healthcare industry - place

8/3/2019 Healthcare Industry - Place

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HEALTH CARE SECTOR ININDIA

PREPARED BY: AMRITA VIRK (2008065)

JAY BOTADRA (2008016) IVAN D’MELLO (2008079)

MIRA SADHU (2008023) MONICA GOSWAMI (2008089)

AMBUJ CHATURVEDI (2008064) SAMVEDNA SINGH (2008109)



Different Types of Health Services

• Hospitals

• Pathology Clinics

• Blood Banks

• Meditation Centres

• Emergency Services like Ambulances etc.

• Online Medical Services

• Telemedicine

• Naturopathy

• Yoga Centers

• Fitness Centers

• Laughter Clubs

• Health Spas



Designing of the services delivery

process

1. Nature of contact between service provider and customer

• Normally, patient goes to hospital for treatment

• But, in some emergency cases supplementary services likeambulances are offered along with a team of paramedics

• Hence there is a mix in nature of service delivery offered:

Customers visit the service site – eg. Regular OPDs

Providers come to Customer – eg. Ambulances

Arms length Transactions – eg. Telediagnostics and

teleconsultations.



2. Sequencing of the delivery process

• Blueprint helps to determine areas and their implications on theoverall process

• Below is an example one such blueprint



3. Location and Scheduling

• Fortis follows a “hub and spoke” model where national and

international patients can make appointments online

• Used to locate the position of trauma patient given the frequency

of accidents that happen

• Apollo uses the location feature by setting up Apollo Clinicswhich act as feeders to the main centre



4. Imagery, atmosphere, and experience

• Healthcare is a high contact service and hence design andlayout, staff uniforms and appearance, furnishing and equipmentinstalled, light and décor play an important role



5. Extent of Delegation

• Hospitals delegate supplementary services to intermediaries

• Eg. Ecoclean for daily maintenance, ambulance serviceproviders and others

6. Nature of Process

• Patients are treated on an individual basis and for the sameservices like online appointments, payments, etc are introduced

7. Servicing Protocol

• Most sensitive element

• Because prioritizing treatment depends on the seriousness ofcases

• Exemptions are made in cases of mass casualties, in-house

emergencies like cardiac arrest



Place & Time Decisions

1. Where to deliver services

• Less competitive services like pathology need 2 b easily available

• But, patients would need to travel for specialty services likecomplex surgeries

2. Choice of place depends on following factors

• Accessibility

• Space for future expansion

• Space for staff quarters

• Hostel facility in case of college

• There are not many hospitals nearby

• Treatment of region specific diseases

• Super specialty hospitals in case of places like Mumbai



3. When services should be delivered

• Hospitals work 24X7 but the OPD timings are fixed

4. Responding to convenience

• Make the service available with utmost ease

• Eg. Patients can get appointments online at Apollo and can getwhatever information they want like doctors / speciality / locationetc



Role of Technology

1. Information Revolution

• The use of Telemedicine and telehealth

• Consultations are now in real time and not on telephone

2. Typically Outsourced Non-Clinical Services

• Includes services in non-medical areas like ambulances,maintaining equipment, etc

• Also, includes outsourcing maintenance services

3. Medical Tourism

• Due to cheap and quality medical services that are available inIndia, it has become a hot spot for people requiring qualitytreatment



Servicescape

• The physical environment plays a crucial role

• The servicescape works as an

Attention creating mechanism

Message creating medium

Effect creating medium



Role of Intermediaries

• Intermediaries play an important role due to the complex nature ofoperations in the industry

Franchising, licensing and distribution

Tie ups with companies

Memberships



Thank You

healthcare industry - place

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