Patient-centric management

The world over there is a battle raging on the creation of a caring patient health care model which is both affordable and readily available. But Bhagwan Mahaveer Viklang Sahayata Samiti (BMVSS) has a special, patient-centric and sensitive management system to deal with beneficiaries, who are mostly poor, marginalised or underprivileged. Apart from technological innovations, services of BMVSS also involve process innovations.

The main features of the patient-centric management system are as follows:

  • Timings: BMVSS has an open-door policy. A disabled person can visit its Jaipur centre (which receives the highest number of patients) at any time of the day or night, without an appointment. At other centres, beneficiaries can also walk in without prior appointment during the designated treatment times.
  • Registration: At its Jaipur and other centres, patients are first admitted and then registered. This contrasts with other healthcare organisations and systems which require prior appointment and registration before the patient is admitted. Outstation patients (along with their attendants) get immediate board and lodge facilities (free of cost) at Jaipur. For the patients, this small change is a great help.
  • On-spot services: The services are normally provided in one go in one-three days' time, but in complicated cases, requiring more time, the patients can stay put at the centre at the expense of BMVSS till his / her need is met in accordance with medical advice.
  • Approach: Patients are served with empathy, personal attention and care.
  • Efficiency: Though limb / caliper fitments are customised services, BMVSS has, to a large extent, introduced the assembly line in many of its processes. This is to cover the largest number of patients in the shortest time. However, while doing so, quality standards are maintained.
  • Expertise: The technical management is undertaken by able and expert professionals.
  • Cost: Being a not for profit organisation, efforts are made to keep the cost on overheads and administration as low as possible. The world-renowned management consultant, Prof CK Prahalad of Michigan University, in his book The Fortune at the Bottom of the Pyramid, concluded, after diligent analysis, that overhead and administration costs of BMVSS are just 4 percent of its total budget, perhaps the lowest for any non-profit organisation worldwide.