INDIAN HEALTH CARE INDUSTRY

Sujith SurendranTPS marketing

20083

About the case study

• Case study has been conducted by IIM students, Kozhikode (Calicut)

• Growth of Indian health care industry• Services offered by hospitals

Reasons for the revolution

• Huge population• Doctors are less in number• Highest infant mortality rate (74 out of 1000)

Rural area• One of the worst• Lack of facilities• No family planning• Low level income

Urban area• Adequate resources• People are educated• Depending on private

services.• High level income

Private • Using latest technical

equipments• Services are available in

competent prices

public• Old technologies• Services are not good

Objective

• Evaluate the services offered by the hospitals in Calicut using the SERVQUAL scale

Hospitals

• GVT hospitals like Medical College Hospital.• Profit oriented hospitals • Mission/charity hospitals• Small private clinics

Nirmala Hospital

• HISTORY: founded in 1938 by a priest Fr. F X Rocca.

• MISSION : Provide Quality Medical care Social & family welfare

Service offerings

• 14 special depatments• In – patient bed strength is 300• 31 doctors• Nurses are selected from the hospital owned

nursing school

Baby Memorial Hospital

• HISTORY : Started In 1987• MISSION : Professional excellence and perfect

patient care• Nearly 100 doctors

Measurement

TANGIBLES Quality of medical equipment Size/quality of rooms Quality of interiors

RELIABILTY Timely attention Diagnosis accuracy

ASSURANCE Hospital reputation Professionalism of staff Reassuring behaviour.