length of stay for 30-day and 90-day stay.
8) Patient Satisfaction Survey
- Patient experience score
- Admission process score
- Quality of physician care
- Quality of nursing care
- Housekeeping score
- Quality of food
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How to improve the Patient Care, and Patient Satisfaction levels?
1) Overall Patient Experience:
- Respect for the patient.
- Giving opportunity to patients to discuss their concerns, beliefs and preferences.
- Supporting patient choice.
- Sharing information with partners, family members and carers.
2) Quality of Administrative process:
- Administrative simplicity.
- Single point of contact.
- Ease of scheduling appointments and On-time appointments.
- Patient’s access to medical records.
- Ease of outstanding bill and value for money.
- Proper forecasting, scheduling of appointments and adequate information about the waiting times.
- Automating few of the manual activities viz., registration, scheduling appointments, triage process, physician allocation, information regarding the waiting rooms, alignment of capacity and demand etc.
- Minimizing the length of time spent in undesirable states (registration, queries regarding the physician’s availability, waiting rooms, insurance etc.).
- Redesign of waiting areas.
- Facilities in the waiting rooms to minimize the patient frustration to some extent, viz., complimentary food / beverages, TV and free Wi-Fi.
- Streamlining of the discharge process. For example, eliminate / minimize the procedural formalities in discharging the patients.
- Adequate and clear information and instruction about all procedures, both medical and administrative.
3) Quality of Physician care:
- Doctor empathy
- Well trained physicians and nurses, providing high quality health care.
- Outcome of procedure / care.
- Connection with other caregivers.
- Use of newer technologies for diagnosis, operative procedures and treatment.
4) Quality of Nursing care:
- Nurse empathy.
- Keeping patient informed.
5) Quality of Housekeeping:
- Comfortable waiting rooms.
- Cleanliness of room.
- Room appearance.
- Quiet environment.
- Amenities viz., online tools and resources.
- Better administration, infrastructure / facilities.
Implementation Head – BI Practice
Jagan, a Project Management Professional (PMP) and Six-Sigma Green Belt Certified Professional, has over 17 years of experience in leading teams, and providing process improvement ideas to Business users. His business acumen and strong expertise in understanding the processes helped the Clients with significant productivity and cost savings over the years. Currently, Jagan is working on providing Business Intelligence solutions, that enables the Clients for better decision-making, and building efficiency in the overall process.