Hospital Hospitality &

Strategic Management

How to
Delight
your Patient ??
Ravi Kumudesh
MSc / BSc / PG Dip (SMgt) / Dip(MLT)

Sri Lanka Society for Medical Laboratory Science (SLSMLS)

Sri Lanka Association of Medical Laboratory Technologists (SlagMLT)
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Does Your Lab Issue a Quality

Report ?

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How many Complaints do you

receive ?

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Per
Per
Per
Per
Per

Year ?
Month ?
Week ?
Day ?
Hour ?

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 We are the best !

Why we continue to fool ourselves
Only 1 of 20 unhappy
patients bother to
complain.
Others walk out of
your Laboratory and
tell ten others
about their
bad experience.
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Who is the
most important
person in the clinic?

Doctors ?
Nurses ?
MLTT ?
Receptionist ?
Accountant ?

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Dont Miss judge

Dont Misused
We are proud of our
professional competence
Patients have no way of
judging this.
Some time it assumes all
are competent ! But ..?
Judge it with our behavior

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Health staff
were GODs
Supreme
Authority

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Medical
Practice

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Patient was
Servant
The
disciple/belie
ver

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Time is getting changed !

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Dealing with unhappy

patients
Dissatisfaction

Mismatch between Expectation and

Reality

Satisfied patients will tell three other

people
Dissatisfied patients will tell 20
others.
However, if you can satisfy an
unhappy patient, he will tell at least
50 others, and become your most
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Remember..

The patient will never

care how much you
know, until they know
how much you care !
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Common
Common Characteristics
Characteristics of
of
Organizations
Organizations

Goals

Structure

People

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Are you a Manager ?

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Supervise
Others
Top
Managers
Middle
Managers
First-Line
Managers
Operative Employees

Work
on Jobs

Which type of manager you are ??

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What is your Organization ?

Is it Government Service of Sri Lanka ?

Is it Ministry of Sri Lanka ?
Is it a Government Hospital ?
Is It a Department of Pathology ?
Is it a Hospital Laboratory ?

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The Organization and

its Environment

Patients
& Doctors

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Then, What is your organizational

level ??

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Organizational Levels

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Efficiency and Effectiveness

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How Do We Define Management?

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Ends
Effectiveness
Goals

Low
Waste

High
Attainment

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Goal Attainment

Resource Usage

Means
Efficiency

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What have we herd about Management ??

Human Resource Management (HRM)

Customer Relationship Management (CRM)
Complaint Management
Time Management
Quality Management
Technology Management
Hospital Management
Laboratory Management
Strategic Management

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Essential Elements of Laboratory

Management

Human resource management

Quality management systems
Procurement and supplies management
Laboratory equipment management
Laboratory information management
system
Safety and waste management
Laboratory finance management
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The Roles of
Management

Decisional

Informational

The Mintzberg
Studies
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Interpersonal
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Specific Management Skills

Handling conflicts
Motivating employees
Solving problems
Handling information
Growing and developing
Controlling the environment
Organizing and coordinating
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Management Competencies
Management Charter Initiative (MCI)

Initiate and implement changes and

improvement
Monitor, maintain, and improve delivery
Monitor and control the use of
resources
Allocate resources effectively
Recruit and select personnel
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Management Competencies
Management Charter Initiative (MCI)
Develop teams, individuals, and self
Plan, allocate, and evaluate work
Create, maintain, and enhance
relationships
Seek, evaluate, and organize information
Exchange business information

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What is Management ???

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Planning

Organizing

The Process
of Management
Leading

Controlling
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Definition
Management is the art of knowing what
you want to do and then seeing that it is
done in the best and cheapest way.

F.W.Taylor
Management as a process consisting of
planning, organizing, actuating and
controlling, performed to determine and
accomplish the objective by the use of
people and resources.
George
R.
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Terry

In this definition,
Planning means Plan in advance.
Organizing means coordination between
human resources and material resources.
Actuating means motivation and giving
direction to subordinate.
Controlling means to ensure about
implementation of plan without deviation.
Thus this definition tells that management
is act of achieving the organization
objectives.
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Management
Process
Activities

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Functions of Management
Planning
It is a process of deciding the business objectives
and charting out the plan/ method for achieving
the same. This includes determination of what is
to be done, how, and where it is to be done, who
will do it and how result are to be evaluated.
This function expected to be carried out
throughout the organization. It should be
performed by the manager at all levels.
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Organizing
According to Allen, the organizing refers to
the structured which results from
identifying and grouping the work, defining
and delegating responsibility and authority
and establishing relationships.
To organize a business is to provide it with
everything useful to its functioning i.e.
personnel, raw materials, machineries,
capital etc.
Once objectives are established, manager
has to develop plan to achieve them with
help of human resources as well as
material resources.
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Directing
Directing involves communication,
leadership and motivation.
Communication is the process of passing
the information and understanding it from
one person to other person.
Leadership is the function whereby the
person or manager guides and influences
the work of his subordinates.
Motivation is to motivate the employee to
give their best to the organization.
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Controlling
The controlling involves
1. Establishing standards of performance.
2. Measuring current performance and
comparing it against the established
standard.
3. Taking corrective action that does not
meet the standard.
Control compels the events to confirm to
plans.
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Innovation and
Representation

These are also two important additional

managerial functions.
Innovation means crating new ideas which
may either result in the development of
new products or finding new uses for older
ones. It is necessary to grow better.
The manger has to represent himself for
the organization. A manger must win
support effectively from different groups
(either internal or external).
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Relative Amount of Time That Managers

Spend on the Four Managerial Functions

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Figure 1.4

Skill Types Needed by Managerial

Level

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Building Blocks of Competitive

Advantage

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Figure 1.5

Everything Become as a Total

TQ
QM
QC
QA
M
What are the other Total
available?
TQM - Total Quality
Management
TPM - Total Productive
Maintenance
TCS - Total ??
TNAW - Total ??
TIM - Total Innovation
Management
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What is Creativity & Innovation?

Creativity is the
generation of
new ideas
Innovation is the process
of
transformation of creative
ideas into desired
outputs.
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Summary of TIM in Mind Map

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Why do some firms succeed

while others fail ?

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A central objective of strategic

management is to learn why this happens.
What is strategy?
An action a company takes to attain
superior performance. In this context it
means allocations of resources.
Resources may be same but if they are
combined in different ways some get
superior performance; some get ordinary
performance. Strategic Management studies
the ways to make superior performance.
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What is Strategic Management ??

The Art and Science of Formulating,
Implementing, and Evaluating
Cross-Functional Decisions
That Enable an Organization to
Achieve Its Objectives

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The Communications Benefits of

Engaging In Strategic Management
Managers from all
functional areas listen and
discuss their views in
strategic management
meetings. This interaction
yields learning,
appreciation, and
understanding among
managers who otherwise
do not communicate with
each other
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Strategic Planning
Rational planning by top
management?
Basic Strategic Planning Model

Defining the Mission and Setting Top-Level Goals

External Analysis of Opportunities and Threats
Internal Analysis of Strengths and Weaknesses
Selection of Appropriate Strategies
Implementation of Chosen Strategies
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What are the elements of

Strategic Thinking?

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Mission and Goals

Mission
Sets out why the organization exists and
what it should be doing from point of view of
customer.

Major goals
Specify what the organization hopes
to fulfill in the medium to long term.

Objectives
Objectives to be attained that lead to
superior performance.
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External Analysis
Identify strategic opportunities and
threats in the operating
environment.

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Internal Analysis
Identify strengths
Quality and quantity of resources
available
Distinctive competencies

Identify weaknesses
Inadequate resources
Managerial and
organizational deficiencies

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Strategic Managers
General managers
Responsible for the overall (strategic)
performance and health of the total
organization.

Operations managers
Responsible for specific business
functions or operations.

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Strategic Leadership

Vision, eloquence, and consistency

Commitment to the vision
Being well informed
Willingness to delegate and
empower
Astute use of power
Emotional intelligence
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Opportunities for satisfaction in

hierarchy of human needs.

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Study Question 1: What is

motivation?
Basic motivational concepts
Motivationthe forces within the
individual that account for the level,
direction, and persistence of effort
expended at work.
Rewarda work outcome of positive value
to the individual
Extrinsic rewardsvalued outcomes given
to someone by another person.
Intrinsic rewardsvalued outcomes that
occur naturally as a person works on a
task.
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Key Words :
Management Process
The five basic functions of planning,
organizing, staffing, leading, and
controlling.
Human Resource Management
The policies and practices one needs
to carry out the people or human
resource aspects of a management
position,
including
recruiting,
screening, training, rewarding, and

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Key Words :
Authority
The right to make decisions, direct others
work, and give orders.
Ling Manager
A manager who is authorized to direct the
work of subordinates and responsible for
accomplishing the organizations goals.
Staff Manager
A manager who assists and advises line
managers.
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What is Human Resource

Management ?

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Definition of HRM:
Human resource management is to
make the most productive use of human
resource to the greatest benefits of the
organization and individuals.
Organization: profits and social
commitments.
Individuals: development and
achievement.
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The importance of HRM

(1) People is the key factor of production.
(2) Productivity is the key to measure a
nations economic growth potential, and
labor quality is the key to improving
productivity.
(3) Competition today is the competition for
talents.
(4) Since man is the most uncontrollable and
unpredictable variable of all production
variables, organizational success depends
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Functions of HRM
Conducting job analysis.
Planning future needs and
supplies.
Recruiting and selecting
employees.
Orienting and training employees.
Managing wages and benefits.
Performance appraisal.
Communicating (discipline and
services).

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Line managers HRM responsibilities

a.
b.
c.
d.

Job placing.
Orienting new employees.
On-job training of employees.
Interpreting company policies and
procedures.
e. Conducting job appraisals.
f. Controlling labor costs.
g. Labor protection and disciplines.
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Staff managers HRM responsibilities

a. A line function: directing and managing
people in the HRM department.
b. A coordinating function: coordinating
HRM activities across the organization.
c. Staff functions:
Same as the HRM functions plus labor
relations and collective bargaining with
the trade unions.

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Strategy and Competitive Advantage

Low-Cost Strategy
Differentiation Strategy
Focus Strategy
Offensive Strategy -Implement

Defensive Strategy -- Protect

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Hospital Situation and

Analysis

!
S
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What is SWOT?
SWOT is a business or strategic planning
technique used to summarise the key
components of your strategic environments.
SWOT analysis (strengths, weaknesses,
opportunities, and threats analysis) is a
framework for identifying and analyzing the
internal and external factors that can have an
impact on the viability of a project, product,
place or person.
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SWOT Analysis
SWOT is a summary of your
Strengths

Weaknesses
Opportunities
Threats

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Internal
External

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Internal vs. External

Strengths
and
Weaknesses
are
considered internal factors---meaning you
as the business owner can control them.
How you manage or market the business
controls whether it is a strength or weakness
Opportunities and Threats are considered
external factors---meaning you have little
control over them.
It is your job as a
business owner to respond appropriately .

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How to conduct SWOT

Analysis?

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Activity

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Again, do not forget ??

Time is getting
changed !

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The 10 Commandments
1. The patient is never an
interruption, the patient is your
work. Everything else can wait !
2. Greet every patient with a smile.
3. Call patients by their name.
4. For patients, all staff members are
important as the doctor !
5. Never argue with a patient. Be a
good listener.
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The 10 Commandments
1.
Dont say, "I don't know. Say I will find
out.
2.
The patient pays your salary - treat him like
your boss !
3.
Choose positive words
4.
Always go an extra mile. Exceeding patient
expectations is the best way of keeping
patients happy !
5.
Brighten every patient's day. This will make
your own life happier.
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How to handle angry patients!

RAPSAND
R = Re-establish rapport ( empathy)
A = Agreement ( get the patient to say
Yes)
P = Problem ( define this)
S = Solution
A = Ask Permission ( is the patient
happy with
the solution you have
offered ?)
N = Next step ( Follow up)
D = Document
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Commonest complaints of patients

about hospitals

Report Delay
Erroneous details
Specimen mixing up?
Quality not sure
No one to explain
Unnecessary long time
Rude staff
Lack of transparency

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What are the Action

Steps ??
Compassion

Two way
Informativ
e

Competitiv
e
Value
based

Smile
Empathy

Communicati
on

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Cost

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Cure

Comfortab
le
safe

Expected
level
Health

Care

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Come to your clinic as a

patient

Mystery shopper
Helps you to think like a patient !
Seeing things through the
patients eyes will make you
more empathetic !
Patient engagement, patient
exprience and patient
centerdness? are no longer Just
buzz words !
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How does this matter ?

Happy patients have better
treatment outcomes !
More compliant because they are
engaged
Fewer medical errors , because
they keep the medical staff alert
Less likely to sue
Happier patients heal better !
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Our mission and purpose

To cure
sometimes,
to relieve often,
to comfort
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Th

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!
u
o
Y
k
n
a

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