CASE ANALYSIS “ARAVIND EYE CARE

SYSTEM: GIVING THEM THE MOST

PRECIOUS GIFT”

By: Kritika Garg

PADMASHREE DR. G. VENKATASWAMY

popularly referred to as Dr. V

A person seized with a passion to eradicate needless blindness

ABOUT ARAVIND EYE HOSPITAL

Started with a modest 11 bed hospital Under a no profit no loss trust…

ARAVIND EYE HOSPITALS TO ARAVIND EYE CARE SYSTEM

Now….not merely a chain of hospitals, but an eye care manufacturing synthetic lenses, sutures, Eye pharmaceuticals, an institute for training, research, Eye bank, a women and child care centre, a post graduate

institute of ophthalmology outreach programs……….and much more.

MEASURES

Time management while conducting surgeries Conducting camps in rural areas Give free treatment to poor patients Train nurses from nearby villages

PROCEEDINGS

No “five star” customers to cross subsidize the poor Patients.

Emphasize on high productivity and volume No surgeries were done at the eye camp

sites, all patients were checked at the camp Those needing surgery were brought to the

main hospital

OUT PATIENT DEPARTMENTS

The workflow in the outpatient department, whether at the paying or free hospital was essentially the same

The hospital starts to let the first patient enter at 7:00 AM itself The computerized registration had made work easier, organised and

eradicate the need to same person for handling the same case every time Same data based is used and worked upon by different departments. Patients were escorted to the doctors by the staff Trained paramedical staff did the preliminary checks Counselor also provider to the patient for extra help like registering for the

room in case of surgery, type of room to be taken, requirement of particular doctor for the surgery, type of surgery etc.

SURGICAL WARDS

At 7 A.M., the doctor and the case writer were in the surgical gowns and masks.

The nursing staff had already come at 6.30 A.M While one patient is under surgery, the other one is being prepared side by

side for the surgery This model shows that the flow of patients in the ward is given due

consideration , and that too without compromising with quality or time of surgery.

They are very peculiar about the quality of surgery, instruments used, methods of surgery, hygiene etc.

EYE CAMPS

The eye camps were operated with a mission to make facility of eye care reach people at every nook and corner of Tamil Nadu

This aims at providing eye care even to those who are ignorant and unaware about their eye problems.

Not doing any surgery in camps shows that the doctors are very peculiar about the procedure of surgery and other hygienic measures

ANALYSIS OF THE CASE

This model was very different form other models of social and commercial entrepreneurship.

You don’t very often come across organizations wherein every employee works towards a single, unified and impactful goal.

Here’s an organization that has been created on a strong foundation of understanding the lives of its customers, and with the vision of improving them by each and every employee of the organization

The model is a great case study on multiple areas – Strategy, marketing, design thinking, leadership and operations.

ANALYSIS OF THE CASE

Leadership There are small things when done right, allow employees to be accountable

and empower them to lead the way in their own respective work. So, it’s not just imparting the strong sense of purpose, but guiding and

encouraging employees to achieve small goals to make the big vision happen

Marketting employees and the doctors advising on the best possible solution to the

patients – this resulting in a very high level of association and customer loyalty towards Aravind and of course a repeat customer base of close to 100%

empathizing with the consumer of their services comes very naturally to each employee.

ANALYSIS OF THE CASE

The success of the model to a large extent has emanated from their strategy.

The sense of purpose of the organization has been very clear, not just in the minds of their founders, but has been deliberately been reinforced into all its employees – to cure needless blindness, mostly caused by cataract. This can be rectified by a minor 15 min surgery in most cases.

employees at Aravind work beyond the usual desire of just making a career or earning an income.

At every stage they see themselves as improving the lives of people and bringing about a large impact to the society