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2014-15

UNIT : Apollo Hospitals, Bhubaneswar UNIT HEAD : B K Subodh SIngh. 2014-15. “A goal without a plan is just a wish”. What is the vision for your unit?.

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2014-15

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  1. UNIT : Apollo Hospitals, Bhubaneswar UNIT HEAD : B K SubodhSIngh 2014-15 “A goal without a plan is just a wish”

  2. What is the vision for your unit? Vision – To sustain a leadership positionin healthcare in the region through Excellence in Health Care delivery to achieve the highest level of patient satisfaction. “Where there is a vision, there is hope”

  3. Do the SWOT Analysis for your hospital as a whole Robust infrastructure and state-of-the-art technology A young team Excellent team of medical professionals Enhanced quality culture and staff involvement The organization functions as a team Well laid out System & SOP Brand equity Emergency & critical care Performing high-end surgical procedures with highest success rate in the region Round the clock support of Diagnostics / ER / STRENGTHS WEAKNESSES OPPORTUNITIES THREATS “Success is achieved by developing our strengths and not by crying over our weaknesses”

  4. Do the SWOT Analysis for your hospital as a whole • Robust infrastructure and state-of-the-art technology • Excellent team of healthcare professionals • Well laid out System & SOP • High-end tertiary care centre in various Medical & Surgical Disciplines • Round the clock support of Diagnostics / ER / Blood bank / Pharmacy Lab services • IT driven processes and transactions (e-HIS) • Accredited by NABH / NABL & ISO 22000:2005 • Part of a large healthcare group • Availability of Telemedicine facility • Empanelled by Maximum no. of Corporate & TPA establishments • A growing centre for Research, education activities & clinical trials & Academic excellence – CME / CNE / DNB program • Neo-natal ICU with 24x7 paediatrician (on-site) support • High end & safe Dialysis facility operating round the clock STRENGTHS “Success is achieved by developing our strengths and not by crying over our weaknesses”

  5. Do the SWOT Analysis for your hospital as a whole WEAKNESS Untrained manpower High HR Cost Insufficient beds/ot’S ETC Attrition is high Non-availability of local venbdors Perceived to be expensive by clients No commitment Consultant support / commitment Apollo culture and ethos not imbibed completely Occupancy certificate Accommodation for staff Oncology Nursing college “Success is achieved by developing our strengths and not by crying over our weaknesses”

  6. Do the SWOT Analysis for your hospital as a whole OPPORTUNITIES Infrastructure development – OT / ICU / Patient beds / etc Enhancement of research & academic activities Establishment of a nursing college / training facility Increase in market penetration and reach through Telemedicine Implementation of Medmantra 3.4.2 Centralised hostel accommodation Evolve as a six sigma & 5S organisation High-end Oncology centre Demand of critical care beds Absence of adequate medical care facilities in the region “Success is achieved by developing our strengths and not by crying over our weaknesses”

  7. Do the SWOT Analysis for your hospital as a whole THREATS Providng service to CGHS and other state based organisations Retaining skilled healthcare professionals Competition Disaster occurrence Attrition Constant comparison with other Apollo Group locations Ramp AIIMS “Success is achieved by developing our strengths and not by crying over our weaknesses”

  8. PATIENTS EMPLOYEES COMMUNITY INVESTORS “We are in the business of meeting the stakeholders expectations”

  9. PATIENTS • EXPECTATIONS • CLINICAL • Prompt, efficient and compassionate (TLC) medical & Nursing care • Qualified and experienced medical professionals • Best clinical outcome • Quick recovery – minimum length of stay • Minimum diagnostics to be prescribed • Greater clinician involvement / regular visits • Greater patient & NOK involvement in treatment plan / plan of care • No scope for clinical error / adverse events • Regular communication & counseling • EXPECTATIONS • SERVICES • Transparency in billing • Prompt and (TLC) good Nursing care • Service of timely, hot & prescribed diet service • Post discharge followup • Dedicated & centralised AHC services • Less cost of treatment • Prompt service of PCA & HK • Minimum TAT of services • Hospital hygiene and cleanliness • Prompt transportation – no waiting time • TPA / Corporate discharge • EXPECTATIONS • OTHERS • Facility of stay for attendants • Free parking services • 24x7 Cafeteria • Customer delight measures • Children play facility for Pediatric patients • Noise free environment in the night • ICU waiting area • Personalised care & Guidance to patients • Availability of Private nurse • Door to door sample collection & Home based Physiotherapy services • Free ambulance drop services • Accurate treatment estimate • Prompt communication of TPA / Corporate (Credit limit)/ Insurance status • Discount • Disaster management “If you align expectations with reality you will never be disappointed”

  10. PATIENTS STRENGTHS WEAKNESSES OPPORTUNITIES THREATS • Excellent medical professionals • Greater involvement of healthcare professionals • Cutting edge technology • Well defined clinical pathways & service protocols • Well planned & equipped F&B dept • Availability of ample parking space • Ambulance network • Hospital Hygiene & Cleanliness • Non-updated version of Medmantra • Inaccurate / Unrealistic estimates by medical professionals • Case selection • Scarcity of trained nursing & para-medical professionals • Perceived as a costly hospital EXPECTATIONS CLINICAL SERVICE OTHERS • Comparison with other medical facilities in the region • Attrition resulting in inconsistency of service level • Foreign currency valuation Vs Rupee • Lack of adequate space for Attendants • Inadequate infrastructure • Reducing clinical / medication and other errors • Minimizing Services TAT • All facilities under one roof • connect with Inaccurate / Unrealistic estimates by medical professionals • Creating WOW experience through TLC / Apollo service excellence model • Home care services List the expectations of your patients on clinical services, service standards and other aspects and then do a SWOT on these expectations “High expectations are the key to everything”

  11. PATIENTS STRENGTHS WEAKNESSES EXPECTATIONS CLINICAL SERVICE OTHERS OPPORTUNITIES THREATS List the expectations of your patients on clinical services, service standards and other aspects and then do a SWOT on these expectations “High expectations are the key to everything”

  12. EMPLOYEES EXPECTATIONS DOCTORS : NURSES : SUPPORT : ADMIN “Employees always live up to the managers expectations, what about the managers?”

  13. EMPLOYEES STRENGTHS WEAKNESSES EXPECTATIONS DOCTORS NURSES SUPPORT ADMIN OPPORTUNITIES THREATS List the expectations of your doctors, nurses, support & admin staff and then do a SWOT on these expectations “A manager always gets the employees he deserves”

  14. INVESTORS EXPECTATIONS CUSTOMER SATISFACTION : REPUTATION : FINANCIAL RETURNS : GROWTH “Price is what you pay, value is what you get”

  15. INVESTORS STRENGTHS WEAKNESSES EXPECTATIONS CUSTOMER SATISFACTION REPUTATION FINANCIAL RETURNS GROWTH OPPORTUNITIES THREATS List the expectations of your investors in terms of customer satisfaction, reputation, financial returns and growth and then do a SWOT on these expectations “You can spend what you earn”

  16. COMMUNITY EXPECTATIONS NEIGHBORHOOD : MARKET : BRAND “In our mad world we forget that we live in a community”

  17. COMMUNITY STRENGTHS WEAKNESSES EXPECTATIONS NEIGHBORHOOD MARKET BRAND OPPORTUNITIES THREATS • Region evolving as a Medical Hub • Connecting with society through CSR work List the expectations of your neighborhood, market and brand and then do a SWOT on these expectations “It takes 30 years to build a reputation and 1 second to ruin it”

  18. PATIENTS EMPLOYEES COMMUNITY INVESTORS STRENGTHS WEAKNESSES 2014-15 GOALS ROUTINE GROWTH CONTINUING BEST PRACTISES NEW INITIATIVES OPPORTUNITIES THREATS “A good plan is one where the execution is great”

  19. PATIENTS EMPLOYEES COMMUNITY INVESTORS STRENGTHS WEAKNESSES OPPORTUNITIES THREATS 2014-15 GOALS ROUTINE GROWTH CONTINUING BEST PRACTISES NEW INITIATIVES List your goals for the next year under each category and complete the chart The goals should impact the stakeholders as per the SWOT done in earlier slides

  20. PATIENTS EMPLOYEES COMMUNITY INVESTORS STRENGTHS WEAKNESSES OPPORTUNITIES THREATS 2014-15 GOALS ROUTINE GROWTH CONTINUING BEST PRACTISES NEW INITIATIVES List your targets for the next year under each category as per the routine growth The goals should impact the stakeholders as per the SWOT done in earlier slides

  21. PATIENTS EMPLOYEES COMMUNITY INVESTORS STRENGTHS WEAKNESSES OPPORTUNITIES THREATS 2014-15 GOALS ROUTINE GROWTH CONTINUING BEST PRACTISES NEW INITIATIVES What are the five best-practices which produced results in the current year and how you will build on this next year The goals should impact the stakeholders as per the SWOT done in earlier slides

  22. PATIENTS EMPLOYEES COMMUNITY INVESTORS STRENGTHS WEAKNESSES OPPORTUNITIES THREATS 2014-15 GOALS ROUTINE GROWTH CONTINUING BEST PRACTISES NEW INITIATIVES What are the five best-practices you intend to introduce in the current year and what are the targets The goals should impact the stakeholders as per the SWOT done in earlier slides

  23. 2014-15 SCORE CARD Add impact of regular growth, sustenance of best practices of current year and best practices for the next year and set the targets for each of these items for the next year This is in addition to the regular KRA’s and Finance Targets being reported to Corporate Finance

  24. 2014-15 SCORE CARD This is in addition to the regular KRA’s and Finance Targets being reported to Corporate Finance This will be the weekly monitoring sheet for 2014-15

  25. What are the three specific things you will do as a team for each of the stakeholders? EMPLOYEES PATIENTS EMPLOYEES INVESTORS COMMUNITY This is beyond what you have already put into the targets

  26. What are your requirements to deliver the Annual Plans? EMPLOYEES CAPEX OPEX POLICY DECISIONS OTHERS These should practical and relevant to your unit and viability must be considered

  27. PERFORMANCE MANAGEMENT & INCENTIVES What are the disincentives & incentives for performance? EMPLOYEES UPTO 80% OF TARGET 80%-90% OF TARGET 90%-100% OF TARGET ABOVE 100% OF TARGET What are your suggestions for performance management

  28. All these are in addition to the formats sent by corporate. So complete both these formats and send them within 5 days of receipt. This will be the basis of discussion during the review meetings Please attach the Completed Formats from Corporate to this document

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