Concept Note For Project

.
Customer center health project

Oct 29 - 2020
1. Implementing entity and key partners

Customer center health project is a project planned to be implement at SPHMMC
which is legally registered government hospital functioning under federal ministry of
health. The project will be done by the fresh graduate GPs in coordination with quality
assurance sub unit of SPHMMC.
The fresh graduate GPs recruitment pool will target on those who have the capacity
and experience in project management and development. Previously experienced on
volunteer based organization and leading different tier of project is the aim of the
recruiters of this projects. On top of that, GPs who have certificate proven event
organizing ability, advocacy, workshop agenda setting, training delivery and who have
concept of organizational development are those preferred to be coordination this
project.
This project will be performed with term of reference between the project
coordinators, SPHMMC, FMOH and FMHACA. as those will be the main stakeholder in
the route.
This project can be taken as a pilot to expand it to the national wide
2. Background
In recent years, we have witnessed medical care practice going through essential milestones
and chief developments, especially in the western developed world. That cascade leads to
different measurable milestones amongst:
1. Corporate hospitals establishment which is equipped with the latest facilities
2. The advent of third-party payers (insurance companies, governments, companies, etc.);
increasing awareness among patients
3. Availability of information through the internet, and higher expectations of patient care,
and finally
4. The increasing litigations for unsatisfying results.
These factors have significantly challenged the health care and took- away from the
traditional concept of a noble profession toward a service industry (1, 2). The effect of
globalization with its opportunity global competition opens a door for patients to be more
couscous and anxious about quality of health they are getting (3). The nature of COVID19
pandemic also exposed the health system setbacks where it always leaved the health workers
at a blame.
prioritize in insuring quality medical care through increased patient’s satisfaction (2). Now a
days this component has become the distinguishing factor among the health care providers in
the market and is used as a tool to build public trust among the health care provider and
health care seeker(4). In the previous decades the emphasis given to quality health care
provision through maximized patients’ satisfaction has become the concern are for
developing countries and global health focus (5). This leads to policies and administrative
strategies addressing the delivery of exquisite service quality which is believed to result
patients’ satisfaction (6).
Patients’ feedback and opinion has become more important for important and a major
target in the health delivery system. Patient Satisfaction is the state of pleasure or
happiness that the patient reflects while using a health service. Those targeted inquiries
needs effective service delivery, cost allocation, and management strategies (6). Patients’
satisfaction has become the new standard to evaluate the effectiveness of health service
provision, taking it as a measuring stick for the conclusion (7). Across the United States of
America and Europe, consumer satisfaction is playing an increasingly important role in
quality of care reforms and health-care delivery. However The absence of a solid
conceptual basis and consistent measurement tool for patients satisfaction has led, over the
past 10 years, to a proliferation of surveys that focus exclusively on patient experience, i.e.
aspects of the care experience such as waiting times, the quality of basic amenities, and
communication with health-care providers, all of which help identify tangible priorities for
quality improvement (8).
Currently patients’ satisfaction and opinion has a significant influence on the treatment
choice and clinical management choice. Hence the evaluation of health service delivery from
the patients’ perspective has become the core in the management and monitoring of quality
health provision (8, 9).
Across the United States of America and Europe, consumer satisfaction is playing an
increasingly important role in quality of care reforms and health-care delivery. However The
absence of a solid conceptual basis and consistent measurement tool for patients satisfaction
has led, over the past 10 years, to a proliferation of surveys that focus exclusively on patient
experience, i.e. aspects of the care experience such as waiting times, the quality of basic
amenities, and communication with health-care providers, all of which help identify tangible
priorities for quality improvement (10).
The nature of COVID19 outbreak leaves us vulnerable for unfair blames and the assessment
for those blames has most of the times comes from issues related to patients’ satisfaction and
complains. On top this, the fact that patients’ satisfaction measurement is a new standard and
new approach that WHO is looking to improve in the developing countries, has increased
many developing health service policies to be focused on the end result which in this case is
patients’ satisfaction. In our setup, to the investigator knowledge, there is no study available
study done in the study area and study population. This will help the administrators to know
where we are at, where the rooms to improvements are and take appropriate measures.
This study also will help the hospital to develop a standard of measuring patients’ satisfaction
which will help the future researchers to refer and develop on this study to further sharpen the
health delivery service.
Provide a short general overview of the proposed project, including operational timeframe (start
end end dates). Between 1/2 page to 1 page.
3. Project summary
3.1. Overall objective
Provide the overall general objective of the proposed project (maximum 1).
3.2. Expected outcomes
Provide the overall expected outcomes of the proposed project (approximately 1-3).
3.3. Indicators of achievement

Provide key indicators (1-2 per expected outcome) of how the expected outcomes will be
measured. Clearly indicate the expected outcome(s) to which each indicator relates.
3.4. Main activities

List the main activities of the proposed project. Please clearly indicate the expected
outcome(s) to which each activity relates.
3.5. Key target beneficiary population

Provide a detailed description of the key target beneficiary group, including key
characteristics/demographics and what are the key risk/vulnerability factors for this group.
Provide the rationale of why and how this target audience was chosen.
3.6. Summary budget
Provide a brief overview of the proposed budget for this project (should be in CHF
equivalent). Applicants chosen for further assessment will be required to submit a detailed
budget.
A co-financing of 10% of eligible costs is required from the applicant. As such, only 90% of
the total submitted eligible costs of the action will be reimbursed and eligible for the grant.
The Applicant will need to provide information on how this co-financing will be obtained.
Budget is prepared in CHF equivalent as per http://www.oanda.com/currency/converter

Insert timeframe of budget
Most expenditures will be spent in INSERT MAIN CURRENCY.
Revenue
Grant requested from this application
Grants/Revenue from other sources:
Provide source(s)
TOTAL REVENUE
Expenditures1
Expenditures
Personnel (including employees/consultants/etc.)
Workshops and Trainings
Logistics, Transport and Storage
Other Expenditures: Explain
TOTAL EXPENDITURES
3.7. Contact information

Please provide the details (as applicable) below.
Name of organisation:
Mailing address:
Physical address (if different from mailing address):
Website (if applicable):
Primary contact person:
Title:
Email:
Telephone number:
Fax number (if applicable):
Other contact person:
Title:
Email:
Telephone number:
Fax number (if applicable):
1
Should include all expenditures for the project, including the 10% to be financed through other sources.

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Customer center health project

1. Implementing entity and key partners

3.2. Expected outcomes

3.3. Indicators of achievement

3.4. Main activities

3.5. Key target beneficiary population

3.6. Summary budget

Budget is prepared in CHF equivalent as per http://www.oanda.com/currency/converter

TOTAL REVENUE

3.7. Contact information

Fax number (if applicable):

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