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Quality Policy: Community Health Services of FWT will establish and maintain the best standards of medical ethics at all its health services delivery centers and health education programmes.

The standards of quality for the provision of health services from receiving of a patient to consultation, examination, investigation, education and treatment are placed at the relevant sites for the information of providers and the receivers of the health care services.

The health education programmes with emphasis on personal hygiene, safe drinking water and proper disposal of human, animal and industrial wastes will be periodically conducted and their qualitative and quantitative effects will be evaluated and shared with the community.

Standard practices for receiving of the patients:

•  Patient will be received by the Nurse who will make the patient comfortable by offering him seat and water.

•  The patient's record will be maintained with the nurse in a file which will include, Name, Sex, Age, marital Status, number of children and occupation and subsequent consultation, examination, investigations, treatment and follow-up.

•  Nurse will check the vitals, height and weight of every patient and record them in his file on every visit.

•  Nurse will guide the patient to doctors room on first come first served basis but in case of emergency the priority will be given to the emergency patient.

•  In case of female patient a female nurse will accompany the patient for the purpose of examination and assistance.

•  A limited number of patients will be issued tokens to maintain the quality of the health services


Standard practices for doctors consultation:

•  Doctor will extend courtesy to the patient by offering him chair and make him feel comfortable by listening patiently to his complaints.

•  Patients complaints, history, clinical findings on examination, results of investigations and treatment advised will be documented by the doctor in patient's file.

•  Doctor will ask the consent of the patient before clinical examination and in case of female patients a female nurse/LHV must be present, otherwise the patient will be referred to a lady doctor.

•  Doctor will educate patient about, the possible cause and course of the disease.

•  Doctor will discuss the preventive measures to be taken to ensure the safety of the others in the same house and community at large.

•  Doctor will explain the treatment given to the patient, mode of administration, time of administration, relevance to the meals, and significant side effects and preventive measures to be taken to avoid or treat the side effects of the medicine.

•  Doctor will use new disposable tongue depressor for each patient.

•  Doctor will use new disposable gloves and sterilized equipments for examination and procedures in the treatment room.

•  In case a patient needs referral the doctor will write detailed medical report about the patient for the doctor to be referred to and will try to get an appointment if possible.

•  Doctor will shift any patient requiring ambulance service or medical care by following the standard protocols like: i.v line maintenance, catheterization, oxygen cylinder availability, CPR trained nurse and immobilization of fractured patients etc, depending on the condition of the patient.

•  There will be posters with animations pasted on relevant sites about the standard consultation practices at the community health center.

•  The doctor will daily tick from the checklist of standard consultation practices he observed. 


Standard practices for nursing care:

•  Nurse will use new pair of disposable gloves while providing nursing care to each patient.

•  Patient will be explained about the mode of the nursing care to be given.

•  Patients' consent will be necessary before every procedure after discussing the hazards of the particular procedure.

•  New disposable syringe will be used for every patient for blood sample drawing and administration of injections.

•  Thermometer will be covered with new disposable plastic covers for every patient.

•  Reuse of any equipment which can be a source of spread of infectious diseases should be strictly monitored.

•  The replenishment of drugs in the emergency tray periodically once a week.

•  No administration of Intravenous injections without proper back-up for anaphylactic shock treatment.

•  The used syringes, plastic covers, swabs, tongue depressors and other waste from the clinic will be disposed by burning the waste periodically, once a week.

•  There will be posters with animations pasted on relevant sites about the standard nursing practices at the community health center.

•  The nurse will daily tick from the checklist of standard nursing practices he observed.

•  If a blood transfusion is allowed by the community health officer, only screened blood for HIV, Hepatitis B & C with new transfusion kit will be used.


Standard practices for dispensing of drugs:

•  Drugs will be provided free of cost to the patients unless doctor advises to charge for any specific drug.

•  The dosage and administration should be explained to the patient orally and must be written on the pack of the drug.

•  The name of the patient should be labeled on the medicine.

•  Drug should only be dispensed in the amount sufficient for the period of treatment as advised in the doctors' prescription.

•  No drug should be given free or sold to anyone without doctors prescription.

•  Wherever a pharmacist is available for dispensing, the potential side effects with their treatment and prevention should be discussed with the patient at the time of dispensing the medicine.

•  The cold chain for drugs requiring low temperatures should be maintained.

•  The expiry of the drugs should be regularly checked and all expired drugs should be disposed as waste with proper safety measures.

•  The dispensary should be locked from inside so that no children have any access to the medicines.

•  There will be posters with animations pasted on relevant sites about the standard dispensing practices at the community health center.

•  The dispenser will daily tick from the checklist of standard dispensing practices he observed.


Standard practices for maintaining the cleanliness of the community health center:

•  The cleaner will thoroughly clean (dusting and floor washing/disinfection) the whole clinic daily in the morning and in the evening.

•  There will be periodic disposal of wastes from the treatment and doctors room every 2 hours.

•  Washrooms will be cleaned after every 2 hours.

•  Floor of the wash room and treatment room will be dried as soon as it gets wet.

•  The waste from the clinic should not be accessible to animals like cats and dogs.

•  The waste will be stored in a safe place till it is burned.

•  The cleaning solutions for floors and washrooms will be of pleasant odor.

•  Cleaning of webs on the ceiling, walls and fans will be done once a month.

•  The reception/waiting area for the patients will be cleaned every 2 hours.

•  There will be 2 waste bins in treatment room, 1 in the doctors clinic and 1 in the reception area.

•  Smoking will be strictly prohibited in the community health center.

•  Children under the age of twelve who are not sick will not be allowed to visit the center with their relatives.

•  There will be posters with animations pasted on relevant sites about the standard cleaning practices at the community health center.

•  The cleaner will daily tick from the checklist of standard cleaning practices he observed.


Standard practices for the use of ambulance service at the community health center:

•  Ambulance driver will maintain the ambulance according to the specifications of the manufacturers of the ambulance car.

•  Ambulance will be used 1) to transfer referred patients from the center to the nearest secondary health care center and 2) to transfer patients from the site of accident/emergency to community health center under the instructions of community health officer.

•  Ambulance service will not be used for private use of doctor, nurse or any employee of the community health center.

•  Driver will maintain a log book to document the purpose of travel and record of mileage and fuel consumed on a daily basis.

•  There will be instructions written on ambulance car about the standard practices for the use of ambulance services.

•  The driver will daily tick from the checklist of standard maintenance and usage practices he observed.


Quality control mechanism of community health centers:

•  The community health officer who will be a doctor and in charge of the community health center will be responsible for the implementation of all the standard practices for

•  Reception of the patient,

•  Consultation to the patient,

•  Nursing care given,

•  Dispensing of the drugs,

•  Maintenance of the cleanliness


•  Use of ambulance car at his center.

•  The community health officer will maintain the record of the standard practices daily checklists of consultation, nursing, dispensing, cleanliness and ambulance car.

•  The community health officer will send a quarterly report of the standard practices observed at his center.

•  The board of trustees of Friends Welfare Trust can appoint any person from the community to periodically check the record of standard practices being observed at the community health center.

•  Every employee of the community health center will be briefed about the vision, mission, quality policy and standard practices for his job at the time of interview and will be appointed only when found motivated for meeting the standards.

•  There will be strict disciplinary actions taken in case of non compliance of the prescribed standard practices .

•  The employees will be rewarded for observing the prescribed standard practices.

A disguised person as patient will be sent regularly to send the feedback from a patients perspective.

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