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Quality in Health Care Administration: Managing Customer Expectations and Organizational Culture

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On being asked the mission statement of the hospital, the response was that the Mission of Apollo Hospital as described by its Chairman is “ to bring healthcare of International standards within the reach of every individual. We are committed to the achievement of excellence in education, research, and healthcare for the benefit of humanity” . It value statement is: “ constantly measuring our deliverables, we have succeeded in creating an infrastructure that meets the needs of the future that incorporates the latest technology and provides superior healthcare delivery systems. ” .The direction of the organization in the area of quality improvement is to focus on the people who deliver the service.

So the idea is to attract the best doctors in the country and even try to bring back the Indian doctors who are working in foreign lands. Work towards continuous medical education (CME). For this purpose, CMEs are conducted by Apollo Consultants for doctors in smaller towns. The hospital also endeavors to ensure that the best technology is available for its patients and the hospital experience is easy and without hassles for which focus is on seamless service delivery processes.

Analysis: Increasingly, it is seen that what distinguishes a hospital from others is not so much as best technology and best doctors (as more and more hospitals are able to afford this technology and able to work schedules with consultants) but the service experience. It can work as a differentiating factor in deciding the quality of service by a hospital. In its mission statement and commitment to achieving healthcare excellence, these ideas are captured. CEO - Effectiveness of Leadership and the ability to establish an environment for Quality care.   On being questioned on the CEOs leadership and what was being done to stay cost effective and also provide quality care, the response was: The CEO of Apollo Hospital has a very participatory approach to leadership.

It is not too autocratic to disregard the opinions and views of front line staff or people who are involved in directly caring for the patient, nor is it so lenient to make him indecisive.  

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