HEALTH CARE SECTOR IN INDIA

PREPARED BY: JAY BOTADRA (2008016) MIRA SADHU (2008023) AMBUJ CHATURVEDI (2008064)

AMRITA VIRK (2008065) IVAN DMELLO (2008079) MONICA GOSWAMI (2008089) 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 like ambulances 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 the overall 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 Clinics which act as feeders to the main centre

4. Imagery, atmosphere, and experience Healthcare is a high contact service and hence design and layout, staff uniforms and appearance, furnishing and equipment installed, light and dcor play an important role

5. Extent of Delegation Hospitals delegate supplementary services to intermediaries Eg. Ecoclean for daily maintenance, ambulance service providers and others 6. Nature of Process Patients are treated on an individual basis and for the same services like online appointments, payments, etc are introduced 7. Servicing Protocol Most sensitive element Because prioritizing treatment depends on the seriousness of cases 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 like complex 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. 4.

When services should be delivered Hospitals work 24X7 but the OPD timings are fixed Responding to convenience Make the service available with utmost ease Eg. Patients can get appointments online at Apollo and can get whatever information they want like doctors / speciality / location etc

Role of Technology
1. 2. Information Revolution The use of Telemedicine and telehealth Consultations are now in real time and not on telephone 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 in India, it has become a hot spot for people requiring quality treatment

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 of operations in the industry Franchising, licensing and distribution Tie ups with companies Memberships

Thank You