Team Excellence – Live Case Studies

Max Super Speciality Hospital, Patparganj
Uday - Improving Patient Retention from OPD
India

Tuesday, May 1
9:15 AM - 10:15 AM
Location: WSCC 608

For the last couple of years, the Max Super Specialty Hospital witnessed a significant drop in the retention of rack-paying patients being advised admission through OPD. Identifying reasons for losing many patients to competition and plugging the gaps in the existing system suggested a need for detailed analysis and overall process re-engineering. It is true that in a healthcare establishing high-quality medical care and having star clinicians isn’t the only driver of patient retention. With this in mind, the front office hospital team demonstrated its vital role in the hospital’s organization chart by turning patients into loyal customers through process efficiency. With Lean Six Sigma methodology, the team worked toward plugging the gaps in the existing system at no additional cost, thereby increasing the number of admissions by 47 percent (30–44 per day) with incremental revenue of US$11.9 million. Best practice of this project was replicated across the entire network, resulting in an overall impact of US$25.9 million. Apart from achieving a healthy P&L, other indicators positively impacted with this patient-centric project were discharge parameters and overall customer satisfaction indices.

Max Super Speciality Hospital, Patparganj

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Max Super Speciality Hospital, Patparganj
Uday - Improving Patient Retention from OPD
India

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Send Email for Max Super Speciality Hospital, Patparganj
Uday - Improving Patient Retention from OPD
India