Contact program Day 1
Dr. P.S. Reddy
We spent 3 trillion dollars on healthcare around the world
In US, 1.3 trillion dollars spent on healthcare.
In terms of expenditure, US ranks 37th, 36th Puerto Rico, Slovenia 38th.
Functions of management:
- Leadership
- Delegation
- How to get along with people.
Concept: Transaction Analysis.
Management was there in the building of the Pyramids of Egypt.
Transaction Analysis was proposed by Eric Berne.
Eric Berne was a Swedish Psychologist.
He wrote a book called: "Games People Play."
Penfield did research on temporal lobe epilepsy
He stated that human mind is like a small tape recorders.
Human being has multifaceted personality.
Transaction is the basic unit of human interaction.
Ego
Superego —- Controlling/restricting.
Id—— Intuitive/instinct behavior
He found that out of 100, words share 7%, body language 55%, and paralingual the rest. It shows that human body language has a major role to play in the human communication. We get to know more about body language: http://en.wikipedia.org/wiki/Body_language
There are 3 types of ego: http://en.wikipedia.org/wiki/Ego
Parent Ego
Adult Ego
Child Ego
Ego?behavior thoughts and feelings
Parent ego—– nurturing parent
———critical parent
Child ego— can be divided into happy child and destructive child.
Destructive child can be divided into Rebellious child and compliant child.
Parent ego ' Taught concept of life.
—–Child ego— felt concept of life.
Sigmund Freud was an Austrian Neurologist and Psychiatrist (http://en.wikipedia.org/wiki/Sigmund_Freud)
It is always advised to use soft words in hard arguments. In a hard argument, when the manager talks in a soft tone. He gets the situation under control otherwise it would be a total chaos.
Building Adult Ego:
—-Recognize your child
—–Recognize your parent
—–Recognize others child
—-Be sensitive to child in others
—–Count ten.
—–When in doubt, leave it out.
Thomas Harris—-Life Positions
I am ok. You are ok. —-natural child
Strokes —- gives recognition
A stroke can make you feel good or bad.
People work hard for strokes.
Argument is worst sort of conservation.
Contact Program Day 2
31/7/2007
Dr. P.S. Reddy
Hospital Administration
Beautifying the Mind —- Edward De Bono
Functions of Management:
PODSCROB (acronym denoting planning, organizing, directing, etc.)
Intensive care therapy is very expensive.
Hospital Laws and Medical Ethics
It is very important as on the basis of this a number of litigations are made for improper service in healthcare.
Legislative body makes the law.
National Laws: Indian Penal Code, Welfare Code, and Administrative Code.
Implied consent: A consent that is not told but is implied, say when a patient visits a doctor, the implied consent is the patient wants treatment, so tests are done by injecting syringes and blood taken, etc.
IPC sec. 90 —- Consent
IPC sec 88 —– Medicine
IPC sec 80 —- Accident in doing a lawful act
IPC sec 92 —–Act done in good faith for benefit without consent
IPC sec 320 —- grievous hurt
IPC sec 336 —– rash and negligent act endangering life
IPC sec 304 A —–Causing death by negligence
IPC sec 269 and 270 ——Negligent act likely to spread infection of disease.
Indian Medical council act 20 —– confidentiality
Break the bad news — it is difficult for a doctor to tell the bad news of the disease to the patient, say if he suffers from blood cancer or any thing like that.
The method is called SPIKE:
S—-Setting up
P —- Perception.
I — Information.
K —– Knowledge
E—- Empathy
Terry Schiavo Case
——She was a model who wanted to be slim. She wanted to be slim so she vomited food after eating called bulimia (a form of eating disorder).
—–Teenager with bulimia
——Potassium (K+) deficiency —it lead to cardiac arrest.
——Anorexic brain damage in 1990
——Removal of feeding tube.
——She died on March 31, 2005 due to dehydration.
Mary and Jodie
—-they are conjoined twins
——Mary uses Jodie as life support machine
——Separation might kill Mary as Jodie uses some organs of Mary to survive.
——continuation will kiss both.
Euthanasia is Mercy Killing.
IVF mix up.
It happens accidentally say a white couple has a black child. They claim this is a mix up with some other donor's sample.
Men ought not to play God before learning to be men.
Human cloning
Physician assisted suicide
–Case of Dr. Timothy E. Quill
Ethics—law, good/bad, moral, principles.
"Ethics has to do with my feeling tell me is right or wrong."
"Being ethical is doing what the law requires."
"Ethics has to do with my religious beliefs."
Why ethics???????
Doctors use technical skill and expertise which the patient does not have, possessing this skill gives doctor greater power, in caring for patients, doctors, make a series of judgments, decisions .
What is ethics????
—-Standard of right and wrong that prescribe what humans ought to do .
Surrogate mother — There is no law which states that surrogate mothers not allowed during child birth in India.
Law is silent (a legal term meaning nothing to say).
Law: Set of rules of conduct enforced by threat of punishment.
Ethics is more than law e.g. Harmless negligence.
8 slice CT scan, then 64, 128, and finally we have 256 CT scan. 1 CT scan is 400 chest x-rays (according to radiation).
Importance of Medical Ethics:
- Increase in use of technology.
- Better informed society.
- Public scrutiny.
- Trial by media.
According to Medical Council of India, a doctor is not supposed to advertise on any healthcare product. We often see doctors in advertisements.
Theories:
—Consequentialism or Teleology (what is the consequence of the action)
—-Deontologism (proposed by Emanuel Kant; end never justifies the means. The means must be correct. If the process is good, the output will be acceptable.)
—-Utilitarianism (Proposed by Jeremy Bentham — positive and negative).
Principles ———-
1. BENEFICENCE: Goal of medicine, always do good, benefit to the patient, and paternalistic.
2. NON-MALEFEASANCE: Do no harm, fundamental commitment, constant duty to minimize or avoid harm.
3. AUTONOMY: DNR (do not resuscitate) New York, 1988. DPAH (Durable Power of Attorney for Healthcare) —Proxy directives.
Deliberate self rule, living will, obligation to consult and obtain agreement.
"Medical Jewelry"— a wrist band is tied to wrist of the patient.
- JUSTICE:
- Distributive justice.
- Right based justice.
Ethical models in medicine:
- Ethical Model —-Disease, not person.
- Priestly Model —- Benevolence, moral dominance.
- Collegial Model —- Patient as a colleague or partner.
- Contractual Model —- Negotiated sale of services.
Issues:
—-Abortion versus right to life.
—–Assisted reproduction
—–Death and dying
—–Transplantation.
—–Research injury.
—— Confidentiality.
Euthanasia
- Active
- Passive
- Involuntary
- Voluntary
Indian Journal of Medical Ethics
Privileged Information —Whom should you tell in what manner and when.
CPA — 1986 —- speedy redressal of repetition—- replaced MRTP Act etc. —-amended in 1991 and 1993.
CPA is compensatory —-Simple speedy and inexpensive redressal.
Consumer is any person who hires for a consideration which is either paid or to be paid.
Deficiency —- Fault, imperfection, shortcoming, inadequacy, nature and manner of performance.
District forum —State Forum (20 lakhs to 1 crore) —– National Forum (above 1 crore)—–Supreme Court.
Unclean hands—- bribes, corruption.
Vicarious responsibility —- select the right person.
Consumer is the patient who hires the service for consideration.
In government hospital, private ward is charged and general hospital is not charged.
User charges are not applicable.
We cannot collect indemnity from the hospital as well as consumer forum.
Consumer forum does not give money for the claims for the following reasons —-
- The money charged is inflated.
- The patient suppressing facts.
- The negligence is not gross.
- The losses are imaginary.
- The complaint is not precise.
How do we determine the compensation?
1. Severity of negligence or loss.
2. Functional loss.
3. Age of patient.
4. Number of dependents.
5. Loss of future earnings.
6. Effect on career.
7. Future expenditure.
8. Anxiety, agony and distress.
9. Expenditure on travel, stay, and loss of reputation.
Duration of medical record maintenance—
Medicolegal record —10 years.
Medical council —- 3 years.
Support groups are insurance companies.
Technical defence —- Treatment without charge, concurrent jurisdiction, complicated issue like cerebral hemorrhage.
Factual defence.
BUILDING A HOSPITAL:
1. Beds.
2. Speciality.
3. Budget.
4. Area and land.
5. Speciality.
6. Need assessment.
7. Planning.
8. Structure and design.
9. Staff.
10. Licence
11. Market.
Bed is the universal indicator of a hospital.
Funds for hospitals come from share and bank loan.
Funds for hospitals come from your own investment, partners (who gets a share of profit), investors (interest on investment), shares, loans, hire purchase.
If a company wants to release IPO (initial public offer), track record should be proved.
Gestation period is the amount of time to build to the time to get the profit.
Waste Management
Biomedical Waste
Law and regulation in biomedical waste management and handling.
Biomedical waste is the waste that is generated during the diagnosis, treatment and immunization of human being or animals or in research activities, pertaining thereto, or in the production or testing of biological.
What is the first step in Waste Management?
—–Creating systems for segregation of waste in the first step.
—–Segregation of waste into infected or contaminated waste and noninfected waste is mandatory and is a prerequisite for safe and hygienic waste management.
- No biomedical shall be mixed with other waste.
- Biomedical waste be segregated into containers/bags at the point of segregation.
- Color coding signifying the different kind of wastes.
- Segregation is mandatory prior to storage, transportation, treatment and disposal.
Government rules: Biomedical Waste Regulations of the Ministry of Environment and Forests, Government of India.
Human Anatomical Waste —Yellow.
Animal waste — Yellow.
Microbiology and Biotechnology Waste —Yellow.
Waste Sharps —Sharp Container.
Discarded medicines and cytotoxic drugs —-Black.
Soiled waste contaminated with blood —-Yellow.
Soiled waste generated from disposable items other than sharps —Blue.
Sharp container should be puncture proof.
If a substance is kept in sodium hypochlorite solution, no infection occurs.
Safety at work àHand Gloves and Face Mask.
Don't mix the infectious waste with noninfectious waste.
Don't recap the needle or break the needles by hand.
Don't fill the container more than ¾ capacity.
Don't allow unauthorized person access to waste collection.
Don't use open buckets for infectious waste or sharps.
Bins are placed in nurse's counter in all wards.
The packed bags are stored in the garbage bin.
The trolleys are green in color and are placed in the service lift area.
Handling of infected linen — Yellow garbage bag.
The infected linen is sent to laundry for chemical treatment and washing.
It is advised to inform your head of the department or supervisor if you have any needle stick injury.
Quality in Healthcare
Dr. V. R. Ramanan
Quality means conformance to the standards both stated and implied, at a given time, over a period of time, and at a price, the customer can afford to pay, or is willing to pay.
Quality management is the scientific search for the most effective way to deliver the best care to the patients.
Quality is the lifeblood of any organization. Our aim is to do the right thing, the right way, first time and every time.
How would it help us?
—Improved patient care.
—-Safe environment.
—-Continuous improvement.
—–Self-development.
—–Strengthen patient confidence.
—–Achieve international recognition.
—–Expand customer base.
From where it started—-
In December 1919, American College of Surgeons adopted 5 criteria, known as minimum standards, by 1950, it became a national norm.
Formation of US joint commission on Accreditation of Hospitals in December 1951.
In August 1966, JCI undertook a complete revision of standards to reflect an 'Optimal Achievable' rather than a 'minimal essential' level of care.
JCI accreditation manual has 152 pages.
Quality is virtually important in the hospital sector for it determines what, when and how much will be the same effort of care.
Quality in service establishments has to be ensured by emphasis on the processes rather than on the final output or income.
ATTRIBUTES OF QUALITY IN HEALTHCARE:
—Effectiveness.
—-Effeciency.
—-Optimality.
—–Acceptability.
—-Legitimacy.
—-Equity.
Evolution of the Concept of Quality Management:
Statistics and audit –à Quality Assurance -à Total Quality Management à Continuous quality improvement à Quality Circle.
How to measure quality?
—-Credential and clinical privilege.
—-Risk management —-incident review.
—-Committee.
—-Patient satisfaction survey.
—–Audit.
—–Quality indicators.
Root Cause Analysis —- is a process for identifying the basic or causal factor that underlies the variation in performance, including the occurrence or possible occurrence of a sentinel event.
Product of root cause analysis is Action Plan.
Evidence based Medicine à It is clinical practice based on sound evidence.
Six sigma —It is a methodology to manage process variations that cause defects defined as unacceptable deviation from the mean or target; and to systematically look towards managing variation to eliminate those defects.
Objective of six sigma: To deliver high performance.
Reliability.
Value to the end customer.
Six Sigma was pioneered by Bill Smith at Motorola in 1986.
Three main areas:
—-Improving customer satisfaction.
—-Reduce cycle time.
—-Reduce delays.
DMAIC:
D—-Define.
M—-Measure.
A—-Analyse
I—-Improve.
C—-Control.
QUALITY POLICY OF APOLLO HOSPITAL: "Our mission is to bring healthcare of international standards within the reach of every individual. We are committed to the achievement and maintenance of excellence in education, research and healthcare for the benefit of humanity."
My First Blood Donation
I am doing a course at Apollo Gleneagles Hospital in Kolkata under Medvarsity Online Ltd. through distance learning. I am presently doing a contact program from 30 th July to 12 August in this hospital at Eastern Metropolitan bypass. It is my fourth day in the contact program. Today we did our class on Human Resource Management from 11:30 a.m. to 1 p.m. We were asked to do a department visit on the same day. We are a batch of 30 students. We come from various backgrounds of doctor, hospital employee, housewives who are qualified doctors, nurses, paramedical staff. Students living far away from Kolkata like Durgapur, Tripura have come to this contact program on the above-mentioned dates.
I never gave blood anywhere before in my life. I thought primarily due to unhygienic condition and the chance of getting infected with disease was my primary fear. I loved the atmosphere of Apollo Gleneagles Hospital. The hygienic surrounding of Apollo Gleneagles Hospital will motivate you to give blood. Giving blood is a social work. It is a duty to the society. It is for the patients who need blood and it is the only thing which we cannot get in a shopping mall. It is produced by man for another human being. Blood has a limited life span. Blood is basically composed of red blood cells, white blood cells and platelets. A person giving blood will be able to get blood from the hospital when he or his relative is admitted to the same hospital.
I gave blood along with four students of Medvarsity Online Ltd. They are my close friends. Two of them are males and two are female donors. I am a donor with A+ blood. The hospital has a systematic approach of blood testing with sophisticated equipment imported from foreign countries. The costs of the equipment for blood testing goes around Rs. 50,000 to Rs. 75,000. The Blood Bank has equipments to store blood for a long period of time.
Procedure for Blood Donation:
The procedure for blood donation are as follows:
- I was asked to take to fill up the card at the reception where a technician filled up the card putting my surname first and then my first name. Then he wrote my age, sex and I was asked whether I had any blood donations before. I said, "No, this is my first time!"
- I was then taken to another room where a nurse was seated in the chair. She told me to take the weight and then she told me to wait a while my friends data are collected and blood sample taken to determine the type of blood. Then the same was done for me.
- The blood sample was taken. Only one drop was blood was taken in a slide and the blood was thrown in copper sulfate solution to see whether the blood has the right percentage of hemoglobin. If the hemoglobin is lower than the specific gravity of the solution, it will float. So it was found that I have the right percentage of hemoglobin.
- My blood pressure was tested by the doctor who is in charge of the Blood Bank. He was curious to know about Medvarsity. I clarified his doubts.
- I was taken to the blood testing area.
- I was asked to relaxed. The staffs talked with me with smile and told me that there is nothing to be tense about as it is only a small pouch of blood they will take. I asked them, "How much blood will u take?" The nurse said, "350 ml."
- The blood collection had already begun in my 3 friends.
- I am the fourth donor.
- I was asked to lie down in a chair which is quite comfortable. It is an adjustable chair. It is a chair whose height and the angle of inclination can be adjusted. It is a well-cushioned chair which will make you sleep after lying down!!
- I laid myself in the chair. I was made to lie and my upper arm was tied.
- I was told to fold my full sleeve shirt.
- I was given a small wooden piece to hold it tight and then relax.
- I was then told to relax the arm and a thick needle with a tube connected to the pouch was placed.
- The pouch had the capacity of holding 350 mL blood.
- The blood was gradually going down and I never felt any pain.
- Only when the needle was inserted, I felt a pain there but after that no pain.
- I was told to relax and the tube was removed.
- A cotton was placed at the junction of my fore arm and upper arm.
- I was told to keep the arms folded for 15 minutes.
- After this donation, I was told to sit there for some time and given fruit juice.
- At the end of this session, we came out of the blood donation center.
We are students of Medvarsity and we came here for increasing our knowledge in blood testing. We had the opportunity to know it as closely as possible being the only four candidates who had the patience to wait for quite some time to know about blood testing from the person who is in charge of the Blood Bank of Apollo Gleneagles Hospital in Kolkata. After the class, we felt quite fortunate being a part of Apollo and being a blood donor in one of the leading hospitals in India.
The knowledge we gathered are as valuable as platinum for being a future administrator in a hospital.
History of Blood Testing:
- In blood testing, the venereal diseases was tested at the initial stages.
- In the 70s and early 80s, hepatitis B was tested.
- In 1985-86, HIV (human immunodeficiency virus) was tested.
- In 1989, government made laws for compulsory testing of blood and the following things were tested:
- Hepatitis B.
- HIV.
- Venereal Disease.
- Malarial Test.
- Licensed blood bank was started after that under the government laws.
- Drug control was made and the laws were made stringent.
In blood preservation, CPDA1 , an anticoagulation is used so that the bloods do not coagulate or clump after the donation.
As the blood comes out and anticoagulant added to it, it becomes a medicine under Drug and Cosmetics Rules, 1945.
- According to the order of Supreme Court in 1998, blood cannot be collected from Professional Donor. It is important to state that a professional donor is a person who gives blood for money. In the past, it has been found that these professional people have low blood cell count and due to frequent giving blood, the required blood components are not found and they are often found to have narcotics in their bloods which is not all desirable. Their lifestyle is different from the voluntary blood donors in the sense that their blood often contains something which is not desirable for transfusion to another recipient of his blood. So it had to be banned under court order and so nowadays a person giving blood is not given money but an opportunity for his family to take blood if the patient or his family gets admitted to the hospital. But on discharge, some blood should be given as per the specific hospital rules.
- From June 1, 2000, Hepatitis C testing was also made after blood donation.
It is to be noted that the medical laws we follow is from U.K. The Indian Medicine follows 3 pharmacopeia: USA, UK and Indian. Among these three, British is given more emphasis.
A blood bank is run on "no profit —- no loss" basis as per the order of the Central Government.
A stand-alone blood bank is made with the blood supply mainly from the relative of the patient and blood donation camps done regularly in a year.
Blood becomes a pharmacy product under the name "solvent detergent treated plasma."
Red cell is given to Anemia and Thalassaemia patients. Red cell is called "packed cell" in medical terms. A red cell is 230 ml in a 1 liter blood of man. Packed cells are stored at 2 to 6 degree Centigrade.
Platelets are stored at 22 degrees in a shaker. The shaker is run for 5 days continuously so that the platelets can thrive.
Plasma is yellow in color. It is 150 mL in 1 liter of blood. It is given to liver disease patient. Plasma is stored at -18 degree Centigrade.
Platelet is 30 mL per 1 liter blood. It is given to blood cancer (leukemia) patients. Platelets are stored at 22 degree Centigrade.
It is to be noted that in a 350 mL of blood of the donor, 49 mL is anticoagulant.
Every year the machines for storage of blood of the donors are calibrated by an organization run by Central Government called Eastern Regional Testing and Calibration Laboratory. Calibration is a method in which the temperature of the machines storing the blood of the donors are checked. It is a special technique done by an organization whose duty is to see the machines are okay for future use.
VDRL is Venereal Disease Research Laboratory.
At the time of admission, a patient asks for blood to the blood bank. If he has given blood to that particular hospital before, he gets blood and during his discharge, his relatives are asked to give blood. The relatives may argue but it is duty of the person in charge of the blood bank to counsel him.
Before my blood donation, the nurse asked me whether I had a disease like jaundice, any allergies, recent medicine uptake etc. If I take an aspirin before my blood donation, I was told by the supervisor of this blood bank that my blood platelets loses functional ability in the last 72 hours. So it is always advised to give blood after 2 hours of heavy meals.
We were eager to know how a pathologist comes to know whether the donor is a professional donor or not. It can be known by the low hemoglobin count and the number of punctures in the arms.
After my blood donation and the knowledge we gained from the person in charge of the blood bank in Apollo, we felt that a bottle of blood can save life in crucial moments. It is something as priceless as gold. It is something a person whether a rich or poor has to take without any discrimination in race, sex, class, etc. It is something which will be produced for oneself and for others in his community. A blood is a priceless gift a man can give to another human being.
Motivation
Three key factors:
- Direction.
- Intensity.
- Persistence.
Motivation is the willingness to exert high degree of effort by overcoming any obstacle to reach every goal.
Abraham Maslow —-Hierarchy of Needs à
Physiological à Safety à Social à Esteem à Self-Actualization.
Frederick Herzberg:
Motivators and Demotivators.
Satisfaction — no satisfaction (absence of good salary).
Expectancy theory —Victor Broom.
Individual Effort à Individual Performance à Organizational Reward à Personal Goals
The individual effort to individual performance is called Expectancy.
The individual performance to organizational reward is Instrumentality.
The organizational reward to personal goals is Valence.
MBO 'Management by objective.
Management is doing things right and leadership is doing the right things.
Important books on Management:
Emotional Quotient —Daniel Goldman.
Seven Habits of Highly Effective People — Steven Covey.
Leaders
'Autocratic Leaders 'High degree of dependency on the leaders.
Democratic Leaders — bottom up approach.
Change leadership style.
Consolidation.
Change Management:
- Immobilization.
- Minimization.
- Depression.
- Depression.
- Acceptance.
- Search for meaning.
- Internalization. (Change is understood and adopting it within the length and breadth of the company).
Theories of leadership —
- Trait Theory: Leaders are born.
- Behavioral Theory: Leader can be trained.
- Contigency Theory: Leaders need different styles of functioning with different groups.
According to Jack Welch, Teaching Organization is better than learning organization.
Leaders are actually developed by honing skills. Leaders are not always born.
Gaming Policy à Abstract environment, solution out of it.
XYZ theory.
Steven Robins: Organizational Behavior.
Theory Z is the personality X and Y.
The Japanese have a lifelong employment. The Americans have a hire and fire policy.
Marketing of Services in 21st Century — Joshua Kahn.
Leadership Engine 'Eli Cohen.
Human Resource Management
In 1940s 'industry in West Bengal was mines following Mines Act. Labor laws were followed. Consumer protection Act is not a cabinet act, so it cannot order imprisonment. The fines are made in terms of money.
The labor laws are:
Maternity Benefit Act.
Minimum Wages Act.
Provident fund Act.
Gratuity Act.
Recruitment and Selection:
Recruitment: Advertise, short list, etc.
Selection: Written test, group discussion, interviews.
Framing advertisement.
Word-of-mouth (cheapest method of recruitment).
Job sites (for high quality worker).
Campus interview.
Internal advertisement.
Orientations: history, profit, goal, mission, vision.
A goal does not have a statement. A goal is set for the customers. For the HR, it is the employee; for the doctor, it is the patient.
A vision is a generalized statement.
A mission is for the community. It gives better profit to the stakeholder. There is no motivation.
Companies of different types: public ltd., trust, society.
Pvt. Ltd.: For 2 persons.
Public Ltd.: Minimum 8 persons and maximum infinity.
Departmental orientation.
Self-appraisal is made for an employee.
360 degree appraisal is made for the CEO of a company.
Abraham Maslow: Hierarchy of needs.
Training: Periodic training can be in-house. It can be external as well as internal.
Big bowl of soup. The bowl is 10 feet in diameter. There are chairs around. An 8 feet long spoon is given. Only through team work the soup can be drunk.
Spiritual Quotient.
Emotional Quotient (emotionally how you feel at that moment; emotional quotient is very important in modern management).