Undercover Patient`s: Look Through the Patient`s Eyes

I always watch the episodes of “Undercover Boss” on BBC. I like it so much because, by playing as undercover, top level management get an idea How the things going in their companies. So, I have been thinking why not hospital management do something like that , by becoming a “Undercover Patient” in own Hospitals. It will directly let you know how a patient feel and think about hospitals.  One can start it through calling or sending emails at front desk or hospital for an appointment. 

If you are looking for patient satisfaction, then look through the patient`s eyes. Then only you come to know what the loop holes in the process are and what changes would bring big impact. How the existing process running? What patients see when they enter the hospital or practice or clinic is often perceived as an indicator of level of care and service the practice provides. Is the waiting room clean and neat or does it need a new coat of paint and the carpets need cleaned? Are the magazines up to date? Is there information about the practice available such as brochures, biographic information or information sheets on a single health topic? For example, how to protect against the flu virus. Verify that, all staff members are dressed appropriately and that clothing is clean and in good repair. Make it sure every encounter with patient must be treated like a first date.

Micro-franchise model in healthcare- “A new ray of hope”

Just imagine, you are have diagnostic kit at home and you, yourself do simple test to find out what are you  suffering from ?, before going to consult a doctor. This is not the solution for critically ill but primary screening can be done.   Here, are some examples – How these healthcare companies using Micro-franchise model to provide healthcare in remote areas. 

Vision Entrepreneurs (India ) : (http://www.visionspring.org/what-we-do/ve.php)  

 Vision Entrepreneurs in the initiative Vision spring organization  http://www.visionspring.org . Its an NGO working towards providing eye care to needy population. What they do is they give training to local individuals to do simple eye test at community to find out who having eye sight problem and give them glasses. Vision spring empower the low income local individuals to earn money by selling glasses. These individuals get three days training to basic eye care and business management.  They are provided with the  kit bag which contains the all basic eye testing kit and glasses so they can test and give glasses themselves. If anything they find critical they refer them to hospitals.

 The Healthstorefoundation : (http://www.cfwshops.org/model.html) 

Franchisees operate small drug shops or clinics strategically located to improve access to essential drugs. HealthStore clinics and shops enable trained health workers to operate their own businesses treating the diseases that cause 70-90% of illness and death in their communities while following HealthStore drug handling and distribution regulations calculated to ensure good practice.   

The major goals of the CFWshops project are: 

To create a reliable supply of high quality, low cost, essential drugs and to make them available to the people who need them when and where they are needed.

To treat childhood infectious diseases in the communities where children live, thus reducing congestion in the healthcare system so that scarce resources can be applied to others not so easily treated;

To reduce under age 5 mortality rates thus encouraging family planning and lower population growth rates;

To discourage the development of drug resistant microbes by the provision and appropriate use of adequate supplies of effective drugs; and

To improve community health through educational and prevention activities.

HMRI- (http://www.hmri.in/)

eSwasthya uses a microfranchise model to deliver the services of a doctor to the doorsteps of rural populations. Female health workers rigorously trained in healthcare, technology and business invest in setting up a clinic from their homes. When patients visit with a complaint, the health worker uses mobile phone technology to connect to centrally-located paramedics and doctors who triage the call, identify illnesses and recommend treatment. Patients pay a nominal fee. eSwasthya has 51 centers and has treated 45,000 patients across three districts in Rajasthan.

Livinggoods organization : (http://livinggoods.org/what-we-do/micro-franchise-business-model/)

Living Goods harnesses the power of micro-entrepreneurs to reinvent rural trade and dramatically scale access to a wide range of life-saving and life-changing products. We operate Avon-like networks of independent entrepreneurs who make modest incomes going to door-to-door selling affordable and effective solutions designed to improve the health, wealth, and productivity of the world’s poor. We utilize all the key characteristics of successful franchises: methodically screened agents, expert training, strict quality monitoring, uniform branding and product mix, effective promotions, and low cost of goods achieved through scale. Living Goods franchises its brand and business model to women entrepreneurs who work as independent agents. To launch their Living Goods franchise, agents receive a below-market inventory loan and a free “Business-in-a-Bag” that includes uniforms, signs, a locker, and basic health and business tools. Our field staff provide agents with ongoing support through refresher trainings, field mentoring, and performance monitoring. 

Business-in-a-bag

The cosmetics company Avon built a global power brand through its business-in-a-bag model. We’re applying this same method of direct selling to products designed to save and change lives in the developing world. Our business-in-a-bag provides micro-entrepreneurs with all the tools they need to launch a thriving Living Goods franchise. Their startup kit includes a branded duffle bag, uniforms, signs for their home store, a display locker, and basic health and business tools. Couple that with a robust two-week training course and ongoing marketing and mentoring support and you have an army of motivated agents bringing life-changing products to the doorsteps of the poor.