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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
Responsiveness
Facility of A, B, C class rooms was provided with different level of
Assurance
Besides what was offered in the free hospital, pre-operating
Tangibles
Both ICCE cataract as well as ECCE treatments. ICCE for a fee of
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
many had constraints which did not allow them to stay away
from home for long periods.
Scalability
Delivery model not very scalable. Camp could not be
managers
Lower Salaries
Lower salaries as compared to the other private hospitals
Scope of Improvement
Local Eye Care Centres
Local eye centres to offload the workload of 3 hospitals by
Franchising
Standardization of the procedures followed by the franchising of
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