Sankara Nethralaya Academy`s Hospital Management Course Participants Testimonials

Sankara Nethralaya Academy`s Hospital Management Course Participants Testimonials
Posted by A Mahalingam, Sankara Nethralaya, Chennai

Thank you all for the great SN Tour and meeting with Dr.SSB. I would like to send 2 emails, here is the first one…. Please…

Referral lab at TSNA – In-charge explained in detail on different stages of PCR, complete walk through of the process.

Have started from TSNA to SN Main –Sooner we get down from the bus, we were welcomed with flashes of photo camera amidst the flashes we get into the lift and went up-stairs. We were landed-up with well built auditorium with good ambience, welcomed by metallic musical instruments. One of the best auditorium with perfect sound systems. Apart from big 2 screens , they shown a short video of duration 17 minutes which covered the entire Sankara Nethralaya, starts from his founding till last week’s update. With brief explanation by Mr.Mahali we started to meet Dr.SS Badrinath. He was in discussion with visitors, Mr.Mahalingam gently asked Dr.SSB’s secretary to inform our arrival, the same was politely conveyed to Dr.SSB. He in-turn immediately got ready to welcome us. Everyone started getting into his cabin one by one by introducing ourselves with great pleasure in meeting him. He asked everyone to have their seats in the well arranged chairs in-front of him where a batch of 20+ people can comfortably sit. (You are seeing the picture here).He thanked all the participants to take time to attend these 10 weekend sessions. Dr.SSB asked the photographer also to sit which is rare scenario we could see outside world. But it was there everyplace at Sankara Nethralaya who values the Humane. Mr.’Rajini’ Ramesh and Dr.’Kanivana’Krithiga expressed their thanks and suggestions on Self assessment by conducting some test after each session which was noted by Mr.’Master’ Mahalingam.

Dr.SSB gave one more valuable suggestion – instead 10 weekend theoretical he asked to structure the course like 15 weekends course where in 2 hours will be theoretical and 1 hour will be practical. He had in mind that “Practice only makes person Perfect”, which he expressed to Mr.Mahalingam. Dr.Krithiga put a question to Dr.SSB – what made him to start Sankara Nethralaya, how it was started, who are all the backbones for this noble cause. Dr.SSB answered for every query starts from his US Return, fund raising, sponsorship, transparency, management, services,jashlok, academic, research, and so on. Hearing the entire history of SN from its founders word – it was truly inspiring. We have expressed our sincere thanks to Dr.SSB and total TSNA onbehalf of entire batch (including who couldn’t make it due to their last moment unforeseen schedules - in between the best brewed coffee served to everyone)

Dr.SSB was continuing and he was expressing his views on the healthcare community, why other healthcare community / professionals of that of his view are not coming out boldly to startup an institution to serve the society that of his model. He expects more professionals to join in this noble cause to serve the needy society. Mr.’Suruk’ Suresh, Ms.’Nila’ Nirmala, Ms.’Deepam’ Deepa from Akash hospitals expressed their thanks to Dr.SSB and asked to keep them updated in future about such courses. They said, the course made them to get the high level and granular level day to day activities. Ms.’Ganga’ Gowri one of the participant expressed her thanks to Dr.SSB. During ‘Aakash’ discussion Dr.SSB casually cameup with the latest news on ‘Aakash’ low cost ‘Tablet PC’ which costs Rs.2999/- and Rs.2500/ (for students).

Other side of the table Ms.’Loyal’ Leela, Mr.Panchabhakesan, Ms.’Nandriyulla’ Nalini, Ms.’Paasamulla’ Bindu, Ms.’Kanyamana’ Kanchana, Ms.’Sincere’ Sridevi along with their colleagues expressed their thanks to the management to allow them to be part of the course. Dr.SSB thanked entire TSNA for making this CC in HM in grand way. Then we requested Dr.SSB for his presence to have a group photo. He wished everyone of us and joined along with us for a group photo in front of his cabin. (you are seeing it now). We thanked him for his time and started for our hospital tour. Thank You!

I will continue in my next email about the hospital tour starts from the librarian Mr.Shankar…… with interesting fact of Journals which is there in library since 1950 to 1973 at one row, 1974 to till date in the other row…., Dr.SSB’s PPP (Preferred Practice Pattern) Mr.Venugopal from materials management (SCM), Meeting of Ms.Vijayalakshmi at Corporate and Development department (interesting reason for why the marketing is called as Development here at SN), Ambulatory wards, male, female and paediatric ward, nursing station, IT Department, Multimedia and Design department, Medical record department, HR, meeting of vice chairman, laboratories, Reception, how the walk-in appointments are managed, tele ophthalmology buses and its services, Telemedicines concept by Mr.Kannan, Opticals, Insurance desk, every floor’s speciality, Housekeeping, and many more things to write it….

I will continue in my next email and conclude… please wait for a day….
Thanks for your patience in going through this content. This made me to take to my school days, am so glad to write this to everyone.

(Have a Wonderful Wednesday!
Thanks and Regards,
Rajan C

II Email:

After our meeting with Dr.SSB.. we came to Library where Mr.Shankara…… shortly Mr.Shankar was introduced by Mr.Mahalingam to our batch. Master instructed the librarian to give brief on library so as to cope up the time. Mr.Shankar took us entire library starts from ‘Insight’ magazine to all journals. He shown us all International magazines which SN subscribed to for the betterment of all research scholars. For magazine subscription alone they are spending lakhs of rupees every year. Digital facility to refer digital references in the form of CD, DVD, internet and so on… The ambience, arrangement of journals will make the readers comfort. Journal bounds available year between 1950 to till date. Master intervened here gave the reason for asking our complete address. The reason is to send their Insight magazine to all participants. So I request all participants to provide their complete postal address to Mr.Mahalingam so that he will ensure that you can get the magazine from SN regularly. Librarian had shown so many international research papers to us with much images printed on it which is related to ophthalmology. Here he have mentioned the worth, all the images appeared on the research papers are not copied from somewhere, it was captured from the hospital by the professionals during real time processes.

We visited one ward where male, female and paediatric wards are shown by Mr.Mahalingam then we visited the nursing station also. Where 2 associates stood up and greeted our master. We got complement from Akash hospital staffs about SN ward’s cleanliness in all 3 parts of that ward. (Better housekeeping – we didn’t seen any scene at SN that of the video shown during our IXth module by Mr.Ganga Ganesh of Faber Sindoori – Here at SN its perfect Housekeeping – Goodwork of Kousalya - Hope you could recollect her face who takes care of BMW & HK management at SN – we couldn’t meet her anywhere during the visit but her work was reflecting her presence everywhere)

Next we meet Mr.Venugopal who takes care of entire supply chain management at SN. He had given his view and personal experience to all of us. He firmly said, if that particular department runs smoothly then it will lead the hospital in a success path. This depends only on entire cooperation from different end. It’s the department responsibility to convince everyone by rid off from egostic clashes from various levels. He was mentioning about ordering and utilizing the necessary items is so important as its equals to filling out a cheque leaf, which is to be taken much care. He took his great time to give his practicality to benefit of participants. We thanked him and moved to next floor. (Here we could recollect Dr.T.V.Subramaniam’s IVth module – free flow of supply will make the free flow of people (patients) who are main part of business – ABC analysis and so on….)

Next we were taken to Corporate services and Development department and meet Ms.Vijayalakshmi. She was explaining how the development activities are taken place, how both the department working together for the growth of institution. Usually in the business we call it as Marketing department but here at Sankara Nethralaya its called as Development department because of its not for profit vision. (Here we could recollect Mr.S.K.Raman’s Module III – on HR in Healthcare – how to differentiate Administration and Business in hospital context) We thanked her and moved forward.
In between we had seen one Testing department (Calibration department). Just we had seen the bay how different equipments are maintained by that department by various calibration methodologies. Though no one was there to explain, the bay itself clearly shown the indications, Mr.Mahalingam briefed the importance of that department too. (I will be correlating People, Process and Technology at the end of this email do wait patiently for few more minutes….. People, Process and Technology you can take it in other words like Men, Machine and Material….i will explain this before concluding)
Multimedia and Website Bay (Digital and Multimedia) – We meet 3 creative professionals (Vimalan, Ayanan and one more swamy) introduced by Mr.Mahalingam. First 2 associates were busy on their website designing, just out of curiosity I asked them about SEO (Search Engine Optimization), they said its taken care by the team itself. Quite interesting. The other designer was working on some work. In between we were taken to the adjacent room where Mr.Kannan was introduced. He gave pamphlets of Teleophthalmology and started explaining the process standing besides the big screen. It was combined effort of ISRO, ESSILOR, MSSRF and Sankara Nethralaya. The Teleophthalmology mobile unit inaugurated on 10th October 2003 at Andhrapradesh – ISRO Mobile Unit. On 7th October 2005 WDF Mobile unit at Karnataka. 7th June 2006 at Karnataka – ESSILOR mobile unit, 24th April 2007 at Tamil Nadu – MSSRF Mobile Unit, 7th October 2007 at Maharashtra – Vidarbha Mobile Unit. He had explained how the connectivity between the remote rural area (mobile unit) and consultant sitting at SN Desk are connected. This is a great ‘VaraPrasadham’ for needy rural people to avail super specialist, quality treatment at affordable level. He had even given 3 sets of CDs which explains the entire process. Those who eager to know more about Teleophthalmology project do let me know, am glad to explain in detail. We thanked Mr.Kannan and while returning back, the designer executive got those snaps clicked at other building for process. Our people were surprised the speedy process of pictures processed at the multimedia centre. (Here the Technology plays major role with innovation comes out from creative professionals – teleophthalmology worth mentioning here)

Next we get into information technology department (IT), Mr. Sampath who is Chief Information and Technology Officer (CIO & CTO). He was explaining in detail about ongoing Hospital Management System development in collaboration with Tata Consultancy Services. Importance of Information technology, Electronic Medical Record, Various Awards (consequent awards) by NASSCOM to Sankara Nethralaya, Data Center, blending the technology into day to day activities, supporting functionality of IT to the management people for informed decision making, for different analysis purpose how IT is used, forecasting and so many things he had explained in detail. He took us to the Data Center where no one can get a chance to get in there. He was explaining how different centers are connected with one nextwork for better communication / business operations. They are in the verge of completing HMS which can be distributed other Ophthalmology institutions for their usage. This can be like a web application, those who need of software not necessary to have all expensive IT Infrastructures. They can run it on Cloud computing too. (Here we could recollect Dr.Sumanth Raman’s Module V – IT & Healthcare session – the power of growing cloud computing, HMS, IT role)
Next we were taken to the other buildings to see the laboratories, OPD reception, 24 hours casualty, optical, in the basement we could see appointment setting bay (where physicians sits who gives fitness certificate prior to surgeries) next to this canteen also located. In the adjacent building we had seen Time Office, HR Department and Medical Record Department. At HR department we couldn’t meet Ms.Reena Eappen as she had gone on leave to celebrate her Christmas with her family. Master introduced one executive who takes of Insurance desk, he was so calm at his desk. We meet Vice Chairman also during the visit. We couldn’t meet Ms.Shyamala Selvaraj. The notifications, signboards, colour coding, facilities, parking bay, cafeteria and all related things are at par with NABH. (We could recollect the Insurance claims management by Dr.Shilpa and Mr.Ramachander, MLC session by Mr.Samuel Abraham, Accreditation by Mr.C.S.Ramakrishnan. The entire operation and maintentance, fire safety in place at SN, we could recollect the X module by Mr.Madhu of Faber Sindoori)
By the time we complete all this round up, our bus had arrived at the entrance, we boarded into and headed towards TSNA again. Dr.’Kanivana’ Krithiga waved her hand towards us at TSNA gate and started. We get into TSNA and exchanged our New Year wishes to everyone for making this Trip mind blow one. We took one memorable snap with small memento. One more important person behind the screen – he is Mr.Panchabhakesan – who procured every weekend refreshment snacks for all of us. Thanks to all staffs of TSNA (along with Ms.Sridevi and Ms.Leela – 2 more staffs who spent their time with us patiently to take all of us during this trip – we thank them as well) I might shuffled something or missed out here – kindly excuse.

Before coming to conclusion – let me talk on People, Process and Technology:
Whether you are a working professional in healthcare segment, running a healthcare unit or in any manner if you are related to any business please keep those 3 mantra in sequence.

People – are the most important part of business. This includes Patients, staffs, professionals, vendors, and so on…. You can make this right with better customer service – Customer delight with cooperation of everyone. Here the modules of customer service, HR management, motivation of employees come into picture
Process – to serve the people in an organized way. Have a structured process based on different benchmarks and put it in place. Keep those standards in mind for better process which can yield better customer experience. Here NABH, MLC, Claim process, HK, SCM modules are covered

Technology – this makes ease of life at any point of time. This is the best tool if the above said 2 important factors are taken care. Technology can support you to implement certain complex process to serve people. Technology brings maximum operational efficiency by utilizing all your resources optimal level(whether its staff, equipment, infrastructure or anything). Here the modules of IT, Utility and maintenance come into picture With this am concluding my email Chain on this Hospital Tour at Sankara Nethralaya. Tons of thanks to Mr.Master Mahalingam and all TSNA staffs.
Have a Thoughtful Thursday!
Cheers!
Thanks and Regards,
Rajan C