Quality and Care: Importance in Medical Care at Father Muller’s
Introduction
Quality has become an important buzzword for the current generation of healthcare providers. Most hospitals and healthcare providers are differentiated and evaluated according to their organizational performance and quality. National Accreditation Board for Hospitals and Healthcare Providers (NABH) is an integral board of Quality Council of India (QCI), established to operate accreditation program for healthcare organizations/institutions. Accreditation is a public recognition awarded to healthcare organizations which fulfil the standards laid by NABH through an independent external assessment conducted by a qualified team of assessors.
History of accreditation
The origin of the accreditation process was in the United States of America. In 1917, the American college of surgeons developed a programme of “minimum standards for hospitals”. In 1951 Joint Commission on accreditation of healthcare organizations was formulated. All subsequent national programs have been derived from this either directly or indirectly.
In India, the NABH system was established in 2006, as a constituent board of the Quality Council of India to establish and operate an accreditation program for healthcare organizations. The purpose of the NABH was to design and monitor healthcare standards for hospitals and healthcare providers in accordance with international standards.
Accreditation programmes at FMMCI
Father Muller Charitable Institutions (FMMCI) have been touching the lives of thousands of people for the last 139 long years. The institution founded by Fr. Augustus Muller in 1880 stands out as a hallmark of medical service and education in our country. With its motto of “heal and comfort”, it is committed to bringing healthcare solace to the suffering humanity.
Father Muller Medical College Hospital (FMMCH) initiated NABH journey since 2012 and received its first NABH certification in August 2015 for a three year period. In 2018 August FMMCH was re-accreditated by NABH.
The National Accreditation Board for Testing and Calibration Laboratories (NABL) has accredited microbiology, biochemistry and pathology clinical laboratories of the Hospital. It is the first medical institution in the city which has all the three laboratories accredited by NABL guaranteeing the quality of service.
It’s the first hospital to receive all three accreditations NABH, NABL, and NAAC certification among the vicinity teaching hospitals.
Quality improvement and assurance at FMMCH
Quality assurance is the first step towards quality improvement. Quality department ensures quality of the hospital by conducting regular: internal audits, facility inspection rounds, monitoring set of quality indicators, conducting various emergency code mock drills, medical records audits, monitoring clinical audits, incident reporting system, monitoring medication errors, monitoring adverse drug reactions, monitoring hospital-acquired infections, various hospital committees, continuous staff training and education on policies and protocols. This will help us to provide quality of care and safety of the patient. We believe that there is no upper limit for quality, charity and affection at FMMCH.
Patient safety
Patient safety lies in the hands of the care provider’s. We have a structured patient-safety programme in the hospital. We stress on the importance of constant vigilance to detect potential hazards and reduce these hazards. We follow International Patient Safety Goals (IPSG) which is laid down by JCI. Our focus lies on identifying the right patient, right communication, right medication, right surgery, appropriate hand hygiene and reducing the falls.
Patient feedback
Patient feedback is collected from outpatient and inpatients who visit our hospital. However, it is not a mandatory process but we give the privilege to the patients to voice their opinions in a given format regarding the quality of services and their satisfaction towards it. These received feedbacks are then collated, analysed and interpreted. Appropriate actions are taken as required. Patient suggestions are positively taken and reasonable suggestions are implemented.
Benefits of accreditation
Accreditation benefits all stakeholders of a healthcare organization. Patients are the biggest beneficiaries.
Patients
- High quality of care at a safe environment with affordable cost
- Service by the credential medical staff
- Patient safety is given utmost priority
- Patients rights are respected and protected
- Enhanced patient satisfaction
- Improves the confidence of the community
- Regular evaluation of services provided
- Access to receive the cashless treatment only at quality certified organisations as per the norms of Insurance Regulatory and Development Authority of India (IRDAI)
- Accreditation provides access to reliable and certified information on facilities, infrastructure, and level of care
- Thus helps to maintain a patient-centric approach in healthcare
Hospital
- Continuous improvement in its governance, operations, and functions
- Enhanced brand image
- Increased patient load
- Competitive edge over other organizations
- Systems are also more transparent and open to change
Staff
- Uniformity in policies
- Continuous learning process through training and awareness
- Good working environment
- It encourages leadership skills among the staff
- Professional development
Conclusion
Despite efforts, the challenges are unstoppable for healthcare providers. We strive our best to provide the quality of care and services to the suffering humanity irrespective of caste, creed, gender, religion, patient’s values, cultural preference and spiritual concerns. Let us all contribute to providing the Quality of care.
Critique by Dr Kelvin Pais, Liaison Officer, FMCI
In the ever-growing health care industry quality is synonym with the cost. Yes, more the sterile environment and increased services of care in a hospital the cost ratio also appreciates. With the accreditations by the central agencies and governing councils of the Health Departments a must for all public and private sector hospitals, Father Muller’s stands proud with its vast setup and manpower. Lacunae’s presents itself at different stages but fast and spontaneous actions are required to solve the problem. Remember that not only do we pay for service as public but also for the cost of it.
by Roopa Priyanka D’Souza
Quality Manager
Father Muller Medical College Hospital