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’.