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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)
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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
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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.
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2. Sequencing of the delivery process
• Blueprint helps to determine areas and their implications on theoverall process
• Below is an example one such blueprint
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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
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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
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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
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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
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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
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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
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Servicescape
• The physical environment plays a crucial role
• The servicescape works as an
Attention creating mechanism
Message creating medium
Effect creating medium
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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
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Thank You
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