Friday 27 February 2015

IS CUSTOMER CARE NECESSARY IN AFRICAN HOSPITALS? II

TO TRAIN OR NOT TO TRAIN?

A critical question in customer care is whether to train or not to train. Is it cost-effective to train hospital personnel on customer service? Is it even necessary? What will it add to their medical skills? This question is more pertinent in private practice where the labor turnover is very high and financial resources quite thin. 

Sometime in 2013, at the Summit of all Federal Chief Medical Directors (CMDs) in Jos, Plat eau State, Nigeria, the representative of the Nigerian Honorable Minister for Health spoke extensively on the need for hospitals to train their personnel.

As he spoke, it dawned on me that an untrained hospital personnel is like an untrained driver behind the wheels of a brand new Ferrari. That is a recipe for disaster. What is the point of having a "five-star" facility without training your staff on how to handle customers? Or, why purchase an incubator for your pediatric unit when no one has received training on its use?

Customer care training will ensure that patients are treated with dignity and respect whenever they visit your facility. This will improve hospital-patient relations and lead to repeat "purchases" of your services. It is generally acknowledged in Business that organizations survive and grow on repeat business rather than new business. Good customer care among other things, will also help to convert new business into repeat business.


Hospital personnel should be trained routinely and regularly on the use of modern equipment, records keeping, current medical trends, customer care etc. You can contact healthcare training or management consultancy agencies in your area.

Wednesday 25 February 2015

IS CUSTOMER CARE NECESSARY IN AFRICAN HOSPITALS?




In time past, I have received lots of messages from Doctors and Hospital Entrepreneurs with one recurring theme;the problem of getting their staff to be more customer-friendly.

Being a practitioner myself, I perfectly understand this pain. I do know that a sizable proportion of hospital personnel are often rude, uncultured and lack basic customer care skills. 



Customer care is quite alien to the hospital environment. To some, it may connote thoughts of Fast Food Eateries and Banking Halls. It is often wrongly associated with skimpily dressed, smiling ladies “luring” you to open bank accounts you probably don’t need. I must confess that I have opened a few of such accounts that are currently dormant! The phrase “customer care” may also bring memories of uniformed ladies and guys in eateries trying to speak in polite tones while they sell you yesterday’s “edition” of scotched eggs!

If the truth must be told, most Health Care professionals feel they are too busy to bother about customer care. They feel the patient should be grateful that they can even access healthcare in the first place. Asking for anything extra can be viewed as sacrilegious. The patient is expected to come in, state his/her problem(s) and receive whatever treatment the doctor prescribes with a big smile and a “thank you”. While I understand that patients should not be given what they want but what they need, I think that there are better ways of passing the message across instead of what is commonly seen in most of our hospitals.

I have seen midwives and doctors screaming at and slapping (yes slapping!) hapless primis in labor. I have witnessed pharmacists shouting at elderly patients in the name of explaining drug dosage. I have also seen much worse. 

What really is customer care as regards the hospital? What is the best definition of customer care that will suit all concerned?

In my opinion, customer care covers the totality of care that a patient receives in the hospital. It is that care that tolerates the peculiarities of individual patients, respects their opinions and seeks to treat them as real human beings. It is that care that responds to the customers' basic need. This basic need is the need for HELP!!!!!! A part of scripture says “Love your neighbor as yourself”.  This means treat people (patients) the way you will want to be treated if you were a patient. Practicing customer care ensures that patients are respected, treated nicely and given all the information they need concerning their health. Customer care seeks to enhance the patient experience in your facility. It makes patients want to return to your facility whenever they are ill. It gives your hospital a pleasing and a pleasant ambiance. People will always go to places where they are celebrated, appreciated and respected.

The reality of today’s business world is that only companies with good customer relations can compete and survive. Companies with a poor customer attitude will gradually become extinct. Business is not only about producing good products/services but rather it is also about being receptive and responsive to customers’ peculiarities. This applies to hospitals as well.


 Patients are more knowledgeable now that they were 10 years ago. They know their rights and demand their rights. It is no longer business as usual. Hospitals need to adapt and improve their customer relations. It is either you shape up or you ship out! There are a lot of young guys out there that are ready to give older practitioners a run for their money. It is time for ALL hospital personnel to receive training in customer care; from the front desk staff to the laboratory scientist. This "revolution" in patient care must begin with the Hospital Entrepreneurs themselves. Employees must see and know that the hospital culture will no longer tolerate shabby care of patients.
So,is customer care necessary in hospitals? The answer is a big YES!!!

We all need to learn how to relate with patients. That way, they will leave the hospital with a pleasant experience and definitely come back when they require more services.

Tuesday 24 February 2015

4 WAYS OF ACHIEVING HOSPITAL GROWTH AND DEVELOPMENT

Growth is the process of being more mature. Growth can also be described as an increase in number, power, intensity and size. Development on the other hand is the process of change that enables growth to occur. Hospital growth is therefore the process of making your hospital larger, bigger and better through effecting necessary internal and external changes. There are four (4) major things you must consider before you decide to grow your hospital. 



Do you have the right people, the right processes and adequate controls to handle growth? Also, are you, the Hospital Entrepreneur ready to grow? You cannot grow your hospital without personal growth and development. You cannot grow beyond the level of your people, processes and control systems. So putting the right people, processes and controls in place will help you achieve and sustain growth. It will be foolhardy to buy a phototherapy unit when your facility lacks employees with the requisite skills to operate it. In addition, you must embrace continuous learning in order to grow. Thank goodness for the CPD courses introduced some years ago!
Hospital growth can be achieved in four ways:
·     1    Improvement
This means improving your processes, people and product (healthcare service). This is done through regular training of employees, as well as the formulation and implementation of relevant hospital policies.

·  2       Expansion
Through scaling or expansion i.e. doing what you are doing presently on a larger scale. For example, the hospital management could decide to build an additional ward or theatre. But note that you must have the right people and processes to manage the expansion.
Expansion can also be achieved by increasing your market share in a particular patient segment. For instance, an obstetrician/gynecologist may decide to go into the IVF market by adding IVF services to his/her current practice. One question to ask before embarking on expansion is “do we possess the necessary people with the required skills to pull this off?” This makes up your core competence. Your core competence gives you a competitive advantage over other facilities.

·  3       Innovation
Innovation is doing something really new or different for you. It means thinking outside the box or adapting something from a different industry into your practice. Innovation also means being creative. You could introduce innovation into your hospital processes by changing the way things were being done. Put on your thinking cap and get creative! Customers love seeing new things.

·     4    Acquisition
This is the act of obtaining something i.e. buying into/over another hospital or clinic. Again, before going ahead to acquire another facility, ask yourself if you have the right processes, people and controls to pull it off. Also, are adequate resources available?  What is the risk-benefit analysis?

After looking at your present hospital structure you may decide to adopt any of the four ways to move to the next level. Each method of growth carries inherent risks as well as enormous benefits.



Furthermore, there are five Hospital Growth tips you should consider:
·         Pace
When trying to grow your hospital, learn to pace things. Pace growth so that people, processes and controls can catch up with you. Just like a toddler learning to walk, don't take big steps at one time. Rather, take little steps on a consistent basis. That way, you will not outpace your people, processes and controls. Growth can be a stressful time for both management and employees, so go gently.

·         Focus
Have a strategic focus and don't try to do everything at the same time. Do more of what you do well. For example, if you are a good surgeon focus more on that. With time, you will develop a reputation for yourself that will invariably lead to increased patronage.

·         Culture
What are your values? Your values help to shape your organizational culture. Culture defines your habits and the way of doing things in your facility. Develop a good organizational culture and teach your people. Your culture may be a culture of excellence or a culture of promptness. Whatever it is, let your people know. Then, match growth with your culture because too much growth can dilute your organizational culture. I.e. if you bring in new people, they must imbibe your culture or else they will dilute it with their own practices.

·         Learn



Learn from your mistakes. A success is an ex-failure! A mistake in a thing makes you know one way of not doing that thing. When you notice something isn't working, stop doing it and try something else. Also, learn from people around you. Learn something beneficial from a different industry and transfer it to your business. That is a form of innovation.


  • Collaboration


Finally, get your employees involved in the planning process. They are the ones at the front line of patient care. In addition, they are the ones to implement the decisions taken to create growth. It is therefore important that they understand the vision and how to achieve it.


Have a great week ahead.



Monday 23 February 2015

THE MEASLES IMMUNIZATION DEBACLE IN THE US AND THE AFRICAN PERSPECTIVE II


The Commentaries
Some commentators have said that the US have gotten too used to medical success and forgotten what measles really is. Many of the modern day parents were vaccinated against the disease as infants and have never seen a case of measles or experienced its severe complications. Even the prominent advocates of freedom of choice in America were vaccinated for measles as kids. Since they don’t know what the disease is, they can afford to prevent their kids from getting their shots. After all, a man cannot run when he neither feels nor thinks something is chasing him. I do agree with the notion that Americans are getting complacent with basic public health issues like vaccination.


In Africa, we can barely afford such complacency. The horrors of poorly treated and untreated measles are evident among us. We still see deaths from measles. Vaccination rates in Nigeria for instance are between 50-79%, 80-89% for Ghana and less than 50% for South Sudan. So we cannot be accused of complacency. Our problem may well be illiteracy and ignorance among parents who refuse vaccination for their children. I long for the day when Africa can afford to sit back and see measles conquered and driven out of the continent like the former colonial masters were.



Another reason for American parents refusing vaccination may be their lack of trust for medical science in general and the big pharmaceutical companies in particular. Some Americans now feel that medical science cannot be trusted; that doctors always hide information from their patients; that medicine causes more harm than good; that the measles vaccine causes more deaths than measles itself. Informed commentators like Dawn Babcock Pabble have pointed out that the disease caused only 450 deaths per year in the USA before the introduction of the vaccine. Such people may be missing the point by looking at the death statistics alone. It goes beyond death. Anti-vaccination campaigners seem to forget about the cases of deafness, blindness and mental retardation caused by measles. They also seem to forget the amount of money used to treat measles patients, the uncertainties and emotional trauma their parents experience and the inevitable fear of death hanging over these children. In addition, they forget the people who are already immuno-compromised or who have leukemia. Such patients cannot take any vaccine and depend on the immunity of others to survive. They are therefore at risk of dying if others do not get vaccinated.


 The anti-vaccination guys also point out that these vaccines are manufactured by large pharmaceutical giants who rake in huge profits annually. Could this be the reason why they continually push more vaccines to the public so that their owners can get wealthier? Some may posit that probably, there are no inherent benefits in these vaccines. Though such suspicions are understandable, it amounts to paranoia when there are no hard facts to support them. While it may be true that the vaccine makers make more money than they should, should we stop using their products that have been scientifically proven to save lives? The Americans and indeed the whole world may be suffering from “informational gluttony” or information overload.

This leads to the issue of unhindered public access to junk science as well as access to compromised studies like the Wakefield study. In the past, medical science was limited to doctors and people in the medical community. Now, anyone can simply go to the internet and “whip” up 20 causes of anemia in less than a minute. While this trend may be considered beneficial to all concerned, caution must be applied. The internet has not only made correct information accessible but has also put a lot of incorrect facts out there. People will generally believe what they choose to believe and when a lie is repeatedly told, it begins to sound like the truth. This may be a major reason why American parents are beginning to believe that vaccines are dangerous and should be avoided. They are ignorant of the scientific fact that the incidence of measles in America is still relatively low because of the herd immunity they currently enjoy. This herd immunity is derived from the large number of people that are already immunized. However, when more and more kids refuse immunization, this herd immunity will be gradually eroded. Then the Americans may find themselves back in the pre-1963 era. That is the danger that they are subjecting themselves and the rest of the world to.

(If this were an African country, the major news stations in the West will be shouting themselves hoarse about how primitive Africans are by now. I still remember how Nigeria kept on appearing on the map of “Ebola countries” in one international news station even after the country had been declared Ebola free by the World Health Organization (WHO). I hope no one will accuse me of reverse discrimination. I simply cannot afford the cost of litigation.)

Talking about cost, the ballooning cost of healthcare in the USA has also not helped the pro-vaccination cause. With healthcare getting more expensive, and health insurance companies struggling to stay afloat, it will not come as a surprise that Americans are thinking of cutting down their medical bills. A major contributor to this health costs may be the several tests conducted and treatments given to patients that are simply not needed. More access to medical knowledge has made doctors prescribe more and more drugs to avoid future litigations. This has pushed the health cost higher and higher. Though vaccination is covered by standard health insurance, many Americans feel that the current immunization schedule is not set up in an optimal cost effective way. One American parent complained of his child getting 23 vaccination shots in just one year compared to the 8 shots he had in the 80s when growing up! Are ALL of these vaccines necessary or are Americans just simply been extravagant because they have “excess” medical knowledge? It is unlikely that an African parent will subject his/her child to such torture in the name of preventing diseases. So, if a parent disagrees with this schedule, he/she may be excused.

The real solution though may be to reduce the current vaccination regimen to acceptable levels. Isn’t it possible to remove some of the inoculations? The notion that one size fits all may actually be a dangerous one and may be the cause of the adverse reactions that is often talked about. The future of safer measles vaccination may lie in the ability of medical science to make vaccinations individualized through the use of genetics and molecular biology.

The Politicians

Funny as it may sound, some opposition politicians have latched onto the vaccination saga to score cheap political points. It is shocking that even first world politicians will stoop so low as to use just about anything to discredit the Obama administration. While I cannot give judgment on his health policies, I erroneously thought that only African politicians play such mischievous “politricks”. New Jersey Governor Chris Christie and Kentucky Senator Rand Paul both stand out in this hall of shame. Governor Chris Christie initially stated publicly that parents should have "some measure of choice" in vaccinating their children and Senator Rand Paul called the decision not to vaccinate "an issue of freedom.

" Freedom!!!??? When a person’s freedom endangers the life of other people’s children it ceases to be freedom. It becomes an assault! If people have the freedom not to vaccinate their children, then drunk drivers should be allowed on the roads and smokers allowed to smoke on commercial flights. The remarks of these two gentlemen have stoked the controversy further and given impetus to the anti-vaccination movement.

 Here in Africa, it has also been reported that highly influential figures deny their children vaccination as well. This accounts for the presence of polio in Nigeria till date. Americans should be wary of such politicians as Christie and Rand who seem to want to take them back to the dark ages by their statements. They should probably watch out for them in 2016 when they launch their respective presidential campaigns.

Risks, Benefits and the Middle Ground

It must be realized at this point that there are risks as well as benefits to the measles vaccination. A proper risk-benefit analysis should be conducted to determine the full extent of this.  In highlighting the risks of vaccination, it is important to recall that the association between measles vaccine and autism has been scientifically disproved several times. That leaves the incidence of adverse reactions like febrile convulsions and thrombocytopenia purpura. Since these are relatively rare, isn’t it wiser to still give the vaccine and prevent blindness, deafness, mental retardation and death?

The anti-vaccination camp will wisely remind us all that the “rare” cases of febrile seizures and thrombocytopenia purpura are not just cases. Rather, they are children born to loving parents, with siblings and other caring relatives. Should they become sacrificial lambs for the good of society? In the same vein, the pro-vaccination camp will probably retort “is it better to endanger the entire population and spend millions of dollars to treat and rehabilitate measles patients because an infinitesimal few will get thrombocytopenia purpura?”

 The middle ground here will be to ask “how committed is the medical community to making vaccines safer for the populace?” If vaccines are made safer, then there will be less adverse effects or no adverse effects. Then the anti-vaccination guys will probably be convinced to allow their children get vaccinated. Then this whole debate will end and Americans will begin to behave like the responsible people they are known to be. Then I can stop writing this article and go to sleep.

If wishes were horses, beggars they say will ride. The debate will probably go on forever because vaccines may never be 100% safe. No drug can ever be 100% free of side effects. (Though, I still recall one of my lecturers in medical school saying “never use the word ‘never’ in medicine”). But as Africans, we must draw some lessons from the measles debacle in America.


Firstly, we should strive to eradicate measles by encouraging vaccination. Maybe then, we can begin to consider opting out of vaccination. Next, politics should never be allowed to come between proven medical science and the lives of our citizens. We should also educate our populace by regularly giving out correct and factual health information. Next, we should remember that good Patient care does not necessarily mean doing more tests and prescribing more medication but rather optimizing available resources to achieve good health. Finally, we should never take success for granted and become complacent like the Americans seem to be doing.

I rest my case. Thanks for reading this rather long post. See you again......

Tuesday 17 February 2015

THE MEASLES IMMUNIZATION DEBACLE IN THE US AND THE AFRICAN PERSPECTIVE


Since the beginning of the year, the medical world has being awash with news of the latest measles outbreak in America. Many were shocked to hear that some American parents were refusing to get their children vaccinated against measles. Not very often do we hear news of such major failings in the Western world. That a major superpower has an outbreak of measles in contemporary times is unimaginable. Imagine an African tribesman in a remote African village without access to space technology launching a spacecraft to Mars! Or a neonate that can speak perfect Chinese at birth! It is that strange. Before judgment is passed on such a highly informed people, it is only fair to first examine the origin of this latest story.

The Official Story
The Centers for Disease Control and Prevention (CDC) claims that the “outbreak likely started from a traveler who became infected overseas with measles then visited an amusement park in California while infectious”. Since then, about 121 people across 17 states and Washington DC have been reported to have measles. 85% (103) have been linked to the initial case in December 2014. The CDC rushed to contain the outbreak and counseled vaccination to prevent a reoccurrence. Some politicians with (? African DNA) then decided to play “politricks” with the issue and shouted that parents had a right to prevent their children from being vaccinated! 


Hence, the debate started with the pro-vaccination guys trying to shout down the anti-vaccination guys; and the anti-vaccination guys shouting right back at them. What a titanic battle it has been since then with the different camps quoting scientific studies to support their claims. Last week, some parents were rumored to have organized so called “measles parties” in California. These parties are said to be willingly organized gatherings between healthy children and measles-infected children so that the non-infected and healthy children can get infected with the virus and acquire immunity. They prefer to give children the disease rather than the vaccine! This raises the question of how dangerous is this disease and how safe is the vaccine?

The Disease
Measles is considered one of the most contagious viral diseases on earth. A patient with measles can directly infect between 12-18 people while a patient with mumps can directly infect 4-7. A patient with measles can also infect a non-immune person up to 2hrs after the infected person has left a room. That is how contagious it is. It is also quite fatal. The World Health Organization (WHO) considers measles as one of the leading causes of death among children worldwide. In 2013 145,700 children died from measles alone. It also leads to disabilities like mental retardation, deafness and blindness. It causes complications like diarrhea, dehydration, pneumonia and encephalitis. It causes a rare but long term complication called Subacute Sclerosing Pan Encephalitis or SSPE. These are all well documented. There is presently no approved specific antiviral treatment for measles. So, one wonders why a loving parent will refuse to have his/her child vaccinated to protect the child from such harm. The answer may lie at the flipside of the coin; the measles vaccine.

The Vaccine




The measles vaccine is a live attenuated vaccine usually given before the 1st birthday and between 6-8years. (The exact time of vaccination varies across countries). The vaccine can be given as a standalone injection or in combination with others e.g. the Measles, Mumps and Rubella vaccine or MMR. The measles vaccine was developed by Dr. John Franklin Enders who worked with Dr. Thomas C. Peebles at Children's Hospital Boston. According to Wikipedia, the first clinical trials of the measles vaccine were undertaken by David Morley at the Wesley Guild Hospital in Ilesha, Nigeria on his own children. The vaccine was then introduced to the US in 1963 and has since helped to reduce the incidence of measles from hundreds of thousands pre-1963 to barely less than 200 cases in 1997-2013. In fact the CDC declared measles eradicated from America in 2000. This feat was achieved through an excellent vaccination program that spanned four decades. But in 2014 there was a rise to 610 cases and 121 cases have been reported in January- February 2015 alone.
Before the worldwide drive for immunization began in 1980, measles caused approximately 2.6 million deaths annually. From 2000-2013, measles vaccination prevented about 15.6 million deaths. The vaccine though potent has certain drawbacks as well. The reported drawbacks of the vaccine are fever, injection site pain and, in rare cases, Thrombocytopenic purpura. There have also been reported cases of febrile seizures after vaccination. Serious side effects are extremely rare.

The Controversy

The present measles vaccination controversy was probably started in 1998, when a British gastroenterologist Andrew Wakefield published a study in The Lancet medical journal linking measles with autism. The study was later proved to be false and withdrawn by the reputable Journal in 2010. Dr Wakefield then had his medical license withdrawn because he was found to have received money ($675,000) from a lawyer who was suing the vaccine makers. Yet another study by Dr. Lee Hieb, an orthopaedic surgeon and past president of the Association of American Physicians and Surgeons stoked the Controversy fire even more. Her study showed that since 2005 there have been 86 deaths from the MMR vaccine – 68 of them children under the age of 3 years old. In addition the anti-vaccination guys have shouted to high heavens that the CDC has reported no case of death from measles in the last 12 years as against 108 cases of adverse reaction to the vaccine reported in the same period.


The burden of evidence though, seems to lie in favor of no association between measles and autism in particular. According to USA TODAY, fourteen scientific studies have found no link between measles vaccines and autism. Seven have found no link between autism and thimerosal, a preservative no longer used in childhood vaccines. And two studies have failed to find any link between autism and the number of vaccines a child gets. Several respected Medical bodies have also joined in the debate. The Centers for Disease Control and Prevention, the Institute of Medicine of the National Academy of Sciences, the UK National Health Service and the Cochrane Library review have all concluded that there is no evidence of a link between the MMR vaccine and autism.


How did the USA which previously hailed vaccination as a scientific miracle now come to regard it as a negative phenomenon? Why after several years of successfully fighting the virus will they say that their weapons are now dangerous?

Watch out for answers in my next post. 

Friday 13 February 2015

8 USES OF HOSPITAL RECORDS III

Types Of Medical Records

Next, let us consider the types of hospital records and the all important question of how to manage hospital records.




There are two basic types of records found in any hospital. These are clinical records and administrative records. Records could also be classified as paper records and electronic records (shown above).
     
The single most important record is the Patient’s case notes. This contains valuable information like the patient’s biodata, medical history, family and social history, investigation reports, patient’s summaries etc.

Patients indexes and registers are also considered a “must have” for any hospital. The Master Patient Index (MPI) is a compilation of all the patients’ indexes. The MPI is a very useful aid for finding/retrieving patient’s case notes.

I won’t go into much detail about the other types of hospital records. 

Tips On Managing Hospital Records

The first thing you need is a records manager who will be charged with the responsibility of managing the different types of hospital records in your facility.  Next, the records manager must be properly trained and re-trained. You will also need to expose your records clerks, nurses and other staff to periodic training in records management.

If you have the means, you may decide to install hospital management software and use electronic records. However, you must get your paper records right before installing any software. It is advisable to first perfect paper records, manage it efficiently for at least 6 months before you bring in software engineers to install electronic record systems.

On a lesser scale, if your records manager is proficient in the use of MS-Excel, he can transcribe your paper records into digital form before you get good record software installed. This can be done daily, weekly or monthly.

Specifically, every doctor should take note of the following when writing in patient’s case notes.
1. Write legibly
Take a little extra time and care to write legibly in paper records. While you may be able to read your own handwriting, can anyone else? A lot of recording errors occur when your staffs try to read and record the information you previously wrote.
2. Include the date and time
Dated and timed hand-written notes will be invaluable if a claim arises several years later. Such details will clarify the sequence of events during your treatment of the patient, even though you may not be able to remember clearly what happened. With electronic records, the time and date will be automatically recorded. A friend of mine who is a Pediatric Surgeon ‘escaped’ litigation 2 years ago because his operation notes were detailed.
3. Avoid abbreviations
What does PID mean? Prolapsed intervertebral disc or pelvic inflammatory disease?  What about  RTI? Road traffic injury or respiratory tract infection? It may be clear to you, but could be ambiguous to others. If you must use abbreviations, limit them to those approved in your workplace.
4. Do not alter an entry or disguise an addition
Clinical notes should be made at the time of treatment or as soon as possible afterwards. If it transpires that the notes are factually incorrect, for example, an entry has been made in the wrong patient’s records, then the amendment must make this clear. Errors should be scored out with a single line so the original text is still legible and the corrected entry written alongside with the date, time and your signature. Never try to insert new notes.  Tampering with records can lead to MDCN investigations.
5. Avoid unnecessary comments
Offensive, personal or humorous comments are unprofessional, often misunderstood and could damage your credibility. Patients have a right to access their records and a flippant remark in the notes might be difficult to explain.
6. Please check dictation and reports
Letters dictated and then typed up later by a secretary should be checked, corrected and signed by the doctor who dictated them. Errors can arise due to problems with the quality of recording or simple misunderstandings of medical terminology. You will need to see, evaluate and initial every report or letter before it is filed in the patient’s records.


Final Thoughts

On a final note, good records management is an important variable in the successful management of any hospital. A short article like this cannot extensively address all the issues involved. This article is meant to stimulate you to seek more knowledge on records management. While you may not have the time to train your staff, you can expose them to routine private training sessions. 

See you soon.

8 USES OF HOSPITAL RECORDS II

We will continue our discussion of Hospital Records in this post.

1.     Detection, Prevention And Control
Also, good records can help you to detect flaws in your hospital process.

 For example, the record of patients who come for daily wound dressing may lead you to discover that most of your surgical patients return with infected/septic wounds. This in turn may cause you to detect a flaw in your instrument sterilization process. A good doctor will then work to prevent future occurrences.

2.     Process Improvement
The natural consequence of flaw detection is process improvement. I explained the various variables involved in process improvement in one of my e-books (ELIMINATING WASTE AND INCREASING PRODUCTIVITY IN YOUR HOSPITAL).


3.     Profit
The continuous improvement of your hospital process means that your quality is constantly improving. This is the secret of industry leaders. They constantly look for better ways to do things. Without good records, it is unlikely that you will receive the impetus needed to improve. Improved quality will attract ‘quality’ people. ‘Quality’ people bring ‘quality’ money. Eureka! We are talking profit already!


4.     Provides Confidence
           
Good records give you the confidence that you have dotted all your‘t’s and crossed your ‘i’s. When you look at properly kept records, you experience a quiet assurance that you are doing the right things and doing things right. Confidence is like the vertebral column that gives you stability. Confidence helps you to make better decisions. Confidence also affords you the leverage to go ahead and improve your skills.


5.     Effective Resource Management
You cannot effectively manage your resources if you don’t know what you have, when you had it, how you got it and where it is presently. Good records give you that knowledge. It helps you to know where you are today so that you can define where you want to be tomorrow. This knowledge will help you manage what you have successfully. For instance, to control your hospital inventory, you need good pharmacy records. If you don’t know the quantity of cefuroxime in your pharmacy/store for instance, you will find it difficult to tell if it’s being stolen or not. You also will not know when you need to restock your pharmacy.


6.     National Security


National security is vital to the survival of any nation. A healthy nation is a strong nation. A strong nation is a secure nation. A secure nation is a prosperous nation. What is the No.1 killer disease in our nation today? Malaria, HIV/AIDS? Hold it! Think again. Are you really sure? Ok, let’s agree with your answer. What is being done to reduce the incidence of that disease? What is the 5year plan of the government in that regard? You see, the government cannot do much without the correct information. The correct information can only be provided by YOU


The medical records from YOUR FACILITY will form the basis for government policies. So, if you give out wrong data, it affects us all. We need to build up our National Health Database from the primary healthcare centre up to the tertiary institutions. This will ensure that the government formulates policies that will enhance our collective health and security as a people.


 Cheers!