Apollo hospitals of India

By Sundari Divakarla 2k11073

Health care
Lack of adequate medical personnel & facilities. State provided most health care in India.

Dr. prathap c. reddy

Born in Madras. Served residency at Massachusetts General Hospital becoming specialist in cardiology. 1970s- Decided to create a private hospital with all medical specialties under one roof with state-of-the-art treatment.

Management principles

MANAGEMENT PHILOSOPHY
Medical Personnel

Medical Technology

Employees

Hospitality

Value

MANAGEMENT PHILOSOPHY
To give patients the most advanced medical care possible at high quality & with a human face. Hired top-quality doctors in all medical specialties. Well-trained support staff, facilities & most advanced medical technology.

MISSION
Our mission is to bring Healthcare of International standards within the reach of every individual. We are committed to the achievement and maintenance of excellence in education, research and healthcare for the benefit of humanity.

APOLLO HOSPITAL MADRAS

Apollo serves middle- to upper-income patients Apollo provides primary care service but they mainly focus on tertiary care service(advanced therapy and surgery)

MEDICAL PERSONNEL
120 consultant doctors were key to its reputation Benefits both hospital and consultant doctors

MEDICAL TECHNOLOGY
Signifies Apollos success & critical part of its services. Apollo carefully managed equipment purchases & utilization. Aim is to familiarize doctors & make them comfortable by adopting latest technology. Apollo treats patients as quickly as possible to reduce the average length of stay.

employees

Motivation Culture Compensation

HOSPITALITY
Meeting customers expectations. Employee training programs: Housekeeping staff- 15 days Functional training Behavioral training

Patient now tells at least 10 persons a day about bitter experience he had in a hospital

NEVER FORGET TO THANK THE PATIENT

value
Pioneer in cardiothoracic surgery. Mortality rates for bypass operations:2-3% Kidney transplantation 1st hospital to mandate that all donated blood be tested for HIV infection.

Total opportunity cost

Quick diagnosis & treatment Average stay- 7 days Average income of patients- ` 63,500 per year for 300 days of work Charged 10-15% less than top hospitals of Mumbai & New Delhi

Quality assurance
Guest Relations Departments 50 staff members interviewed patients. Patient complaints noted in writing. Recorded in database. Invitation to former patients.

ERA OF CHANGE
Improvements by pooling staff insights. Teams worked on: Overtime procedures Paging Hygiene Health education

Management issues

RECONCILING MEDICAL & BUSINESS GOALS

Training to committees of consultants & administrators. Collaborative problem solving & conflict resolution.

MARKETING APOLLO
In 1983 Pvt. Healthcare Luxury Convince and Justify Offered differential pricing to cater a wide market
State wise Patients Distribution
Madras Tamil Nadu Andhra Pradesh 30% Others

45%

12% 13%

Individual consumers
Preventive health measures Aimed at women Low-priced preventative check-up package for a family of 4 Specially priced diagnostic package

REFERRING DOCTORS

Consultations

Education Programs Apollo Heartbeat

CORPORATIONS
Preventative care and advanced treatment to employees of 150 organizations

Master Health Check ` 1250 for men & ` 1350 for women

BREAKTHROUGH

International reputation of excellence in medical care Increased revenue/bed, increase in fixed assets and capacity by 300%

BANGALORE
17000 16641 16021 15097 14016 New outpatients 12466 12000 11000 10000 9000 2006 2007 2008 2009 2010 11191 11082 9929 11631 Repeat outpatients

16000
15000 14000 13000

15285

PRICE COMPETITION

Free overnight accommodation on slow/festival seasons

Unique services at low cost for Corporations

Promoted cardiac surgery and laparoscopy

LESS FAMOUS CONSULTANTS

Full-time teams

Nationally renowned doctors

Building loyalty among consulting doctors

CONCLUSION

REFERENCES
Case study provided by Dr. K.K Rao www.google.com www.apollohospitals.com www.apolloahd.com