Patient Related Services & Assistance
PATIENT RELATED SERVICES & ASSISTANCE
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Introduction
· Patient Related Services & Assistance refer to all non-clinical and supportive services provided by a hospital to ensure patient comfort, safety, satisfaction, continuity of care, and smooth hospital experience from admission to discharge and follow-up. These services act as a bridge between clinical care and patient satisfaction.
Objectives of Patient Related Services
To improve patient comfort and convenience
To ensure smooth coordination between departments
To reduce patient anxiety and confusion
To improve quality of care and patient satisfaction
To support ethical, legal, and patient rights
To enhance hospital image and trust
Components of Patient Related Services & Assistance
1. Patient Registration Services
First point of contact between patient and hospital
Includes:
Patient identification
Creation of Unique Hospital ID
Demographic and contact details
Importance:
Avoids duplication
Ensures accurate medical records
Facilitates billing and insurance claims
2. Admission Services
Assistance during inpatient admission
Includes:
Bed allocation
Room/ward selection
Explanation of hospital rules and facilities
Informing patient attendants
Types:
Emergency admission
Planned admission
Transfer admission
3. Patient Guidance & Help Desk
Provides information and direction inside hospital
Services:
OPD locations
Doctor schedules
Test locations
Billing counters
Importance:
Reduces patient confusion
Saves time
Improves patient experience
4. Attendant & Visitor Management
Controls flow of visitors
Includes:
Visitor passes
Visiting hours regulation
Attendant education
Benefits:
Infection control
Patient privacy
Reduced disturbance
5. Patient Transportation Services
Movement of patients within and outside hospital
Types:
Wheelchairs
Stretchers
Trolleys
Ambulance services
Importance:
Patient safety
Timely investigations and procedures
Emergency response
6. Patient Care Assistance (Nursing Aides / Ward Attendants)
Support nursing staff
Duties:
Helping in daily activities
Patient shifting
Bed making
Personal hygiene assistance
Role:
Improves quality of bedside care
Reduces nurse workload
7. Dietary & Nutrition Services
Provides therapeutic and normal diets
Includes:
Diet counseling
Special diets (diabetic, renal, cardiac)
Timely food delivery
Importance:
Faster recovery
Patient satisfaction
Nutritional balance
8. Patient Safety Services
Focus on preventing harm
Includes:
Fall prevention
Identification bands
Medication safety
Fire safety guidance
Outcome:
Reduced adverse events
Legal risk reduction
9. Patient Counseling Services
Emotional, psychological, and social support
Types:
Pre-operative counseling
Post-operative counseling
Financial counseling
Insurance guidance
Importance:
Reduces anxiety
Improves treatment compliance
10. Patient Rights & Grievance Redressal
Ensures patient dignity and rights
Includes:
Informed consent
Privacy and confidentiality
Grievance cell
Feedback system
Benefits:
Trust building
Quality improvement
Legal protection
11. Discharge & Post-Discharge Assistance
Smooth exit process
Includes:
Discharge summary explanation
Medicine instructions
Follow-up appointment guidance
Billing clearance
Post-discharge:
Follow-up calls
Home care coordination
12. Patient Support Services
Additional comfort services:
Interpreter services
Spiritual support
Social work services
Financial aid desk
Special focus on:
Elderly
Disabled
Economically weaker sections
Importance of Patient Related Services in Hospital Administration
Enhances patient satisfaction index
Improves hospital reputation
Supports accreditation standards (NABH, JCI)
Reduces complaints and legal issues
Ensures patient-centered care
Role of Hospital Administrator
Planning and organizing patient services
Staff training and supervision
Monitoring quality indicators
Ensuring coordination between departments
Implementing patient-friendly policies
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