Paying Attention To Hospitals

Dr. Zaufishan Rahman(Pakistan)

STANFORD UNIVERSITY

Crash Course on CreativityFall 2012

Stanford University

Chosen Field of Work For this

Assignment:

Options: School, Grocery store, Retail Shops, Hospital, pharmaciesMy Choice: Hospitals

Objective of Assignment

Observations

Select 6 hospitals of your city and pay ‘Keen Attention’ to fine details that affect patient’s experience in hospital

Reference: Observation Lab checklist

Opportunities Identify

Opportunities of development & Improvement from noted observations

Source: Your Creativity

Stanford University

Stanford University

Key areas of work: Before you enter the hospital Environment of Premises Personnel Product/ Services Customers Others

Stanford University

Observations Before you enter1. Perceptions of specialized health facilities

Difficult to reach Not cost effective Negative attitudes of staff

2. Busy corridors, long queues and long waiting time before doctor consultation

3. Inaccessible health facilities long distances from home Difficulty in shifting patients from rural to urban

areas

4. Busy and jammed Parking lots

Observations

Stanford University

Difficulty in carrying patients to hospitals

Observation

Stanford University

Observations

Long distances to specialized health facilities

Stanford University

Observations

Busy hospital wards and long waiting times

Stanford University

Opportunities

1. Public awareness media campaigns for community to promote accessible, affordable and cost effective health services

2. Employment of more human resources in health and scheduling of available staff in different shifts for reduction in waiting time before consultation

3. Rapid transit bus service for patients from rural to urban areas shift

4. The opportunity for contractors to build new parking lots and employment of car caretakers

Opportunity

Stanford University

Rapid Transit Bus Service

Opportunity

Stanford University

Well organized parking lots

Opportunity

Stanford University

Media Awareness and TV shows

Opportunity

Stanford University

Environment The hospital interior plays a significant role in patient

acceptability Paediatric hospital with colourful interior and

cartoonic wall paintings is more acceptable for young patients as compared to general ward of common hospital

Moderate to low lightening of hospital rooms sharp lights as well as too dim lights are

discouraged

Temperature control is very well accepted Hospital that are warm in winters and cold in

summers due to thermostats and heat adjusting system are more warmly welcomed

Observations

Stanford University

Environment A welcome note/announcement on auto-

repeat speaker for patients is usually pleasant and well accepted

The floors are usually clean and shiny Dusty ones make hospital look with unhygienic

environment

The smell is a significant repellent. The smelly lounges are less attended by patients

Observations

Stanford University

Opportunities The opportunity for painters and graphic

designers to design nice wall paintings with health messages

The opportunity for generator operators for uninterrupted power supply to maintain warm and cool environments

The improved lightening system

The play area establishment and maintenance for indoor chronic disease patients

Opportunity

Stanford University

Opportunities The opportunity for puppet show and magic

show organizers to hold annual paid functions in hospital for young patients

Long waiting times can be accommodated by patient engagement in healthy activities. the opportunity for companies to promote the self care tests by free camping in beginning

Bone mineral density test Mammogram for breast cancer screening

Opportunity

Stanford University

Patient engagement activities

Opportunity

Stanford University

Trainings and Public awareness campaigns

Opportunity

Stanford University

Personnel Average Time before consultation is usually

30-45min

Doctors who follow the script of patient history taking are less appreciated than the ones who have an individualized talk according to the patient problem.

Staff uniform practice is variable Staff nurses and sanitary workers have the

uniform while the rest of the staff doesn’t have.

Observations

Stanford University

Personnel Age and gender of employees are

variable Patient preferences for gender of doctor are

very discrete Women prefer to go to lady doctors for gynae

and obs problems etc

Doctor to patient ratio was low It is one of a major reason that make

patients wait for long times

Observation

Stanford University

Opportunities Opportunity for training companies

Periodic trainings to enhance technical knowledge, skills and communication of hospital staff

Patient well being sessions Patient groups Volunteer activities

Opportunity

Stanford University

Opportunities The opportunity for investors and

builders to build new purpose build specialized hospitals for all age groups and genders

Specialized paediatric hospital Specialized women hospital Specialized geriatric hospital Specialized eye hospital, cardiology

hospital, pulmonology hospital etc.

Opportunity

Stanford University

Staff trainings of doctors & Staff nurses

Opportunity

Stanford University

Individualized Patient consultation

Opportunity

Stanford University

Well-lit room and temperature maintenance

Opportunity

Stanford University

A hospital can be a fun and happy place too

Opportunity

Stanford University

Public awareness messages

Opportunity

Stanford University

Patient wellbeing message

Opportunity

Stanford University

Products Indoor services

Curative Health services Operation theatres Specialized Wards (Medical unit, nephrology,

neurology, cardiology etc)

Out door services Preventive health services Walk in patients

Emergency Diagnostic services

Observations

Stanford University

Opportunities1. The opportunity to extend the services….

If a high number of patients are turning up, the programs of preventive health, immunization and malnutrition can be launched.

o Polio drops for every child under 5 years of age

o EPI Immunization for every childo Malnutrition interventions for needy

patients

Opportunity

Stanford University

Opportunity The opportunity for government health

department to synchronize different programs to achieve more than one objectives (Millennium Development Goals):

Reduction in maternal mortality ratio Reduction in infant mortality ratio Reduction in illiteracy Reduction in malnourishment of children Reduction in complicated cases of HIV AIDS, TB

and epilepsy

Opportunity

Stanford University

Customers All patients are accompanied by relatives and

come in groups to seek health services

Age and gender is variable according to hospital and speciality

Younger patients to Children hospital (Average age: 8 to 10 y)

Middle age to older age group: Institute of Cardiology Women to Lady Willington maternity hospital

Average stay in hospital 2 – 3 hours All customers/ patients are seeking health services

not browsing the services like general consumer products

Observations

Stanford University

Patient engagement & well being activities A beautician having a session with a cancer patient

Opportunity

Stanford University

Showing Solidarity with Cancer Patients&

Call for donations to support more patients

Opportunity

Stanford University

Opportunity for Politicians & Administrators for fund raising & Social work for patients

Opportunity

Stanford University

Opportunity for Public engagement &

Fund raising activities

Opportunity

Stanford University

Opportunity

IMPROVING HEALTHCARE PROVISION TO PUBLIC BY KEEN OBSERVATION OF PROBLEMS &

DESIGNING CRAETIVE SOLUTIONS

Stanford University

Thankyou for your time….

Dr. Zaufishan RahmanPublic Health Consultant/

Manager Drug Information CentrePakistan

zaufishan@msn.com

Thankyou