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Aravind Eye Hospital,

Madurai, India: In Service


for Sight

Quality of Service Free Hospital


Reliability
95% success rate in improving the vision through surgery

Responsiveness
Time for overall procedure was just of 3-4 days

Assurance
Knowledge and courtesy of employees, ability to convey trust and confidence
Visitor conversion rate 100% in 1991
Pre-operating procedure similar to that of paid division

Empathy
Doctors often indulged in personal talks with patients.

Tangibles
Only ICCE cataract treatments. ECCE were performed in special medical

cases
Only one of the other operating table equipped with operating
microscope
No beds. Only bamboo/coir mats with small pillows spread on the floor of
a big hall with 20-30 patients. Each hall had a self contained bathroom

Quality of Service Paying Hospital


Reliability
95% success rate in improving the vision of the patient

Responsiveness
Facility of A, B, C class rooms was provided with different level of

privacy and staffs serving to individual needs. In-patient


admission time for surgery was within 3 days

Assurance
Besides what was offered in the free hospital, pre-operating

procedure was standardized.

Tangibles
Both ICCE cataract as well as ECCE treatments. ICCE for a fee of

500 1000 and ECCE for 1500 - 2500


Both the other operating tables were equipped with operating
microscope
Three class of bedrooms A, B, C with varying facilities and privacy

Role of Aravinds Clinic & Support


Staff
To cure needless blindness caused by cataract
To work beyond carriers and income and make peoples lives

better
Internal Marketing: Training and motivating staffs to serve
patients well
Interactive Marketing: Organizing camps in association with
local businessmen and NGOs for the screening of people and
their eye-checkup
State of the art vertically integrated clinic to increase the
efficiency and reduce the cost

Weaknesses in Aravinds Model


Transportation
Patients required to come down to the hospital for surgery -

many had constraints which did not allow them to stay away
from home for long periods.

Variance in Occupancy Rate


Inflow of patients was irregular.

Scalability
Delivery model not very scalable. Camp could not be

conducted at a location which was very far from the hospitals.

Weaknesses in Aravinds Model


Management Family Run
Organization was family run
Organization could not grow due to constrained for good

managers

Lower Salaries
Lower salaries as compared to the other private hospitals

while it had longer and more strenuous working hours.


May not be able to retain the best talent.
Constraint on their medical staff which they may not be
able to grow at a rapid pace for the want of motivated and
dedicated people.

Scope of Improvement
Local Eye Care Centres
Local eye centres to offload the workload of 3 hospitals by

holding the screening tests and follow-up check ups


These centres could be located in a place such that the travelling
of patients to and from the centres is minimized. This would
increase the acceptance rate

Franchising
Standardization of the procedures followed by the franchising of

the centres by forming partnerships with other hospitals

THANK YOU

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