hospital etiquettes and mannerisms

8/3/2019 Hospital etiquettes and Mannerisms

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HOSPITAL PRACTICES, ETHICS ANDETIQUETTES

Dr. Anil KayasthaSenior Consultant UrologyMedical SuperintendentFortis Hospital, Kangra


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VISION

"To create a world-class

integrated healthcare

delivery system in India,entailing the finest medicalskills combined with

compassionate patient care"

Late Dr. Parvinder Singh, Founder Chairman,Fortis Healthcare (India) Limited

Vision


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VALUES

Vision : Imbibe and share the vision.

Integrity : Lead through honesty and integrity.

Respect : Earn respect.

Trust : Gain patient trust.

Understanding : Commit to compassion, care and understandingunderstanding.

Own : Own quality excellence.

Uphold : Uphold innovation and continuous improvement.

Share : Develop and share success.


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KNOW OUR LOGO

A HEALING PASSION

The Logo defines our commitment to patient care.

The two hands that fuse seamlessly with a human form, express our

reassuring approach to healthcare. A constant reminder to all that patient-centric care is fundamental to our ethos.

Green is a color of healing and is symbolic of our steadfast focus:To ensurethe health and well-being of those we minister to.

Red colour, expressive of the dynamic zeal with which we strive to make it areality.

Never forget that the wellness of human lives is our raison d'etre


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CODE OF CONDUCT

This code is stated under the stewardship of the Board of Directors and Senior Management of the CompanyReflects our affirmation to the way we operate as an organization.It applies to all direct and indirect employees and associates of the company in all situations where the individual is seenas representing or being associated with the company.

Guiding Business PrinciplesWe will conduct our operations in an honest and fair manner with integrity and openness.We will respect, obey and assist the law of the land in letter and in spirit.We will respect human rights, dignity and legitimate interests of all individuals directly and indirectly associated with us.

We will provide a safe and healthy work and business environment to all persons directly and indirectly associated withus.

We will respect and protect the confidential and privacy rights of all persons associated with us.We will ensure the authenticity & veracity of our transactions and information. All activities (financial & non-financial) ofthe business will be fully captured and correctly reported reflecting the underlying transaction and ensuring thecompleteness and integrity of information.It must be recognized that we are a non-political commercial organization and all our activities and objectives will bedirected in furtherance of that purpose.

We will support and strengthen the organization towards attaining its objectives and avoid apparent and potential

situations of conflict of interest with these objectives.No form of direct or indirect personal benefit (including bribes or inducements of any kind or use of company property orposition) will be taken or given.

We will at all times ensure conduct, which sustains and enhances the global reputation and image of the organization.


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Hospital Practices

HOSPITAL POLICIESCode of conductPatient care

In-hospital behaviourConduct outside the hospital

ORDERS OF SUPERIORSDisciplineResponsibilityAccountabilityRespect


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OPD PRACTICES

Registration of the patientFirst interaction-Positive, pleasant, professional, prompt (4Ps)

Guiding the patientConsultation, waiting, investigations, billing, procedures, pharmacy,

escorting

Support and helpWheel chair, crutches, stretchers, physical support

Information and counsellingContact number, OPD days, timings, rate enquiries, procedure associatedinformation, facility information


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INDOOR PRACTICES

Admission related counselling

Documentation and maintenance of hospital records

Procedure related counselling, preparation andsending the patient for procedure at appointed time

Treatment related counselling, administration of

medicines

Handing over on shift change/documentation of jobs

done and pending

Leave the duty station only on being relieved


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Discharge and Follow-up Practices

The whole summary should be correctly written

chronologically along with investigations

The treatment schedule should be clearly specified

The Dos and Don'ts regarding medicine compliance, dietary

precautions, exercise and rehabilitation schedule should be

clearly specified

The follow up should be explained and endorsed stating the

time, place, date, doctor name, and any other follow-up

instructions/warning signs as advised by the doctor


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Ethics and legal issues

Hospital ethics is the act of informing and supporting a person so

that he can make the best decision possible for himself

Supporting Active roleInactive role

Active role: Assuring patients about rights and responsibilities in

making their choices;record maintenance & confidentiality

Non-active role: Refrain from: subtly undermining a patient decision,

disclosure of patient information

Health Providers: mutual protectors, facilitator and a co-ordinator

of patients rights and privileges


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Values in medical ethics

1. Autonomy: Right to choose or refuse their treatment

2. Beneficiaries:Act in best interest of the patient

3.Non-maleficience: First, do no harm

4.Justice: Concerns the distribution of the scarce health resources andthe patient decision of, who gets and what treatment

5.Diginity: Patient has to be treated with dignity

6.Truthfulness and honesty: Truthfulness of informed consent


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CAFETERIA/ALA CARTE APPROACH

The patient is explained the various optionsavailable during the course of treatmentwhich could be surgical /nonsurgical or waitand watch policy and he /she has the right tochoose the treatment as per his social and

economic considerations


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INFORMED REFUSAL

If the patient refuses to availtreatment/surgery/procedureeven after being well informedthat it is in his/her best of

interests and benefits, then takehis/her consent for refusal aswell


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UNSOLICITATED INFORMATION

Let the treating doctor explain to the patient about the disease,

course of action, treatment, complications and the likely

outcome.

Avoid guiding on your own

Always send back the patient to the referring doctor

The unsolicitated information is inadequate and out of sync

and adds to patients already existing turmoil(s), stress as the

information given to him may be misinformation or not the

desired information at that stage


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Hospital etiquettes and Mannerisms

Application of socially derived rules that can be flexibly applied

in real situations

Actingwith respect to individual, personal autonomy, warmth

and dignity

Displayof outward manifestation of good intent displayed in

personal manners, display of morally sound intent ( or at times

disguise a corrupt intent)

Dress

Manners


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Mannerisms

Spoken language

Choice of words

Soft and gentle

Should convey message with respect to thepatients

sentiments

Even if provoked, keep your calm and patience

In case the patient/relative is not manageable, take the help

of your senior/security


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Mannerisms

Body language Should reflect the calm, patient concern andprofessionalism.

Should exhibit empathy, sympathy and compassionwhich is Human Touch

Exhibit a positive and helpful demeanour

In case the patient/relative is not manageable,do not loose your patience

Always bear a pleasant and smiling upfront


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Mannerisms

Communication skillsAlways reach out to the patient with a positive and helpful

attitude

Talk to the patient with dignity, respect and composure,irrespective of the social and economical status of thepatient

Be thoroughly informed about what you are explaining tothe patient

Avoid overloading with information


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CONCEPT IN PATIENT CARE

A

C

B

D

Activity zonesA: PatientB: DoctorC: Nursing and

paramedical staff

D: Supportive staff


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The world does not move only by the strokes of

great heroes, but is an aggregate of small effortsof every honest worker which will helpaccomplish our goal of compassionate

Healthcare in supportive environment


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GREATEST JOY

IS A

THANK YOU

BY A HAPPY SMILING, SATISFIEDAND GRATEFUL PATIENT

hospital etiquettes and mannerisms

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