Customer relationship management healthcare

Hospitals of Indripuram Noida

1. CUSTOMER RELATIONSHIP MANAGEMENT OF HEALTHCARE SECTOR COMPARATIVE STUDY BEWTEEN FORTIS AND KAILASH HOSPITAL SUMITTED BY: ARNISH MUKHERJEE DEBASHISH PANDA HARPREET SINGH RUPALI SINGH VAISHALI TANEJA

2. Fortis Healthcare Limited Corporate Amongst the largest healthcare service providers in India with 4,100operational beds across 63 healthcare facilities and total potential bed capacity of over 9,500 beds. Fortis Healthcare has a vision to set up a network of world - class super specialty hospitals linked with a larger network of multi-specialty hospitals to provide high quality healthcare to the people of India, through a hub and spoke model. Leader in the organized diagnostics segment with 12 Reference Labs, approx. 260 network laboratories and a footprint spanning over 5000 Collection points across 450 cities in India. Amongst the largest private diagnostic and imaging companies in Singapore Fortis Healthcare has taken its total operational hospital strength to 38 hospitals (including 12 satellite/heart command centers).

3. A young organization starting in 2001, gone on to become one of the largest healthcare delivery providers in the country 63 healthcare delivery facilities 36 operating facilities, 20 satellite and heart command centers and 7 hospitals under development Presence across key specialties in tertiary care like Cardiac Sciences, Neuro Sciences, Ortho, Renal Sciences, Gastroenterology, Oncology and Pulmonology Presence across ~ 18 States ~ 35 Cities

4. Fortis Photos

5. KAILASH HOSPITAL Kailash Hospital & Heart Institute(KHHI) has been a dream come true since the Group started with a small clinic 25 years ago. This 325 bed Super-specialty multi services hospital, accredited by NABH is the largest private hospital in Uttar Pradesh. The hospital caters to patients from all over UP, Delhi and other NCR towns . The salient features of this hospital are the specialized OPD with over 160 specialists and super specialists in various fields aided by a team of over 1200 staff members.

6. Continued.. Round the clock availability of a host of facilities such as Ambulance Services, Mobile CCU, Casualty and Emergency Services, Lab and Diagnostic Services, Chemist Shop and Blood Bank ensure smooth and efficient patient care. Kailash Hospital & Heart Institute, Noida has a well equipped 60 bedded Critical Care Unit with Ventilators, Defibrillator, Pulse Oximeter, Monitor and eight Major Operation

7. Kailash PHOTOS

8. CONTINUED... The hospital has been providing services in the fields of: Internal Medicine Cardiology Neuro surgery General Surgery ENT Gynaecology Pediatric Orthopaedic Ophthalmology Dental Physiotherapy Dermatology Transfusion Medicine

9. Reasons for using the using the CRM in health care. Patient acquisition: How do I get more patients coming to my facilities ? Patient retention : How do I get my patients continuing to use my facilities? Patient “win back” : How do I bring back patients who haven’t been using my facilities for some period of time ? New Movers: How do I attract prospective patients in my facility’s footprint

10. USES OF OPERATIONAL CRM IN KAILASH AND FORTIS Prevent and mitigate medical errors by integrating CRM data with medical history and clinical data. Generate marketing campaigns targeted at specific patient types by combining a knowledge base with scientific analytics and feedback mechanisms Reduce costs by consolidating systems and pooling resources to obtain economies of scale, improving utilization of appropriate healthcare resources.

11. Proactively managing chronically ill patients to target them with communications regarding educational offerings and remind them of ways to manage their illness. Analyze the performance of routine processes over time (such as admissions, discharges, transfers, and referrals) to eliminate unnecessary steps and increase patient satisfaction

12. Privilege card at Kailash hospital Privilege card

13. Problems faced Fortis: Important clinical information is not timely available: Outpatient information is not available when the patient is admitted to the hospital Inefficiency: Duplication of effort Time consuming Illegible records Missing medical records

14. Problem faced by Kailash at the of implementation. It takes a lot of time and training for employees to get accustomed with the CRM software. Some time the patients are not ready to give their personal information or give wrong information.

15. Comparative Assessment of Kailash and Fortis Hospital

16. CRM Practices

17. Implementation and Measurement of CRM strategies

18. CRM Software

19. CRM DATA for OPD patients. Kailash hospital OTP data

20. COMPLAINS/SUGGESTIONS FROM PATIENTS CUSTOMER RELATIONSHIP INTERACTION

21. Information Processing in Kailash Start with a baseline knowledge and experience Acquire information from the patient Supplement with examination and diagnostic testing – both past and present Use baseline knowledge, occasionally supplemented information at time of care, to formulate a plan of care

22. Information processing in Fortis Start with a baseline knowledge and experience Communicate the plan Orders/prescriptions – i.e. information transfer to other providers Information transfer to the patient Information to referring physician/PCP Orders implemented Charges applied to services rendered Use baseline knowledge or information at time of care, to formulate a plan of care every time for unique and highly satisfying service delivery.

23. Suggestions: Fortis Kailash Highly updated information should be revealed as such it does not threatens the customer. Cascading of data should not happen. Not a collaborative efforts, so it should be seen as a collaborative efforts on part of all the departments. Proper training should be given to the employees before the implementation stage of CRM.

24. Thank You Any Questions?