Patients Must Always be the Priority

Paramjit Kaur, Chief Nursing Officer at Tawakal Hospital, speaks exclusively to Pharma IQ’s Bryan Camoens, on the key challenges when trying to understand the behavior and values of customers. She also talks about effectively managing the patient load as well as how a CQMS can improve the quality of patient care.

Pharma IQ: What are some of the key issues that need to be overcome when attempting to effectively manage influx and share patient load to ease and improve surge capacity?

P Kaur: Surge capacity is defined in Webster’s online Dictionary as “a sudden forceful flow” or “sudden or abrupt strong increases” and capacity is defined as the “ability to perform or produce” or “the maximum production possible”. In order to manage influx and improve surge capacity we have to ensure key components are sufficiently managed. Key components are staff (nurses, physician, pharmacists, technician etc.) , stuff which consists of supplies and equipment e.g. cardiac monitors, defibrillators etc.,  including consumable supplies, medication, oxygen and personal protective equipment, structure wich refers to facilities in hospitals, community health centers, laboratories and health department , and systems including integrated management policies and processes that link departments within the healthcare facility and the healthcare facility with other aspects of healthcare such as out of hospital emergency services .

Pharma IQ: What do you need to consider in the review and organisation of a clinical quality management systems (CQMS)?

P Kaur: The goal of the program is to ensure that every person receives quality care in a timely and accessible fashion. The purpose serves to assure timely identification, assessment and resolution of known or suspected problems/trends by continuously monitoring and evaluation of care and services provided. Our responsibility is to ensure medically appropriate health care services are delivered effectively in the most appropriate setting in a timely and cost effective manner. We have to continuously develop, assess and modify the clinical standards, guidelines and protocol accordingly. Patient safety aspects are the most important issues that need to be addressed. Conducting and integrating quality improvement activities and evaluating the efficiency and effectiveness and its desired outcomes. Recommendations are made after relevant findings are reported.

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Pharma IQ: What are some of the key challenges when trying to understand the behaviour and values of customers?

P Kaur: It is indeed very challenging to satisfy a customer. People of all walks of life come to our delivery system and expect to be served in a timely, professional and courteous manner. We in the healthcare must have all the attributes that will delight the customers, e.g. treat everyone in fairness, honesty and compassion. Inform them if there are any delays and foster a calm environment. We have to understand the cultures and beliefs of our multicultural country and be sensitive to their individual needs.  We must be aware of the cultural differences that can impede communication, mutual comprehension and cooperation. Language barriers may complicate communication.

Pharma IQ: In your opinion what needs to be done to when re-organising workflow processes to ensure timely patient transport and response times?

P Kaur: Patients must always be the priority when reorganising workflow process. Adequate staffing needs to be looked into, as nurse to patient ratio will determine the efficiency of carrying out the timely patient transport and response time. The environment must provide efficient facility e.g lifts that are safe and respond to the urgency of the facility. 

Pharma IQ: Could you please tell us the challenges faced when streamlining workflow processes and realising the benefits of going digital?

P Kaur: Some of the challenges were to change mindset of the healthcare personnel. Enormous time required for training and awareness process. To develop the attitude and the willingness to learn was an obstacle. To overcome the fears of making mistakes. On top of that just like everything digital, the problem of server not able to cope with the load and delays in sending and receiving data were some of the frustrations faced.