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AFRICA quality at all ,” notes Bhandari . “ Our standards of quality are very high and that is something we are very committed to and of course the other thing that sets us apart is the quality of clinicians . The profile of the clinicians that we offer are definitely the best in Nigeria . We feel proud that we offer the right clinical mix and quality of service to our patients .”
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Guidelines set out by JCI help Lagoon to meet such high standards of quality . “ We actually follow certain healthcare guidelines that have been provided by JCI on adherence to quality patient care ,” Bhandari comments . “ We have been given scorecards based on all our processes , procedures and medical methods . We also have non-medical indicators , which give us a scorecard for patient care services . They start right from waiting times to turnaround of lab test times to radiology tests , so covering approximately 18 different parameters based around clinician satisfaction and patient experience .”
As well as the quality of care , patient safety is at the heart of everything Lagoon does . “ We ensure consistency through training , again as per JCI standards and other internal SOPs . We have consistent training and retraining for our people . We follow a system where we check on all processes that have been laid out ,” Bhandari advises . “ We collect data , validate the data and track the data as per our SOPs and guidelines provided . Of course , we have a strong culture of empowering people to speak out whenever there are any issues , so that we can ensure that we rectify them .”
In order to meet international healthcare standards , Lagoon works with partners overseas to keep up to date with the latest expertise . “ We have a JV with Fortis Healthcare in India where we take clinical expertise in terms of SOPs , protocols , processes from them so that we can actually manage to deliver international standards of healthcare here ,” explains Bhandari . “ We work with them closely , they ’ re our international partners .”
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