Human Resource Strategies for Apollo Health and Lifestyle Ltd.AHLL treats patients as its customers. So in order to deliver the best experience and service to its customer, proper utilization of human resource, like franchisee, physician and supportive staff, is very much essential and also keep them motivated to give best performance consistently. As AHLL follows franchisee model thus some of key HR strategies followed by AHLL are:

1. Rigorous process of selection of Franchisees.2. Prior to the commencement of business operations, each franchisee

shall undergo a comprehensive business education programme that is designed to meet the needs of the franchisee operating “The Apollo Clinic”, and is conducted by the Indian Institute of Management, Bangalore for a period of 15 days.

3. AHLL provides training to the staff of the franchisee, at the Clinic premises, which includes establishing and standardizing procedures essential to the operation.

4. AHLL also organizes service quality training, operations training, and provides inputs for manpower planning including job responsibility and reward structure and guidelines on manpower selection.

5. In addition, AHLL organizes CME programmes to be conducted at various clinics. These CMEs are organized by pharmaceutical companies and co- ordinated by AHLL. CMEs are viewed by medical fraternity as a means of updating themselves about the latest happenings in the medical field, and a useful source of learning.

6. It also enables measurement of the efficiency of each of functional area on a regular basis so that organisation can provide critical inputs into the Rewards and Recognition Mechanism

7. The service quality audit is also use people related auditing tool in which the parameters assessed as people related are the skills and attitudinal elements of functioning. It also addresses the area of personal grooming, uniforms, and general appearance of staff.

AHLL’s Human Resource Advisory Service:

The human resource advisory service focuses on identifying the manpower needs of the hospital in line with the planned clinical and administrative

services portfolio. It also addresses specific job profiles, approach to recruitment and training needs.

Apollo’s Human Resources teams undertake a critical evaluation of the manpower requirements and availability. A mix of doctors, technicians and nurses are recommended after considering the medical services offered by the hospital. The qualifications and the background required for successful operations of the hospital are some of the aspects that would be brought to light during the manpower-planning phase.

In the absence of a readily available team of doctors, nurses and technicians, we develop a long-term strategy and plan of action to identify, recruit and train various levels of professionals for these categories. This is accomplished by developing local-expertise and capabilities within the hospital, and therefore a knowledge-transfer plan is initiated to ensure long-term compliance with the goals.