Date post: | 15-Apr-2017 |
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Marketing |
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A Market Excellence Study Presented By:
HARSH RAJ CHAUHAN
THE EVOLUTION
DR. LIM CHEOK PENG
Founded in 1987
“EXCEPTIONAL
PATIENT CARE”
REGION’S BEST KNOWN BRANDS IN
PRIVATE HEALTH CARE
OVERVIEWBEST-IN-CLASS PATIENT
EXPERIENCE AND OUTCOMES
PART OF IHH HEALTHCARE, 2ND LARGEST HEALTHCARE
GROUP IN THE WORLD
HOLDING COMPANY
PARKWAY PANTAI
IMU HEALTH
ACIBADEM HOLDINGS
Asia’s Largest integrated private healthcare group
Renowned for clinical excellence in the Central & Eastern Europe, Middle East
and North Africa region.
IHH’s medical education arm; higher learning institutions
What to expect ?No before-hand APPOINTMENTS!
Just ask for ASSISTANCE
Entitled to request a 2nd
opinion from an accredited
doctor!
Post-surgical care insurance: coverage for treatment of post-
surgical complications
5-star amenities: High speed internet, video-
on-demand, video games, dedicated
medical staff for each suite
BUSINESS VENTURESGleneagles Hospital, Singapore
270 licensed bed tertiary acute care hospital providing services in cardiology, gastro-enterology, liver transplants, oncology &
more…
BUSINESS VENTURESMt. Elizabeth Hospital,
Singapore345 licensed bed tertiary acute care hospital
providing services in cardio-thoracic vascular surgery, neuro-surgery, orthopedics
& more…
BUSINESS VENTURESDanat Al Emarat, Abu Dhabi
117 licensed beds, a VIP floor, 10 delivery suites & 4 operating theatres: Paediatrics,
neonatology, women’s diagnostic imaging & more…
BUSINESS VENTURESApollo Gleneagles Hospital,
India
425 licensed bed multi-speciality tertiary hospital focused on cardiology & transpants:
Only hospital in India to be JCI accredited.
MISSION & VISIONMISSION
To make a difference in people’s lives through excellent patient care
VISION
The global leader in value-based integrated healthcare
MAJOR RISKS &CHALLENGES
Parkway Hospitals dependent on private specialists instead of
DOCTORS!
GAP between Perceived & Expected Service GAP between Management
Perceptions & Service Quality Specification
GAP between Service Quality Specification &
Service Delivery
With many hospitals in Asia, how can Parkway position itself to attract more patients?
RELIABILITY
RESPONSIVENESS
ASSURANCE
EMPATHY
TANGIBLES
SERVQUAL ATTRIBUTES
RELIABILITY
Provide services as promised Performing services right the first time
Maintaining error-free records Providing services at the promised time
RESPONSIVENESS
Prompt service to customers
Willingness to help customers
Readiness to respond to customer’s requests
ASSURANCE
Instill confidence in customers
Making customers feel safe in their investment
Consistently courteous
EMPATHY
Giving customers individual attention
Having the customer’s best interest at heart
Understand the needs of the customers
TANGIBLES
Modern equipment
State of the art technology
Visually appealing facilities
DISCLAIMERCreated By Harsh Raj Chauhan, Delhi
Technological University, during a marketing internship by
Prof. Sameer Mathur, IIM Lucknow