SUWASEVANA HOSPITAL
Q: How has your organisation become a leader in the private healthcare sector?
A: Suwasevana Hospital maintains the highest and most modern standards of treatment. It has nearly four decades of expertise in treating patients in and around Kandy, and beyond.
The hospital offers top-quality services in crucial areas of healthcare such as surgery, cardiology, a catheterisation laboratory, obstetrics and gynecology, paediatrics, orthopedics, urology, neurology, nephrology, neurosurgery, respiratory diseases, radiology, endocrinology, ophthalmology, gastroenterology, ENT etc.
Suwasevana Hospital has initiated ‘Short-Stay-Beds’ coupled with its ETU and OPD to mitigate the length of stay of patients.
The up-to-date facilities offered by the hospital include MRI (wide bore), CT (640-slice version), Dexa and Mammogram (with a Faxitron Core Specimen Radiography System), Echo and ultrasound scan machines, all of which are world-renowned brands. And some of them are one of a kind in South Asia.
Q: What are the factors that contributed to achieving this ranking in customer excellence?
A: Suwasevana’s reputation for the provision of healthcare services in the Central Province for nearly 40 years has been excellent. We always treat our patients with kindness, compassion and empathy, to ensure their emotional and physical wellbeing.
The hospital recently established its Cardiac Centre, and initiated the process with the Catheterisation Laboratory and a fully equipped Coronary Care Unit.
Our patient-centered approach prioritises their needs, preferences and concerns. This is possible through continuous and formalised patient feedback mechanisms and dedicated patient quality improvement coordinating teams.
The nursing staff always demonstrates genuine empathy, compassion and respect towards patients and their family members as well.
Q: What role does technology play in achieving customer excellence?
A: We have introduced a highly advanced Radiology and Catheterisation Unit that’s integrated with our state-of-the-art ETU, OPD and Coronary Care Unit. All of this contributes immensely towards our patient care processes.
Our modern training centre aspires to develop both soft and hard skills of our internal stakeholders in order to integrate them with advancements in global technologies. Regular workshops with specialist consultants aim to continuously improve the skills of our paramedic and nursing personnel.
We have nurtured a remarkably high culture of care with KPIs and data analytics to help us improve our operational efficiency. And we focus on enhancing our technology with empathy and the human touch, and have incorporated this in all our initiatives.
Q: What steps does your organisation take to achieve customer excellence?
A: Recognising cultural diversity and equality, and the provision of empathy and care, are the most important values we maintain in order to be compatible with our mission and values. Our social context is highly multicultural and we operate in an arena of diverse ethnicities. This compels us to achieve customer excellence through understanding and recognition of this cultural diversity.
By internalising customer excellence in our values, we drive quality advancement initiatives that improve the processes we have established. Specially dedicated quality circle teams obtain the feedback of patients and other stakeholders, and use the information gathered to improve the quality of our core processes.
Our ultimate success is our staff. Their dedication helps provide excellent patient care, which in turn gains the trust and loyalty of our customers.
Telephone: 081 2222404 | Email: info@suwasevana.lk | Website: www.suwasevana.lk
