3 steps for quality leaders — Mark Eydman, Six Pillars Consulting interview

While it starts by an outstanding interaction, it is more likely to build over time, with a deepening relationship and multiple “touch points”.


With rising marketing and new business costs, never has it been more important to retain happy customers.

But how do you know whether your customers are truly loyal? Whose role really is it to manage customer loyalty? And how do you know what actually helps you retain your customers year-after-year?

Below, Mark Eydman, MD or Six Pillars Consulting, shares his insights.

Customer satisfaction is not the same as loyalty

ISO 9001:2015 focuses on customer satisfaction:

  • Clause 4: Ensure the QMS consistently provides products and services that meet customer requirements and enhance customer satisfaction
  • Clause 6: Ensure quality objectives are relevant to enhance customer satisfaction
  • Clause 7: There are the resources available to enhance customer satisfaction

However, Mark Eydman, Founder and Managing Director of Six Pillars Consulting says loyalty is about much more than satisfaction.

Customers tend to feel satisfied, or dissatisfied, as a result of a specific interaction with an organisation. For example, a well laid out supermarket, well lit, clean and staffed by friendly assistants can drive that feeling.

Loyalty is so much more. While it starts by an outstanding interaction, it is more likely to build over time, with a deepening relationship and multiple “touch points”.

A loyal customer believes that their relationship with your organisation is in their best interests!


ISO 9001:2015 doesn’t specify how to keep your customers loyal, so here are three steps to measure and improve customer loyalty.

Customer Satisfaction https://goo.gl/ALZMW3

Solid Evidence That Attending Medical Devices Training Is Good for Your Career Development

These bodies also state the nature of the regulations and the requirements that medical device and healthcare organizations need to adhere to in order to meet their expectations.

Training is the foundation to producing products and services that meet regulatory and quality expectations and industrywide acceptance. This is generally true for all products and services, but in particular, for medical devices. Why? Medical devices are not in the same league as any other ordinary product that can be handled by anyone in any manner.

Training is the only means by which medical device companies that manufacture medical devices and the staff that handle these products on a daily basis and administer them on patients, can ensure patient safety. Training that imparts a degree of understanding of the methods, processes and technologies in this field is the means to this and to meeting the quality requirements.

Training ensures safety and quality in the manufacture and use of medical devices

Medical devices are highly specialized products that require extreme care and diligence when handling. A slight error or carelessness can result in far-reaching consequences that have the potential to cause anything from physical harm to death for the patient or the user. This explains the criticality of training for medical devices because an untrained person is more likely to cause errors in using these high-specialty products than a trained one.

Another core factor in medical device training is that it is part of regulatory expectations in most markets. Getting trained in the prescribed manner is very crucial for medical device professionals because training is indispensable in helping them meet regulatory requirements. The main purpose with which regulations are made is to ensure that the products that complying organizations produce and the processes they employ meet the required quality standards.

Since medical devices are an area in which one cannot take chances, regulatory agencies such as the FDA and the EMA, and standards bodies such as the ISO have made training mandatory for medical device professionals. These bodies also state the nature of the regulations and the requirements that medical device and healthcare organizations need to adhere to in order to meet their expectations.

Professionals and organizations that meet these standards are assured regulatory approval. They are also more likely to win public confidence for the quality of their products. Medical device training is what helps assure that stay updated in their professions.

Regulations mandate training in medical devices

The role of training in medical devices can be understood from the fact that it is not just another desirable, nice-to-have feature, but one that is made mandatory by regulations in this area. These are some of the regulations that make training for medical devices mandatory for companies in the medical devices field:

–       ISO 13485:2016 – Medical Device Quality Management System Requirements

–       ISO 14971

–       Medical Device Single Audit Program (MDSAP)

–       New Requirements set out by the EU Medical Device Regulation and In Vitro Diagnostics Regulations

Never Ever miss this https://goo.gl/qNcEpf

Which eliminates a patients [restrictions] with medical consultants

Healthcare IT is much more than just an electronic version of paper medical records.

Evaluation–Diagnose–Treatment. This is the traditional and generally accepted method ofa medical procedure. However, the healthcare sector has evolved over the last couple of years. Today’s healthcare is using a new, digital companion to determine how patients feel based on much more than their present medical condition. Healthcare information technology or healthcare IT is widely used by doctors, surgeons, and pharmacists to understand medical information of patients and improve communication between doctors and patients.

What Is the Use of Healthcare IT?
The major advantage of the healthcare IT is that it reduces the communication gap between a patient and doctor as the healthcare IT collects and converts the patient’s information from paper records and medical charts to electronic data.This migration provides direct access to patient’s information to doctors irrespective of their location and enables to share knowledge with other doctors than the current medication providers. Moreover, the doctor-recommended prescriptions can be transmitted electronically owing to the healthcare IT, which has improved efficiency and reduced the valuable time.

Healthcare IT is much more than just an electronic version of paper medical records. It includes previous maintained medical images by radiology departments and opinions of specialists on a certain method of treatment. In addition, the digital messages including emails,healthcare tips, chat logs, the day-to-day medical progress of a patient, and financial factors such as scheduling and billing fall under the sky of healthcare IT. However, these records must be stored and maintained carefully to prevent invasion of privacy. On the other hand, the technological advancements and easily accessible facilities fuel the demand for healthcare IT.

Roughly, two-third Americans have instant access to the internet, which eliminates a patient’s restrictions with medical consultants.The tech giants such as Microsoft, Apple, and other new startups are developing up-to-the-minute opportunities in the healthcare IT market by improving access to digital applications and providing efficient security features. This has increased demand for healthcare IT services, boosting the growth of the healthcare information technology market. According to a report published by Allied Market Research, the market is expected to register a CAGR of 13.2 % in the period 2014–2022.

Healthcare IT Generates Job Opportunities
The growth of healthcare IT has created a surge in job opportunities in IT sector. According to the U.S. Bureau of Labor Statistics, by the end of 2024, the need for healthcare and medical managers will boost by about 17 percent.

Therefore, coding experts are extremely essential to smoothly transfer the individual records of patients to a central hub, by changing the codes that could otherwise interrupt the transfer of information. It is estimated that the requirement of such new codes is nearly 130,000. Moreover, the IT specialists assist healthcare service providers to obey the federal guidelines for records, a collection of data and share to protect a patient’s privacy. Due to such requirements, there are ample of IT companies and even startups that are launching new platforms to develop a sustainable healthcare IT department.

Recently, JavaraInc., a clinical research service organization, launched a platform that is focused on compelling innovative research partnerships, service,and technology to healthcare systems. Jennifer Byrne, the co-founder,and CEO of Javara stated that the new healthcare IT platform will bring better outcomes for patient-centered care, better economic results, and easier research delivery model to the bio pharmaceutical sector.


CHI garden targets families with little access to fresh food

We do as such numerous things here to connect the network with assets. This was simply one more advance in that.

The antiquated Greek thinker Aristotle is credited with saying that nature loathes a vacuum.

For Thomas Strawmier, the vacuum was the vacant field he continued driving past on the grounds of the year-old Creighton University Medical Center-University Campus at 24th and Cuming Streets.

“I figured, ‘We should put something there,’ ” said Strawmier, a medical caretaker specialist at the facility.

Realizing that the facility serves an assorted gathering of patients, some of whom experience difficulty getting new veggies, he proposed a network plant.

It could give some deliver to patients — even offer beds for neighbors who need to become their own — and fill in as a showing site for nutritionists, physical advisors and social wellbeing experts. There they could convey exercises on adhering to good diet, damage free planting and stress administration.

So half a month prior, Strawmier and a bunch of facility associates — and their children — filled and planted five raised garden beds, introduced by accomplice City Sprouts, on the site.

“Everyone cherished the thought immediately,” said Nicki Blodgett, a therapeutic aide at the facility who brought child Ryder, 6, and little girl, Lexi, 7, to encourage plant. “We do as such numerous things here to connect the network with assets. This was simply one more advance in that.”

Neighborhood wellbeing frameworks long have upheld and joined forces with network cultivate gatherings. Be that as it may, the garden has all the earmarks of being the first specifically settled by a wellbeing framework.

Such endeavors are a piece of a developing spotlight on keeping individuals well, a concentration that goes past advising individuals to eat solid eating methodologies — now medicinal services suppliers are demonstrating to them generally accepted methods to do it through cooking classes and so forth. In a few sections of the nation, a couple of human services designs even have started giving medicinally custom-made suppers through “nourishment as drug” programs.

Audrey Matthews, more advantageous networks facilitator for CHI Health, said the association needs the University Campus garden to develop. While the first beds will be planted by staff, the wellbeing framework would like to include more for neighbors and turn into an undeniable network plant where inhabitants and staff can work and get to know each other.

“The more open doors we can accommodate the network to go to the property and be locked in, the better,” she said.


Independently, Matthews stated, CHI Health likewise is working with City Sprouts, the Latino Center of the Midlands and OneWorld Community Health Centers to help enhance access to new create in South Omaha.

In light of a model created in a Denver suburb, the South Omaha program calls for procuring a network wellbeing laborer to distinguish and work with families confronting nourishment weakness, implying that they may not generally know when or where they’ll eat their next dinner.

The laborer, who will make home visits, will instruct families about urban farming and help them plant cultivates in their own particular lawns or at City Sprouts South, the network cultivating gathering’s greenery enclosure close twentieth and N Streets.

The $326,000 venture is financed by a two-year allow from CHI Health’s parent organization, and also extra gifts and in-kind commitments.

Establishment of the University Campus plant cost about $2,000, with stores originating from CHI Health’s people group advantage office.

Matthews said coordinators intend to start distinguishing families in South Omaha this fall. While the underlying concentration is sustenance get to, authorities with the Denver-region program have discovered that the connections the wellbeing laborers work with families inevitably enable them to recognize and address other social needs — say, worry over having the capacity to pay lease — that can influence wellbeing.

Generally, she stated, medicinal services has been directed inside healing facilities and centers. In any case, inquire about demonstrates that human services suppliers need to go past those dividers.

“We’re eager to have the capacity to go and meet the families where they’re at and give those administrations,” Matthews said.

Albert Varas, official executive of the Latino Center of the Midlands, said network cultivating has turned out to be prevalent in north Omaha yet at the same time is genuinely restricted in South Omaha.

An evaluation of the middle’s customers demonstrated a requirement for sustenance instruction and stress administration, he said. Cultivating can address both, notwithstanding helping individuals save money on basic supply bills.

The Latino Center, as a major aspect of a different exertion, as of now has an exhibition garden to demonstrate inhabitants how it’s done — raised beds set up by City Sprouts and supported by CHI Health. “Our beds are ablaze,” Varas said. “They’re stacked.”

Under CHI Health’s South Omaha venture, a property holder has consented to plant a home show cultivate so would-be plant specialists can perceive how a patio plot functions.

Roxanne Draper, City Sprouts official executive, said the local gathering will give training to the individuals who need it. Its cultivating classes are offered in Spanish.

“We’re anticipating a great deal of development in South Omaha,” she said.

Strawmier and his partners at the University Campus, interim, have a lot of thoughts of their own for their garden.

Suppliers there observe loads of patients with ceaseless diseases who could profit by cultivating, he said. Having neighbors develop vegetables from their nations of origin would include some social enthusiasm too. Inevitably, he’d jump at the chance to include some organic product trees.

“A great deal of conceivable outcomes,” he stated, as he completed the process of scooping soil into the new beds. “Yet, this is the place we begin.”

Specialists depend on something beyond [information] for medicinal basic leadership

This instinct assumes a significantly more grounded part amid the main day or two of a patient’s healing center stay, when the measure of information specialists have on patients is not exactly on resulting days.

Numerous innovation organizations are taking a shot at man-made brainpower frameworks that can dissect medicinal information to encourage analyze or treat medical issues. Such frameworks bring up the issue of whether this sort of innovation can execute and additionally a human specialist.

Another investigation from MIT PC researchers proposes that human specialists give a measurement that, so far, man-made reasoning does not. By breaking down specialists’ composed notes on emergency unit, the analysts found that the specialists’ “premonitions” about a specific patient’s condition assumed a huge part in deciding what number of tests they requested for the patient.

“There’s something about a specialist’s involvement, and their long stretches of preparing and practice, that enables them to know in a more thorough sense, past simply the rundown of manifestations, regardless of whether you’re doing great or you’re not,” says Mohammad Ghassemi, an examination offshoot at MIT’s Institute for Medical Engineering and Science (IMES). “They’re taking advantage of something that the machine may not see.”

This instinct assumes a significantly more grounded part amid the main day or two of a patient’s healing center stay, when the measure of information specialists have on patients is not exactly on resulting days.

Ghassemi and software engineering graduate understudy Tuka Alhanai are the lead creators of the paper, which will be introduced at the IEEE Engineering in Medicine and Biology Society meeting on July 20. Other MIT creators of the paper are Jesse Raffa, an IMES inquire about researcher, and Roger Mark, a teacher of wellbeing sciences and innovation and of electrical building and software engineering. Shamim Nemati and Falgun Chokshi of Emory University are additionally creators of the examination.

The most effective method to quantify emotions

Specialists consider an enormous number of elements — including indications, seriousness of ailment, family history, and way of life propensities — when choosing what sorts of exams to arrange for their patients. Notwithstanding those elements, Ghassemi, Alhanai, and their partners pondered whether a specialist’s “hunches” about a patient additionally assumes a part in their basic leadership.

“That premonition is most likely educated by a background marked by encounter that specialists have,” Ghassemi says. “It’s similar to how when I was a child, my mother could simply take a gander at me and tell that I had accomplished something incorrectly. That is not a direct result of something mysterious, but rather in light of the fact that she had so much experience managing me when I had accomplished something incorrectly that a basic look had a few information in it.”

To attempt to uncover whether this sort of instinct assumes a part in specialists’ choices, the scientists performed opinion examination of specialists’ composed notes. Conclusion examination, which is frequently utilized for measuring purchaser states of mind, depends on PC calculations that look at composed dialect and count positive or negative estimations related with words utilized as a part of the content.

The specialists played out their investigation on the MIMIC database, an accumulation of restorative records from 60,000 ICU patients admitted to Beth Israel Deaconess Medical Center in Boston over a 10-year time span. This database incorporates specialists’ notes on the patients and also seriousness of sickness, indicative imaging exams, and a few different components.

The specialists needed to figure out what, on the off chance that anything, the specialists’ notes included best of the data accessible in the therapeutic records. They processed assumption scores from the notes to check whether there was any connection with what number of symptomatic imaging tests the specialists requested for patients.

In the event that restorative information alone was driving specialists’ choices, at that point opinion would not have any connection with the quantity of tests requested. Notwithstanding, the specialists found that when they represented every single other factor, the specialists’ estimations did to be sure help foresee what number of tests they would arrange. This impact was most grounded toward the start of a patient’s clinic stay, when specialists had less therapeutic data to go on, and after that declined as time passed by.

They additionally found that when specialists felt more negative about a patient’s condition, they requested all the more testing, yet just up to a specific point. On the off chance that they felt contrarily about the patient’s condition, they requested less tests.

“Unmistakably the doctors are utilizing something that isn’t in the information to drive some portion of their basic leadership,” Alhanai says. “What’s essential is that a portion of those concealed impacts are reflected by their slant.”

Nostalgic machines

Next, the scientists want to take in more about exactly what factors add to specialists’ premonitions. That could conceivably prompt the improvement of computerized reasoning frameworks that could figure out how to consolidate a similar data that specialists are utilizing to assess patients.

“The inquiry is, would you be able to get the machine to accomplish something to that effect? It would be extremely fascinating to train the machine to rough what the specialist encodes in their assessment by utilizing information not as of now caught by electronic wellbeing frameworks, for example, their discourse,” Alhanai says.

The exploration was financed by the National Institutes of Health (NIH) Neuroimaging Training Grant, the Abu Dhabi Education Council, the NIH Critical Care Informatics Grant, and the NIH Research Resource for Complex Physiologic Signals Grant.

Many young people still do not have a positive experience

The investigation was sparked by the suicide of an 18-year-old shortly after moving from child to adult mental health services.

The Healthcare Safety Investigation Branch (HSIB) said many young people experienced a difficult transition from child to adult care at exactly the time when they were most vulnerable.

Its report recommended a more flexible approach to moving into adult services instead of having the cut-off at 18.

Every year 25,000 make this transition.

But as adult services often have different thresholds for providing support, delays can happen or young people can lose their support altogether.

The HSIB — a new body set up to carry out no-blame investigations to help the NHS learn from mistakes — recommended a wider window so transition could take place gradually up to the age of 25.

The investigation was sparked by the suicide of an 18-year-old shortly after moving from child to adult mental health services.

It said the young man had been let down, with his child mental health service hampered by the pressure to pass him on to adult care.

The findings have been backed by those who have experienced the system.

‘Life on adult ward was scary’

Tee spent two years in a mental health hospital in Northampton when her transition from child to adult services went wrong.

She was self-harming when she was young and started getting help when she was 14.

Within three years, the process of moving to adult care began.

But there was a year delay before she got help, by which point she had to be admitted under the Mental Health Act after taking an overdose.

She describes her time on an adult ward as “very scary”.

More at https://bbc.in/2zlWFX3

What about the availability of drugs and treatments?

Fast-forward 70 years and the most common causes of death are cancer, suicide and heart conditions.

Nothing inspires national pride quite like the National Health Service. More than two-thirds of respondents in a recent poll said they considered the establishment of the institution, which turns 70 this week, to be Britain’s greatest achievement.

But it is a very different thing now compared with its earliest incarnation, when health boards took control of 2,751 of Britain’s 3,000 hospitals, which had been run by charities or local authorities. It is not just the illnesses, facilities, technologies and demographics that are different, but the service’s very purpose.

“When the NHS was founded it was intended to keep the workforce healthy, reduce premature death and allow a dignified end for everyone,” said Robert Freeman, a consultant orthopaedic surgeon. “There has been significant mission creep since and the NHS now has a much broader scope with a focus on prolonging life almost irrespective of quality.”

How has the NHS changed in 70 years?

The NHS has changed beyond all recognition since it treated its first patient, 13-year-old Sylvia Diggory, on 5 July 1948. At the time, government expenditure on the health service stood at about £14bn, at 2016-17 rates: by 2016-17 the figure had grown to £144.3bn. In terms of spend per capita this equates to around £260 in 1950 compared with £2,273 in today’s money.

The number of workers required to cater to the country’s care needs has also grown dramatically. At the time of the NHS’s foundation there were 12,000 full-time-equivalent hospital and community medical staff (doctors and dentists) across England and Wales. Today there are almost 110,000 such positions in England alone.

Equivalent figures for nurses begin in 1962, at which time there were 88,579 full-time positions, compared with 285,093 in 2017.

However, not all things have grown exponentially. The number of beds available in hospitals has dropped dramatically across the decades as care patterns have changed, especially as recovery times from surgery have got shorter.

Over the same period the UK’s population has grown, from about 50 million to 66 million, and the demographic shift towards an older population has heaped pressure on the NHS. When the NHS was founded in 1948, life expectancy was 66 for men and 70 for women. Today, it is 79.2 years for males and 82.9 years for females.

What has it got better at?

In 1948 people were most likely to die of infections and heart conditions. Fast-forward 70 years and the most common causes of death are cancer, suicide and heart conditions.

Cancer treatment has been a success story, with death rates peaking in the late 1980s before falling back to well below where they were in 1960, linked to the decline in smoking rates. However, survival rates in the UK still lag behind the European average, linked to people being diagnosed late.

Infant mortality rates have been reduced by more than 80% since 1960. Deaths from strokes and heart disease have fallen steeply, linked to greater use of preventive medication including statins and drugs to reduce blood pressure, and to the decline in smoking, which is partly the result of policies such as the indoor smoking ban.