PRESENTED BY: GROUP 5ANCHAL GHAI (500802501)RISHAMDEEP KAUR (500801515)SHRAY JALI (500901062)VISHAL CHAUDHARY (500901067)

Apollo hospitals of India

Health care• Lack of adequate medical

personnel & facilities.• State provided most health care in

India.Hospital Sector

Private Nursing Homes

Government & charitable missionary hospitals

• Born in Madras.• Served residency at

Massachusetts General Hospital becoming specialist in cardiology.

• 1970s- Decided to create a private hospital with all medical specialties under one roof with state-of-the-art treatment.

Dr. prathap c. reddy

Management principles

Respect for individuals

Encouragement of individual growth

Open constructive organizational climate

Personal rapport between top management & employees

Decentralized management

MANAGEMENT PHILOSOPHY

Medical Technology

Medical Personnel

Employees

ValueHospitality

MANAGEMENT PHILOSOPHY• To give patients the most

advanced medical care possible at high quality & “with a human face”.

• Hired top-quality doctors in all medical specialties.

• Well-trained support staff, facilities & most advanced medical technology.

MISSION• Our mission is to bring Healthcare of International

standards within the reach of every individual. We are committed to the achievement and maintenance of excellence in education, research and healthcare for the benefit of humanity”.

APOLLO HOSPITAL MADRAS

• Apollo serves middle- to upper-income patients

• Apollo provides primary care service but they mainly focus on tertiary care service(advanced therapy and surgery)

MEDICAL PERSONNEL

• 120 consultant doctors were key to its reputation

• Benefits both hospital and consultant doctors

MEDICAL TECHNOLOGY• Signifies Apollo’s success & critical part of its services.• Apollo carefully managed equipment purchases &

utilization.• Aim is to familiarize doctors & make them comfortable

by adopting latest technology.• Apollo treats patients as quickly as possible to reduce

the average length of stay.

employees

• Motivation• Culture• Compensation

HOSPITALITY

• Meeting customers’ expectations.

• Employee training programs: Housekeeping staff- 15 daysFunctional trainingBehavioral training

“Patient now tells at least 10 persons a day about bitter experience he had in a hospital”

“NEVER FORGET TO THANK THE PATIENT”

value• Pioneer in cardiothoracic surgery.• Mortality rates for bypass operations:2-3%• Kidney transplantation• 1st hospital to mandate that all donated blood be

tested for HIV infection.

Total opportunity cost

• Quick diagnosis & treatment

• Average stay- 7 days• Average income of patients- ` 63,500 per year for 300 days of work

• Charged 10-15% less than top hospitals of Mumbai & New Delhi

Quality assurance

• Guest Relations Department’s 50 staff members interviewed patients.

• Patient complaints noted in writing.

• Recorded in database.• Invitation to former patients.

ERA OF “CHANGE”

• Improvements by pooling staff insights.• Teams worked on: Overtime procedures Paging Hygiene Health education

Management issues

RECONCILING MEDICAL & BUSINESS GOALS

• Training to committees of consultants & administrators.

• Collaborative problem solving & conflict resolution.

MARKETING APOLLO• In 1983 Pvt. Healthcare Luxury Convince and Justify•Offered differential pricing to cater a wide market

30%

12%13%

45%

State wise Patients Distribution

Madras Tamil Nadu Andhra Pradesh Others

Individual consumers

• Preventive health measures

• Aimed at women

• Low-priced preventative check-up package for a family of 4

• Specially priced diagnostic package

REFERRING DOCTORS

• Consultations

• Education Programs Apollo Heartbeat

CORPORATIONS• Preventative care and advanced treatment to employees

of 150 organizations

• Master Health Check ` 1250 for men & ` 1350 for women

BREAKTHROUGH

• International reputation of excellence in medical care

• Increased revenue/bed, increase in fixed assets and capacity by 300%

HYDERABAD

1990 1991 1992 1993 19949000

10000

11000

12000

13000

14000

15000

16000

17000

14016

16641

15097 15285

16021

12466

11191 1108211631

9929

New outpatientsRepeat outpatients

PRICE COMPETITION

Free overnight accommodation on slow/festival

seasons

Unique services at low cost for

Corporations

Promoted cardiac surgery and laparoscopy

LESS FAMOUS CONSULTANTS

Building loyalty among

consulting doctors

Nationally renowned

doctors

Full-time teams

CONCLUSION

REFERENCES

• Case study provided by Dr. K.K De• www.google.com• www.apollohospitals.com• www.apolloahd.com