At THE WEEK Best Hospitals Awards 2024 in Hyderabad, a session titled “The Pursuit of Quality” brought together distinguished leaders in healthcare and public service. The discussion revolved around leading healthier lives and enhancing the quality of health care.
The panel featured eminent personalities like Dr Sudarshan Ballal, chairman, Manipal Hospitals; Dr Santosh Shetty, CEO, Kokilaben Dhirubhai Ambani Hospital and Medical Research Institute; Dr Sajan Nair, CEO, Zydus Hospital; Dr Shailesh Jhawar, director, Apex Hospital; Dr Jalanchari Ella, head of corporate strategy, Bharat Biotech; and C.V. Anand, police commissioner, Hyderabad.
The session, moderated by Stanley Thomas, chief news editor of THE WEEK, delved into the ways of achieving quality in health care, and how to prioritise well-being.
Dr Ballal remarked on the evolving definition of quality in healthcare: “When I was growing up, quality meant the clinical excellence of doctors. Now, the concept has shifted to being quality-driven rather than person-driven. For instance, the experience of undergoing an appendectomy can vary significantly across hospitals; this inconsistency must change, he said.
Dr Shetty emphasised the importance of consistency and standardisation: “To achieve repeatability in high-end treatments, we focus on both pre- and post-hospitalisation care. We have developed robust telemedicine systems and outreach programs, including cancer centres, to ensure holistic care. It’s a blend of technology and outreach.”
Dr Sajan Nair highlighted the patient journey. “When a patient is admitted, they interact with various individuals, each responsible for a specific aspect of quality. For rural patients, the journey is even more complex. Corporate patients often rely too much on internet-based advice, which creates challenges.”
Dr Shailesh Jhawar reflected on decision-making in health care: “As physicians, we are part of an ecosystem that demands rapid decisions. Quality care is the fabric that binds the system. While outcomes may vary for different stakeholders, our focus must remain on delivering inherent value.”
Dr Jalanchari Ella spoke about India’s vaccine quality and delivery systems: “India excels in vaccine production and dissemination, surpassing many Western countries in this regard. Standardisation and continuous practice are key to maintaining quality.”
Dr Shetty further elaborated on the role of technology, “Advances in technology have allowed us to deliver high-quality imaging within 15-20 minutes, a process that previously took much longer. We strive to balance affordability and excellence, subsidising costs for those in need through donations and cross-subsidisation.”
'Less biryani, more accountability'
C.V. Anand, Hyderabad’s police commissioner, discussed the parallels between quality in health care and public service. Highlighting the challenges of managing Hyderabad’s dynamic population, he said, “For a city with 80 lakh people and only 15,000 police personnel, maintaining consistent quality of service is a challenge. We ensure accountability through standardised procedures, such as rapid crime response systems and safety measures for women. A policeman’s duty is 24/7.”
Anand, a former state-level cricketer and fitness enthusiast, also shared his health mantra: “I tell my juniors that physical fitness is paramount. I emphasise healthy eating; less biryani, more millet-based and vegetarian diets. Yoga and weight training are essential, especially after 35, as muscles must support your body.”
Adding humour, Dr Ballal quipped, “I have tucked in my tummy and am still wearing the same blazer I bought 20 years ago. I commend Anand’s focus on the health of his team.”
The session ended with a shared vision of building a healthier, more inspired nation.
