Patient Guest Relations Functionality

 Greet all In-patients

 Initial Assessment of the patient’s psychosocial status

 Review patients psychosocial status

 Crisis Intervention

 Counseling Support & Referral

 Assistance, coordination and counseling for COVID patients

 Counselling for Human Immunodeficiency Virus (HIV)

 Follow-up and counselling for all Post-Operative patients

 Abuse/Neglect Identification & Referral

 Provide Emotional Stability/Coping/Grief/Bereavement

 Health/Wellness Promotion = Group Therapy

 Patient Family Education

 Analyze and retrieve Action Taken for complaints in Inpatient and Outpatient feedback

 Consolidate and Distribute Appreciation, Complaints, Suggestions, and Action Taken to Leadership and concerned Stakeholders

 Visit Inpatients on a daily basis to assist patients and their families and to ensure that their hospital experience is a positive one

 Coordinate Corrective and Preventive Action for patient related issues

 Pass along compliments and appreciation to motivate staff

 Discharge Counseling

 Coordinate events related to patients

 Greet and convey wishes to New born baby’s parents, Patients celebrating birthdays, Discharge greetings 

Patient Family Education

Today there is an increasingly perceptible change in disease patterns and it is essential that every individual undergoes regular health checks. This will help detect problems at an early stage and increase the chances of cure.

1. Educating Patient’s on Rights and Responsibilities
2. Creating awareness on Help Line (Voice your complaint at 367)
3. Educating patients on available Clinical and Non-Clinical services
4. Group Therapy to patients and attender:
   • Health & Hygiene
   • Pandemic
   • Hospital Rules and Regulations
   • Immunization
   • HIV
   • Blood Donation
   • Pre and post Natal Care
   • De-addiction
   • Organ Donation
   • Healthy Food Practice
   • Awareness on various Lifestyle Diseases
   • Good Parenting 
   • Awareness on Post-partum depression
   • Life style modification
   • Community and Environmental Health
   • Prevention & care on Monsoon Diseases
   • Stress Management
   • Awareness on Mental Health
   • Post-Surgical Infection control

Greet and convey wishes to New born baby’s parents

 

“Get Well Soon” Cards for Discharge patients

Appreciations

“I wholeheartedly appreciate the services and personal touch care shared by the attending sister all side during night shifts checking my health tits and bits. Mixed feeling, happy for the care. Doctors are very caring with all positive vibes” 

Mrs.Ankita Mohanty, November, 2023

“We are grateful to SRMC, for the past 18 years in various medical situations and illness, your services has never failed us. As a family, May my God Karpaga Vinayagar Shower his blessings on you all!” 

Mrs.Rajalakshmi, November, 2023

“I just wanted to say thank you from the bottom of my heart for the wonderful care you have given to my wife. Thank you all! Special Thanks to Dr.Usha Rani Madam (My God)” 

Mrs.Anupriya, November, 2023

“Excellent Medical hospital were in Chennai and they having professtional Doctors as well as staff were well trained and excellent medical services for patients” 

Baby.Yadhavi Ashok, November, 2023

Process of Feedback Analysis

Channels of Feedback

1. Patients can express their feedback through:
2. OP & IP Feedback forms
   (Given during OP consultation and Inpatient Discharge)
3. Online Feedback Management System (FMS)
   (Link generated to patient on Registration and admission)
4. Telephone (044-45928509, Ext: 367) Mobile (93429 46004)
5. E-Mail: [email protected]
6. Suggestion Box (Suggestions boxes are available in all the wards)

Other Endeavours for Patients and Patient’s Satisfaction

Spiritual Event for Patient’s Recovery

Children’s day celebration

Indian Sign Language Classes for PGRD staff

Celebrating Little Champions

Sensitization of work ethics and responsibilities to all segments of support services