Be Well Hospitals - a multi-specialty secondary healthcare chain of hospitals is set up in the suburbs, industrial towns and district headquarters of the South Indian state of Tamil Nadu. The hospital chain co-founded by Dr. C.J.Vetrievel in 2011, fulfills the need of quality healthcare services in secondary healthcare market segment. They provide access to high-quality primary and secondary healthcare services at affordable price to the semi-urban and rural population through their chain of multi-specialty hospitals. In the four and half years, since its founding, Be Well has set up eight hospitals with a combined capacity of more than 280 beds and has treated close to 500,000 patients. The case describes Be Well's extensive programs to achieve service excellence by building a high-quality healthcare delivery system using standard operating procedures (SOPs) in both clinical and non-clinical operations. It provides detailed information on the genesis of the service excellence initiative, the data collection system to understand key operating parameters, converting operating goals into procedures, and the implementation challenges across multiple locations of a multi-specialty tertiary care hospital. The case deals with a leadership challenge of extending the system of controls in both clinical and non-clinical operations while trying to balance it with the need for motivation among both internal employees and contracting doctors. A complicating factor is the accreditation process that the hospital chain is trying to pass which would extend its market reach and strengthen the brand. The top management of the chain needs to decide on the institutionalization of standard operating procedures and metrics, tying them to incentives and compensation systems ,and adding a Health Management Information System to achieve its service excellence goals. And, it wants to ensure that operational excellence does not compromise the patient experience.

【書誌情報】

ページ数：21ページ

サイズ：A4

商品番号：HBSP-ISB193

発行日：2020/5/20

登録日：2020/8/7