Shri Blaji Metro Hospital has been committed to providing the highest levels of quality healthcare in a clean and caring environment. We view quality as an indispensable part of service delivery and aim to serve our patients in an optimal manner. We recognize the need to address the mental and physical challenges faced by patients in the hospital, in a compassionate and caring manner.

Our Quality structure consists of the following elements:

Compliance with

• Statutory requirements
• Shri Balaji Metro Hospital Policies and Procedures
• Accreditation requirements

National Accreditation Board for Hospitals and Healthcare Providers (NABH)

Monitoring of hospital operations using

• Quality Indicators
• Incident Reporting
• Patient Feedback
• Audits of both clinical and non-clinical aspects
• Committees to run essential hospital functions
• Mock Drills to respond to emergency situations

Continuous Improvement of

• Infrastructure in patient care as well as other areas of the hospital
• Processes to streamline and improve efficiencies in all aspects of operations
• Human Resources by training in core technical aspects, recent advances in patient care as well as soft skills

Safety Program

• Patient and staff safety
• Radiation safety
• Infection control
• Incident Reporting
• Laboratory Safety
• Environmental safety
• Safety Codes
• Management of Hazardous Materials
• Safety Audits

QUALITY IN PATIENT CARE
Patient care is at the core of the existence of Shri Blaji Metro Hospital and we aim to achieve the highest standards of care possible in an ethical manner. We are committed to provide care that is respectful of and responsive to individual patient preferences, needs, values, and ensure that patient values guide all clinical decisions. We also believe in safe medical systems that benefit by active patient engagement at every level of care.

Patient Care Quality Program

Hospital Design
Minimize any inconvenience and address patient safety as per national standards. Use the best technology to provide the safest and most effective care. Design features to maximize infection control. Use of guidelines to design, plan and execute our hospitals, such as:

• AERB guidelines for Radiology
• NBC for structural conformance with the standards prescribed by Govt. of India

Clinical Excellence built on the principles of

• Robust clinical governance consisting of active oversight locally by the hospital as well as centrally by medical administration at the management office Well designed and monitored clinical programs.
• Practice of evidence based medicine
• Clinical audits and peer reviews as an oversight function
• Continuous professional development of doctors, nurses and paramedical staff
• Multi-level physician engagement to ensure professional and career growth

Patient Centred Care

• Patient safety and positive clinical outcomes are prioritized
• Care that is respectful of individual patient preferences, needs and values
• Patient values guide clinical decisions
• Safe medical systems
• Active patient engagement at every level of care

Customer feedback
This is an integral part of our journey towards continuous quality improvement. Feedback is collected daily from inpatients and outpatients, analyzed and improvements as applicable, implemented. Specific patient concerns are addressed immediately.

Quality Indicators:
Patient Satisfaction Indices

1. Outpatient satisfaction index
2. Inpatient satisfaction index

Operational Indicators

1. Waiting time for services including diagnostics and out-patient consultation
2. Time for initial assessment of indoor and emergency patients
3. Bed occupancy rate & ALS
4. Time taken for discharge

Infection Control

1. Incidence of needle stick injuries
2. Surgical site infection rate
3. Bloodstream infection rate
4. Incidence of bed sores after admission

Patient Safety and Quality

1. Incidence of falls
2. Number of reporting errors/1000 investigations
3. Percentage of re-dos
4. Percentage of reports co-relating with clinical diagnosis
5. Turnaround time for issue of blood and blood components
6. Percentage of wastage of blood and blood products

Staffing Indicators

1. Nurse-patient ratio for ICUs and wards
2. Employee satisfaction index
3. Employee attrition rate
4. Employee absenteeism rate
5. Percentage of employees provided pre-exposure prophylaxis