Quality — how it is important
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GREETINGS from DISHA EYE HOSPITALS
Dr. Debasish Bhattacharya
Quality — How it is important?
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Poor Quality
COSTLY
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2007-08 2008-09 2009-10 2010-11 2011-12 2012-13 2013-14
Cat. Sx 5404406 5810336 5810684 6032724 6349205 6302894 6103062
4900000
5100000
5300000
5500000
5700000
5900000
6100000
6300000
Cat. Sx
Cataract Surgery Statistics in India
• Are we getting caught in a stagnant cataract cycle?
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< 6/60 = Visual rehabilitation
6/36 to 6/18 = Visual improvement
6/12 to 6/9 = Vision enhancement
Good SICS Vs. average Phaco
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If we operate 6/36 cataracts, we will get 6/36 glaucoma/ DR/ AMD/ Vascular retinopathy/ Corneal dise.
Cataract is the biggest tool of visual allurement to the community
Vision Rehabilitation to Vision Enhancement to Vision Preservation
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Safe Predictable High Quality Cataract Surgerywith Invitingly affordable pricing and
comprehensive ophthalmic careis the way forwards
• Good Microscope • Good Phaco machines• Biometery• Recording system• Betadine drops• ETO sterilisation• Intra cameral injection • Good fluids• And Disposables.• OCT• HVA• DFA• Specular• DFP Optos
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OCT
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OCT
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AP 24-2
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AP 24-2
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OCT is a Game Changer
• It gives a 10 micron imaging of the retina and the optic nerve and can be performed by a technician
• Its gives us valuable information regarding angle and cornea and assessing glaucoma
l A non-contact tonometer l Humphrey Visual Filed Analyzer l DFA l DFP Optos l Specular Microscope
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A product is not quality because it is hard to make and costs a lot of money.
This is incompetence.
Customers pay only for what is of use to them and gives them value.
Nothing else constitutes quality.— Peter Drucker
Quality is no Rocket Science
Purist makes it exclusive and elusive
Practically quality has to be affordable
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QUALITY = SATISFACTION
SATISFACTION = EXPECTATION – SERVICE RENDERED
Expectations are a pre-conceived standard as available in the market
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EXCEPTATIONS
1. Clean Hospital
2. On Time Prompt Performance
It Speaks of a disciplined hospital
Preparedness
of the system to serve
3. Comprehensive Treatment Quality
Completeness
of Doctors, Paramedics, Instruments, Infrastructure to serve
4. Compassionate Care
Belonging and motivation to serve
5. Honest Pricing
Affordable Transparency to sustainable growth
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• Earning Sustainable Growth
• To Profit only
• Drowning in Servitude
Affordable Services
Beginners work free
Low expectations
Poor quality
God Pays
Structured sustainable training that covers its cost
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• Expectation in a running organisation is a result of past and immediate performance
• Piece meal approach Vs. Holistic approach
• Holistic change:
1. New identity
2. New look
3. New services
4. Marketing
How do we make a quality change?
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Markers of Quality
Simple MIS: l C1: Appointments, Registration and Billing l C2: Medical Data entry l C3: Medicine Spectacle shop l C4: Ward, OT, Stocks, Administration
• Intervention Ratio
• Number Vs. Quality care
• Compliance and follow-up
• Vision at intervention
• Vision after intervention
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RSBY offers a World of opportunities
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Variable Affordability and Tiering of Services
Many organisation follow a companionate approach where earning from the privileged serve the underprivileged with the onus on the organisation
It could be better to tier them into two separate hospitals in the same infrastructure where the free subsidized hospitals works in the non-prime time morning with the beginners and the lesser known doctors.
Where as senior and branded consultants from outside (on fee for service basis) can offer quality services in afternoon surgeries and evening practices.
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Quality means doing it right when nobody is watching— Henry Ford
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Thank You