QUALITY IN

HEALTHCARE
KALPANA-3510910311
KASTHURI-3510910340
KAVIPRIYA-3510910346
KHADEEJA-3510910352
INTRODUCTION
The establishment of policies and procedures
that decrease premature death and increased quality
of life of patients define quality health care
management. Quality healthcare management is also
cost effective and generates a profit.
IMPORTANCE OF QUALITY IN
HEALTHCARE
 The Healthcare Industry
 Affordable Quality Healthcare
 Decrease in Premature Death
 Financial Viability
 Quality Healthcare Management Saves Lives
IMPROVING HEALTHCARE
QUALITTY
 Professional initiatives, such as self-regulation, education, standard
setting, and professional audit methods.
 Promoting evidence-based medicine (EBM) and evidence-based
protocols (promoted by professions and some governments).
 The use of audit: setting standards and comparing practice to
standards (uni- professional, multidisciplinary, and organizational
(e.g. UK Kings Fund).
 Government regulation (licensing and inspection).
 National quality strategies (e.g. Norway, Denmark, the UK).
 Quality prizes and awards.
 Quality data collection and comparisons (confidential and public).
 Benchmarking.
 Patient information, participation, and rights.
 Pathway and re-engineering methods.
 Total quality management (TQM).
APOLLO HOSPITALS
Apollo Hospitals is a major hospital chain
based in Chennai, India. It was founded by Dr. Prathap
C. Reddy in 1983. Apollo is the largest private
healthcare provider in Asia and the third largest in the
world, with hospitals in India, Sri Lanka, Bangladesh,
Ghana, Nigeria, Republic of Mauritius, Qatar,Oman
and Kuwait.
Highlights
State of the art and Best in class Infrastructure
Excellent clinical team and dedicated and committed Human
Resources
Credentialing and Privileging of all clinical staff
Clinical Pathways usage for best possible outcomes
Excellence in Allied Services and Specialties
Focus on Research
Emphasis on Quality Management
Excellence in Academics
Benchmarking against the world's best centres
Tracking and standardization of best practices
OBJECTIVES
To know how quality aspects through various media made different
people to choose APOLLO Hospitals for different health problems.
What factors and variables of advertisements influence them to choose.
To know what position does the hospital’s Quality has in the minds of
people.
To know how they became aware of the quality offered by the hospital.
To know level of satisfaction about the hospital’s services.
To find out the potentials for the hospital management that make
them stand different from others.
To know how maintain and improve brand awareness built through
quality maintenance.
To analyse whether any strategic changes has to be made in TQM
implementation in APOLLO Hospital.
LIMITATIONS
Due to lack of time, all patients could not be contacted.
The study has been restricted to Chennai city only.
As the project is a simple sample study and is confined
to few patients only, if may or may not pictures the
entire customer feelings.
The awareness levels of the patients may change from
time to time and so there is a possibility of changes in
the research results. 
Few patients refused to respond or could not respond
appropriately due to Lack of time, Ignorance etc.,

Patient quality: whether the service gives patients what they want.

Professional quality: professionals’ views of whether the service meets patients’
needs as assessed by professionals (outcome is one measure), and whether
personnel correctly select and carry out procedures which are believed to be
necessary to meet patients’ needs, (process).
 Management quality: the most efficient and productive use of resources to meet
client needs, without waste and within limits and directives set by higher
authorities (øvretveit, 1992).
 
 They propose four distinguishing characteristics or functions’’, which are often
defined as the essence of good management’’:
 empowering clinicians and managers to analyse and improve process;
 adopting a norm that customer preferences are the primary determinants of quality
and the term GGcustomer’’ includes both the patients and providers in the
process;
 developing a multidisciplinary approach
 which goes beyond conventional departmental and professional lines; and,
 providing motivation for a rational, data-based cooperative approach to process
analysis and change.
Main components of TQM

 Customer focus — internal and external

 Process analysis.
 Quality project teams.
 Simple methods used in a systematic way to analyse
quality problems, plan change, and evaluate the
results.
 Data to identify and analyse problems and
 to evaluate the results of change.
SERVICES PROVIDED BY APOLLO
Radiosurgery
 Novalis TX
 Cyberknife
Liver Transplant
Bone Marrow Transplant
Hand & Microsurgery
Infertility Care
Cosmetic Surgery
Birmingham Hip Resurfacing
Stem Cell Transplant
Emergency & Trauma Services
Bariatric Surgery
QUALITY GUIDELINES FOLLOWED IN
APPOLLO HOSPITAL
Joint Commission International Accreditation
The Joint Commission International (JCI) is a
U.S based accreditation body dedicated to improving
healthcare quality and safety around the world. The
accreditation is an international gold standard for
hospitals. The Apollo hospitals group achieved the
unique distinction of achieving accreditation for its
hospitals
JCI assesses through a rigorous on site survey process, a healthcare
provider’s quality in the following key areas -
Access to health care
Health Assessment and care processes
Education and rights of individuals
Management of information and human resources
Safety of facility
Infection control
Collaborative integrated management
Facility management
Performance Measurement
Education & Rights of Patients
NABH accreditation
National Accreditation Board for Hospitals &
Healthcare Providers (NABH) is a constituent board of
Quality Council of India, set up to establish and
operate accreditation programmes for healthcare
organizations. The board is structured to cater to
much desired needs of the consumers and to set
benchmarks for progress of health industry. Apollo
Speciality Hospitals ,Madurai and Apollo Speciality
Hospitals Chennai were accredited by the NABH .
NABL Accreditation
Apollo Hospitals, Chennai WAS assessed &
accredited in accordance with the Standard ISO 15189 :
2003 "Medical Laboratories - particular requirements
for Quality & Competence" for its facilities in the field
of Medical Testing.
ISO 9002
Apollo Hospitals, Chennai was the first hospital in
India to be awarded an ISO 9002 certification.
 Superbrand
The Indian Consumer Superbrands Council includes
some of the most eminent marketing, media and advertising
professionals. As the council members agree, "Obtaining
Superbrands' status puts the brand in the circle of an elite
group that is seen to represent the best practices in brand
management. Ultimately it can be likened to a brand oscar.
Apollo Hospitals entered the 'Superbrand' category in 2004.
FINDINS AND SUGGESTIONS
From this study we conclude that quality standards of
Apollo hospitals are very high which is very much evident
from the success ratio of the surgeries performed .
Quality assured in Birmingham Hip Resurfacing is 98%
Quality assured in Cosmetic surgeries performed is 96%
Quality assured in Stem cell Transplantation is 80%
Quality assured in Liver Transplant Performed is 90%
Quality assured in Heart Surgeries Performed is 99%
THANK YOU