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Innovating to improve quality of care ? creating a continuing culture of innovation and excellence

Satyaprakash Tiwari

The Organization is a hub of activity with various services and programmes for seniors. In addition to the Nursing Home and Senior care
Centre, it is also the location with a number of community-based initiatives are currently in operation. Among these are,
• Integrated Home and Day Care service
• Go Respite programme
• Go To Dementia Point
• National Silver Academy courses
• Caregiver Training Courses
• Accredited Skillsfuture Centre
• Community outreach and interaction programmes
In an ongoing process, organization re-looked at various processes to identify ‘pain points’ with a view to improve efficiency and productivity.
These ‘pain points’ are defined as steps in the processes that cause physical pain and discomfort, delays in delivery of service or in other ways
hinder or affect the type of care given to the residents. To help with the identification of such pain points, discussions involved staff at all levels to
learn pain points that they experience. The following were identified:
• Challenges during showering of wheelchair bound and bedbound residents
• Challenges in feeding of residents with NG tubes
• Challenges of maintaining high level of cleanliness with lesser manpower
• Challenges of transferring residents with limited mobility
• Challenges in use of rehabilitation systems /equipment for safer experiences and lesser manpower
• Challengers in making living spaces infection free for staff and residents
Through an indepth study of the ongoing processes as well as looking into suggestions from the various levels of staff involved in the activities,
JNH created a time-bound plan to increase productivity, reduce ‘pain points’ and improve staff morale.