communication strategies in healthcare sector

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W H A T 1 doesC.R.M. mean,

in a healthcare business?



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Ms. Jane, Business Owner of MAX

Dr. Fix, Doctor

Mr. Sick, PatientMr. Sick, Patient



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To deliver world class healthcare with aservice focus, by creating an institution

committed to the highest standards ofmedical and service excellence, patient care,scientific knowledge and medical education ”



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To deliver world class healthcare with aservice focus, by creating an institution

committed to the highest standards ofmedical and service excellence , patient care ,scientific knowledge and medical education ”

P A T I E N T C E N T R I C

M E D I C A L E X C E L L E N C E

C O M P R E H E N S I V E N E S S



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H O W2 effectively isC.R.M. applied in

MAX Healthcare?



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M e d i c a l E x c e l l e n c e

Average Length of Stay

3.50

3.40

3.31

3.20

3.25

3.30

3.35

3.40

3.45

3.50

3.55

FY 2006-07 FY 2007-08 FY 2008-09

Year

D

a y s

( L e n g

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f S t a y

)



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• 4055 4055 Emergency Signage Branding aidsEmergency Recall

C o m p r e h e n s i v e n e s s



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• QuarterlyCustomerengagement

activities• Healthy

NeighbourhoodProgramme



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Scheduling Appointments

Cross GeographicalProfiling

Online Prescriptions & Medical History

C E N T R A L R E P O S I T O R Y

P a t i e n t C e n t r i c

Preferences



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T o b u i l d T R U S T

•

Power of patient experience• To facilitate repeatable businesses.



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Build Trust

Customer Experience

R A T I O N A L E X P E R I E N C E

E M O T I V E E X P E R I E N C E

Look – Feel –

Smell - TouchFront Office Nursing Care

Pharmacy, F&B,Housekeeping,etc

PhysiciansEquipment /Technology

Nursing Care Facilities

Physi-cians



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The MAX experience activates3 out of 5 senses, effectively.

SMELL• Trademark distinctive smell, specially designed to please the

customer.• Used on hand towels, in wash room toiletry & clinics.

TOUCH • All material of MAX healthcare are of the same materials.

SIGHT • All doctors and nurses have uniform coats.• All material & resources are of matching colour.



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W H O4 messages the brandto its customer?



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• Direct Marketing : In form of customerservice and regular updates

• Print advertisement : In selected high endmagazines

•

Innovative Branding : Internet Branding

The MAX Responsibilities



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w h o T h a n k y o u

communication strategies in healthcare sector

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