Q: Against the backdrop of Sri Lanka’s economic challenges and ever-changing market dynamics, how should organisations like Suwasevana Hospital mitigate high costs while delivering value to customers?

Srimath Welivita: Given Sri Lanka’s economic challenges and market conditions, Suwasevana Hospital can adopt several strategies to mitigate costs while ensuring value for customers.

First, streamlining operations through lean management techniques can identify and eliminate inefficiencies in workflows, reducing operational costs without compromising on patient care.

Expanding telehealth services is another strategy that can lower the costs of in-person visits and enhance accessibility for patients in remote areas.

Focussing on preventive care is crucial. Promoting preventive healthcare programmes can minimise the need for complex and expensive treatments. Health education initiatives can empower patients to make healthier choices, contributing to cost savings.

Strategic partnerships with local health organisations, NGOs or other hospitals can facilitate resource sharing and joint purchasing of supplies. Additionally, bulk purchasing agreements for medical supplies and equipment can lower expenses. Establishing strong relationships with suppliers can also lead to better pricing.

Investing in health information technology, such as electronic health records and patient management systems, can improve efficiency and reduce administrative costs.

Furthermore, focussing on staff training and retention can decrease turnover rates, reduce recruitment costs and improve care quality.

Adapting service offerings to community needs can optimise resource allocation and attract different patient demographics.

Finally, seeking patient feedback can enhance satisfaction and loyalty, and reduce the likelihood of readmissions.

By implementing these strategies, Suwasevana Hospital can navigate economic challenges while providing high quality healthcare that meets community needs.

Q: The need to provide holistic customer experiences is rapidly gaining importance. What is your interpretation of this?

Nalin Pasqual (NP): Delivering a holistic customer experience requires a focus on the overall wellbeing of patients, not only their medical conditions. Key elements include patient centred care, which involves understanding their needs and preferences, and involving them in decision making about their care.

Additionally, emotional support plays a significant role in the healing process. Recognising the psychological aspects of health and providing counselling fosters a supportive environment that can alleviate anxiety and stress.

Integrated services ensure seamless care across various specialities with smooth transitions and comprehensive treatment plans that address all aspects of a patient’s health. Accessibility is equally important since making healthcare services easy to reach can greatly enhance patient engagement.

Establishing feedback mechanisms allows for continuous service improvement, and tailoring treatments to the circumstances, preferences and backgrounds of individual patients creates a more meaningful healthcare experience.

By emphasising these aspects, healthcare providers can enhance patient satisfaction, improve health outcomes and cultivate stronger relationships with patients.

Q: What are your organisation’s future plans?

NP: Suwasevana Hospital is committed to expanding its services and facilities to better meet community needs. Future plans include the expansion of cardiothoracic services – specifically bypass surgeries and valve repairs, alongside interventional cardiology. This will include integrating advanced technologies and establishing specialised care units.

The hospital also aims to introduce new specialities, such as oncology, neurology, chemotherapy, palliative care and neurosurgery, to diversify patient care options.

Additionally, enhancing telehealth services by providing remote consultations and followups will improve accessibility for patients.

Infrastructure development is another key focus with plans to upgrade existing facilities, and construct new wings to accommodate growing patient volume and advanced medical technologies. Establishing training programmes for healthcare professionals will ensure high quality care and keep staff updated on medical advancements.

These initiatives aim to improve patient care while addressing increasing healthcare demands in the region.

Telephone 081 2222404  |  Email info@suwasevana.lk  |  Website www.suwasevana.lk