Professional Documents
Culture Documents
Apollo Cassea
Apollo Cassea
Group-1
(MS5560: Service Operation Management)
1) What strategy should be used to reduce the numbers of complaints and
sustain the culture of excellence at Apollo hospitals, Bangalore under the
leadership of Dr Panyala ?
An integrated system
The complaints system should be integrated into the work of the whole
organization. This means that:
In a fully integrated system, complaints can highlight adverse events that may
otherwise have been overlooked. Furthermore, complaints data can be aggregated
with incidents data to provide more complete information.
Feedback Loop:
Use of Analytics:
Collected feedback from customers on a regular basis can be stored and Analytics
can be used on top of that data to predict the system to make it efficient which will
help the hospital to give better experience to their patients in terms of treatment as
well as hospitality.
Ultimate aim of a hospital is to provide good treatment and for that, Doctors and
nurses should be available to handle any emergency situation.
Policies
The hospital needs to have policies on how complaints will be handled and on how
adverse events will be treated. These policies need to be clear to all staff.
Promotion
The organization demonstrates that it actively seeks feedback from consumers and
their families through the way it promotes the complaint process. The complaint
An organization that is committed to better complaint handling will ensure that its
staff is properly trained.
Tracking
Once the complaint is recorded, there must be a system for tracking complaints. A
computerized system will enable flags to be sent to relevant staff for them to take
action. The complaints manager is responsible for coordinating complaints.
Monitoring of complaints
Progress, particularly more serious complaints, should be a regular agenda item at
quality and risk management meetings.
Data collection
To ensure that systemic problems can be identified and dealt with, it is most
important that organizations have adequate data collection tools. This will enable
data to be aggregated and analyzed to identify trends. This will also ensure wider
transparency and public accountability, which are key aspects of a high quality
health care system.
Good data collection means the organization can:
learn from mistakes,
identify systemic issues,
reduce risk in the future.
Reporting
The company objective should be reach sigma level of 6 which can only be achieved
by working upon certain key aspects
A good sigma level in hospitality industry will be to work upon these aspects
Apollo Can definitely set a target sigma level if it works upon two important
challenges
1. Patients sentiment towards the hospitality provided
How to achieve?
Customer feedback-treating each complaint as a defect
All services that did not require core clinical expertise were classified as hospitality
service, including service such as billing, dietician service, food and beverages,
facility housekeeping ,nursing, facility an overall operations. All the metrics defined
and mapped can be helpful as a sigma metrics.
Results
Quantitative improvement
Working on each problem as defect would not only help in reducing the number of
complaints but also improve the service levels
Word Frequency count-word frequency count will help in improving the problem
areas which will help in benchmarking
Quality improvement
DMAIC framework-will help in working upon one problem caused by many
different other problems