Driving quality across the healthcare sector

Medical tourism is one of the fastest growing sectors in the Indian economy and India has established itself as a pioneer and a hub of global medical tourism. Forecasters predict the medical tourism market will grow at a Compound Annual Growth Rate (CAGR) of more than 20% between 2023 and 2027 to more than US $35 billion, from US $6 billion today. 

With India’s ambition to become a medical tourism hub to help eliminate healthcare disparities across the globe, it is likely to play a central role in global healthcare delivery. Accordingly, making sure that India’s healthcare organisations have a roadmap to ensure efficient treatment and care pathways that ultimately improve outcomes for patients and healthcare professionals can bring enormous benefits. 

Within the healthcare system in India, cultural and resource barriers can impede the adoption of a people-centric approach to quality. A 2020 study identified that hierarchical culture and communication gaps are significant barriers to effective patient-centred care in Indian hospitals. Limited financial resources can also restrict the ability of hospitals to invest in quality improvement initiatives and staff training. The World Bank reports that India’s healthcare expenditure is about 3.5 per cent of GDP, which is relatively low compared to global standards, impacting the ability to improve healthcare quality and infrastructure. Yet continual improvement, driven by patient needs, rather than regulatory compliance, is vital for success in effective quality management, as are clear assessment criteria and defined roles for all hospital staff. 

So how can organisations drive up quality across the healthcare sector and ensure the delivery of patient-focused care that ultimately benefits all? Government incentives could play a role in encouraging more hospitals to seek accreditation and certification to demonstrate healthcare quality, which in turn will enhance overall healthcare standards. 

BSI recently published global guidance designed to improve the experience of patients by embedding high quality across healthcare. Certification to this international standard is currently being piloted at three hospitals in India (Annai Velankanni Hospital, Thirunelveli; Dr.Mehta’s Hospital, Chennai; Kavery Hospital, Chennai). Dr Vijay Agarwal, President of Consortium of Accredited Healthcare Organization (CAHO), which supports several healthcare organisations in India commented, “We believe in collective synergy and are happy to be working alongside BSI towards onboarding hospitals in obtaining ISO 7101 certification that demonstrates a hospital’s commitment to continuous improvement and its pursuit of excellence in healthcare delivery.”

The global guidance, the first-ever international consensus standard on healthcare quality, focuses on creating and maintaining processes that ensure timely, safe, effective, equitable, and people-centred care, helping organisations meet statutory and regulatory requirements, and ensuring there is the opportunity both to enhance the service user experience during care and to continually improve healthcare quality. It serves as a robust foundation for healthcare organisations dedicated to delivering superior healthcare outcomes. CAHO’s Dr Lallu Joseph, Quality Manager and Assoc. GS, CMC Vellore, Secretary General adds, “ISO 7101 represents a groundbreaking milestone as the first management system standard dedicated to ensuring quality within healthcare organisations, co-created with stakeholders and health care leaders from across the globe. It establishes a comprehensive framework for a systematic approach to achieving sustainable, high-quality health systems. This collaborative effort has notable contributions by CAHO with Dr. Anuradha Pichumani (Chairman Quality Professionals – CAHO and Executive Director – Sree Renga Hospital) and me representing the hospitals in India of CAHO, alongside various other stakeholders. 

This pilot study encompasses a comprehensive process that includes conducting a gap analysis, implementing necessary changes based on gaps, a timeline for implementation and resources required to attain compliance to standards.” 

This code of practices’ comprehensive alignment with leading accreditation bodies such as the National Accreditation Board for Hospitals & Healthcare Providers (NABH) in India, and other prominent international standards ensures a cohesive approach to quality and safety. Dr Girdhar Gyani, Director General at AHPI, which represents the majority of healthcare providers in India, commented: “Quality Management Standard, ISO 9001 has been in use since 1983 as a robust foundation for creating system-based organisations, and in time, it leads to institutionalising of quality culture. However, 9001 being generic standard, it found very limited application in healthcare sector. ISO 7101 bridges that gap and hospitals will find it easy to adopt. In addition, it will provide the perfect foundation before hospitals may like to go for accreditation like NABH.”

By adopting this standard, healthcare organisations will be well placed to streamline their compliance processes and enhance their operational efficiency. This alignment is designed to not only facilitate a seamless integration of best practices but also to foster continuous improvement, which has the potential to ultimately lead to enhanced patient care and satisfaction. Dr Sunil K Khetarpal, Director at AHPI, adds “Quality in healthcare is not merely about meeting standards; it’s about exceeding expectations through a commitment to patient-centred care and continuous improvement. By embracing international standards like ISO 7101, the first international consensus standard for healthcare quality management, we can transform healthcare delivery, enhance patient outcomes, and build a more resilient and effective healthcare system.”