KIMSHEALTH · Video testimonial
Proof of Work, Short Forms and QR Codes: The IT View From KIMSHEALTH
Anil Verghese, Head, Corporate Apps and Digital Initiatives, IT at KIMSHEALTH, worked with humblx as the hospital moved housekeeping, and then patient feedback, off paper. In this four-minute testimonial, recorded in 2024, he describes what changed for his team, for housekeeping staff and for patients giving feedback.
Anil VergheseHead, Corporate Apps and Digital Initiatives, IT, KIMSHEALTH
4:11 · Published Jun 2024 Watch on YouTube(opens in a new tab)
Key moments
In their words
Curated quotes from the video, lightly edited for readability. Press a time to play that moment.
Before: paper and follow-ups
“We've been struggling with papers, we've been struggling with follow-ups. There was no TAT; everything was just manually calculated, not trustworthy.”
00:13Anil Verghese Trust in the vendor
“Everything I've told, you guys implemented. Not everybody will accept everything, but you took everything seriously, and the housekeeping app came out really well.”
00:00Anil Verghese Partnership: listening first
“You guys are very interested in learning, and that's very rare when it comes to vendors. … You were one of the people I met who wanted to ask and understand my perspective, or at least what my pain points are.”
00:38Anil Verghese Before/after: staff get a voice
“Now we have a system in place where even the end user, the housekeeping team, has a valid point. They were the people being blamed everywhere, saying that they didn't do their job. Now you've given them a voice. There is proof.”
01:30Anil Verghese Proof and trust
“At the end of the day, there is proof that I worked. Nobody can complain and blame me. That is a very good thing: arming them with data.”
01:51Anil Verghese Fit to the hospital
“Then we moved to the feedback system. That was a massive move. The ready-made solutions didn't work for us. But you guys came up, and we started from the drawing board, A to Z.”
02:02Anil Verghese Adoption: patient behaviour
“Getting feedback from patients is very hard. If you ask them 50 questions, definitely nobody will come back. If there are 50 questions, I'll just close the page.”
02:28Anil Verghese Outcome: usable data
“Giving a responsive page is the only solution. I only need to mention my pain points or the positive side. It is easy, but at the end of the day I have enough data to understand where I am as a hospital.”
02:40Anil Verghese Adoption spreading
“The QR code implementation was also a very massive idea that we brought in. Now I have [another department] coming and asking to attach theirs there as well.”
03:06Anil Verghese Support and working style
“I question them once, they come back with three questions. So it's give and take; it's not just a one-sided flow.”
03:48Anil Verghese
In short
KIMSHEALTH replaced paper housekeeping records and hand-calculated turnaround times with humblx, giving housekeeping staff time-stamped proof of their work. It then rebuilt patient feedback around short QR-code forms designed with humblx, collecting 83,275 responses since February 2024.
Where did KIMSHEALTH start?
“We've been struggling with papers, we've been struggling with follow-ups. There was no TAT; everything was just manually calculated, not trustworthy.”
- Paper entries that cannot be verified cannot be used to manage vendors, plan staffing or answer a complaint.
- Digitising housekeeping was new ground for Anil too: when he first met the team, he did not know what humblx was.
Why did the way the vendor worked matter?
- The team asked about his pain points before building anything, which he calls "very rare when it comes to vendors".
- He describes a small, young team that implemented nearly everything he suggested.
- Questions flowed both ways: "I question them once, they come back with three questions."
- Ready-made feedback products had not suited KIMSHEALTH, so the system was designed with humblx from the drawing board.
How does proof of work help housekeeping staff?
- Staff used to take the blame when someone said a job had not been done; now, as he puts it, there is "proof that I worked".
- In Housekeeping, staff scan the area's QR code, complete the checklist and add a photo.
- Missed rounds escalate, and the same records serve as NABH audit records.
- At KIMSHEALTH, inspection frequency is now three times what it was on paper.
- Across humblx clients, the humblx impact report records vendor SLA delivery rising from 30% to 90%, with 90–95% of housekeeping spend verified against 55–60% on paper. See the ROI calculator.
Why do short feedback forms get more responses?
- Anil's rule: nobody answers 50 questions, so patients mention only their pain points or what went well.
- Short forms tied to one moment, such as discharge or an OPD visit, get more responses and point to a department.
- In Feedback Management, forms run on QR codes, tablets and WhatsApp, and negative feedback becomes a ticket.
What happens when other departments want the same QR codes?
- Anil counts the QR rollout among the project's biggest ideas: another department had asked to attach its service to the same codes.
- He also expected the same standard for out-patient (OP) feedback.
- Requests through the hospital helpdesk go to the right team; at KIMSHEALTH, turnaround from request to completion fell from 172 to 45 minutes.
What changed at KIMSHEALTH?
| Measure | Before | After |
|---|---|---|
| Inspections a year | 80,999 (FY2022) | 3.4× (FY2024) |
| Patient feedback a month | About 500 (paper register) | 4,448 (8.9×) |
| Feedback tickets completed | About 58% | 99.8% |
| Patient satisfaction | 3.75 / 5 | 4.6 / 5 |
Confirmed KIMSHEALTH results, recorded after this video and not attributed to Anil. Full rollout: KIMSHEALTH case study.
To talk through a similar rollout at your hospital, contact the humblx team.
Frequently asked questions
What did KIMSHEALTH digitise with humblx?
Housekeeping first, with QR code inspections and photo proof, then patient feedback, and now the Desk Management module too. More than 500 people have been trained on it.
How does digital housekeeping protect staff from unfair blame?
Every clean is logged with a QR scan, a checklist and a photo, so there is a time-stamped record of the work. When a complaint comes in, staff have proof that they worked.
How long should a hospital patient feedback form be?
Short enough to finish on a phone in a minute or two; as Anil Verghese says, nobody answers 50 questions.
Can other departments use the same QR codes?
QR codes already serve housekeeping inspections, Desk Management and Feedback Management. Plan how new services will be added before printing codes across the hospital.
