Social media erupted in laughter yesterday after ANI reported that Uttar Pradesh police released a herd of donkeys from a jail. The donkeys had been detained for destroying expensive plants outside the jail. The offbeat story spread like wildfire and many media outlets tweeted about it. UP police was the butt of many jokes for the entire day. Everyone had a good laugh on seeing the ANI video which showed a herd of donkeys making their way out of jail. The story however took an interesting twist when it turned out that UP Police had nothing to do with the arrests.
Sequence of events – multiple clarifications by the police
Following the ANI story, the news was first shared by Times of India and they repeated the ANI headline “Police release a herd of donkeys from Urai district jail. They had been detained for destroying plants outside jail and were released after four days (ANI)”. This was followed by India Today who tweeted that the “Donkeys spend 4 days in UP police custody for eating expensive plants at Jalaun jail” This was followed by many others including Scroll.in, Financial Express, NDTV, Quint and Zee TV.
In their eagerness to break the story, the point that everyone missed was that UP Police and UP Prisons are two separate departments under Home Ministry. UP Police had become a target of ridicule even though the detention of the donkeys had nothing to do with them.
When social media took to mocking UP Police, they tweeted to clarify their position. In response to a tweet by Rahul Kanwal, saying, “Happens only in India. Cop even gives a statement on camera to confirm that he jailed a bunch of donkeys! Donkeys spend 4 days in UP police custody for eating expensive plants at Jalaun jail”, they responded with the following tweet:
After a couple of hours when Kanwal shared the news in Hindi, they clarified once again that they had nothing to do with the news.
Rahul Srivastava, Adl SP/ Public relations officer, DGP HQs also clarified the same in a lighter vein on top of the original ANI story.
But the social media was not in a mood to listen. None of the media outlets tweeted any clarification. The jokes continued to flow in.
In the morning, the police then took to clarifying for a third time. This time they responded to NDTV. UP Police was clearly offended given that they had nothing to do with the detention of the donkeys. To ensure that the message was clear to all, they even pinned this tweet on their Twitter profile.
NDTV reaction backfires
NDTV’s reaction was defensive and the Managing Editor of NDTV, Suparna Singh, denied that they had mentioned UP police in the story. She missed that it was not mentioned in print but it was repeated twice in the video with the offensive text on screen that read, “Donkeys arrested, criminals run loose”. What followed was an unpleasant exchange.
It did not end there. Right wing website OpIndia saw in this an opportunity to target NDTV. In an article titled, “Uttar Pradesh Police exposes NDTV lies”, they stated that “NDTV’s Managing Editor Suprana Singh, came to defend the lies by asking UP Police to first read the story before asking NDTV to check facts. A bit rich coming from a channel which employs people who have severe lack of comprehension skills and allegedly promotes censors [sic] stories.” Fake news website Postcard News took it a step further by claiming that NDTV had manufactured the entire story about the donkeys being detained.
NDTV was not the only one to carry the story. They were not even the first to carry it. UP Police also did not single out NDTV in their response. They had also pointed out the same to ANI and India Today. It was the reaction of NDTV that escalated the situation. NDTV has now deleted the video. There may be many reasons to criticise UP Police but detaining donkeys is definitely not one of them!
What hospitals can do to drive entrepreneurship and enhance patient experience
Hospitals can perform better by partnering with entrepreneurs and encouraging a culture of intrapreneurship focused on customer centricity.
At the Emory University Hospital in Atlanta, visitors don’t have to worry about navigating their way across the complex hospital premises. All they need to do is download wayfinding tools from the installed digital signage onto their smartphone and get step by step directions. Other hospitals have digital signage in surgical waiting rooms that share surgery updates with the anxious families waiting outside, or offer general information to visitors in waiting rooms. Many others use digital registration tools to reduce check-in time or have Smart TVs in patient rooms that serve educational and anxiety alleviating content.
Most of these tech enabled solutions have emerged as hospitals look for better ways to enhance patient experience – one of the top criteria in evaluating hospital performance. Patient experience accounts for 25% of a hospital’s Value-Based Purchasing (VBP) score as per the US government’s Centres for Medicare and Mediaid Services (CMS) programme. As a Mckinsey report says, hospitals need to break down a patient’s journey into various aspects, clinical and non-clinical, and seek ways of improving every touch point in the journey. As hospitals also need to focus on delivering quality healthcare, they are increasingly collaborating with entrepreneurs who offer such patient centric solutions or encouraging innovative intrapreneurship within the organization.
At the Hospital Leadership Summit hosted by Abbott, some of the speakers from diverse industry backgrounds brought up the role of entrepreneurship in order to deliver on patient experience.
Getting the best from collaborations
Speakers such as Dr Naresh Trehan, Chairman and Managing Director - Medanta Hospitals, and Meena Ganesh, CEO and MD - Portea Medical, who spoke at the panel discussion on “Are we fit for the world of new consumers?”, highlighted the importance of collaborating with entrepreneurs to fill the gaps in the patient experience eco system. As Dr Trehan says, “As healthcare service providers we are too steeped in our own work. So even though we may realize there are gaps in customer experience delivery, we don’t want to get distracted from our core job, which is healthcare delivery. We would rather leave the job of filling those gaps to an outsider who can do it well.”
Meena Ganesh shares a similar view when she says that entrepreneurs offer an outsider’s fresh perspective on the existing gaps in healthcare. They are therefore better equipped to offer disruptive technology solutions that put the customer right at the center. Her own venture, Portea Medical, was born out of a need in the hitherto unaddressed area of patient experience – quality home care.
There are enough examples of hospitals that have gained significantly by partnering with or investing in such ventures. For example, the Children’s Medical Centre in Dallas actively invests in tech startups to offer better care to its patients. One such startup produces sensors smaller than a grain of sand, that can be embedded in pills to alert caregivers if a medication has been taken or not. Another app delivers care givers at customers’ door step for check-ups. Providence St Joseph’s Health, that has medical centres across the U.S., has invested in a range of startups that address different patient needs – from patient feedback and wearable monitoring devices to remote video interpretation and surgical blood loss monitoring. UNC Hospital in North Carolina uses a change management platform developed by a startup in order to improve patient experience at its Emergency and Dermatology departments. The platform essentially comes with a friendly and non-intrusive way to gather patient feedback.
When intrapreneurship can lead to patient centric innovation
Hospitals can also encourage a culture of intrapreneurship within the organization. According to Meena Ganesh, this would mean building a ‘listening organization’ because as she says, listening and being open to new ideas leads to innovation. Santosh Desai, MD& CEO - Future Brands Ltd, who was also part of the panel discussion, feels that most innovations are a result of looking at “large cultural shifts, outside the frame of narrow business”. So hospitals will need to encourage enterprising professionals in the organization to observe behavior trends as part of the ideation process. Also, as Dr Ram Narain, Executive Director, Kokilaben Dhirubhai Ambani Hospital, points out, they will need to tell the employees who have the potential to drive innovative initiatives, “Do not fail, but if you fail, we still back you.” Innovative companies such as Google actively follow this practice, allowing employees to pick projects they are passionate about and work on them to deliver fresh solutions.
Realizing the need to encourage new ideas among employees to enhance patient experience, many healthcare enterprises are instituting innovative strategies. Henry Ford System, for example, began a system of rewarding great employee ideas. One internal contest was around clinical applications for wearable technology. The incentive was particularly attractive – a cash prize of $ 10,000 to the winners. Not surprisingly, the employees came up with some very innovative ideas that included: a system to record mobility of acute care patients through wearable trackers, health reminder system for elderly patients and mobile game interface with activity trackers to encourage children towards exercising. The employees admitted later that the exercise was so interesting that they would have participated in it even without a cash prize incentive.
Another example is Penn Medicine in Philadelphia which launched an ‘innovation tournament’ across the organization as part of its efforts to improve patient care. Participants worked with professors from Wharton Business School to prepare for the ideas challenge. More than 1,750 ideas were submitted by 1,400 participants, out of which 10 were selected. The focus was on getting ideas around the front end and some of the submitted ideas included:
Check-out management: Exclusive waiting rooms with TV, Internet and other facilities for patients waiting to be discharged so as to reduce space congestion and make their waiting time more comfortable.
Space for emotional privacy: An exclusive and friendly space for individuals and families to mourn the loss of dear ones in private.
Online patient organizer: A web based app that helps first time patients prepare better for their appointment by providing check lists for documents, medicines, etc to be carried and giving information regarding the hospital navigation, the consulting doctor etc.
Help for non-English speakers: Iconography cardstohelp non-English speaking patients express themselves and seek help in case of emergencies or other situations.
As Arlen Meyers, MD, President and CEO of the Society of Physician Entrepreneurs, says in a report, although many good ideas come from the front line, physicians must also be encouraged to think innovatively about patient experience. An academic study also builds a strong case to encourage intrapreneurship among nurses. Given they comprise a large part of the front-line staff for healthcare delivery, nurses should also be given the freedom to create and design innovative systems for improving patient experience.
According to a Harvard Business Review article quoted in a university study, employees who have the potential to be intrapreneurs, show some marked characteristics. These include a sense of ownership, perseverance, emotional intelligence and the ability to look at the big picture along with the desire, and ideas, to improve it. But trust and support of the management is essential to bringing out and taking the ideas forward.
Creating an environment conducive to innovation is the first step to bringing about innovation-driven outcomes. These were just some of the insights on healthcare management gleaned from the Hospital Leadership Summit hosted by Abbott. In over 150 countries, Abbott, which is among the top 100 global innovator companies, is working with hospitals and healthcare professionals to improve the quality of health services.
To read more content on best practices for hospital leaders, visit Abbott’s Bringing Health to Life portal here.
This article was produced on behalf of Abbott by the Scroll.in marketing team and not by the Scroll.in editorial staff.