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Service Standard at Apollo Bhubaneswar Amogh's Monologue
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Article
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02 - 01 - 2014
Amogh Mund

Service Standard at Apollo

Bhubaneswar - Amogh's Monologue
Contents
1. Service Standard at Apollo Bhubaneswar - Amogh's Monologue .... 2
My Experience at Apollo. ................................................................... 2
1.2. About Author ................................................................................. 5

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1. Service Standard at Apollo Bhubaneswar Amogh's Monologue

I always believed Apollo to one of the premiere Health Services in India with over
54 Hospitals in India. Wow !!! Isn't that amazing. I was going through the website
and found great English about Compassion, Value, Patient Centric... bla bla bla.
In deed,.. reflection of great Intent.
My Experience at Apollo.

I have had 3 experiences with Apollo, lately. One when my friend was admitted
for BP, once my cousin for Typhoid and lately on 23-Dec-13 I had a first-hand inpatient experience. I must say, my experiences left me wondering and being
surprised.
Apollo hospital in Bhubaneswar appeared to me as a 5-Star in Health Services in
Odisha second to none. Understandably they leave no opportunity to try and bill
the patients, for revenue targets matter. And I am fine with it believing that
patients need to be equally careful about their pocket and ask difficult questions
to doctor instead of having fear of unknown that the doctor may feel bad. Well
he is not offering any free service to feel bad about questions relating to your
bills.
But Alas,.. What I experience here as an in-patient !!! In the 3 days I have had
opportunity to experience every section of Health and Hospitality services.
Significant flaws in each of it. People here themselves have so many concerns
relating to quality of service that they have internally begun to console
themselves that this is a concern in Apollo BBSR only and not Apollo as a whole.
Now this is a Danger signal when employees themselves began to believe it so
much that they have started acknowledging.
Certainly it has not been a value-for-money. I took this situation as an opportunity
and tried to find out more to confirm if it was a one odd event or an invisible
culture around here thats creeped in. The most painful comment I heard from a
employee here is "Odisha people are like that. They are not professionals and not
service oriented. Rather the workers from Kerela are better." Hmmm.

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In my limited exposure,.. I have learnt about concerns in Admission process,

Room Maintenance and InPatient Welcome Process, Nursing Guidelines, Patient
Service and Care, Canteen Preparation. The concern is Policy that is usually build
to guide people have drawn boundaries. Patients for whose care and comfort
these policies were designed has completely been lost somewhere. One
employee commented "Sir these people come from a background where
teaching them is so difficult. I will definitely complaint the same to his
supervisor." And the only thing I wanted to hear was never mentioned by anyone.
I wanted to know what are they going to do for me for my bad experience despite
making payment in full. There was no comment on that. Only that,.. "I will
complaint him and her and they will look after. Plz donot worry." Can U believe
that.
Do you think there is merit in my observation ?? Why not speak to couple of
people who happened to have experienced in-patient services. In-Patient
services means those who had to be admitted. I have taken the initiative to
validate my observation and am convinced that those are common experiences.
The general belief is that the in-patient service is in state of needs-improvement
around here and that several Patients and respective attendants complaint about
it and employees including doctors acknowledge same. This despite footing huge
bills.
Is this mailer merely an additional complaint !!! NO. I desire to experience that
Apollo - Bhubaneswar is a desired destination for health-care services. I have a
strong self-belief that the change is possible. And it is possible in a period of 6 - 9
months through careful cultural change. A culture of Patient Care. I wish to see
results to my expectations as a Patient seeking care and paying for it.
Either way I pray that the services here at Apollo improves dramatically and that
employee celebrating in a culture where they proudly put Patient Health along
with Patient and Respective Attendant's experience first.
Pointers to my experience.
1. Room had to be shifted from 424 to 429 between 7PM and 11PM. A full story
of employees not able to even visualize patient concerns lies in it. Employees
divided and not united by policy visible.
2. Basic behaviour and culture in approaching to a patients room and interacting
with patient not in place.
3. Poor Quality/taste of food is reaching patient despite so many checks and
balances.
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4. Nursing done by Patient Care who donot have Nursing in his/her heart and
mind. People seem just doing their job.
5. Few employee who know the difference between right and wrong doesn't
know how to deliver knowledge to their next line of staff.
6. Suffocation among service supervisors due to lack of ability to influence the
actions among concerned employees.
7. Admissions wait time can be better managed if some-one genuinely listens.
8. In a nutshell,.. there is no one listening and hence the no acknowledgement of
concerns and hence no improvement actions and hence no improvement.
God Bless Apollo Hospital Bhubaneswar.
- Amogh, 02-Jan-2014

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1.2. About Author

Amogh is a active social thinker from state of Odisha. He shares deep
concern over social and political state of affairs of India as a whole and
aspires to put his skills and knowledge for service of nation and its
people. He is a management graduate with years of experience
working in corporate world, esp in the area of IT and Quality
Management. Currently he is a full time social activist working for the
interest and rights of people. He lives in Bhubaneswar and can be
contacted at amogh.mund@gmail.com or 9658226644.

This Article underscores the need for private health care services to live
up to the expectation and deliver value-for-money and shed the ego in
its service delivery through proper management services bringing
about lasting cultural change among the team of Apollo Hospital
Bhubaneswar.

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