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Paying attention To Hospitas - Stanford University (Crash Course on Creativity)
1. STANFORD UNIVERSITY
Crash Course on Creativity
Fall 2012
Paying Attention To Hospitals
Dr. Zaufishan Rahman
(Pakistan)
2. Chosen Field of Work For this
Assignment:
Options: School, Grocery store, Retail Shops,
Hospital, pharmacies
My Choice: Hospitals
Stanford University
3. Objective of Assignment
Observations Opportunities
Select 6 hospitals of your Identify Opportunities
city and pay ‘Keen of development &
Attention’ to fine details Improvement from
that affect patient’s
experience in hospital noted observations
Reference: Source:
Observation Lab checklist Your Creativity
Stanford University
4. Key areas of work:
Before you enter the hospital
Environment of Premises
Personnel
Product/ Services
Customers
Others
Stanford University
5. Observations
Observations Before you enter
1. Perceptions of specialized health facilities
Difficult to reach
Not cost effective
Negative attitudes of staff
2. Busy corridors, long queues and long waiting time
before doctor consultation
3. Inaccessible health facilities
long distances from home
Difficulty in shifting patients from rural to urban areas
4. Busy and jammed Parking lots
Stanford University
9. Opportunity
Opportunities
1. Public awareness media campaigns for
community to promote accessible, affordable
and cost effective health services
2. Employment of more human resources in health
and scheduling of available staff in different shifts
for reduction in waiting time before consultation
3. Rapid transit bus service for patients from rural to
urban areas shift
4. The opportunity for contractors to build new
parking lots and employment of car caretakers
Stanford University
13. Observations
Environment
The hospital interior plays a significant role in patient
acceptability
Paediatric hospital with colourful interior and
cartoonic wall paintings is more acceptable for
young patients as compared to general ward of
common hospital
Moderate to low lightening of hospital rooms
sharp lights as well as too dim lights are discouraged
Temperature control is very well accepted
Hospital that are warm in winters and cold in summers
due to thermostats and heat adjusting system are
more warmly welcomed
Stanford University
14. Observations
Environment
A welcome note/announcement on auto-
repeat speaker for patients is usually pleasant
and well accepted
The floors are usually clean and shiny
Dusty ones make hospital look with unhygienic
environment
The smell is a significant repellent.
The smelly lounges are less attended by patients
Stanford University
15. Opportunity
Opportunities
The opportunity for painters and graphic designers
to design nice wall paintings with health messages
The opportunity for generator operators for
uninterrupted power supply to maintain warm and
cool environments
The improved lightening system
The play area establishment and maintenance for
indoor chronic disease patients
Stanford University
16. Opportunity
Opportunities
The opportunity for puppet show and magic show
organizers to hold annual paid functions in
hospital for young patients
Long waiting times can be accommodated by
patient engagement in healthy activities. the
opportunity for companies to promote the self
care tests by free camping in beginning
Bone mineral density test
Mammogram for breast cancer screening
Stanford University
19. Observations
Personnel
Average Time before consultation is usually 30-
45min
Doctors who follow the script of patient history
taking are less appreciated than the ones who
have an individualized talk according to the
patient problem.
Staff uniform practice is variable
Staff nurses and sanitary workers have the
uniform while the rest of the staff doesn’t have.
Stanford University
20. Observation
Personnel
Age and gender of employees are
variable
Patient preferences for gender of doctor are
very discrete
Women prefer to go to lady doctors for
gynae and obs problems etc
Doctor to patient ratio was low
It is one of a major reason that make
patients wait for long times
Stanford University
21. Opportunity
Opportunities
Opportunity for training companies
Periodic trainings to enhance technical
knowledge, skills and communication of
hospital staff
Patient well being sessions
Patient groups
Volunteer activities
Stanford University
22. Opportunity
Opportunities
Theopportunity for investors and builders
to build new purpose build specialized
hospitals for all age groups and genders
Specialized paediatric hospital
Specialized women hospital
Specialized geriatric hospital
Specialized eye hospital, cardiology
hospital, pulmonology hospital etc.
Stanford University
29. Observations
Products
Indoor services
Curative Health services
Operation theatres
Specialized Wards (Medical
unit, nephrology, neurology, cardiology etc)
Out door services
Preventive health services
Walk in patients
Emergency
Diagnostic services
Stanford University
30. Opportunity
Opportunities
1. The opportunity to extend the services….
If a high number of patients are turning up, the
programs of preventive health, immunization
and malnutrition can be launched.
o Polio drops for every child under 5 years of
age
o EPI Immunization for every child
o Malnutrition interventions for needy
patients
Stanford University
31. Opportunity
Opportunity
The opportunity for government health
department to synchronize different programs
to achieve more than one objectives (Millennium
Development Goals):
Reduction in maternal mortality ratio
Reduction in infant mortality ratio
Reduction in illiteracy
Reduction in malnourishment of children
Reduction in complicated cases of HIV AIDS, TB
and epilepsy
Stanford University
32. Observations
Customers
All patients are accompanied by relatives and come in
groups to seek health services
Age and gender is variable according to hospital and
speciality
Younger patients to Children hospital
(Average age: 8 to 10 y)
Middle age to older age group: Institute of Cardiology
Women to Lady Willington maternity hospital
Average stay in hospital 2 – 3 hours
All customers/ patients are seeking health services not
browsing the services like general consumer products
Stanford University
33. Opportunity
Patient engagement & well being activities
A beautician having a session with a cancer patient
Stanford University
38. Thankyou
Thankyou for your time….
Dr. Zaufishan Rahman
Public Health Consultant/
Manager Drug Information Centre
Pakistan
zaufishan@msn.com
Stanford University