To deliver world class healthcare with a service focus, by creating an institution committed to the highest standards of medical and service excellence, patient care, scientific knowledge and medical education.

'Patient Centred Care' is the core of everything we do. Widely acknowledged nationally and internationally for its quality patient care, Max has successfully implemented the "Medical Excellence Model" through its clinical team of expert physicians and nurses who work together in an integrated manner, assessing patient needs, ordering tests, planning treatments, scheduling surgeries, monitoring progress and planning for early discharge to home.

The pillars of this model include

• Clinical governance
• Credentialing and clinical privileging of physicians & nurses
• Use of standardized, evidenced based protocols
• Patient and Staff Safety
• Infection control
• A culture of audit and continuous professional development

Service Excellence

Our team strives to provide the best medical treatment along with excellent 'in room' hospitality and catering services in a hygienic and air conditioned environment to make the patients experience convenient and comfortable. A well-equipped OPD lounge and cafeteria services are available in all our hospitals to provide world class facilities for the patients.

Continuous Improvement

We have a comprehensive performance measurement system for key processes - medical and services. Several process indicators, tracked uniformly across all hospitals, are regularly reviewed against preset targets to identify opportunities for improvement. Apart from this, a Medical Quality Dashboard is placed for monitoring adverse events and clinical outcomes. We have recently developed an innovative, first of its kind "Scorecard" for key Clinical Departments that tracks business, service and clinical outcomes on an integrated platform.

Committed to provide patient centred care, our team shares values that prioritise patients needs first and provides medical care appropriate for the patient and consistent with the capacity and scope of the organization's mission and services.

Patient Rights

Max Healthcare has defined a set of patient and family rights to provide considerate, respectful care at all times and under all circumstances, with recognition of their personal dignity and autonomy regardless of race, gender, ethnicity, religious beliefs or age.

• Should provide accurate and complete information concerning present complaints, past medical history, hospitalizations, medications and other matters relating to the patient's health.
• Should follow the treatment plan advised by the Physician including the instructions of nurses and other health professionals as they carry out the Physician's orders.
• Should treat hospital staff and other patients with dignity and respect and not to conduct any activity that will disrupt the work of the hospital.
• Should respect the privacy of others and the property of the hospital
• Should not bring alcohol, unauthorized drugs or weapons into the hospital.
• Should respect that the hospital is a non smoking zone
• Should follow visiting hours of the hospital
• Should leave valuables at home and bring only those items necessary during hospital stay
• Should assure that the financial obligations of Patient's care are fulfilled as per the hospital policy
• Should be responsible for their own actions if they refuse treatment or their physician's advice

Feedback is sought from all patients through a patient satisfaction questionnaire, which is then analyzed. Analyzing the feedback about the patients experience through our 'Total Customer Experience Questionnaire' is our 'moment of truth', which helps us improving the way we care.

The current patient satisfaction levels with our medical care and services ranges between 80%-95%.

Max Healthcare has achieved several distinctions and awards

ISO: Five of the Max hospitals have received the ISO certification.

National Accreditation Board for Hospitals and Health Care Organizations (NABH): NABH is an autonomous body established in 2005 under the Quality Council of India for setting benchmarks in Indian healthcare industry. In 2006-07, the tertiary care hospitals of Max Healthcare, Max Devki Devi Heart and Vascular Institute (MDDHVI) and Max Super-Specialty Hospital (MSSH) became the first two hospitals of North India to receive the prestigious NABH accreditation.

National Accreditation Board for Laboratories (NABL): In 2006-07, Max Healthcare acquired the NABL accreditation for its laboratory at MSSH.

NABH standards for Blood Bank Accreditation: Our Blood Bank in Saket is among the first few in the country to receive this Accreditation in Feb 2009, which is aimed specifically to accredit excellence and safety in management of Blood Banks.
Our Blood Bank at Max Balaji Hospital PPG also received NABH accreditation recently.

The average length of stay (ALOS) is calculated by adding up the lengths of stay of all admitted patients in the hospital and dividing this by total number of discharges. Our clinical teams emphasize on early discharge, and attempts are made to reduce the lengths of stay, wherever possible. With available technology, minimally invasive procedures, day care treatments, and focus on lower complication rates, there is an opportunity to keep the average length of stay at the lower side. Admission and discharge criteria for critical care patients, guiding the decisions about stay in ICUs are beneficial for the patients as well as for the organization.

It is important to mention that all patients can not have a low length of stay, as their hospitalization may be longer, based on severity of illness, and recovery depends on many inherent factors. The data presented below, is an average of short as well as longer stays. This can also change depending on case mix and type of illnesses being treated at each hospital. Monitoring and focusing on the length of stay is an important way of reviewing efficiencies and helps in planning activities.

The hospital environment, one of the most complex environments in the world, is dependent on people, equipment and technology. There are several processes that come together or follow one after another, during the patients stay in the hospital. This inherent complexity, also poses safety problems.
The organization strives to provide a culture of safety, transparency and accountability towards patient care. To prioritise the safety and quality of care for each of its patients, Max Healthcare has implemented internationally recommended protocols, and provides extensive training on an ongoing manner to minimize the risks of adverse events. Clinical Audits and corrective and preventive actions for continuous improvement drive the philosophy of the organization.

Each hospital has enthusiastic leaders working relentlessly to identify opportunities for improving all aspects of patient safety. The goals were selected based on the World Health Organization's recommendations, as well as on internally identified areas for improvement.

The organization has successfully established a culture of safety. Staffs participate in identifying and reporting adverse events during care. To learn and strengthen safe practices projects like Root Cause Analysis, Audits and Six Sigma projects drive improvements. This culture of teamwork, accountability and transparency decreases the adverse events at Max.

Patients are at particular risk of developing infections. At Max Healthcare, we have instituted best practices to minimize the risk of patients developing infections. Standard operating procedures and protocols are implemented as part of our infection prevention program. All staffs undergo intensive trainings on the protocols.