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Aravind EYE Hospital
Presented By-Dhananjay kumar
Jaipuria institute of management
Noida
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Intelligence and Capability are not enough. Theremust be the joy
of doing something beautiful.
Dr. G. Venkataswamy
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IntroductionAravind Eye Hospital are the expression of a
vision quest, a response to the silent call ofthousands who have
lost their sight.
Under the leadership of Dr. G. Venkataswamy,Aravind Eye Hospital
was founded in Madurai
in 1976 with the mission to eradicate needlessblindness in Tamil
Nadu.
Aravind Eye Hospital is one of the Worldsbest Eye care
centre
Over 2.3 million out patients were treated and
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ContNow Operating in the five cities with 2850
bedsCoimbatore, Madurai, Theni, Tirunelveli,Pondichery .
Although two third of the patients areprovided free
surgery.Still they are financiallyindependent
With less than 1%of the countrys ophthalmicmanpower, Aravind
accounts for 5% of theopthalmic surgeries performed nationwide.
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Services Offered
Retina and vitreous
Cataract/General ophthalmology
Nauru ophthalmologyPaediatric ophthalmology
Orbit and oculoplasty
Glaucoma
Uvea
Corena
Vision rehablitation centre
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Other ServicesProvide various education and training
programs
Providing Eye care productsFree services in the rural areas by
various
campaign
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Service Processing at Aravind eye carecentre
Exterrior
of thehopital
Nursingstaff
Cashier
SecurityDepartment
Securitysupportstaffs
StaffTrainers
Waiting
rooms$washrooms
Doctor
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Operation strategyMission
Competitive priority
Operation
strategy
Operation
structure
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Perceived riskHospitals are having good infrastructure
As it is one of the best Eye hospitals of theWorld and believe
in providing the betterhealthcare facility to its patients.
Better doctors
Use of latest technologyOne aspect is transparency in terms
of
charges and in terms of surgical operation
i i l b i
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Critical business successfactors-
There are five Critical success factors..
2.Quality
3.Speed4.Dependability
5.Flexibility
6.Cost
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1.QualityQuality of Performance
Training to the nursing staffBetter research
facilitiesAggressive hospitality displayed by employees
By showing empathy to the patient
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Quality of DesignService design
Better expert system
Use of latest technology
Free Treatment for poor patients
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Quality of Conformance
Central team at LAICO coordinates with all thehospitals for
enhancing the application anddevelops new applications for both
internaluse and external use.
It has also started supporting other charitableeye hospitals by
implementing IT systems.
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2. SpeedEffective supply chain management
Providing treatment on the day ofregistration.
Fast procedure from entry to exit.
Service Technology.
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3.Dependability
They have never postpone any surgery due to
the short of sources.
In Aravind hospital every patient will gettreatment weather
patient have no money.
Every patients gets same treatment weatherpatient is paying or
not.
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4.Flexibility 24X7 emergency service to the customer.
Doctors are working long hours because they
have a sense of purpose. 400 surgeries per doctor per month are
more
compare to the average in other however.
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5.CostFor every thousand surgeries we do in
a year, about 300 come under thepay segment. That is ten times
whatan average private practitioner maydo. Our cost is much lower
than aprivate practitioner's. To put itsimplistically, we are to a
large
extent helped by the inefficiency ofthe private sector.
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Problems at AravindEmployees issues
They are paying less to their employees ascompare to the other
private hospitals.
Work load is more in the hospital due to thelarge number of
patients.
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Customers Problem
Customer facing Long queue at thetime of registration.
Waiting for the treatment.
Patients who are not from southIndia facing language
problem.
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Others problems
All the Aravind eye hospital is located insouth india so that
the there is problem of
ubiquity.
Due to its large number of patients in indiasome times they are
not able to serve all.
Climate of the location is not pleasing thepatients.
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To exceed the customer service expectations theyprovide highly
personalized attention to its patients.
The hospital prepare a patients profile.
Counseling is done before the day of surgery.
Exceeding expectation through organizational designappropriate
staffing , training and good system.Aravind Eye hospital give
attention to all aspects.
Around 90% of patients comeback for treatment.
EXCEEDING THE
EXPECTATIONS
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In hospitals customer perceptions are related to : Quality of
service Price of service
Consumers emotion state , etc
In hospital important features may include gooddoctors, nursing,
pharmacy, comfort , privacy ,
courtesy of staff , room price , etc.Also includes good
infrastructure such as-examination rooms,patient department and
theyare providing childrens play area so as to keepthem
occupiedAravind Hospitals provide all these facilities and
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Thank you
