Scene 1

Patient Satisfaction Rate  from Jan 2016 till June 2018

Patient Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 0.88600000000000001 0.9 0.92500000000000004 0.96200000000000052 0.92100000000000004 0.92500000000000004 0.89680000000000004 0.89990000000000003 0.94070000000000054 0.85890000000000055 0.93300000000000005 0.91 0.92 0.88 0.83000000000000052 0.87000000000000055 0.76000000000000056 0.83000000000000052 0.88 0.78900000000000003 0.87000000000000055 0.86000000000000054 0.82000000000000051 0.81 0.9 0.82000000000000051 0.88 0.85000000000000053 0.87000000000000055 0.88

Average % Year 91% 2016 84% 2017 87% Till Jun 2018

Scene 2

Volume of Activities Done by Complaint Office during 2016

Walk Round Survey Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 26 22 21 23 21 22 25 24 22 23 20 25 Home Calling Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 96 92 93 94 95 92 94 93 90 92 85 94 Reviewers at Office Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 38

Scene 3

Volume of Activities Done by Complaint Office From Jan 2017 Till June 2018

Walk Round Survey Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 30 22 20 23 25 22 26 23 21 25 23 24 23 26 24 22 27 25 Home Calling Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 92 86 95 90 83 80 83 81 75 72 85 67 25 75 82 35 75 78 Reviewers at Office Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 34 36 44 24 34 35 44 52 38 49 44 29 40 45 49 44 35 54 Complaint Boxes Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 11 16 16 22 21 29 31 51 37 31 26 28 14 15 33 27 15 16

Scene 4

Complaints Volume   from  Jan 2015 till June 2018

2015 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 5 6 5 6 4 7 3 10 14 6 10 6 2016 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 11 12 7 4 8 5 9 10 5 10 5 8 2017 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 15 23 24 9 25 18 22 33 10 15 10 20 Till June 2018 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 10 16 16 8 22 8

Year Monthly Average 2015 7 2016 7.8 2017 18.6 2018 till Jun 13

Scene 5

Complaints Volume by The Most Important  from Jan till June 2018

1St Mid Year 2018 Physician Staff Services 12 36 32

Overall 80 complaints (Monthly Average: 13)

Scene 6

Complaints Volume Related To Physician During  1 st  Mid year 2018

1St Mid year 2018 Complication Post Procedure Waiting Time Elevated Bad Physical Assessment Bad Communication Bad Diagnosis Lack of Physical Assessment 1 5 1 2 2 1

Scene 7

Complaints Volume Related To Staff  from Jan till June 2018

1St Mid year 2018 Bad Management for Appointment Bad Clinical Care Waiting Time Elevated Loss of Patient Valubles Bad Privacy Missed Lab Request Missed Procedure Bad Communication Wrong Paying Lack of Information Lack of Nurse Round Missed Medication Missed Meal Lack of Dietician Visit Linen Unchanging Complication Post IV insertion Delay in Response to Nurse Call Bad Hygiene Financial Error Medication Administration for the Wrong Patient 2 1 2 1 3 2 2 6 1 2 2 1 1 1 2 1 2 2 1 1

Scene 8

Complaints Volume Related To Services During  1 st  Mid year 2018

1St Mid year 2018 Bad Cleaning Low Quality of Product Waiting Time Elevated Lack of Baby Monitoring Uncomfortale Bed Bad 1st Class Services Noise Missed Meal Dealy of Maintenance Lack of visitors seats Unaccurate V/S Machine Loss of a Patient File Loss of Patient Valuables Delay of Lab Result Bad Smell Bad TV Service Lack of Bed for Patient`s accompanist Bad Privacy Bad Management during Patient Admission 2 2 7 1 2 2 2 1 1 2 1 1 1 1 1 1 1 1 1

Scene 9

Complaints Volume by The Most Important  In Year 2017

2017 Bad Communication Waiting Time Elevated Bad Clinical Care Bad Cleaning Bad Service Bad Environment 22 27 6 10 17 33

Scene 10

Staff Satisfaction Rate  from 2011 till 2017

Staff Satisfaction 2011 2012 2014 2015 2017 0.62400000000000189 0.70000000000000062 0.68799999999999994 0.66600000000000248 0.64880000000000249

Scene 11

Physician Satisfaction 2013 2014 0.77200000000000446 0.75670000000000515

Scene 12

% of Infectious   Hazardous  Waste  From 2014 till  Jun 2018

2014 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 0.2 0.21000000000000005 0.19 0.18600000000000005 0.15700000000000006 0.17200000000000001 0.17 0.17 0.18000000000000005 0.13800000000000001 0.13 0.12000000000000002 2015 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 0.15900000000000006 0.16500000000000001 0.16500000000000001 0.16400000000000001 0.15000000000000005 0.16200000000000001 0.15900000000000006 0.15200000000000005 0.14500000000000005 0.16600000000000001 0.129 0.14000000000000001 2016 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 0.19600000000000001 0.193 0.21400000000000005 0.22800000000000001 0.222 0.17500000000000004 0.16800000000000001 0.16 0.17100000000000001 0.15500000000000005 0.161 0.19400000000000001 2017 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 0.2225 0.22800000000000001 0.21400000000000005 0.21100000000000005 0.2266 0.19500000000000001 0.16300000000000001 0.14200000000000004 0.19500000000000001 0.18300000000000005 0.18600000000000005 0.19 2018 Till Jun Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 0.191 0.16700000000000001 0.16200000000000001 0.17200000000000001 0.14800000000000005 0.15200000000000005 Benchmark Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 0.2 0.2 0.2 0.2 0.2 0.2 0.2 0.2 0.2 0.2 0.2 0.2

Scene 13

Ratio 2016 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 0.33587509077705358 0.38010162268480691 0.37004069175992027 0.29308755760368682 0.36262582056892778 0.31872702650415941 0.23739546967605749 0.26455143850306923 0.26751918158567861 0.30363830925628682 0.2668547524078218 0.34150518251464723

Internal & External Bench (Ministry & WHO: 0.9-1.12Kg per patient

Patient Satisfaction Rate from Jan 2016 till June 2018

Scene 1 (0s)

Scene 2 (39s)

Scene 3 (1m 2s)

Scene 4 (1m 46s)

Scene 5 (2m 20s)

Scene 6 (2m 32s)

Scene 7 (2m 47s)

Scene 8 (3m 14s)

Scene 9 (3m 43s)

Scene 10 (3m 55s)

Scene 11 (4m 9s)

Scene 12 (4m 18s)

Scene 13 (5m 25s)