Fortis Learning & Development Programs 2018-19

Advanced Excel User Session
Purpose

The program helps to enhance the excel skills by acquiring knowhow to manage large datasets efficiently, extract
meaningful information from datasets, present data and extract information effectively.

For whom

All employees

Duration
3 hrs

Methodology

Class Room Training

Content:

• Data Validation
• Working with multiple worksheets
• Presenting data using charts
• Analysing data using pivot tables
• Advanced Formulas
• Introduction to VBA in excel

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Prevention of Sexual Harassment (POSH)
Purpose
To address the requirement of awareness and information across the organisation and ensuring compliance to the
statute, we have developed an online instructor led training program with the following objectives. (The module is
referred to as Prevention Of Sexual Harassment referred as- POSH Compliance & Guidelines)

• Awareness of salient features of the Act
• Behavioural Do’s and Don’ts for all employees
• Rights and obligations of Employers under the law
• Practices on how to make workplace safe and secure from Sexual Harassment
• Clear understanding of different forms of sexual Harassment with case studies

Duration
2 hrs
Methodology
Online Learning
For Whom
All Employees

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Hospital Experience Program

Purpose

Fortis Hospital Experience Program aims to build an insightful understanding into the functioning of hospital
services/operations and the existing realities & challenges in delivering high quality healthcare services for
employees with a non healthcare/medical background. By leveraging the learning’s, perspectives, insights gained
from the Hospital Experience Program, in their day to day functioning, participants will be enabled to add more value
and facilitate the organizational purpose of “Saving & Enriching Lives”

The five day hospital based training program aims to provide an experience of ‘what life in a hospital is like’ and
further enhance understanding of hospital operations and scope & functioning of business functions (clinical & non
clinical) in a hospital.

Duration

5 days

Methodology
• 5 day hospital - based training ( including night shift on Day 5)
• Immersive (hands-on ) experience in the daily operations of a hospital
• Learner led - Experiential Learning – Learn by doing observing & shadowing

For Whom

Support Office employees/ Executives (non-medical background/ non hospital background)

Program Benefit
• Provide enhanced understanding of hospital operations and functioning of all departments
• Appreciate and have hands – on experience “ what life in a hospital is like”
• Better appreciate the contributions of various functions and roles in delivering distinctive patient care
• Better apply the learning’s/ insights gained from HEP experience to the day to day working at Support
office

.

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Service Excellence

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One Fortis’ Service Excellence

Purpose
To build a service-focused organization by embedding service philosophy (into every aspect of the organizational
culture and transforming the patient experience at Fortis.

Context
Healthcare providers today are not only being preferred/evaluated on clinical outcomes but also on their ability to
deliver patient centered care. While we strive to deliver best possible patient experience there is an acknowledged
need to upscale our capabilities to provide patients & their attendants with compassionate patient care at all
touch points. Raising the bar on creating & sustaining a culture of Service excellence is critical. Infusing patient
centric, service oriented mindset and skills in our front ending employees will further augment our progress in
achieving excellence in service delivery.

The Service Excellence - One Fortis initiative will through training & skill building enhance the capabilities of our
front ending employees in providing compassionate patient centric care .
Our Service Philosophy embodying the ethos of ‘Patient Centricity’ – ‘Connecting with Care & Compassion for best
outcomes’ formulates the framework for the Fortis Service Excellence Curriculum.

The curriculum comprises of globally recognized healthcare models & proven practices like AIDET& LEAP * which
build essential skills for effective service delivery, behaviors, patient communication & service recovery. The
training curriculum comprises of seven classroom based modules, each of which addresses an essential delivery
aspect

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Patient First Module

Purpose
The module aims to enhance understanding and appreciation of the importance of Service Excellence & 3Cs –
‘Commitment’, ‘Care’ and ‘Compassion’ for effective Patient Care.

For whom
Front Line Employees

Duration
4 hours

Methodology
Classroom Session

Program Benefits
At the end of the program the participant will have

• Reinforced the attitude of service (‘service’ means contributing to the lives of others)
• Absorbed the key messages:

-Every patient interaction to be a moment of magic
-Make patient’s day the AIDET Way
-Listen to connect; empathize to realize
• Enhanced their skill in- Using AIDET (Acknowledge, Introduce, Duration, Explain, Thank You) and Active
Listening (with empathy and compassion)

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LEAP Module
The module aims to enhance skills of effectively handling difficult/ distraught patients & situations by
demonstrating empathy & LEAP (Listen, Empathize, Apologize, Provide Solutions) behaviors

For whom
Front Line Employees

Duration
4 hours

Methodology
Classroom Session

Program Benefits
At the end of the program the participant will have

• Reinforced the attitude of service (means contributing to the lives of others)
• Absorbed the key messages:

-LEAP out to draw in
-Listen to connect; empathise to realise
• Enhanced their skill in Active Listening (with empathy and compassion), Apologising authentically, Providing
solution (with a caring attitude)

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Telequette- Telephone Skills & Etiquette Module

The module aims to enhance understanding of the fundamentals of providing high quality customer service over
the telephone & creating the right business image while skillfully managing a range of caller behaviors. The
purpose of the module is to equip participants with the necessary telephone management skills & knowledge to
develop and nurture a relationship of trust and support with internal & external stakeholders

For whom
Front Line Employees

Duration
2 hours

Methodology
Classroom Session

Program Benefits
At the end of the program the participant will have

• Reinforced the attitude of service (contributing to the lives of others)
• Absorbed the key messages:

-My voice; my service attitude
-Welcome, Respond, Inform
-Smile ☺ and follow stages of a call
• Enhanced their skill of using the four-stage process of responding to a call

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Corporate Image and you Module
Purpose
The most obvious and best impression of an organization’s image on the outer world stems off from the image
presented by employees in that company. It is important that employees should not just look presentable, but also
should be able to communicate and behave in a professional manner. The program aims to equip participants with
knowledge & skills which are important for business environment grooming.

For whom
Front Line Employees

Duration
3 hours

Methodology
Classroom Session

Program Benefits
At the end of the program the participant will better understand

For the Individual

• Working in a corporate work environment
• Dress code for working in a corporate hospital
• do’s and don’ts’ s and security aspects related to use of electronic equipment like cell phone,

computers, attendance systems
• appropriate voice modulation, tone, body language and pleasantries while dealing with customers

For the Organization

• professional employee who adheres to the business standards of the organization
• alignment to Fortis brand image

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Art of English Language Module

Purpose
The module aims to develop and improve business english skills of employees to enable them to communicate
more effectively with co-workers and customers enhancing efficiency and customer service delivery.

For whom
Front Line Employees

Duration
40 hours

Methodology
Classroom Session

Program Benefits
At the end of the program the participant will have

For the Individual
• Speak with minimal grammar mistakes
• Build vocabulary that will enable effective conversation with customers
• Confidence while interacting with customers in English.

For the Organization

• English language barrier limiting the scope of interaction minimized
• More customer connect using english as a medium of expression
• Confident employees who can speak English

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Corporate Grooming Module

Purpose
The module aims to provide greater awareness & alignment with grooming standards of Fortis and help the
participants increase their poise and confidence during professional interactions.

For whom
Front Line Employees

Duration
3 hrs

Methodology
Classroom Session

Program Benefits
At the end of the program the participant will have

• Reinforced the attitude of service (contributing to the lives of others)
• Sharpened their appreciation of ‘grooming’, and its importance in establishing connection with the

customer
• Absorbed the key messages:

-Wearing right brings delight
-Wear your pride in your stride
-Simple steps to an impactful you
• Enhanced the way they present themselves and provide a sense of reassurance to the customer

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Before you hit the send button (Email Etiquette Module)

Purpose
To write well-structured, compelling emails that get a positive response from patients and colleagues. Apply
writing and formatting skills to further engage your recipients and deepen your ability to persuade. To learn the
dos and don’ts of professional email writing, so personal and brand image is enhanced

For whom
Front Line Employees

Duration
3 hours

Methodology
Classroom Session

Program Benefit
At the end of the program the participant will have

• Better understand how to organize content/material ( key message, call to action) with focus on brevity
• Better appreciate usage of accurate spelling and grammar while writing emails
• Be aware of the pre-defined features like to, cc, bcc, from , to and subject line in email and their

importance and usage
• Usage of salutations and importance of adding signature in emails
• Adherence to response timelines

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Impacting Service Behavior on Floor
Impacting Service Behaviour (ISB) on the floor is a learning initiative that catalyzes impact on service behaviors by
facilitating on the job learning & application of skills. The initiative entails on- the-floor observation of participants
by trainer and department heads post a service excellence training program to provide feedback and guidance. On
the floor observations are made on over 20+ micro behaviours entailed in each of the service excellence modules.
Post analysis of all the observations under ISB, as corrective actions under each of the demonstrated service
behaviours is initiated.

For whom
All participants attending service excellence programs

Duration
1.5 hrs

Methodology
Post training structured on-floor observation, feedback, guidance and action planning

-Moment of Truth (Individual based learning) - 60 min per participant (20-30 min for observation & 20-30
min for feedback)

-Hall of Fame (Group based learning) – 90 min (20-30 min for observation & 60 min for group feedback)

Benefits

For Participants

- Reinforcement of program learnings

- Opportunities to receive feedback on the application/ efficacy of new service behaviors/ skills
demonstrated on the floor

- Share challenges/issues in application of learnings on the floor & explore solutions

- Guidance & support to facilitate application of learnings on the floor & individual attempts at change

- Create an enabling envoirnment to sustain & stabilize changed behaviours

For Organization

- Demonstration of improved service behaviours on the floor leading to enhanced patient experience &
distinctive patient care

- ‘Purpose –led ‘workforce that resonates with the organizational vision of ‘Saving & Enriching lives’

- Building a Service-Focused Organization

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Communicating Care

Purpose
The comprehensive module aims to enhance the skills of communicating care & better appraise new nurses
about desirable service behaviour to better deal with patients / patient attendants , clinicians and stakeholders.
The program is an intense skill based program focusing on improving skills of applying AIDET, LEAP, Grooming,
Hand hygiene, ISBAR, responding to FAQ’s on real time scenarios. The program is a part of Nursing Induction
Training Program

For Whom
New joinees ( Nurses)

Duration
3 days

Program Benefit
At the end of the program the participant will

• Enhance skills of applying AIDET & LEAP to better communicate care to patients & attendants
• Enhanced the way they present themselves (grooming)
• Enhance skills & know how of handling FAQs while interacting with patients & attendants
• Apply ISBAR for effective communication with clinicians

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Grief Counselling Program

Purpose
The program aims to enhance the basic counseling skills of our colleagues in front-end roles, to enable them to
better their deal and communicate with patients and their attendants in situations of death and grief

For whom
Patient Welfare Officers, Nursing Supervisors and Educators, Admin staff

Duration
4 Hrs

Methodology
Classroom session with a mix of Interactive presentation, simulations, role-plays

Program Benefits
At the end of the program, the participants will have

• Enhanced their skills of listening and empathy and providing adequate support
• Better understanding of scope, boundaries and appropriateness of applying techniques of dealing with

grief
• Learnt steps of basic counselling skills for better dealing with patients/patient attendance in situation of

death and grief
• Enhanced sensitivity / empathy in deploying administrative processes

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Fortifying Patient Experience
Purpose
The program aims to strengthen the efforts of Patient Welfare team across Fortis to enhance patient satisfaction
leading to superior patient experience

For Whom
Patient Welfare Team

Duration
2 Days

Methodology
Classroom session with a mix of Interactive presentation, simulations, role-plays

Program Benefit
At the end of the program, the participants will have

• Enhanced connect with patients & attendants
• Better self-awareness to provide superior patient experience
• Higher capability to deal with complex and difficult situations

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Journey towards Excellence
Purpose
The Service Excellence - One Fortis initiative enhances the capabilities of our front ending employees in providing
compassionate patient centric care . Journey towards Excellence aims to reinforce the attitude of service &
requisite skills to deliver superior patient experience & care

For Whom
All employees

Duration
1 Days

Methodology
Classroom session with a mix of Interactive presentation, role-plays

Content
The program contains the following modules

• AIDET ( connecting & communicating effectively with patients)
• LEAP (handling irate/dissatisfied patients & difficult situations)
• Fortis Grooming Standards
• Telephone Etiquettes

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Servitude

Purpose
To better familarize participants to service oriented mindset & attitude which is integral to providing patient
centric care

For Whom
All employees

Duration
2 hrs

Methodology
Classroom session with a mix of Interactive presentation, simulations, role-plays

Program Benefit
At the end of the program, the participants will have a better

• understanding a service mindset & service oriented attitude
• characteristics of customer service oriented behaviours in healthcare industry
• awareness and willingness to respond to customers in order to respond to and meet their needs,

requirements and expectations.

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Service Excellence Capability Development Project
Purpose
Service excellence capability projects entail focused training intervention for improvement of patient care results
& are based on inputs from Impacting service behavior assessments, feedback surveys, leadership felt needs etc.

For whom
Teams involved in improving patient centricity parameter

Duration
As per project requirement

Benefit

• Structured problem solving to improve service outcomes
• Caters to identified business specific patient experience ‘pain or creating beyond expectation service’ area
• Project based intervention focusing on target group/function
• Shared approach involving all stakeholders to intensify patient centricity

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Behavioral Skills Development

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‘ How to ……………….’ Series Program

Purpose

To provide combination of inputs on knowledge of tasks/ processes, skills and behavioral to enhance efficiencies at
job. The short duration learning programs focus on achieving the objective by solving targeted /specific problem in
hand versus general soft skills programs

For Whom
Frontline Staff, Supervisors, Grade 1A & 1B

Duration
2 - 4 hrs

Programs
i. How to work better with other departments
ii. How to plan your daily work better
iii.How to conduct oneself in patient facing scenarios
iv.How to explain/inform treatment/procedures to patients effectively
v.How to mentor (nurse) effectively
vi.How to be mindfully empathetic at work
vii.How to conduct an effective performance appraisal
viii.How to manage competing demands/tasks
ix.How to be an effective representative of your unit
x.How to conduct effective meetings
xi.Reflecting through empathy
xii. How to be an effective guardian
xiii. How to be an effective MOD

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How to work better with other departments/colleagues

Purpose
The program aims to foster better understanding between departments & entails two departments to come
together to better understand the functioning of each other’s department & resolve challenges of working
together

For Whom
• Nursing & Pharmacy
• Nursing & Billing
• PCS & Billing
• Any other (2 departments only)

Duration
2-3 hrs

Program Benefits
At the end of the program the participant would have

• enhanced their awareness about functioning & challenges of other departments
• sensitivity & responsiveness to other dept. whilst achieving respective functional goals

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How to plan your daily work better

Purpose
The program aims to enable participants with the help of their reporting managers to plan, prioritize, manage self
& tasks better at work

For Whom
Front line Staff

Duration
2-3 hrs

Program Benefits
By the end of this program, the participants would have

• enhanced their ability to plan and schedule the day better

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How to conduct oneself in patient facing scenarios

Purpose
The program aims to enhance awareness on verbal & nonverbal behaviors to be demonstrated during patient
interactions to convey care

For Whom
Frontline Staff

Duration
6 hrs

Program Benefits
By the end of this program, the participants would

• better demonstrate non-verbal behaviors that convey care/compassion , respect , empathy & service
attitude to patients

• enhance awareness of verbal statements/phrases that convey care & respect to patients /attendants
• be better aware of do’s & don’t’s while conducting oneself in patient facing scenario

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How to explain/inform treatment/procedures to patients effectively

Purpose
The program aims to enhance communication of healthcare care givers with patients, conducted along with
functional trainers the program aims to enhance the ability to provide explanations/ information for various
processes and procedures to patients

For Whom
Nurses, Paramedics, Technicians

Duration
3 hrs

Program Benefits
By the end of this program, the participants would enhanced

• ability to provide effective explanations for the following processes and scenarios:
I. Initial Assessment
II. IV Cannulation
III. Educating/briefing vulnerable patients

IV. Medication

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How to mentor (nurse) effectively

Purpose
The program aims to enhance awareness on mentoring process and the role of a mentor keeping focussing on real
time interactions/process

For Whom
Nurse Incharges & Supervisors

Duration
3 hrs

Program Benefits
By the end of this program, the participants would enhance their

• ability to appreciate the roles and responsibilities of a mentor
• skills on active listening
• skills to give feedback

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How to be mindfully empathetic at work

Purpose
The program aims to enhance ability to respond empathetically to patients and attendants by going deeper than
communication skills and exploring feelings, alertness , awareness (mindfulness) of participants

For Whom
Frontline Staff

Duration
3 hrs

Program Benefits
By the end of this program, the participants would enhanced their ability to

• understand the relationship between Mindfulness and Empathy
• respond empathetically to patients and attendants around them

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How to conduct an effective performance appraisal

Purpose
The program aims to equip the managers to effectively hold a performance appraisal discussion

For Whom
Managers

Duration
4 hrs

Program Benefits
By the end of this program, the participants would enhance their

• understanding of significance of performance management process
• Fortis Performance management process
• ability to effectively hold a performance appraisal discussion

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How to manage competing demands/tasks

Purpose
The program conducted along with line managers aims to enhance ability of participants to respond effectively to
competing tasks at workplace by planning work schedules & prioritizing tasks

For Whom
Frontline Staff

Duration
3 hrs

Program Benefits
By the end of this program, the participants would enhanced

• ability to respond effectively to competing tasks at the work place

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How to be an effective representative of your unit

Purpose
The program aims to enable participants to better conduct themselves in keeping with the Unit’s Standard of
Behavior by combining AIDET , LEAP (communication frameworks based on service oriented behaviours) and do’s
and don’ts of nonverbal behaviours

For Whom
Frontline Staff

Duration
4 hrs

Program Benefits
By the end of this program, the participants would enhanced their

• ability to conduct themselves in alignment with the Unit’s Standard of Behavior
• awareness of non-acceptable service behaviors

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How to conduct effective meetings

Purpose
The program aims to help participants to effectively conduct outcome-based meetings. Through role plays
participants learn how to conduct different types of meetings such as information sharing, idea generation,
decision making

For Whom
Supervisors, Managers

Duration
3 hrs

Program Benefits
By the end of this program, the participants would enhance their skill of conducting

• outcome based meetings.
• different types of meetings.

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Reflecting through empathy

Purpose
The program brings together different departments (observing each other,role playing, interpreting & finding
solutions together in presence of leadership team ) to help participants respond empathetically to patient &
others ( departments) by better understanding mindsets/concerns & challenges of others

For Whom
Any two departments

Duration
3 modules @ 2hrs per module

Program Benefits
At the end of the program the participant would have enhanced their ability

• to respond to the patient with Compassion, Care and Empathy.
• to delight the Patients and Attendants at all the levels of their Interactions in all departments
• understand the needs and issues of other departments by actually wearing their shoes.

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How to be an effective guardian

Purpose
To enhance the skill & mindset of nominated ‘Guardians’ to effectively connect/support with patients to achieve
desired health outcomes & patient satisfaction

For Whom
Nominated ‘Guardians’*

*Guardians are In-charges from different departments identified as special SPOCS for their respective wards Each of these identified SPOCS are
chosen as that one person who will be able to provide personal assistance to the patient & his/her family, ensuring they have a helping hand
within the system that can address all their issues during their stay.

Duration
4 hrs

Program Benefits
By the end of this program, the participants would enhance their

• ability to appreciate the role as a Guardian
• skills in using AIDET (Acknowledge, Introduce, Duration, Thank You) & LEAP (Listen, Empathize, Apologize,

Problem Solving)

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‘How to be an effective MOD’

Purpose
The program aims to enable participants to better conduct the MOD duty with enhanced knowhow of dealing with
critical situations such as LAMA, patient death , accidental case with Knowhow of operational processes being
provided by functional experts

For Whom
Nominated MODs

Duration
3 hrs

Program Benefits
At the end of this engagement, the participants would have enhanced their ability to better handle following
processes and scenarios

• LAMA Situation
• deal with patient’s attendant in case of patient death
• deal with ECHS Patient in emergency
• respond to patients accidental case situations
• knowhow of operational processes (Escalations, SOPs, Irate patients, Critical and high value

Medicines approval, etc)

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Platform Skills
Purpose
The program focuses on enhancing the platform/public speaking skills for delivering effective presentations

Duration
7 hrs

Methodology
Classroom sessions

For Whom
Supervisors, Nursing in charges

Program Benefits
At the end of this engagement, the participants would have enhanced their

▪ knowledge of essential ingredients for an effective presentation
▪ skills in using body language, voice and tone effectively while presenting
▪ knowledge of using PowerPoint and flipchart effectively
▪ awareness of individual strengths and development areas, while delivering a presentation

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Feedback Skills
Purpose

The program aims to equip managers to provide objective & effective feedback to their team members .The
training focuses on creating impactful feedback messages, both positive and constructive, and involving the team
member in the feedback discussion.

Duration
6 hrs

Methodology
Class room session

For Whom
Supervisors, Nursing in charges

Program Benefits
At the end of this program, the participants would have enhanced their

• proficiency of preparing impactful feedback messages
• skills of conducting effective feedback discussions
• ability to handle reactions to feedback

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Learning Path

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Learning Path

Plug & Play Program Design Template

The plug & play program design template provides opportunity to leverage the existing training
solutions by identifying, selecting & organizing learning offerings to address the learning objectives.
Learning path is described as the chosen route, taken by a learner through a range learning offering,
which allows them to build knowledge progressively. The value of learning paths is that learners gain
knowledge through a unique, sequenced and structured learning route tailored for the user.

Sample- Learning Program Design for enhancing effectiveness of pharmacist

Current State Conceptual gap Human gap Technical gap Desired State

do not anticipate, planning interpersonal, oracle indenting timely delivery, zero
reactive, delay in service skills workflow escalation, proactive,
delivery, do not smile/ planful
display welcoming
behaviour

Available 1 2 3 4 5
Programs/
modules for How to plan How work AIDET Oracle ---
selection your day better with Indenting
better Workflow
others

Objective : Deliver services with client satisfaction

Scope : Pharmacist

Name of Program : Effective Pharmacist

For internal circulation of Fortis Healthcare Ltd.. The document shall not be reproduced in whole or in part,
distributed or published for any purpose without prior approval of FHL Learning & Development Team

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Appendix

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Appendix

1.1 Unit L&D Team Details

S No Name Region Physical Location Contact No Email Address
[email protected]
1 Ms. Shivani Dhir NCR Fortis Memorial Research 8588007449 [email protected]
[email protected]
Institute - Gurgaon [email protected]
[email protected]
2 Mr. Vikrant NCR Fortis Ft. Lt. Rajan Dhall 8860201428 [email protected]
[email protected]
Katoch Hospital - Vasant Kunj [email protected]

3 Ms. Priyanka NCR Fortis Escorts Hospital - 9953496151 [email protected]
[email protected]
Sharma Faridabad [email protected]
[email protected]
4 Ms. Hansveen NCR Fortis Hospital - Shalimar 9899869213 [email protected]
[email protected]
Kaur Bagh [email protected]
[email protected]
5 Lamea Nehal NCR Noida 8010402824 [email protected]
[email protected]
6 Mallika Singh NCR FEHI Okhla 9990922230 OM
[email protected]
7 Ms. Sonali NE Fortis Hospitals Anandpur 9836361996 [email protected]
Ghosh NE Fortis Hospital - Mohali 9216232232 [email protected]

8 Ms. Kanwal NE Fortis Hospital - Ludhiana 8146170101
Inder Kaur NE 8440892947
Sandhu NE Fortis Escorts Hospital - 8054529179
Jaipur
9 Mr. Shrikant Amritsar
Juneja

10 Mrs. Daljeet
Kaur

11 Arti Anand

12 Ms. Tanaya SW Fortis Hospitals Mulund 9619484736

Bandkar

13 Mrs. Ajitha SW Fortis Hospitals Cunningham 9900236817
Road 979072230
Baburaj Fortis Malar Hospital - 9167264673
Chennai 7276355113
14 Ms. Vamci SW Fortis Hiranandani Hospital,
Vashi
Priyanga D Kalyan

15 Mrs. Pooja Sen SW

16 Anita Gaykar SW

17 Prathiba BS SW Nagarbhavi,Rajajinagar 9844194086

18 Suryashweta SW BG Road 9028597390

19 Praveen SW CG Road 9632293293
Fortis Lafemme Bangalore 9986527664
Jayasimha LAF Delhi 7889974940

20 Mrs. Pankhuri LAF

Ravi Agarwal

21 Iqra LAF

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1.2 Nursing Leadership Program

Content Covered

Administrative Modules:

Behavioral Modules:

Feedback Skills
Platform Skills
Functional Modules:

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1.3 Functional Peer Exchange ( unit level)
Content Covered
Nursing

• Overview of Nursing Services across the facility
• Understanding Nursing Structure, Processes & Outcomes ,various strategies & audit tools.

1. Nursing Administration
2. Nursing Manpower Planning
3. Nursing Education
• Strategies implemented to achieve improved customer satisfaction index
1. Medical
2. Administrator
3. Patient Experience
4. Human Resources & Training
5. Nursing Engagement strategies
6. Quality
• Nursing Quality Management
1. Strategies employed to encourage blame free culture. Its impact on self-reporting of incidents &

errors e.g. Medication errors, ethics & medicolegal implications.
2. Methodology adopted in compliance to customised / Individualised Nursing care Plans.
3. Nursing Structure & Processes identified to conduct audits .
4. Parameters monitored – methodology of capturing data & (Use of various checklists)
5. Analysis of data.
6. Impact of specialty Nurses i.e. Cardiology, Renal, Orthopaedics, Neurology, Oncology etc. on

overall quality improvement.
7. Role of an Infection control Nurse & Link Nurses
8. Demonstration of Nursing Empowerment amongst Quality Nurse, ICN, Specialty nurses & various

other cadres to promote nursing quality.
9. Nurses as Patient Advocates – Patient Education & Counselling.
10. Escalation Matrix – Emergency Codes
11. Innovative measures used to promote Nursing Quality & Patient Safety.

Medical Services

• Understanding the Scope of services provided, Centres of excellence within the facility & their USP
• Overview of departments

1. Medical Operations
2. ICU
3. OT
4. ER
5. Statutory Compliances
6. MRD
7. Biomedical
8. CSSD
9. Quality
10. Clinical outcomes
11. Clinical pathways
12. MST

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13. MDT’s
14. ICU, OT communication
15. LAMA – Process and learnings
16. Medico – Legal – ongoing matters and learnings
17. Clinical Excellence – Clinical outcomes, Clinical pathways, Monitoring and Reviewing
18. Clinician Engagement – Activities: Panel /forums, One-One discussions with clinicians &

Operational, Functional and Administrative support required

• Better understanding of strategies implemented to achieve improved customer satisfaction index

1. SCM
2. Administration
3. Quality
4. Nursing
5. Human Resources
6. Patient Experience
7. Biomedical

• Develop better understanding of various Administrative functions and departments
1. Department wise cost control measures/opportunities
2. Scheduling monthly expenses for Biomedical(AMC/CMC), MRD and CSSD
3. Statutory compliances and regulations overview/licenses
4. Overview of monthly formats
5. SOP adherence and exception approvals
6. FOS overview and customer / patient service objectives
7. Improve customer quality by studying, evaluating, and redesigning processes

Administration

• Overview of Non-medical services across the facility
1. Patient Care Services
2. Housekeeping
3. Engineering & Maintenance:
4. F&B
5. Security
6. Information Technology

• Deep Diving into the various administration activities
1. Involvement of HODs in various meetings
2. Opex and capex budgetary planning
3. Scheduling monthly expenses
4. Statutory compliances and regulations overview/licenses, liaisoning with various government
authorities
5. Attending various departmental meetings (e.g. weekly meetings, discharge meeting, Patient
Experience Meeting, cost control meeting,
6. SOP adherence and exception approvals
7. FOS overview and customer / patient service objectives by foreseeing requirements, Service quality
standards and their
implementation
8. Department wise cost control measures/opportunities identification and implementation

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9. Exploring various income generation opportunities/Areas identification and implementation
10. Overview of monthly formats

• Better understanding of strategies implemented to achieve improved customer satisfaction index

1. Patient Care Services
2. Supply Chain Management
3. Medical
4. Patient experience
5. Human Resource
6. Nursing
7. FOS
8. Quality
9. Finance

Human Resources

1. Department wise manning and understand Manning efficiencies including for Outsourced staff –
Housekeeping and Security.

2. Compensation benchmarks for various functions, bands.
3. Manpower Productivity Indices
4. HR database management and Oracle HR Modules utilization.
5. Unique R & R Practices.
6. Understand key Employee Retention Methods – Doctors, Nursing, Paramedics and Non-Medical.
7. Visit to Nursing Hostel
8. L & D: Understand unique development programs being done for Doctors, Nurses, Paramedics and non-

medical.
9. Key Specialties in the unit. Doctor Remuneration Models – specialty wise payout as % to Revenue.
10. Clinician Selection and Engagement practices.
11. Statutory Compliances
12. Employee Engagement
13. Recruitment

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• Overview of services across the facility

FHL Learning & Development

• Develop better understanding of PE Department Structure, Processes & Outcomes through
implementation of various strategies & audit tools

• Deep dive into PE activities
1. Patient Experience Manpower planning
2. Patient Feedback handling
3. Patient Experience trainings
4. Better understanding of attendant needs and Best Practices for attendant engagement
5. Identification of Best Practices

• Better understanding of strategies implemented to achieve improved customer satisfaction index
1. Medical
2. Quality
3. HR &Training
4. Nursing
5. Administrator
6. Supply Chain Management
7. Biomedical

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Distribution & Access

You could access a copy of this compendium from any of the below sources

I. Unit HR Head
II. Unit L&D Head
III. Regional HR Head
IV. Regional L&D Head
V. Support office HR
VI. Support office L&D
VII. Fortis Intranet
VIII. Workplace @ Fortis

Please Note – The compendium is for internal circulation of Fortis Healthcare Ltd . The document shall not be
reproduced in whole or in part, distributed or published for any purpose without prior approval of FHL Learning &
Development Team

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For internal circulation of Fortis Healthcare Ltd. The document shall not be reproduced in whole or in part,
distributed or published for any purpose without prior approval of FHL Learning & Development Team

FHL Learning & Development P a g e | 97