INTRODUCTION
Hinduja Hospital is a renowned Private, Charitable, Trust Hospital in Mumbai; our vision is “Quality Healthcare for All”. Keeping our vision alive, we as an organization have always believed in continuous quality improvement in all our Hospital services and processes.
We decided to work on improving our Patient experience and one of the core issues was related to Cashless insurance (TPA) process. Analysing our patient’s feedback, we identified that there was a great scope of betterment of our cashless process, where our patients were facing hurdles right from the Pre-Authorization stage till the time of discharge.