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Case Study of Ruby Hall ClinicDriving Business With Superlative Quality
- 25 August 2012
Dr Sujata MalikDirector – Medical
ServicesRUBY HALL CLINIC
MILESTONES
Established – 1959
Founder – Dr K. B. Grant
Then…
Started with 2 bedded hospital
Now…
Today a 555 Bedded Multi specialty tertiary care hospital.
NEW FACILITIES
VISION
To be a health care destination where high-end
technology and medical expertise blend with
compassionate and personalized care,
to meet the health needs of all
our patients whose care is
our primary purpose
and mission.
QUALITY POLICY
We are committed to Quality as an integral part of our total
operations with the goal of achieving clinical excellence
and patient satisfaction and safety by continually
improving our capability to identify, develop
and provide services that are valued
by our patients and result in
good clinical outcomes.
THE ESSENCE…
Technology
• Clinical Excellence
Clinicians
• Safe environment of care
• Patient satisfaction – Meeting expectations
• Continuous quality improvement
WE BELIEVE…
Business and quality
must go hand in hand !!
MANY FIRSTS…First CCU in Pune
First CT Scan in Pune
First MRI in Pune
First Gamma Camera in Pune
First Twin Cathlab in Maharashtra
First Drug eluting stent in Maharashtra
First Cobalt Unit in Pune
First Carotid stent in Maharashtra
First 40 Detector CT in Maharashtra
First Image Guided Radiotherapy (Linac) in India
First PET Scan in India with Time of Flight
OUR JOURNEY OF QUALITY ASSURANCE
Began in - August 2008
Aug. 2009 - NABL for Laboratory
Nov. 2009 - NABH Hospital
May 2012 - NABH Blood Bank
QUALITY TRIAD
OUTCOME
STRUCTURE PROCESS
CONTINUAL IMPROVEMENT…
INTEGRATING QUALITY WITH OPERATIONS…
Well defined processes.
Credentialed and Privileged professionals.
Calibration and optimal preventive maintenance of equipments.
Safety measures – fire and other emergencies.
Continuous monitoring of Quality indicators.
Contd..
Patient Satisfaction surveys.
Incident reporting and RCA of sentinel events.
Collaborative governance -Committees.
Data collection and analysis.
Measurement of outcome.
Corrective and preventive actions
BUSINESS FALLOUT
1. Sustained commitment to Quality.
2. Better Patient Satisfaction:
-Trust of clientele.
3. Attract better talent :
-Higher employee morale
-Engagement of Consultants
4. Business Growth :
-CGHS, ECHS empanelment
-Medical Tourism
Contd..
Contd..3. Cost Reduction:
- HAI rates
- Patient absconding
- Loss of medical records
- Patient fall rates
- Pressure ulcers
- Equipment related accidents
- Inventory Control
AWARDS & RECOGNITIONS
Quality is never an accident, it is always the result of
high intention , sincere efforts, intelligent direction
and skillful execution, it represents the wise choice of
many alternatives.
– William A. Foster quoted in ‘ Igniting the Spirit at
Work : Daily Reflections’.