Chennai, Dec 7 : The city-based ACME Consulting, a leading healthcare Quality Consulting Group, today announced the launch of 'ACME-PULSE', an unique Survey and Support service 'Delight the Patient' programme for the Hospitals to improve the delivery care system.
Talking to reporters here, ACME Consulting Managing Director B G Menon said the programme would not only come out with survey reports, but also a detailed analysis of the results and suggestions for corrective actions to be taken. The programme was launched coinciding with the World Patient Safety Day to be celebrated on December nine. Dr Girdhar Gyani, Secretary General, Quality Council of India (QCI) and hailed as the father of the National Accreditation Board for Hospitals and Healthcare Providers (NABH) accreditations was present during the launch.
Mr Menon said the 'Delight the Patient' service would be offered to two Government Hospitals in Chennai -- a 30-bedded Upgraded Primary Health Centre (PHC) at Medavakkam and a PHC at Soranchery, Poonamalle -- free of cost to demonstrate to the Medical Officers and Health department officials the benefits of the program. This is a first-of-its-kind initiative towards taking the service quality of the small and medium-sized hospitals to substantially better levels.
The service was designed based on the ACME PULSE Patient Satisfaction Survey program approved by the National Board of Quality Promotion (NBQP), a constituent of the QCI. ACME would be signing MoUs with 25 hospitals for this purpose.The project was being launched as a pilot program to help hospitals understand what their patients really want and providing their services accordingly, thereby over a period of time reaching a level of delighting their patients. Mr Menon said patient Satisfaction Scores were the mainstay of any quality rating system for hospitals in the US and Europe.
"However, in India it is very much in its infancy and ACME PULSE is India's first scientifically-designed, independent, third party patient satisfaction survey and support program to address this critical gap", he added. The program captures the level of satisfaction of patients at every stage of the healthcare delivery process, starting from the way queries were responded to at the reception throughout the admission, doctor consultation and examination, treatment and discharge.
The survey results would also help hospitals understand how the patients perceive courtesy of the staff, quality of accommodation and food, timely availability of test results and even aspects such as parking facilities and security.