G. Balamurgan, B.P.T., M.H.A.,
Manager – Quality Service.

Quality service at The Smile Train Regional Centre – MMHRC means a whole lot of things to a whole lot of people.  Interpretation may differ from person to person and as long as quality medical care is at the heart of it, there are variety of acceptable ways to provide good service.  The 4 key elements of quality service are Customer, Commitment, Expectations and Continuity.  These are the elements necessary for the clinical and economic outcome we seek.  The customer is the reason for all our efforts, without commitment, we will achieve nothing, that is meaningful.  We dependent on insulin, service demands continuity through daily attention and continuous improvement.  Focusing on quality is like mining diamonds, so we call these 4 facets of quality service the Quality Diamond.  The gems we bring forth are patient satisfaction, staff motivation, professional fulfillment and success.  We have developed the quality diamond as a framework for explaining the who, how, where, when, what and why of service quality.  It is also based on the patients foremost.  It is not simple but its manageable and it has rewards on the bottom line, in professional fulfillment, in staff satisfaction and especially in satisfied patients.

Countless unseen details are often the only difference between medicare and magnificent.