Patient Care

1. Respect for patients’ values, preferences and expressed needs

We understand that all our patients are individuals with their own unique values and preferences. This is why, we treat them with the utmost dignity, respect and sensitivity to their cultural values and autonomy.

2. Coordination and integration of care

Our experience has taught us that during focus groups, patients often feel vulnerable and powerless in the face of illness. We also found that with proper coordination of the care management team, those feelings can be alleviated. Our patients have helped us identify three major areas in which care coordination can reduce the feelings of vulnerability:

1. Coordination of clinical care
2. Coordination of ancillary and support services
3. Coordination of front-line patient care

3. Information and education

In interviews, patients have expressed their worries that they were not being completely informed about their conditions or prognosis. This does not only make patients feel uncared for but may also create hurdles in the path of complete recovery. To overcome this problem, we communicate openly with our patients on the following three topics.

1. Information on clinical status, progress and prognosis
2. Information on processes of care
3. Information to facilitate autonomy, self-care and health promotion

4. Physical comfort

We know that the levels of physical comfort has a significant impact on the patients’ overall experience and hence their recovery. Therefore, to ensure a perfect experience of healthcare, we focus on three areas, which were reported by the patients as particularly important.

1. Pain management
2. Assistance with activities and daily living needs
3. Hospital surroundings and environment

5. Emotional support and alleviation of fear and anxiety

Our caretakers understand that fear and anxiety associated with illness can be as debilitating as its physical effects. Keeping this in mind, they pay special attention to address-

1. Anxiety over physical status, treatment and prognosis
2. Anxiety over the impact of the illness on themselves and family
3. Anxiety over the financial impact of illness

6. Involvement of family and friends

The role a family plays in a person’s seamless treatment and recovery is often underestimated. We understand that with a care system that includes and puts a family of the patients in the centre, the speed and chances of complete recovery can be further improved. With this understanding, we have structured our services around the following precepts.

1. Providing accommodations for family and friends
2. Involving family and close friends in decision making
3. Supporting family members as caregivers
4. Recognizing the needs of family and friends

7. Continuity and transition

Often after the treatment, the continuity of healthcare becomes a major concern for the patient and his or her family. Our patients, too, have expressed their concern over their ability to take care of themselves after discharge. To meet our patients’ needs, we-

1. Provide understandable and detailed information regarding medications, physical limitations, dietary needs, etc.
2. Coordinate and plan ongoing treatment and services after discharge
3. Provide information regarding access to clinical, social, physical and financial support on a continuing basis.

8. Access to care

We know that it is important for patients to know that they can access care when and where it is needed. Focusing mainly on ambulatory care, we also cover the following areas in our services-

1. Access to the location of hospitals, clinics and physician offices
2. Availability of transportation
3. Ease of scheduling appointments
4. Availability of appointments when needed
5. Accessibility to specialists or specialty services when a referral is made
6. Clear instructions provided on when and how to get referrals.