Download - Healthcare in India_2
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Vinay gupta
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WhyHealthcare is Important ?
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FACTS AND FIGURE
According to the World Health Organization
900,000 Indians die each year from drinking
contaminated water and breathing in polluted
air
it was estimated in 2002 by the World Health
Organisation that around 700,000 Indians die
each year from diarrhoea.
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Half ofchildren in India are underweight, one of
the highest rates in the world and nearly same
as Sub-Saharan Africa. India contributes to
about 5.6 million child deaths every year, more
than half the world's total population.
HDI Ranking between 126 to 138 from last 10
years.
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RELIABILITY Ensuring that Doctors are well trained and
experienced
ASSURANCE Trust, the number of successful treatments
TANGIBLES Gate of bldg, surrounding area, Surgery
equipments, Rooms
EMPATHY Courtesy shown by nurses, ward boys etc
RESPONSIVENESS Emergency responsiveness
PRODUCTIVITY AND QUALITY
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Last Price Market
Cap.
(Rs. cr.)
Sales
Turnover
Net Profit Total
Assets
Fortis Health 157.20 6,368.44 174.45 -7.15 2,824.45
Apollo
Hospital475.90 5,934.98 1,457.98 118.07 2,231.76
Opto Circuits 287.90 5,287.27 401.23 140.25 1,055.93
Indraprastha37.05 339.65 436.48 31.06 164.99
Kovai
Medical124.70 136.45 130.41 11.59 148.42
Lotus Eye
Care12.30 25.58 14.17 -0.24 54.19
Competition
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We have a very simple business model that keeps you as the centre.
1). Elaborate and exclusive Patient Care and Clinical Coordination teams at each partner
hospital.
2). Provide you the smoothest and seamless care ever imagined. With a ratio of one
Patient Care Manager to five patients our patient care standards are unmatched across
the sub continent.
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WHO ARE THE CUSTOMERS IN A
HOSPITAL?
Patients
Family members
Referral Doctors
Suppliers
Employees
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WHAT IS PATIENT
SATISFACTION?
Patient Satisfaction is
1). hospital services and its perception by the patient minus patientexpectations
0 = Patient Satisfied
- = Patient Dissatisfied+ = Patient Delighted
2). measures need to be developed from the patients perspective.
3). Patients are becoming better informed.
4). Involve patients for making improvements.
5). Patient satisfaction is not Static but Dynamic
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SERVICE TRIANGLE
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PROVIDER
COMPANY
CUSTOMER
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UNIQUE CHARACTERISTICS
y Intangibility
Association
Ph
ysical representation
Documentation
y Perishability
Peak time EssentialServices
y Variability
Training to doctors
Training to external
customers
y Inseparability
Training of internal
employees
Innovational services
Video Conferencing
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7 PS
Product
Place
Promotion Price
People
Process Physical evidence
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PRODUCT
Both intangible and
tangible, seeking to
satisfy the new wantsand demands of the
consumer.
Service products of the
hospitals normallyhave the following
features.
Quality Level
Accessories
Packaging (Bundling)like offering full health
checkup.
Product line
Brand name
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PLACE
Under hospital
marketing, distribution of
Medicare services plays
a crucial role.
Location of the hospital,
Instrumentality etc
.Ex. Sai baba hospital in
Whitefield, Bangalore.
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PROMOTION
Word-of-mouth plays anvery important role inpromotion ofhospitals.
Either advertisement orPR or sometimes both.
Print media like
Newspapers, MagazinesJournals andPeriodicals.
Hoardings and wallwritings near themarkets and recreationcenters.
CSR activities to createawareness among thepeople.
Ex. Aids awarenesscamp, Blood donationcamps etc.
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HOSPITAL IN MEDIA...
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PRICE
Absolute total charge
increase
Corridors for individualitem codes
Competitive price limits
Reasonable return on
investment (ROI)
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What price differences can I expect inrelation to the costs for Healthcare in
U.S.A, Canada, Japan, Australia, Europe
and Asian Countries ?
The price of your total package inclusive
ofhealthcare procedure, inpatient care,
pre and post procedure
accommodation at luxury Hotel,
personal assistance, transfers, travel
and tours costs can be 50% - 80%
cheaper than the procedure alone costs
(for the same procedure) you will find in
the above-mentioned countries. Thus
you will pay less for world-class
healthcare services, visit India
(combine and enjoy your
vacations/leisure) and at the same time
can manage a big saving.
Source : http://www.medhelpindia.com/med_india.htm
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PEOPLE
Internal customers of
the hospitals which
includes doctors,
nurses, supporting
staff etc.
Patients
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PROCESS
Different tasks that areperformed by the hospital.
Communication within thesetup.
Experts and specialists ofdifferent disciplines
Quick and healthy serviceunder all situations fromthe staff.
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Result
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PHYSICAL EVIDENCE
Physical evidence can bein the form of smartbuildings, logos, mascots
etc.
Proper diagnosis andcure of the problem.
Diagnostic equipmentsused in the hospitals.
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Best Interior Design Hospital
DUBAI, United Arab Emirates
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SEGMENTATION
Need for segmentation:
In a nutshell, hospitalorganizations need to
undertake segmentation inorder to simplify their task ofcreating and stimulatingdemand.
In this way they can identify
the potential customers,transform them into actualcustomers and further intohabitual customers.
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SEGMENTATION
CONT
y Non-users: They lack the willingness, desire andability (income & leisure time).
y Potential Users: They have the willingness but themarketing resources have not been usedoptimally to influence their impulse.
y Actual Users: They are already using the services
generated by th
eh
ospitaly Occasional Users: They have not formed the habit
of visitinghospitals
y Habitual Users: They have formed a habit andavail of the services regularly.
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MAJOR COMPETITORS
Apollo Hospital
Pristine Hospital
Max India
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CONCLUSION
Since we say Health is wealth in allcircumstances.
Hospitals and doctors are the predominantcontributors towards takingcare ofhealth.
The service given by these institutes will bethe highest value in the mind of the people.
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