Hinduja Hospital Case Study

Hinduja Hospital excellence

Client Situation

www.hgsinteractive.com

Hinduja Hospital was looking for a unified patient experience strategy to provide online patient access.

Hinduja Hospital was founded by Parmanand

Deepchand Hinduja of Hinduja Group and Hinduja

Foundation, based on the belief "Healthcare &

Education Is Every Citizen's Birthright" to achieve

"QUALITY HEALTHCARE FOR ALL“.

Started in 1951, it was a small clinic with just 30 beds

serving quality healthcare to the needy, weaker

sections of society. Today, it has grown into an

ultra-modern multi-specialty tertiary care hospital with

world class infrastructure.

Over the years, Hinduja Hospital has been awarded

many accolades. A few are mentioned below:

IMC RBNQ Performance Excellence Trophy 2014

Excellence in Community Engagement

Healthcare Leadership Award

Special Jury Recognition for Operational Excellence

Healthcare Management Asia Awards 2012

Client Outcome

What We Did?

HGS Interactive worked on the strategy for creating a unified patient experience for Hinduja Hospital. We started off by building an engaging mobile and web presence and leveraged search, self help tools, blogs and forums to help patients reach Hinduja hospitals.

Key features for a unified patient experience.Online OPD appointments, Doctors schedule, smart FAQ’s and virtual assistance.

Proactive chat on the website coupled with contact centre support.

Community portal – articles, blogs, discussions, resources, videos.

www.hindujagroup.com www.hgsinteractive.com

How the business transformed from 2013 to 2014:

Activation

Intent

AffinityOpinion

Use online MHR and self helptools (symptom checker)

Read Blogs / Forums / Reviews

Search for symptoms / Ailments /Doctors and hospitals online

Biik appointment / VirtualOPD’s / Receive digital alerts

300,000online appointments booked

through the website with doctors

297,000confirmed OPD sessions conducted,

from the booked online appointments.

15,000virtual chat sessions with patients with

an average spend time of 2 minutes 45 seconds.

6,000+ department specific queries