GREETINGS from DISHA EYE HOSPITALS

Dr. Debasish Bhattacharya

Quality — How it is important?

Poor Quality

COSTLY

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?

< 6/60 = Visual rehabilitation

6/36 to 6/18 = Visual improvement

6/12 to 6/9 = Vision enhancement

Good SICS Vs. average Phaco

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

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

OCT

OCT

AP 24-2

AP 24-2

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

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

QUALITY = SATISFACTION

SATISFACTION = EXPECTATION – SERVICE RENDERED

Expectations are a pre-conceived standard as available in the market

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

• 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

• 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?

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

RSBY offers a World of opportunities

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.

Quality means doing it right when nobody is watching— Henry Ford

Thank You