MAXHEALTHCARESubmitted by:

Tarunima Mago: 009 Robin Vishal: 038 Abhilasha Singh: 058 Sandeep Kumar: 061(B.Tech. MBA-Dual Degree)

About MAX.Max Healthcare Institute is based in New Delhi, India. Was first Set-up in 2000.Owned by Max India Ltd., established in 1985.Max India Ltd. Is a Public Limited Company, listed in NSE and BSE of India. With nearly 37k shareholders.Dr. Ajay Bakshi as MD and CEO.Providing healthcare in over 30 disciplines.

Situated in Delhi, NCR, and Punjab.

Operating In 6 cities.

10 Centres.

MAX Group.MAX Healthcare.MAX Life Insurance.MAX BUPA.MAX NEEMAN.MAX Speciality Products.MAX India Foundation.MAX Antara.

Service Blueprint For Max Hospital.

Operational Design.Based on Simulation model.It provides information about the number of persons in a certain segment.All persons are assumed to have a constant walking behavior.

Operational Design Objectives.To regulate patient/visitor traffic.To cut down operational costs.To favor quick accessibility to testing labs, operation theatres.To consider future expansion.

7Ps Of Marketing

7Ps Of Marketing

1.PRODUCT:

Core Level: Comprises of basic treatment facilities and services offered by the hospital like the diagnostic, emergency and casualty services.

Expected Level: It comprises of the cleanliness and hygiene, air conditioning, comfort levels maintained in the hospital.

Augmented Level: International patient services, expat services, complimentary services.

The Company has an integrated services portfolio from primary care, secondary care, tertiary care and now quaternary care in key specialities. Max Medcentre at Panchsheel Park, New Delhi focus on primary care; secondary care facilities are available at hospitals at Pitampura, Noida, and state-of-the art tertiary care facilities are available at Saket, Patparganj and Shalimar Bagh in South, East and North-West Delhi respectively as well as in Mohali and Bathinda in Punjab.*

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Emergency Services:Emergency MedicineDedicated & fully equipped resuscitation procedure.Trained Ambulance staff.World-class communication infrastructure.Fully equipped cardiac life support ambulances.State-of-the-art emergency response and management system.Specialized Dialysis unit.

2. Superspeciality servicesAesthetic and Reconstructive Surgery ENTEye CareOncology/Cancer careMinimal Access surgeryOrthopedicsObstetrics and GynaecologyMedical and surgical gastroenterologyEndocrine SurgeryCardiac SurgeryMetabolic/ bariatric surgeryNeurosciences Audiology and speech therapyDermatology

3. Medical Services:

InjuriesCardiac problemsRespiratory ProblemsStrokeDiabetesMaternal/NeonatalEpilepsyUnconsciousnessAnimal BiteFeverInfections

4. International patients services

Get expert opinionRelationship ManagersAppointment-Facilitation.NewslettersInformation on various special offers, benefits etc.Access to exclusive events.Complimentary ambulance services.Upgrade cards for privileged members.

5. Other ServicesBlood Bank24*7 Max PharmacyRegional TranslatorsLab Services 24 *7

PRICEPricing strategy in case of the hospital is decided after consultation with the concerned doctors.Discounts:

-Get 10% Discount on OPD (Investigations, Diagnostics & Consultations) in MAX HEALTHCAREhttp://synergydiscounts.com/OutletDetails.aspx?PartnerID=473.438

Loyalty programmes: Offer various discounts and waivers.

Maxoffers loyalty programmes for customers. The cost in most cases is between Rs 500 and 3,500, depending on the tenure and the scheme.

CARD CARE

APOLLO HOSPITAL(Bangalore):Rs 50015-20 per cent discounts on OPD and diagnostics, 15 per cent on health check-up, free dental check-up, 6 per cent on medicines, 10-15 per cent on room rent

FORTIS HEALTHCARE*(All network hospitals):free10 per cent discount on OPD and diagnostics, free ambulance for pick up and drop, priority admission and exclusive assistance

MAX HEALTHCARE INSTITUTE(New Delhi):free10-20 per cent discount on OPD, hospitalization and diagnostics, 5 per cent on medicines

INDUS HEALTH PLUS(10 cities):Rs 3,500 or Rs 90015-40 per cent discount on OPD, diagnostics, MRI scan and CT scan, 10-20 per cent discount on hospitalisation and 10 per cent on pharma

SBI platinum Corporate cards:

30%Inaugural discount on all Standard Preventive Health Check at Max. Healthcare for new card members (limited period offer valid for one month).20%discount on Max Standard Preventive Health Check - for existing card members.15%discount on eye and dental treatments.20%discount on Outpatient Diagnostics, Investigations and15%discount on Consultation fees.10%discount on Inpatient - Room rent, Investigation and Diagnostics.Quarterly discounts on lifestyle packages.Invites to various free camps and talks.

PLACEMax Superspeciality hospital, SaketMax superspeciality hospital, PatparganjMax superspeciality hospital, Shalimar baghMax superspeciality hospital, PitampuraMax superspeciality hospital, Panchsheel parkMax superspeciality hospital, GurgaonMax superspeciality hospital, Noida

PROMOTION

Blog: http://maxhealthcarehospitals.blog.com/Facebook Page: https://www.facebook.com/MaxHealthcareHospitals

Social snapshotRoughly 70% of women diagnosed with#BreastCancer have no identifiable risk factors for the disease.

Youtube: http://www.youtube.com/user/maxhcvideosTwitter: https://twitter.com/MaxHealthcarePinterest: http://www.pinterest.com/maxhealthcare/Walkathon for Healthy joints.I love me campaign against breast cancer.

The fight against#BreastCanceris on! Uploading a picture will bring about a change in someones life! Max will contribute to the treatment of underprivileged women on every upload.Participate now:http://on.fb.me/1hpA10a#ILoveMe

PEOPLELeadership

Trained medical professionals like the doctors. (867 )3.Nurses4.Administrative staff5.Full time Employees

6.Support staff7.Trainees8.Resident doctors9.Patients

PROCESSJoining Phase: It includes the arrival of the patient, registration done where patient has to make an initial deposit and a file is opened in their name to check the past records.

Intensive consumption phase:

Diagnosis: Where the consultant diagnosis the problem.Treatment: Illness is treated with proper medication.Information about further action given. (Diet, medication etc)

Detachment phase:

Discharge of the patientPayments settled

4. Feedback: Filling of an evaluation form to check whether the customer satisfied.

PHYSICAL EVIDENCE

HygieneAmbienceCorporate image: Corporate AVSegregated into different superspeciality departments.Centrally air conditioned with good ventilation.Seamless information flow. (Hospital Information systems)NABH accredited hospital.Front Office.Internationally benchmarked patient safety and quality metrics.

RATER MODEL

RELIABILITYThe ability to perform the promised service dependably and Accurately

Judged by:Timeliness of service (24x7 emergency services)Consistency/Regularity (preventive as well as curative medicine)Accuracy (using cutting edge technology and the best team of doctors)

HOWEVER,

ASSURANCEThe knowledge and courtesy of staff; their ability to inspire trust and confidence

Staff competence Credibility Probity and confidentiality Safety and security

ACCREDITATION:

FICCI Awardfor Operational Excellence inHealthcare DeliveryFICCI Award for Operational Excellence in Environmental ConservationFICCI Healthcare Excellence AwardsD L Shah National Award on 'Economics of Quality'NABH Accreditation forBlood bankNABHNABLISO 9001:2000 & ISO 14001:2004

Max Health care hospitals become the first in north India to receive prestigious National Accreditation NABH, Honorable President of India Dr. APJ Abdul Kalam conferred the honor upon Max Devki Devi Heart & Vascular Institute and Max Super Specialty Hospital on 9th Feb 2007.

Max Institute of Minimal Access, Metabolic &Bariatric Surgery,The medical team is proud of having had the honour of operating on HisHoliness, TheDalai Lamaand His Excellency, Shri K R Narayanan, the former President of India

TANGIBLESIt is judges by Physical facilities, Equipment , Technology and employees

MAX Hospital provides:1900 beds and 12 hospitals inDelhi-NCR, Punjab and Uttarakhandover 1600 world-class doctors and 5400 support staff275 ICU beds & the most advanced technology and state-of-the-art infrastructure

EMPATHYJudges by:Access (to staff, services, information)

Multiple reception countersInformation brochuresCommunication (clear, appropriate, timely) Services appropriate for patients needs

Regular visits by doctors, dieticiansNurses to regularly check on patientsFood and medicines delivered to patient roomIndividualized attention

Special requests are accommodated

RESPONSIVENESSWillingness to help

Reflected by positive attitude of staffPrompt attention to requests, questions

Elaborate consultation with doctorsProblem resolution Complaint handling

Feedback forms upon dischargeFlexibility

HARD AND SOFT STANDARDS

Hard versus Soft StandardsHard --- things that can be counted, timed, or observed through auditsSoft ---must be documented using perceptual measures--- but can be measured

Examples of Measures (Hard)Time in Line, Service TimeNumber of Errors (Mistakes) per patient diagnosis and treatment.Counts of Smiles, Using patient Name, Using Protocol.Violation of Dress CodeAvailability of Systems (Phone Lines, Power)

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Examples of Measures (Hard)Number of Complaints ReceivedNumber of health ClaimsReturn on AssetsNumber of Repeat patientsNumber of Infections per Surgery

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Examples of Measures (Hard)Accuracy in diagnosis resultsTools AvailabilityExceptions to ProceduresViolations of Regulatory Codes

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Examples of Measures (Soft)SafetyConvenienceCleanlinessAvailabilityConsistencyHospitalityCredibility

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For Max hospitals Hard Standards are:-They are having large pool of Doctors and supporting staff. 1900 beds 12 hospitals, 1600 world class doctors,5400 supporting staff.The large number of specialties 30+ e.g Joint replacement surgery, Cardiac Surgery, Heart-Bypass surgeryThe health awareness moots.

The high success rate of surgery's.The number and quality of preventive health care plans

The soft standards are:-You can select the doctor for appointment from the list on website where their profile is displayed.

They treat every patient with VIP care.The supporting staff instructs for every stepThe cleanliness.The doctors visits to the patients place for check up if the patient is not able to come.They provide visiting instructions, Driving directions, valet parking and much more.

The Company has an integrated services portfolio from primary care, secondary care, tertiary care and now quaternary care in key specialities. Max Medcentre at Panchsheel Park, New Delhi focus on primary care; secondary care facilities are available at hospitals at Pitampura, Noida, and state-of-the art tertiary care facilities are available at Saket, Patparganj and Shalimar Bagh in South, East and North-West Delhi respectively as well as in Mohali and Bathinda in Punjab.**

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