Aravind EYE Hospital

Presented By-
Dhananjay kumar
Jaipuria institute of management
Noida
Intelligence and Capability are not enough. There
must be the joy of doing something beautiful.

Dr. G. Venkataswamy
Introduction
Aravind Eye Hospital are the expression of a
vision quest, a response to the silent call of
thousands 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 needless
blindness in Tamil Nadu.
Aravind Eye Hospital is one of the World’s
best Eye care centre
Over 2.3 million out patients were treated and
 Cont……
Now Operating in the five cities with 2850
beds–Coimbatore, Madurai, Theni, Tirunelveli,
Pondichery .
Although two third of the patients are
provided free surgery.Still they are financially
independent
With less than 1%of the country’s ophthalmic
manpower, Aravind accounts for 5% of the
opthalmic surgeries performed nationwide.
 Services Offered

Retina and vitreous

Cataract/General ophthalmology
Nauru ophthalmology
Paediatric ophthalmology
Orbit and oculoplasty
Glaucoma
Uvea
Corena
Vision rehablitation centre
Other Services
Provide various education and training
programs
Providing Eye care products
Free services in the rural areas by various
campaign
Service Processing at Aravind eye care
centre
Exterrior Exterrior Reception Waiting Doctor<s Testing Reports Dresses Equpiment Medical
of the of the counter rooms$ cabin equipme prints s used by stores and
Of nurses
hopital hopital wash -nts nurses medicines
rooms given

Arrive at Gget receipt Go to Go to the Get in Get the Get Some Get the Pay the leave with
at the waiting doctors some test reports immediate medicines bills your medical
the
reception room cabin if aids by the products
hospital counter nurses and other
recomme
brought
n ted things

Nursing
Counter staff Nurses and Nursing Cashier Security
staff
doctors staff support
staffs

Staff
Finance
management
Department
Committee
persons

Staff
Cost and
Trainers Security
Selling Price
Department
calculating
staffs
Operation strategy
Mission

Competitive priority

Operation
strategy
Operation
structure
Perceived risk
Hospitals are having good infrastructure
As it is one of the best Eye hospitals of the
World and believe in providing the better
healthcare facility to its patients.
Better doctors
Use of latest technology
One aspect is transparency in terms of
charges and in terms of surgical operation
Critical business success
factors-
There are five Critical success factors..
2.Quality
3.Speed
4.Dependability
5.Flexibility
6.Cost
 1.Quality
Quality of Performance

Training to the nursing staff

Better research facilities
Aggressive hospitality displayed by employees
By showing empathy to the patient
Quality of Design
Service design
 Better expert system
Use of latest technology
 Free Treatment for poor patients
Quality of Conformance

Central team at LAICO coordinates with all the

hospitals for enhancing the application and
develops new applications for both internal
use and external use.

It has also started supporting other charitable

eye hospitals by implementing IT systems.
 2. Speed
Effective supply chain management

Providing treatment on the day of

registration.

Fast procedure from entry to exit.

Service Technology.
 3.Dependability

They have never postpone any surgery due to

the short of sources.

In Aravind hospital every patient will get

treatment weather patient have no money.

Every patients gets same treatment weather

patient is paying or not.
 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.
 5.Cost
For every thousand surgeries we do in
a year, about 300 come under the
pay segment. That is ten times what
an average private practitioner may
do. Our cost is much lower than a
private practitioner's. To put it
simplistically, we are to a large
extent helped by the inefficiency of
the private sector.
Problems at Aravind
Employees issues

They are paying less to their employees as

compare to the other private hospitals.

Work load is more in the hospital due to the

large number of patients.
 Customer’s Problem

Customer facing Long queue at the

time of registration.

Waiting for the treatment.

Patients who are not from south

India facing language problem.
 Others problems

All the Aravind eye hospital is located in

south india so that the there is problem of
ubiquity.

Due to its large number of patients in india

some times they are not able to serve all.

Climate of the location is not pleasing the

patients.
EXCEEDING THE
EXPECTATIONS
To exceed the customer service expectations they
provide highly personalized attention to it’s patients.
The hospital prepare a patient’s profile.

Counseling is done before the day of surgery.

Exceeding expectation through organizational design

appropriate staffing , training and good system.
Aravind Eye hospital give attention to all aspects.

Around 90% of patients comeback for treatment.

In hospitals customer perceptions are related to :
• Quality of service
• Price of service
• Consumer’s emotion state , etc

In hospital important features may include good

doctors, nursing, pharmacy, comfort , privacy ,
courtesy of staff , room price , etc.
Also includes good infrastructure such as-
examination rooms,patient department and they
are providing children’s play area so as to keep
them occupied
Aravind Hospitals provide all these facilities and
Thank you