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Hospital Management from Service Sector Perspective
Ashvini Arun Vora
CHAPTER 1:
Introduction to Healthcare Sector
WHAT IS A JUST AND IDEAL HEALTHCARE SYSTEM?
REASONS FOR HEALTHCARE TO BE A SERVICE SECTOR
HISTORY OF HOSPITALS
GLOBAL SCENARIO
EXERCISE
CHAPTER 2:
The Healthcare in India
IS INDIA WITNESSING A REVOLUTION IN HEALTHCARE SERVICES?
HISTORICAL BACKGROUND OF HEALTHCARE MANAGEMENT IN INDIA
Flourishing of Medical Practice in India
First Indian Textbook of Surgery
Decline in the Indigenous System of Medicine
STRUCTURE OF THE HEALTHCARE SYSTEM
National Level
State Level
Regional Level
District Level
Sub-divisional/Taluka Level
Community Level
PHC Level
Sub-center Level
CHARACTERISTICS OF THE HEALTH SYSTEM IN INDIA
Primary Care
Secondary Care
Tertiary Care
Quaternary Care
Home and Community Care
ISSUES AND CHALLENGES TO HEALTHCARE INDUSTRY IN INDIA
Skewed Distribution and Suboptimal Utilization
Low Levels of Health Insurance Coverage
Poor Medical Infrastructure Facilities and Low Level of Awareness in Rural India
CLASSIFICATION OF HOSPITALS
Types of Hospitals
Role of Indian Government
Healthcare Growth Factors
PUBLIC HEALTHCARE INSURANCE IN INDIA
Employees State Insurance Scheme
Mediclaim
Third-party Administrator (TPAs)
Scope of TPA
Third-party Administrators Regulations
Disadvantages of the TPA's
Some of the Well-known TPAs are:
PPN (Preferred Provider Network)
Organogram of TPA Office
Medical Tourism in India
Procedure Charges in India and USA (Table 2.1)
Cost Comparison India vs United Kingdom (UK)
Procedure Details
EXERCISE
CHAPTER 3:
Hospital as a Product
THE PACKAGE CONCEPT
HOSPITAL SERVICES
Line Services or Core Services
Out-patient Services
In-patient Services
Emergency Services (Casualty Services)
Intensive Care Unit
Operation Theater
Central Sterile Supply Services
Catering or Diet-management
Pharmaceutical Services
Laundry
Laboratory and X-ray Facilities
Nursing Services
Bio-waste Management and General Waste Management
Registration and Indoor Case Records
Stores
Transport-ambulatory Service
Mortuary
Engineering and Maintenance Services
Medical Audit and its Administration
Augmented Services
DIFFICULTY IN MAINTAINING CONSISTENT SERVICE QUALITY
Zone of Tolerance
Level of Expectations
The Hospital and its Environments
LIFE CYCLE OF HOSPITAL PRODUCT
VARIOUS INFLUENCES
MEDICAL ETHICS
HOSPITAL BRANDING
HOSPITAL ADMINISTRATION
EXERCISE
CHAPTER 4:
Atmospherics in Hospitals
SOR MODEL
DESIGNING THE PHYSICAL SPACE
Servicescape
IMPORTANCE OF ESTHETIC MANAGEMENT
Effect of Different Colors on Emotions
Role of Nature
Role of Art
Role of Light and Food
Music as a Healer
Environment-User Relationship
EXERCISE
CHAPTER 5:
Delivering and Performing Hospital Services
STRATEGIES FOR CLOSING GAP 3
Blueprinting of Hospital Service
MANAGING TIME IN HOSPITALS
Management by Objective in Hospitals
NEED FOR MBO IN HOSPITALS
Establishment of Objectives
Managing the Waiting Process
ROLE OF INFORMATION TECHNOLOGY IN THE HEALTHCARE SECTOR
Importance of Hospital Information System
E-health
TELEMEDICINE
Telemedicine Applications
Licensure
Cybermedicine
DIGITALIZING HEALTHCARE
REDUCING ERRORS IN HEALTHCARE DELIVERY BY USING BARCODE
MEDICAL TRANSCRIPTION
Medical Transcription Process
MEDICOLEGAL ISSUES
EXERCISE
CHAPTER 6:
Healthcare Promotion
HOSPITAL MARKETING—MAKING THE DIFFERENCE
Priorities of Players in Healthcare
PROMOTION PROGRAMMING—MAKING THE DIFFERENCE
Marketing Tools
THE MARKETING COMMUNICATION MIX
Marketing Tools
MARKETING OF HOSPITALS IN THE MODERN ERA
Customer Relationship Management
Customer Equity
ROLE OF MARKETING AND PR
Team–Marketing and PR
India versus West
Few Years from Now…
KNOWLEDGE–BASED MARKETING: MODERN WAY OF HEALTHCARE MARKETING
EXERCISE
CHAPTER 7:
Managing Service Quality
CUSTOMER SATISFACTION V/S QUALITY IN HEALTHCARE SECTOR
SERVICE ENCOUNTER
THE SEVEN DIMENSIONS OF E-QUAL
Cure and Care
Patient's Visit Flow Chart
IMPROVING QUALITY THROUGH BALANCED SCORECARD (BSC) APPROACH
Balanced Scorecard Approach—Sequence of Steps
Essential Drugs List (EDL)
Importance of Service Quality in Healthcare Sector
Hospital Accreditation—The Seal of Quality
INTERNATIONAL CERTIFICATION
Quality Council of India Inspection for Central Government Health Scheme (CGHS) Empanelment
Dimensions of Total Quality Management in Hospitals
QUALITY CIRCLE
The Quality Circles Aim at
Practicing Quality Circles in Hospitals
SERVQUAL MODEL
SIX SIGMA—THE TOOL FOR ASSESSMENT OF QUALITY
National Accreditation Board for Hospitals (NABH) and Healthcare Providers
EXERCISE
CHAPTER 8:
Human Resources in Hospital Sector
INTRODUCTION
PEOPLE—THE KEY TO A HOSPITAL SERVICE BUSINESS
EMPLOYEES’ ROLE
SERVICE PROFIT CHAIN
QUALITY/PRODUCTIVITY TRADE-OFFS
STRATEGIC HRM—CHANGING ROLE OF HR
PEOPLE DEALING WITH PEOPLE
RELATIONSHIP BETWEEN PATIENTS/RELATIVES AND HOSPITAL AUTHORITIES
BOUNDARY SPANNING ROLES
EMPLOYEE DEVELOPMENT THROUGH POTENTIAL APPRAISAL SYSTEM
STRATEGIES FOR CLOSING GAP 3
EMOTIONAL LABOR OR SOFT SKILLS
HIRE THE RIGHT PEOPLE
DEVELOP PEOPLE TO DELIVER SERVICE QUALITY
PROVIDE NEEDED SUPPORT SYSTEM
RETAIN THE BEST PEOPLE
THE ROLE OF HR PERSONNEL IN A HOSPITAL
HUMAN RESOURCE INFORMATION SYSTEM (HRIS)
Hospital HRIS
COMMUNICATION IN THE HOSPITAL
Directions of Communication
Downward Communication
Upward Communication
Horizontal Communication
GRAPEWINE
HUMAN RESOURCE REQUIREMENTS IN HOSPITALS
Doctor-to-Beds Ratio
Nurse-to-Beds Ratio
ROLE OF A NURSE
Patient's Care at the Time of Admission
Morning Care of the Patient
Afternoon Care of the Patient
Evening Care
Pre-morning Care
At the Time of Discharge
BRIDGING THE DIVIDE—THE RELATIONSHIP BETWEEN THE DOCTOR AND THE PATIENT
TOTAL QUALITY MANAGEMENT AND HOSPITAL PERSONNEL
Team and TQM in Hospitals
PRINCIPLES OF BUILDING A TEAM IN HOSPITALS
THE NURSING SERVICES
For Patient and Relative Good Quality Means
PATIENT'S BEST FRIEND—THE ROLE OF AN MSW
Many Faces of an MSW
Grief Counselor/Pallative Caregiver
Networking
Rehabilitation
EMPOWERING AND EDUCATING LIVES—A CASE STUDY OF RANBAXY RURAL DEVELOPMENT TRUST
Health Services Provided by RCHS
Strategic Intervention
Community Participation
Saving Lives
PATIENT GRIEVANCE CELL
Grievance Cell in Various Hospitals
EMPLOYEE SATISFACTION AND ITS EFFECT ON EFFICIENCY
Survey Conducted at Rockland Hospital
HOSPITAL AND MEDIA RELATIONS
Release of Patient Information
Interviews and Photographs
Media Responsibility
EXERCISE
CHAPTER 9:
Strategic Pricing in Hospital Sector
KEY WAYS OF CUSTOMER EVALUATION OF PRICING FOR HOSPITAL SERVICE
DIFFICULTY IN PRICING OF HOSPITAL SERVICES
The Role of Nonmonetary Costs
PRICE ELASTICITY
Approaches to Pricing Hospital Service
Indian Scenario
The Role of Cost in Deciding Pricing
DISPARITIES IN PRICING
The Rising Cost of Healthcare
Charges for Various Services
Strategic Levers
Application of Business Process Re-engineering
COST-CONTAINMENT MEASURES
PRICE MIX
Public/Private Healthcare in India
EXERCISE
CHAPTER 10:
Place Parameter in Hospital Sector
INTRODUCTION
ACCESS TO SERVICE
Right Access Strategy
IMPORTANCE OF LOCATION
Effect of Information Technology on Locational Issue
RECENT TRENDS—MEDICAL TOURISM
MEDICAL TRANSCRIPTION
Telemedicine
A CLINIC ON WHEELS
LIFE BRIGADES ON WHEELS—AMBULANCES
INTELLIGENCE SYSTEM FOR AMBULANCES
108 Ambulance Service
108 the Magic Number
EMERGENCY MEDICAL SERVICES: A SILVER LINING
PHELOPHEA HEALTH CARE TRAIN: A CASE STUDY OF BRINGING GOOD HEALTH TO MASSES
LIFE LINE EXPRESS: A CASE STUDY
EXERCISE
INDEX
TOC
Index
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