Table of Contents * Quality * How to Improve the Quality of Services in Hospitals * ISO Certification * NABH Accreditation * Joint Commission on Accreditation of Health Care Organizations (JCAHO) * Ideal Approach to Quality * Patient Friendly Hospital * Front Office * Out-patient Department * Emergency Service * Department of Dental Surgery * Pathology Department * Radiology Department * Operation Theatre (OT) Department * Blood Bank * Physiotherapy and Rehabilitation Department * Maternity Services * In-patient Areas (Ward Units) * Intensive Care Unit (ICU) * Neonatal Intensive Care Unit * Dialysis Service * Pharmacy Service * Medical Records Department * Central Sterile Supply Department (CSSD) * Dietary Service * Laundry Service * House Keeping Service * Hospital Engineering Service * Centralized Gas and Vacuum Supply Service * Hospital Information System (HIS) * Security Service * Fire Safety Service * Accounts Department * Marketing and Public Relations * Nursing Service * Human Resource Department (HRD) * Mortuary Service * Outreach Services * Statutory Compliance in Hospitals * Patient Safety Management Program (PSMP) * Disaster Management Program in a Hospital * Infection Control Program * Bio-medical Waste Management Program * Equipment Management Program * Training Program in a Hospital * Patients? Information and Education Program * Rights and Responsibilities of Patients * Approaches to Evaluation of the Success of QMS * Evaluation through Statistical Approach * Evaluation through Medical Audit * Evaluation through Nursing Audit * Evaluation through Equipment Audit * Evaluation through Patient Satisfaction Survey * Annexure 1 : Critical Values (Grossly Abnormal Reports) * Annexure 2 : Sentinel/Adverse/Near Miss Events * Annexure 3 : Format for Informed Consent * Annexure 4 : Intensive Care Unit: Admission and Discharge Policy * Annexure 5 : Statutory Requirements Applicable to the Hospitals * Annexure 6 : List of Licenses/Certifications Applicable to the Hospitals (Applicable in NCT of Delhi) * Annexure 7 : Periodic Reports and Returns (To be submitted by Hospitals in NCT of Delhi) * Annexure 8 : Hospital Antibiotic Policy * Annexure 9 : Charter of Patients? Rights and Responsibilities * Annexure 10 : Universal Work Precautions * Annexure 11 : Proforma for Patient Satisfaction Survey (IPD) * Annexure 12 : Proforma for Patient Satisfaction Survey (OPD) * References * Index
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