V. Clinical Service

(This category is for the medical or clinical side of “customer service”. Programs of patient centered care belong here as do those that demonstrate physician involvement and leadership)

CRITERIA: This award recognises programs of patient-centred care with a focus on clinical practice improvement with little or no capital outlay. The project could have been completed in any of the specialised areas of hospital management e.g. nursing, laboratory, radiology or in specialty clinics such as eye centre, renal centre etc. More weight is given to projects where clinical outcomes are measured and how well are these measurements used – or how involved where the physicians in the project.

Scoring Factors:
(These are not the entry questions)

  • Did the project improve the service of the hospital department or unit to its customers by way of better service, reduction of errors, reduced waiting time, and faster results?
  • Is it simple yet effective, something other departments can also adopt or adapt? Was there significant physician input?
  • Does it have significant results or outcomes?  Are these measurable? Are there testimonials, awards or other support to show impact on improvement of the department or unit's service?
  • The extent the project is prevention oriented, and how well it will reduce or eliminate the service defect. Will the benefits be long lasting?
  • Was the process and means by which the project was conducted adequate to meet its goals? Was the composition of the team about right? Were appropriate analysis tools used or was it only a matter of throwing money at the problem?