Case: Shouldice Hospital Limited

PRESENTED BY: GROUP-3

THE CASE
History- Dr. Shouldice- Shouldice method for

treatment of hernia The Patients Experience The nurses experience The doctors experience The facility Administration The market

Question 1
How should Shouldice capitalize on the 1% medical

doctor patients? Medical doctors who have been operated at Shouldice should be asked to recommend other patients for Shouldice to prevent other forms of advertisements. They should also make an effort in having those doctors be a part of their system by showing them the experience and perks of being a doctor there making it easy for them to expand in future.

Question 2

Should Shouldice establish another hospital with similar design but specializing in other varieties of surgeries? Specialization can be done but in areas where operations are not much complicated. Shouldice should think of expanding in different areas of operations only after they have fully made use of the opportunities that exist in the Hernia operation they work on. They should expand into other countries and also train their future staff and also come out with a leader like the existing one for their future endevours.

Question 3
Should operations be conducted on Saturdays for

good utilization of the facility? Yes. Newer doctors should conduct the normal operations on Saturdays by giving them more incentives and by doing so they should make sure that the experience factor or the quality factor for the patients is not diluted. They should also make sure that there is enough off days to compensate for the extra effort since it might lead to stress issues.

Question 4
Will it be easy to maintain the same kind of working relationships and attitudes if expansion is done? Yes by investing in training new employees. Also, older employees should mentor the newer ones. Since they already finding a new leader to replace Dr. Degani. They should start finding two and start training them in such a manner that the leadership goals are met. Training the employees will take place but the assurance of quality and experience and only happen if the leadership is strong.

Service Quality : Reliability

Surgeons interviewed on various aspects

Experience ii. Good education iii. Domestic situation iv. Habits & Interests v. Reasons for Shift of Positions Experienced surgeons performed complex surgeries Every surgeon learnt Shouldice technique with perfection On time administration of sedative
i.

Service Quality : Reliability

Doctors and staff were kept motivated by proper and

lucrative incentives. Proper operations with a flow to what has to be done when.

Flowchart
DiagnosisOut Patient by mail & In Patient in premises
Dinner & recreation(9 pm) wt Operated Patients Operation Prerequisites -5:30 am(1st Patient)

Discharge4th Day

Acceptance -Brochure & Guidance Sheet / Rejection

Nurse orientation 4:30pm

Operation 7:30am(1st Patient)

Interaction Session9pm

Arrival at Hospital 1pm3pm-[1st phase (Waiting Room) Examination (20 Minutes)]1 Hour

Room Allotment

Walk to Post Op Room8:15am

Exercise SessionsTill 9pm

Service Quality : Assurance

Allowing patients to interact with patients who were

already operated that day Walk to the post operation room as a sign to show fitness

Service Quality : Responsiveness

Room allotted after an hour of arrival

Former Shouldice patients suffering recurrences

assigned to the doctors to allow them to learn from their mistakes

Service Quality : Empathy

Encouraged patients to socialize (9:00 pm)

Orientation by the nurses (4:30 pm)

Carpeted floor avoided the possibility of a fall, a

smell other than that of disinfectant Steps with a small rise Parents accompanying children for an operation to stay for free

Service Quality: Physical Evidence

Food preparation for staff and patients in the same

kitchen Open lounge area and other recreational areas Spacious facility allowing patients to walk freely

Areas of improvement/investment in service delivery system

Room allotment should be decided before the

patients arrival to reduce time Dropping of luggage to their rooms Provision for an alarm system in case of emergency only (as no phones in room)

Thank You

Abhina Mudgal Anudeep Reddy Karthik K. Bhandary Rashika Binani Namitha Verma Sudeep Saini