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KPIs and Data Analysis in Healthcare

The video explains the importance of KPIs (Key Performance Indicators) in healthcare. It outlines a six-step process to develop effective KPIs:

1. Selecting Indicators: Choose what to measure, considering types like structure, process, and outcome indicators.
2. Indicator Definition: Create clear definitions, including sample size, data collection methods, and frequency.
3. Data Collection: Develop a data collection plan, using either paper-based or electronic tools.
4. Data Analysis: Analyze data using Excel and basic statistics, presenting results clearly and avoiding raw tables.
5. Data Validation: Ensure accuracy by comparing samples and addressing discrepancies.
6. Conclusions and Recommendations: Use analyzed data to make informed decisions and improve performance.

This course is designed to train hospital staff on essential fire drill procedures, focusing on the PASS (Pull, Aim, Squeeze, Sweep) technique for using fire extinguishers and the RACE (Rescue, Alarm, Confine, Extinguish/Evacuate) protocol for fire emergencies. It aims to ensure staff can respond quickly and effectively to fire incidents, prioritizing safety and minimizing risks. Through practical exercises and theoretical knowledge, staff will be well-prepared to handle fire emergencies within the hospital environment.

The 5 Moments for Hand Hygiene approach was designed by the World Health Organization to minimise the risk of transmission of microorganisms between a healthcare worker, the patient, and the environment.

This course equips call centre Agents and Supervisors with the practical skills required to operate the VIEW360 platform efficiently in day‑to‑day customer service operations.

The training focuses on ticket management, customer communication, voice and chat handling, productivity tools, and basic performance monitoring, using the exact workflows available in VIEW360.

The content is derived directly from the official VIEW360 Agent and Supervisor manuals and structured for self‑paced e‑learning delivery, supported by scenarios and assessments.