Quality Management — Continuous Improvement in Patient Care
Patient satisfaction is at the heart of our Quality Mission. Our Quality Management Program goes beyond accreditation and certification requirements, focusing on continuous improvement in patient care and safety.
We monitor clinical and non-clinical performance through more than 100+ quality indicators and conduct regular internal and external quality audits. Periodic mock drills help assess the effectiveness of policies, procedures, and emergency preparedness. Our proactive risk management system enables early identification and prevention of potential risks, while our digital incident management platform promotes a culture of safety by encouraging learning and improvement from reported incidents.
Quality improvement is driven through the active involvement of Management, Doctors, Nurses, and Staff members. Regular clinical audits help evaluate patient outcomes and ensure adherence to evidence-based clinical guidelines. Dedicated professionals, including Safety Officers, Quality Champions, Quality Managers, Risk Managers, Link Nurses, and Infection Control Teams, provide accountability and leadership for quality initiatives across the organization.
Our digital medication management system supports safe medication practices, while Clinical Pharmacists provide effective medication counseling, helping patients understand their medicines, clarify concerns, and participate actively in their treatment.
Most importantly, we believe that quality care is built on partnership. Our team remains approachable and accessible, encouraging patients and families to share feedback, raise concerns, and participate actively in their healthcare journey. Through our unwavering commitment to quality, safety, compassion, and patient satisfaction, we strive to provide an exceptional healthcare experience for every patient, every time.
2025 Data Summary
| Name of Parameter | Outcome |
|---|---|
| Catheter Associated Urinary Tract Infection Rate (CAUTI) | Less than 1% |
| Ventilator Associated Pneumonia Rate (VAP) | Less than 1% |
| Central line Related Blood Stream Infection Rate (CLABSI) | Less than 0.5% |
| Surgical Site Infection Rate | Less than 0.5% |
| ER Initial Assessment Completed within | 10 minutes |
| Waiting Time for CT Scan | 15 minutes |
| Waiting Time for Laboratory | 15 minutes |
| Waiting Time for Pharmacy | 15 minutes |
| Turnaround time for Discharge (Insurance patients) | 5 hours |
| Turnaround time for Discharge (Cash patients) | 3 hours |
| Patient Satisfaction | 98.5% |
At our hospital, patients are at the heart of everything we do. We are committed to delivering safe, compassionate, ethical, and high-quality healthcare through continuous improvement, evidence-based practices, and active partnership with patients and families.
Patients comfort, dignity, safety, and experience matter to us — because every patient deserves exceptional care.
Patient Safety — Your Safety is Our Priority at Every Step of Care
Our hospital continuously strengthens patient safety through dedicated leadership, standardised processes, and active patient participation.
a. Safety Leadership
Dedicated officers oversee Patient Safety, Medication Safety, Radiation Safety, Facility Safety and Laboratory Safety.
b. Incident Reporting & Continuous Learning
We encourage reporting of incidents, near misses, and safety concerns to continuously improve care and prevent recurrence.
Your observations matter.
Patients and families play an important role in helping us maintain a safe and quality healthcare environment.
If you notice any act, condition, communication gap, delay, unsafe practice, hygiene concern, medication concern, or any situation that may affect patient care or safety, we encourage you to speak up immediately.
Ward Manager / Unit In-charge
Inform the Ward Manager / Unit In-charge for immediate support and resolution.
Guest Relations Manager (GRM)
If additional support is required, contact the Guest Relations Manager (GRM).
Quality Manager
If the concern remains unresolved, escalate to the Quality Manager for review and further action.
All concerns are handled respectfully, confidentially, and without affecting patient care. Your voice helps us improve and provide safer care for everyone.
Patient Rights & Responsibilities — Informed Patients Make Empowered Healthcare Decisions
✅ Your Rights
As a patient of KGH, you and your family have the right to:
📌 Your Responsibilities
As a patient, you have the responsibility:
Feedback and Grievance Mechanism — Your Feedback Helps Us Improve and Deliver Better Care
Patients and families may share compliments, suggestions, feedback, or grievances through:
- Grievance Redressal Mechanism (GRM)
- Patient feedback forms
- Direct communication with Guest Relation Team
- Written complaints or suggestions through Suggestion Boxes located near Reception
All concerns are reviewed confidentially and addressed within defined timelines.
Infection Prevention & Control — Creating a Safe Healing Environment is a Shared Responsibility
Our Infection Prevention and Control Program is led by the Infection Control Committee, Infection Control Officer, and Infection Control Team to protect patients, visitors, and healthcare workers.
Tips for Patients & Attenders
Help us maintain a safe environment:
- Wash or sanitize hands frequently
- Use PPE as advised by healthcare staff
- Follow isolation instructions when applicable
- Avoid hospital visits if experiencing symptoms of infectious illness
- Avoid bringing children as visitors unless essential and permitted by hospital policy to minimize infection exposure and maintain a safe care environment
Medication Safety — Safe Medication Practices are an Essential Part of Quality Care
Medication safety activities are supported by the Medication Safety Officer and Clinical Pharmacists (CPs).
a. Safe Medication Processes
Our medication safety measures include:
- Prescription review and verification
- High-alert medication safeguards
- Allergy documentation and monitoring
- Medication reconciliation during transitions of care
Clinical Pharmacists regularly review medication processes, conduct medication audits, and collaborate with healthcare teams to help ensure patients receive the right medicine, in the right dose, through the right route, at the right time, while reducing medication-related risks.
b. Patient Education
We believe informed patients are safer patients. Patients receive guidance regarding:
- Understanding prescriptions and medication instructions
- Possible side effects and precautions
- Safe medication storage and disposal
c. Medication Safety Initiatives
Additional safeguards include:
- Prevention of Look-Alike Sound-Alike (LASA) medication errors
- Reporting and review of medication-related incidents
- Pharmacy support for medication-related questions and assistance
Patient Advisory Council — Your Experience Can Shape Better Healthcare
Patient Advisory Council meetings are conducted regularly to encourage patients and families to actively participate in improving healthcare services. Interested patients, attenders, and family members may request to join the council.
During these meetings, members can:
- Share experiences and patient perspectives
- Suggest improvements in hospital services and patient experience
- Represent concerns, ideas, and recommendations on behalf of other patients, attenders, and visitors
- Participate in initiatives that support safe and quality patient care
Join the Patient Advisory Council
Click the link below to express your interest and join the Patient Advisory Council.
📋 Registration Form – Patient Advisory Council (PAC)