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Dear Readers,
Sitenews team hopes that all of you had a good start to 2007! In recent months we have been upgrading our technology and it took a while for us to reorganize ourselves. Our next couple of issues will reach you by the end of this month. That is February will bring to you a total of nearly 100 e-resources which is going to be available for you to access.

The theme we have selected in this issue is Patient Satisfaction. A concern that all of us working in the healthcare field constantly strive to provide. However as one delves into it there are different dimensions to it. A critical dimension to it is of patient expectation which must be fulfilled if we are to talk of patient satisfaction at all. The concept of patient centered care is increasing becoming more relevant. This takes the issue of evidence based treatment and adds the human element to it so that today we hear everywhere the advocacy of providing patient centered care. Other dimensions include waiting time management, hospital infrastructure planning, and of human resources (employees) development so that we can provide patient centered care. The other spectrum of patient satisfaction is ensuring that quality of life enhancement occurs due to the health care intervention. Monitoring and measuring of patient satisfaction will help gauge the direction the providers are heading. There are various quality standards that the hospitals have to meet.

Our partner this time is L V Prasad Eye Institute.

We wish you an experience of learning that is very practical. Your feedback will let us know how we can improve. Please write in your feedback at eyesite@aravind.org

We wish our readers an informative reading!

Happy Reading!

Regards,

Vision 2020 e-resource team
The Issue Features...
Patient Satisfaction
Vol. 3 No. 12 November 2006
•   Patient Expectation
•   Patient Centered Care
•   Time Management
•   Hospital Infrastructure
•   Human Resources
•   Quality of Clinical Care
•  International Standards for Eye Hospitals
•  Monitoring
•  Collaborating Partner
•  Talk To Us

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Improving the quality of patient care in eye hospitals is a vital and necessary activity. Patients report they receive less individual attention than ever before, it mainly because of high patient expectation. They complain that Ophthalmologist and nurses are too busy tending to the technical aspects of care to provide the much needed attention to patients personal needs. Hence we should be working towards - improving patient expectations, and patient care, communicating clearly and effectively with those who look to us for help.
  • PATIENTS' PERSPECTIVE: AN IMPORTANT FACTOR IN ASSESSING PATIENT SATISFACTION

  • Abstract:
    This article tells in detail about a new perspective factor on measuring patient satisfaction. This study was conducted in Aravind Eye Care System by registering patients suggestions (complaints/satisfaction). This study was conducted by setting up a standard questionnaire and distributing it among the patients and the result was analysed and the through effective processing steps were taken for solving the new problems through the study.

  • A STUDY OF PATIENTS ATTENDING FOR EYE SURGERY AT A RURAL HOSPITAL IN THE REPUBLIC OF BENIN

  • Abstract:
    This study was conducted among the cataract population of The St Jean de Dieu Hospital in and around Benin to measure the socio economic status of the eye care population. This article describes in detail about the methods of the study involved in measuring the patient satisfaction among the patients who had done cataract operation.

  • PATIENT SATISFACTION WITH OUTPATIENT SURGERY A NATIONAL SURVEY ON MEDICARE BENEFICIARIES

  • Abstract:
    This article discusses about the survey conducted to determine and compare Medicare beneficiary satisfaction with selected outpatient surgical and diagnostic procedures in ambulatory surgical centers (ASCs) and hospital outpatient departments (OPDs). The procedures were cataract extraction with intraocular lens implant, upper gastrointestinal endoscopy, colonoscopy and bunionectomy.

  • FIVE TIPS FOR GENERATING PATIENT SATISFACTION AND COMPLIANCE

  • Abstract:
    This article tells in detail about five useful tips for generating the patients. It also tells in detail about the steps, methods and mode of service that can be followed for generating patients. Also deals how to access the patient compliance and how effectively we can improve health service to make them satisfied.

  • CLIENT SATISFACTION AND QUALITY OF HEALTH CARE IN RURAL BANGLADESH

  • Abstract:
    This article tells in detail about the study conducted to assess user expectations and degree of client satisfaction and quality of health care provided in rural Bangladesh. It also describes in detail about the study methods, case findings and the problems analyzed as a result of this study.
Patient Centered Care
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In addition to working towards high clinical quality, it is also necessary for the hospital to strive for high patient satisfaction. This is possible when administrative and other systems and procedures are geared toward the needs and comforts of the patients and redesigned as patient-centered systems or procedures. More often than not, systems and procedures are designed to benefit the organization by way of better control or lesser use of resources. While this is necessary from an efficiency perspective, it should not be at the cost of creating hardships for the patients.
  • THE PATIENTS VIEW: HOW CAN WE IMPROVE PATIENT CARE

  • Abstract:
    This article outlines the barriers that patients can face when required to go to hospital and also practical ideas on how to overcome these barriers.

  • HOW CAN WE IMPROVE PATIENT CARE

  • Abstract:
    This article tells in detail about how to provide high quality patient care by providing effective service in the medical and the non-medical aspects that have to be enhanced. It also tells the need for improving effective patient care service.

  • HOW EYE WORKERS CAN HELP NEWLY BLIND PEOPLE

  • Abstract:
    This article tells in detail how the eye workers can be utilized in transferring the blind people to the hospital. It also the lists out the various facilities that could be counseled to the blind people by the eye care workers.

  • HELP FOR THE BLIND OR VISUALLY IMPAIRED PERSON: THE BLIND PERSONS PERSPECTIVE

  • Abstract:
    This article tells in detail how to organize help for the blind and facilitate the Vision 2020 global effort.

  • MEASURING AND ENHANCING PATIENT SATISFACTION IN AN OPTOMETRY PRACTICE

  • Abstract:
    This article details the ways we can measure and enhance patient satisfaction in an optometry service. It also lists the service essentials, ways to manage eye care services for patient satisfaction and also the factors that prevent the patients from availing the service. It highlights in detail, the ways to measure and increase patients satisfaction in a cost effective manner.

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Time management is a set of skills, tools, and systems that work together to help you get more value out of your time with the aim of improving the quality of patients. Effective management policies and proficient staff combined with time management allow staff to work in a well-organised environment, ready to care for patients.
  • AN AUDIT OF THE USE OF OPHTHALMIC THEATRE TIME

  • Abstract:
    This article discusses various factors that affect the patients from reaching cataract surgeries .It also describes how the factors could be overcome by improving the efficiency with which human , material resources , and thus reducing the use of Ophthalmic theatre time.

  • PROFESSIONAL MANAGEMENT FOR EYE CARE

  • Abstract:
    This article addresses adopting professional management practice and new technologies in clinical services from a professional management perspective. It also describes the roles and the responsibilities of Hospital administrators. It also gives in detail about how each department have to strive hard for providing effective eye care service. It also describes how the Professional management practices would enhance staff satisfaction, improve quality, patient satisfaction, and public perception of services.

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Intelligent layout of space and ergonomic positioning of equipment will allow efficient flow of patients through the eye care facility. Whether patients move to clinical staff, or clinical staff move to patients (restaurant fashion), thoughtfulness of the design will increase efficiency and volume of patients seen. Intelligent systems and procedures also contribute to greater efficiency. Investing a lot of money in equipment that will sit unused for hours or days at a time, or that will be costly to repair, is not cost effective. Every machine and piece of equipment should be in use for at least one full shift per day, in order to get full return on the investment and to lower maintenance.
  • COMPUTERS IN OPHTHALMOLOGY PRACTICE

  • Abstract:
    This article provides a practical account of the uses and advantages of computers in ophthalmic practice, as well as a step-by-step approach to the optimal utilization of available computer technology.

  • HOSPITAL INFRASTRUCTURE

  • Abstract:
    This article tells in detail about how to plan the hospital infrastructure to afford quality health care in tertiary hospitals of private sector. It also lists out the tips that could be considered in paving the effective infrastructure in the hospitals.

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Even with the best infrastructure and perfect systems in place, positive staff attitudes are necessary for achieving excellent results. In a dynamic environment such as a hospital, it is impossible to predict every single activity and to specify every single procedure. Therefore, positive attitudes must be developed and nurtured in all staff to keep them striving for high quality standards and constantly improving upon them. The leader must develop and exhibit these attitudes in the day-to-day activities to augment patient satisfaction.

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While the patient is the best judge of the visual outcome, the patient has little or no understanding of the quality of the clinical process. Most patients cant appreciate the type of surgery performed, the number of sutures, section done, or any of the finer details of the surgery that is not going to influence or dictate the details of how the surgery or examination should be done. Hence the pressure to maintain high clinical standards and to constantly improve has to come from within the system.

Good clinical outcomes produce good visual outcomes, which are fundamental to attracting patients. Even the poor patients who seek free care are quite discerning about he quality.
  • TRANSMISSION AND CONTROL OF INFECTION IN OPHTHALMIC PRACTICE

  • Abstract:
    This article gives a detailed overview of the infection that can occur during the ophthalmic practice and how the transmission of infection can be avoided by taking effective preventive measures. It also lists out the infection and their source and the measures that have to be taken for preventing the infection.

  • PATIENT SATISFACTION AFTER LASIK

  • Abstract:
    Consultant Ophthalmic Surgeon, Bhatia Hospital, Lilavati Hospital, Mumbai. This article tells in detail about the patient satisfaction after LASIK. It also lists out the common reasons given by the patients for undergoing LASIK.

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Constant monitoring and assessment of various functions maintains quality control. There should be a formal system of evaluation in place. Holding regular staff meetings to assess and discuss performance and to plan further strategies helps a programme to evolve with the demand. Patient Satisfaction Surveys can be conduction which is an instrumental component in monitoring hospital's quality of care in relation to costs and services.
  • MEASURING PATIENT SATISFACTION

  • Abstract:
    Measuring patient satisfaction in organizations plays a vital role in improving the organizational strategy and makes the organization sustain. This article gives some ideas about how to set up a questionnaire for measuring the patient satisfaction and analyze current status of the organization, which can be taken for further enhancement of the organization.

  • PUBLIC REPORTING OF HOSPITAL PATIENT SATISFACTION: A REVIEW OF SURVEY METHODS AND STATISTICAL APPROACHES

  • Abstract:
    An in-depth review of existing public reports on hospital patient satisfaction was conducted to assess the similarities and differences in survey and statistical methodologies, identify issues related to survey distribution and reporting for minority groups, and discuss advantages and disadvantages of various statistical approaches for reporting hospital patient satisfaction data. The relevant literature was reviewed as a context for the description and analysis of the public reports.

  • IMPORTANCE OF MONITORING CATARACT SURGICAL OUTCOMES

  • Abstract:
    This article emphasis on monitoring cataract surgical outcomes. It also describes the importance of setting up and monitoring steps of cataract surgical outcomes.

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A standards organization, also sometimes referred to as a standards body, is any entity whose primary activities are developing, coordinating, promulgating, revising, amending, reissuing, interpreting, or otherwise maintaining international standards that address the interests of a wide base of practitioners outside the standards development organization. Here are some of articles which highlights about international standards.
  • REVISION OF VISUAL IMPAIRMENT DEFINITIONS IN THE INTERNATIONAL STATISTICAL CLASSIFICATION OF DISEASES

  • Abstract:
    This article deals with new review of refractive error definitions based on the survey.

  • FOR VISION, EYE CARE AND OPHTHALMOLOGY


  • STANDARD-SETTING ACTIVITIES IN HEALTH CARE


  • CLINICAL STRATEGIES

  • Abstract:
    This module deals with benchmarks for monitoring quality volume and sustainability, evolution of cataract surgical techniques, clinical strategies, IOL microsurgery training course, and manual Phaco extraction training course. There are also appendices on preoperative evaluation, preoperative preparation and anesthesia, intraoperative considerations, postoperative management and pediatric cataract.

  • MEDICAL RECORDS PROTOCOL

  • Abstract:
    This document covers the standard protocol to maintain medical records and issue reports. It provides model case sheets for various patient categories including preoperative cataract/IOL ,cataract/IOL surgery record, postoperative cataract/IOL surgery record, follow-up and discharge record, as well as flowcharts illustrating the work flow for new and review registration

  • COMMUNITY OUTREACH FOR CATARACT - PROTOCOL

  • Abstract:
    The Cataract Outreach Activities Protocol guides about the pre-camp activities such as monthly plan/weekly plan schedule, to contact the sponsor, explaining the sponsor about the camp procedures, suggest a suitable date and camp site, to give standard format of notice and poster for sponsors publicity, periodical meetings, transport management etc. and the camp-day activities such as to make ready op& IP registers, collect furniture, instructing the volunteers, collect patients, preparing medical records, arranging food, arranging transport to take the patients to the hospital etc. and the post-camp activities such as admitting and treatment of patients, to draw camp reports etc. A Flow chart of examination protocol at campsite and the standardized clinical protocol for the campsite is also given for good management.

  • CATARACT SURVEY - PROTOCOL

  • Abstract:
    Survey protocol is designed to give the quantum of prevalence of blindness, prevalence of cataract blindness, cataract surgical coverage and outcome following cataract surgery. The protocol gives complete detail with the software for data entry forms, standard analysis and manual of operations.

  • DIABETIC RETINOPATHY KNOWLEDGE,ATTITUDE AND PRACTICE STUDY PROTOCOL

  • Abstract:
    KAP Study tells us what people know about certain things, how they feel and also how they behave. The three topics that a KAP study measures are Knowledge, Attitude and Practice. Understanding the levels of Knowledge, Attitude and Practice will allow for a more efficient process of awareness creation as it will allow the program to be tailored more appropriately to the needs of the community.

  • CATARACT SURGERY TECHNIQUES

  • Abstract:
    The Cataract Surgical Protocol deals with the techniques to be followed during the cataract surgeries. The patient examination and the preoperative techniques to be followed such as admission, investigation, decision making on patients with systematic diseases, asthmatics, instruction regarding dilatation, cleanliness and day of surgery are given in detail. The Surgical Protocol includes how the Anaesthetic solution is selected, its quantity, sterilization of needles, checking of case records, Anaesthesia, hypotony, Managing Anaesthetic Complications etc. The Postoperative protocol includes Routine Management of uncomplicated cases, routine medication, explaining the patient during discharge, timing of resurgeries and routine follow-up.

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A standards organization, also sometimes referred to as a standards body, is any entity whose primary activities are developing, coordinating, promulgating, revising, amending, reissuing, interpreting, or otherwise maintaining international standards that address the interests of a wide base of practitioners outside the standards development organization. Here are some of articles which highlights about international standards.
  • REVISION OF VISUAL IMPAIRMENT DEFINITIONS IN THE INTERNATIONAL STATISTICAL CLASSIFICATION OF DISEASES

  • Abstract:
    This article deals with new review of refractive error definitions based on the survey.

  • FOR VISION, EYE CARE AND OPHTHALMOLOGY


  • STANDARD-SETTING ACTIVITIES IN HEALTH CARE


  • CLINICAL STRATEGIES

  • Abstract:
    This module deals with benchmarks for monitoring quality volume and sustainability, evolution of cataract surgical techniques, clinical strategies, IOL microsurgery training course, and manual Phaco extraction training course. There are also appendices on preoperative evaluation, preoperative preparation and anesthesia, intraoperative considerations, postoperative management and pediatric cataract.

  • MEDICAL RECORDS PROTOCOL

  • Abstract:
    This document covers the standard protocol to maintain medical records and issue reports. It provides model case sheets for various patient categories including preoperative cataract/IOL ,cataract/IOL surgery record, postoperative cataract/IOL surgery record, follow-up and discharge record, as well as flowcharts illustrating the work flow for new and review registration

  • COMMUNITY OUTREACH FOR CATARACT - PROTOCOL

  • Abstract:
    The Cataract Outreach Activities Protocol guides about the pre-camp activities such as monthly plan/weekly plan schedule, to contact the sponsor, explaining the sponsor about the camp procedures, suggest a suitable date and camp site, to give standard format of notice and poster for sponsors publicity, periodical meetings, transport management etc. and the camp-day activities such as to make ready op& IP registers, collect furniture, instructing the volunteers, collect patients, preparing medical records, arranging food, arranging transport to take the patients to the hospital etc. and the post-camp activities such as admitting and treatment of patients, to draw camp reports etc. A Flow chart of examination protocol at campsite and the standardized clinical protocol for the campsite is also given for good management.

  • CATARACT SURVEY - PROTOCOL

  • Abstract:
    Survey protocol is designed to give the quantum of prevalence of blindness, prevalence of cataract blindness, cataract surgical coverage and outcome following cataract surgery. The protocol gives complete detail with the software for data entry forms, standard analysis and manual of operations.

  • DIABETIC RETINOPATHY KNOWLEDGE,ATTITUDE AND PRACTICE STUDY PROTOCOL

  • Abstract:
    KAP Study tells us what people know about certain things, how they feel and also how they behave. The three topics that a KAP study measures are Knowledge, Attitude and Practice. Understanding the levels of Knowledge, Attitude and Practice will allow for a more efficient process of awareness creation as it will allow the program to be tailored more appropriately to the needs of the community.

  • CATARACT SURGERY TECHNIQUES

  • Abstract:
    The Cataract Surgical Protocol deals with the techniques to be followed during the cataract surgeries. The patient examination and the preoperative techniques to be followed such as admission, investigation, decision making on patients with systematic diseases, asthmatics, instruction regarding dilatation, cleanliness and day of surgery are given in detail. The Surgical Protocol includes how the Anaesthetic solution is selected, its quantity, sterilization of needles, checking of case records, Anaesthesia, hypotony, Managing Anaesthetic Complications etc. The Postoperative protocol includes Routine Management of uncomplicated cases, routine medication, explaining the patient during discharge, timing of resurgeries and routine follow-up.

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L V Prasad Eye Institute

L V Prasad Eye Institute is a world-class eye hospital, research, and training centre located in Hyderabad, India. Its mission is to provide excellent and equitable eye care to all in a caring and compassionate manner. The Institute's six areas of focus are comprehensive patient care, sight enhancement and low vision rehabilitation, community eye health, clinical research, education and training programmes, and product development.

In partnership with international health organizations, such as the World Health Organization and the International Agency for the Prevention of Blindness, LVPEI designs and implements innovative eye health programs that reach people in the most remote and poorest areas. LVPEI has established rural eye health centers that provide high-quality eye care at the lowest possible cost, or at no cost. This same model is used in LVPEI's primary center in Hyderabad, Andhra Pradesh, where nearly 50 percent of patients are treated free of cost.

Visit L V Prasad Eye Institute at L V Prasad Eye Institute

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Vision 2020 e-resource team,
Lions Aravind Institute of Community Ophthalmology,
1, Annanagar, Madurai - 625 020,
Tamil Nadu, India,
E-mail:eyesite@aravind.org
Phone: 91-452-2537580

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