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Health Care Management
Ravi Kumudesh MSc / BSc / PG Dip (SMgt) / Dip(MLT)
Sri Lanka Society for Medical Laboratory Science (SLSMLS) slsmls.org
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How to Delight your Patient ??
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Does You Provide a Quality Service?
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Don’t Miss judge Don’t Misused
We are proud of our professional competence
Patients have no way of judging this.
Some time it assumes all are competent ! But ..?
Judge it with our behavior
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How many Complaints do you receive ?
• Per Year ?
• Per Month ?
• Per Week ?
• Per Day ?
• Per Hour ?
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“ We are the best !” Why we continue to fool ourselves
• Only 1 of 20 unhappy patients bother to complain.
• Others walk out of your Laboratory and tell ten others about their bad experience.
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Who is the most important
person in the Hospital ?
• Doctors ?
• Nurses ?
• MLTT ?
• Receptionist ?
• Accountant ?
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Health staff
were GODs
Supreme Authority
Patient was Servant
The disciple/believer
Medical
Practice
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Time is getting changed !
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Dealing with unhappy patients
• Dissatisfaction
Mismatch between Expectation and Reality
• Satisfied patients will tell three other people
• Dissatisfied patients will tell 20 others.
• However, if you can satisfy an unhappy patient, he will tell at least 50 others, and become your most valuable ally !
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“The patient will never care how much you know, until they know how much you care !”
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Remember…..
Are you a Manager ?
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Middle
Managers
First-Line
Managers
Operative Employees
Top
Managers
Which type of manager you are ??
Supervise
Others
Work
on Jobs
What is your Organization ?
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Is it Government Service of Sri Lanka ?
Is it Ministry of Sri Lanka ?
Is it a Government Hospital ?
Is It a Department of Pathology ?
Is it a Hospital Laboratory ?
Then, What is your organizational level ??
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Organizational Levels
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What have we herd about Management ??
• Human Resource Management (HRM)
• Customer Relationship Management (CRM)
• Complaint Management
• Time Management
• Quality Management
• IT Management
• Knowledge Management
• Strategic Management
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Essential Elements of Laboratory Management
• Human resource management
• Quality management systems
• Procurement and supplies management
• Laboratory equipment management
• Laboratory information management system
• Safety and waste management
• Laboratory finance management
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Informational
Decisional
Interpersonal
The Roles of
Management
The Mintzberg
Studies
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Specific Management Skills
• Handling conflicts
• Motivating employees
• Solving problems
• Handling information
• Growing and developing
• Controlling the environment
• Organizing and coordinating
What is Management ???
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Planning
The Process of Management
Controlling
Organizing
Leading
Definition
• “Management is the art of “knowing what you want to do” and then seeing that it is done in the best and cheapest way. ……F.W.Taylor
• Management as a process “consisting of planning, organizing, actuating and controlling, performed to determine and accomplish the objective by the use of people and resources.”
……George R. Terry
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In this definition,
• Planning means Plan in advance. • Organizing means coordination between human
resources and material resources. • Actuating means motivation and giving direction to
subordinate. • Controlling means to ensure about implementation
of plan without deviation. Thus this definition tells that management is act of
achieving the organization objectives.
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1–26
Management Process
Activities
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Relative Amount of Time That Managers Spend on the Four Managerial Functions
Figure 1.4 16.09.2015 @MRI
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Skill Types Needed by Managerial Level
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Building Blocks of Competitive Advantage
Figure 1.5 16.09.2015 @MRI slsmls.org
Creativity is the generation of new ideas Innovation is the process of transformation of creative ideas into desired outputs.
What is Creativity & Innovation?
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Why do some firms succeed while others fail ?
The Art and Science of Formulating,
Implementing, and Evaluating
Cross-Functional Decisions
That Enable an Organization to
Achieve It’s Objectives
What is Strategic Management ??
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What are the elements of Strategic Thinking?
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Mission and Goals
• Mission – Sets out why the organization exists and what it
should be doing from point of view of customer.
• Major goals – Specify what the organization hopes
to fulfill in the medium to long term.
• Objectives – Objectives to be attained that lead to superior
performance.
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External Analysis
• Identify strategic opportunities and threats in the operating environment.
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Internal Analysis
• Identify strengths
– Quality and quantity of resources available
– Distinctive competencies
• Identify weaknesses
– Inadequate resources
– Managerial and organizational deficiencies
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Opportunities for satisfaction in hierarchy of human needs.
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What is motivation?
Basic motivational concepts
– Motivation—the forces within the individual that account for the level, direction, and persistence of effort expended at work.
– Reward—a work outcome of positive value to the individual
– Extrinsic rewards—valued outcomes given to someone by another person.
– Intrinsic rewards—valued outcomes that occur naturally as a person works on a task.
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What is Human Resource Management ?
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Definition of HRM:
Human resource management is to make the
most productive use of human resource to the
greatest benefits of the organization and
individuals.
Organization: profits and social commitments.
Individuals: development and achievement.
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The importance of HRM
(1) People is the key factor of production.
(2) Productivity is the key to measure a nation’s
economic growth potential, and labor quality is the
key to improving productivity.
(3) Competition today is the competition for talents.
(4) Since man is the most uncontrollable and
unpredictable variable of all production variables,
organizational success depends on the management
of people.
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Functions of HRM Conducting job analysis.
Planning future needs and supplies.
Recruiting and selecting employees.
Orienting and training employees.
Managing wages and benefits.
Performance appraisal.
Communicating (discipline and services).
Building employee commitment (incentives).
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Line managers’ HRM responsibilities
a. Job placing.
b. Orienting new employees.
c. On-job training of employees.
d. Interpreting company policies and procedures.
e. Conducting job appraisals.
f. Controlling labor costs.
g. Labor protection and disciplines.
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Strategy and Competitive Advantage
Low-Cost Strategy
Differentiation Strategy
Focus Strategy Offensive Strategy -- Implement
Defensive Strategy -- Protect
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Hospital Situation and Analysis
S W O T
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What is SWOT?
• SWOT is a business or strategic planning
technique used to summarise the key
components of your strategic environments.
• SWOT analysis (strengths, weaknesses,
opportunities, and threats analysis) is a
framework for identifying and analyzing the
internal and external factors that can have an
impact on the viability of a project, product,
place or person.
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SWOT is a summary of your
• Strengths
• Weaknesses
• Opportunities
• Threats
Internal
External
SWOT Analysis
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Internal vs. External
• Strengths and Weaknesses
are considered internal factors---meaning you as the business owner can control them. How you manage or market the business controls whether it is a strength or weakness
• Opportunities and Threats
are considered external factors---meaning you have little control over them. It is your job as a business owner to respond appropriately .
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How to conduct SWOT Analysis?
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Activity
• Analyze the external and internal environment of your profession
• Give your suggestions to convert threats into opportunities and weaknesses into strengths have been identify in your lab.
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Again, do not forget ??
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Patient is the King CRM is a MUST
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Why it is Difficult …
The 10 Commandments
1. The patient is never an interruption, the patient is our work. Everything else can wait !
2. Greet every patient with a smile.
3. Call patients by their name.
4. For patients, all staff members are important as the doctor !
5. Never argue with a patient. Be a good listener.
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The 10 Commandments
6. Don’t say, "I don't know.” Say “ I will find out”.
7. The patient pays your salary - treat him like your boss !
8. Choose positive words 9. Always go an extra mile. Exceeding
patient expectations is the best way of keeping patients happy !
10.Brighten every patient's day. This will make your own life happier.
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How to handle angry patients! RAPSAND
• R = Re-establish rapport (empathy)
• A = Agreement (get the patient to say Yes)
• P = Problem (define this)
• S = Solution
• A = Ask Permission
(is the patient happy with the solution you have offered ?)
• N = Next step ( Follow up)
• D = Document
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Commonest complaints of patients about hospitals • Report Delay …
• Erroneous details
• Specimen mixing up?
• Quality not sure …
• No one to explain
• Unnecessary long time
• Rude staff
• Lack of transparency
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Recent experience
Activity-1 minute • Turn to the person sitting next to you and
discuss a recent experience where you handled a complaint, focusing on how you reacted to your complaint
• Alternatively, discuss a recent experience where you made a complaint, focusing on how the business reacted to your complaint
Our Reactions against complains • Ignore complaints • Defensiveness • Anger • Concern re loss of trade, reputation • Annoyance, time consuming, rectification costs • Hindrance- wish they would just go away! • Not believe, what the patient was saying
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These reactions are as a result of “negative attribution”
Blame is being attributed to us or our institution.
A complaint is evidence that, in the customer’s view, we
have not met their expectations.
“Mystery Patient” Come to your clinic as a patient
• Helps you to think like a patient !
• Seeing things through the patient’s eyes will make you more empathetic !
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How does this matter ?
• Happy patients have better treatment outcomes !
• More compliant because they are engaged
• Laboratory errors.. “Can minimized – Cannot
Stop” They keep us on alert
• Less likely to sue, Can stop it before that…
• Happier patients heal better !
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Two levels of messages in Complaints
Example 1
Surface message
Report of your lab is “Unreliable” as doctor says it is a “Bad report”
Underlying message
He doesn’t understand the Diagnostic value of it
Example 2
Surface message
I am disappointed with the service during my last visit
Underlying message
He is testing the value of his loyalty to our service
Our mission and purpose Should be…
To cure sometimes,
to relieve often,
to comfort always
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Be a Innovative Manager
