In an exclusive conversation with APAC News Network and CXO News, Dr Ashutosh Pandey, Head – Admin & Marketing, Fortis Healthcare, Vashi, Mumbai, delves into the strategies and initiatives adopted by the hospital for achieving maximum operational efficiency while also keeping patient well-being its core focus. From leveraging technology to enhancing patient experiences to fostering collaboration among stakeholders, the hospital strives to maintain its commitment to quality and efficiency.
What initiatives have been taken by Fortis Vashi to enhance hospital operations and improve patient outcomes?
At Fortis Vashi, we ensure we remain at the forefront of adopting technology solutions to enhance patient experience. Adopting state-of-the-art clinical management equipment and new-age techniques has been the way to transform the patient experience at the hospital. A few of our initiatives including patient support through a hospital hotline number, Guardian Officers (a patient buddy system), our coordinated and organized system of appointment booking, and continuous tracking of patient conversions help us transform our workflow in the best possible manner.
With telemedicine gaining momentum, how has Fortis Vashi integrated this service into its operations? How do you ensure that telemedicine services are accessible to patients across diverse demographics?
At Fortis Vashi, we are prepared to handle the requirements of the patients through our digital presence and processes. We have dedicated digital/teleconsultation platforms for ensuring – medical aid at the patient’s convenience. In addition, we leverage digital technology to enhance awareness and deliver informative medical education via our social media channels.
What strategies do you employ to meet the budgetary requirements of the hospital while maintaining high standards of care? To what extent are operational costs passed on to patients, and how does Fortis Vashi balance affordability with quality healthcare?
The mission of Fortis as a group is ‘Care for Good’. With that being our motto, we ensure that our patients are not burdened with our operational costs. The pricing for all services and procedures is fixed with all the cost centers in mind. In addition to this, all patients are given a financial estimation before their admission to the hospital to ensure that they are made well aware of the costs being incurred. Unit-level operations are designed to maximize output efficiency while optimizing resource utilization, including manpower and energy.
How do various stakeholders, such as doctors, nurses, and administrative staff contribute to the hospital’s overall operational efficiency? What initiatives are in place to ensure continuous collaboration and engagement among these stakeholders?
The overall efficiency and functionality of the hospital are driven by a collaborative, multifaceted strategy rather than the efforts of a single team. We at Fortis Vashi ensure that clinicians and staff are equally involved in management decisions toward patient services. This is achieved through multidisciplinary Committee meetings and monthly and quarterly performance reviews.
How does Fortis Vashi synchronize its operations and share best practices with other Fortis units across India to maintain consistency and efficiency across the network?
We as a network have a culture of sharing good practices across the units through monthly forums, periodical updates through corporate communications, sharing of best practices through the vertical functions across the network, and also through annual innovation and quality forums and platforms. This keeps us updated and helps us in sharing experiences for our continuous growth.
What steps are being taken to keep patient care at the core of Fortis Vashi’s operations while embracing modern technology and improving efficiency?
At the heart of our service lies an unwavering commitment to enhancing patient experience. This is reflected in several innovative initiatives, such as a 24/7 internal hotline for patient support, the Guardian Officer buddy system to assist patients from entry to exit, advanced technology for visitor management, an unassisted patient feedback system via WhatsApp, seamless appointment booking through our website and application, and Patient Reported Outcome Measures to evaluate quality of life post-procedures. These initiatives underscore our dedication to ensuring patient satisfaction and well-being.
Anannya Saraswat, APAC News Network
