Dr. R Balasubramaniam, Member HR, Capacity Building Commission, and the team visited AIIMS, Delhi.

The Capacity Building Commission (CBC) is conducting an extensive research study across Public Sector Hospitals to comprehend citizen-centric practices in healthcare delivery and propose templates for scaling those practices in other healthcare institutions.

Therefore, this visit aimed to gain firsthand insights into how processes, governance, and patient experience are interconnected.

The Director, Shri Srinivas, presented details about the initiatives in AIIMS, Delhi, that have improved patient experiences. The Heads of Departments, faculty members, discussed their experiences and how they contribute to these initiatives.

Dr. Balasubramaniam interacted with healthcare service providers, front desk officers, and some patients about these services.

This exercise is part of a larger effort to identify and document citizen-centric best practices. It also seeks to facilitate the exchange of ideas across public sector hospitals and develop models that can guide hospitals across India and globally.

The exceptional zeal and leadership capabilities of specific department staff, such as the NICU department, were insightful.

The cross-pollination of such practices will significantly enhance the citizen-centricity of healthcare services.

The insights gained from this visit will contribute to the development of healthcare systems that are accessible, transparent, and compassionate, with citizens firmly at the centre.