Service Quality Management in Health Care in India

The financial performance of the Indian healthcare industry suggests that the companies catering to the sector remains in pink of their health by registering a growth of 42.44 per cent in net profit during the first quarter of the current fiscal, according to The Associated Chambers of Commerce and Industry of India (ASSOCHAM). The health infrastructure across Indian states is projected to grow by an average of 5.8 percent per annum between 2009-2013, taking the total expenditure in 2013 to USD 14.2 billion, suggests the Indian Healthcare edition of KPMG's trend monitor. It is obvious that also HCI must search an answer to question of the next management systems development. Three basic directions exist for this situation: a) To apply a set of accreditation standards; b) To apply requirements and recommendations of the ISO 9000 family of standards; c) To apply the EFQM Excellence Model. To make step by step quality improvement, one has to do gap analysis to identify the gaps in the service provider, followed by the preparation of the manuals and Standing Operating Procedures (SOPs). The manual is the formalization of the process, which the staff needs to implement after reading these documents. The staff needs to be sensitized by the repeated training the various process as per the various manual which would subsequently lead to implementation