Glimpse of Realities in Indian Armed Forces Healthcare

The service encompassed diverse roles, notably as an Obstetrician and Gynecologist in various military hospitals. These hospitals, often with substantial bed capacities, served as the canvas for honing clinical expertise. A specialist in operative laparoscopy, interventional sonology, and infertility management, his focus remained on providing advanced care to servicewomen and female family members, ensuring their health and well-being.

Beyond the clinical realm, he actively engaged in day-to-day healthcare administration. Overseeing the management of medical stores, healthcare information technology design and implementation, and other administrative aspects within the military healthcare system became an integral part of his journey. This multifaceted involvement underscored his commitment to efficient healthcare delivery and bolstered his leadership in the healthcare domain.

Recognized by the Medical Council of India as a teacher, he made significant contributions to medical education. A teaching tenure spanning nine years across various military hospitals, including Military Hospital Namkum, Ranchi; Command Hospital Udhampur (NC); and Military Hospital Secunderabad, allowed him to shape the careers of medical interns and postgraduate students. Imparting knowledge and clinical skills to both undergraduate interns and postgraduate DNB (Diplomate of National Board) students, he endeavored to instill excellence and proficiency in the next generation of medical professionals.

His tenure in the Indian Armed Forces was characterized by dedicated service, clinical excellence, administrative leadership, and an unwavering commitment to medical education. The specialized focus on gynecology and obstetrics, coupled with a steadfast dedication to teaching, left an indelible mark on military healthcare, benefiting the armed forces personnel and their families.

Let us unveil the exceptional inside view of Patient Experience within the pursuit of Indian Armed Forces Healthcare by Veteran Col (Dr) Surendra Ramamurthy (Retd): –

What does the healthcare infrastructure within the Indian Armed Forces look like from an internal perspective?

The Indian Armed Forces healthcare system is a well-structured and organized network of medical facilities and services dedicated to serving the healthcare needs of military personnel, veterans, and their families. This system encompasses a wide range of medical institutions, from primary health centers in remote areas to large referral military hospitals in major cities. It operates under the Directorate General of Armed Forces Medical Services (DGAFMS) and has a three-tiered structure: command hospitals, military hospitals, and field hospitals. The Armed forces healthcare landscape is unique in that it not only caters to the healthcare needs of active-duty personnel but also extends services to veterans and their dependents through the Ex-Servicemen Contributory Health Scheme (ECHS). The focus is on providing comprehensive medical care, including specialized services such as trauma care, aviation medicine, and dental care.

How is the Patient-Centricity in Armed Forces Hospitals? How Are Patients Placed at the Center of Care?

Emphasizing patient-centricity as a fundamental principle, armed forces hospitals place patients at the core of care delivery. Healthcare providers within the armed forces demonstrate unwavering dedication to ensuring the highest standard of care, irrespective of the patient’s rank or status. The patient’s experience is given paramount importance, achieved through a blend of compassionate care, efficient service delivery, and a steadfast commitment to upholding confidentiality.

Patients within these hospitals are not merely recipients of care but active participants in their own healthcare journey. They are encouraged to engage in informed decision-making regarding their treatment, receiving comprehensive explanations of their medical conditions and the array of available treatment options.

Furthermore, armed forces hospitals adopt a holistic approach to patient care. Beyond addressing physical health concerns, these hospitals acknowledge and attend to the mental and emotional well-being of patients, acknowledging that comprehensive wellness is vital for a patient’s overall recovery and satisfaction.

What Strategies and Practices are being employed by Armed Forces hospitals to ensure patients are the focal point of healthcare services? 

Armed forces hospitals prioritize patient-centric care through strategic approaches. One fundamental strategy involves the seamless integration of modern medical technologies and evidence-based practices into healthcare delivery. This integration enables precise diagnosis, effective treatment, and streamlined processes, ultimately elevating the quality of care provided to patients.

A pivotal component enhancing patient care is the robust system of electronic health records (EHRs) employed within armed forces hospitals. EHRs facilitate efficient and secure access to patient information, ensuring seamless continuity of care and enabling healthcare providers to make well-informed decisions promptly.

Furthermore, armed forces hospitals emphasize continuous training and education for their medical personnel. This strategic focus on professional development ensures that healthcare professionals stay updated with the latest medical advancements and best practices. The result is a highly skilled and informed medical team, providing state-of-the-art care to patients.

Through these strategic approaches, armed forces hospitals consistently strive to enhance patient-centric care, fulfilling the unique healthcare needs of the individuals they serve.

What is the outlook on Patient Experience in Armed Forces: Present and Future

Presently, patient experience within armed forces hospitals stands as a testament to their unwavering commitment to providing quality healthcare that is accessible and affordable. Yet, a continuous drive for improvement is underway. Initiatives are actively being pursued to reduce waiting times, enhance appointment scheduling for greater convenience, and expand telehealth services, particularly in remote and underserved areas.

Notably, there is a growing recognition of the unique challenges faced by military personnel and their families, prompting an increased focus on bolstering mental health support.

Looking into the future, the prospect for patient experience within armed forces healthcare is promising, driven by a sustained emphasis on innovation and patient-centered care. Acknowledging the pivotal role of customer experience, akin to civilian healthcare, armed forces hospitals prioritize delivering healthcare to military personnel and their families while ensuring a positive patient experience.

Central to this commitment is the well-being of soldiers and their families, a top priority for armed forces hospitals. Positive customer experiences significantly impact the physical and mental health of both service members and their families. Furthermore, a satisfying patient experience encourages adherence to treatment plans and medical advice, enhancing operational efficiency by reducing readmissions and the need for additional treatments. This, in turn, is critical for maintaining the health and fitness of military personnel, ensuring mission readiness. In high-stress situations and critical care scenarios, the patient experience can be a matter of life and death, underscoring its vital importance.

Additionally, a positive reputation is vital for attracting top medical talent and encouraging military personnel and their families to choose these hospitals for their healthcare needs. Lastly, armed forces hospitals play a crucial role in providing long-term care services, including rehabilitation and support for veterans. Ensuring a positive customer experience for veterans is essential for their ongoing health and well-being.

Lessons from the Frontline itself – Being an Indian Armed Forces Veteran please share some insights from the Indian Armed Forces’ approach to customer experience in healthcare, applicable to both military and civilian healthcare sectors.

During my tenure from October 20, 1982, to March 13, 2008, as a Senior Consultant in Gynecology and Obstetrics within the Indian Armed Forces, I amassed a rich and distinguished career in military healthcare. This journey has not only been a personal and professional milestone but has also provided invaluable insights into healthcare practices that transcend the military domain.

One of the key takeaways from the Indian Armed Forces’ healthcare approach is an unwavering commitment to patient-centricity. This commitment goes beyond rank or status, emphasizing the fundamental principle of treating every patient with respect and dignity. It sets a precedent for how essential personalized care is, irrespective of the context or environment.

The effective integration of technology, notably Electronic Health Records (EHRs) and telehealth, is another significant lesson. Armed Forces’ efficient use of these technologies showcases how innovation can profoundly impact patient care and accessibility. The seamless adoption of modern tools underscores the potential for technology to revolutionize healthcare delivery and improve outcomes, a lesson applicable to both military and civilian sectors.

Furthermore, the emphasis on continuous education for healthcare providers within the armed forces is a pivotal lesson. This underscores the importance of staying abreast with evolving medical practices and advancements. It advocates a culture of continuous learning and improvement, an ethos critical for providing the best care to patients.

Lastly, the holistic approach to care within the Indian Armed Forces healthcare system, addressing both physical and mental well-being, is a model for comprehensive healthcare delivery. This approach acknowledges that true wellness encompasses both body and mind, paving the way for a more encompassing and effective healthcare strategy.

In conclusion, the insights gained from my service in the armed forces highlight the potential for collaboration and knowledge sharing between the military and civilian healthcare sectors. These synergies can fuel improvements in patient experiences and outcomes, ushering in a new era of healthcare excellence that combines the best practices from both domains.