Thursday, August 18, 2016

Real life Case Study on Corporate Hospitals in India-Corporate Social Responsibility by serving the needy section of the Indian society

All those glitters are truly not gold, at least for the needy segment of the healthcare sector representing the Indian society. A viable business model cannot alone function solely on the basis of revenue, it also has to have an aspect of services towards the unfortunate masses of the society, who cannot afford the cost of treatment in corporate hospitals. This is true for a country like India, where the quality of basic treatment is still in the dark ages, especially when one considers the public sector. Service quality and cost should necessarily have a societal face to it, so as to make it a holistic one, for the private sector. A fixed percentage of the profits earned by the private healthcare service providers should necessarily go towards the welfare of the poor and the needy section of the Indian society. It is here that India feels the absence of  a regulatory body that can monitor the healthcare sector on a continuous basis. State and central governments are inadequate to oversee the happenings at the micro level, unless some major fiasco comes to the fore, courtesy the hyper active Indian media and the modern day social media. Yours truly had been closely observing the approaches and attitudes of various corporate hospitals in India, viz. Wockhardt, Nagpur, Fortis, Kolkata, Apollo, Chennai, Deenanath Mangeshkar, Pune, Escorts, New Delhi and Apollo Gleneagles, Kolkata to name a few. All the observations are being made minutely, while relative or acquaintance is seeking treatment in these hospitals. Furthermore, being a management professional at the global level, with active interest and understanding of many verticals, including that of the healthcare and pharmaceutical sector, it is not rocket science to understand, the actual understanding of the working of these hospitals. There are many case studies that are being written by yours truly, highlighting the good and unethical practices of these corporate hospitals in India, however, this blog presents two of the wonderful practices observed while being the patient's dependent in two hospitals of Eastern and Western India. There is no doubt that the emergence of these corporate hospitals has definitely raised the standard of the healthcare sector and there is a talk going around of India being the healthcare capital for the world, with health tourism bringing in lots of revenues. However, not all of these hospitals are within the reach of a lower middle class Indian or a third world citizen, unless off-course the patient has access to health insurance or the hospital itself does the treatment, either free of cost or at a special discounted cost. Off all the hospitals, mentioned above, yours truly can proudly vouch for the contributions of Apollo, through Dr. Prathap Reddy and Deenanath Mangeshkar through none other than the legendary Lata Mangeshkar, to have done substantial services towards the downtrodden of the Indian society. The fact that the top echelons of these hospitals are professionals having a close contact with yours truly, helped in deciphering the true intention of their services towards the human kind. Deenanath Mangeshkar Hospital (DMH) is more of a family hospital for yours truly, and off late a wonderful experience meted out to a needy patient through Apollo Gleneagles, Kolkata, brought it closer to the heart. Kudos to Mr. Sachin, MD of DMH, Pune and Mr. D. Chakraborty, DGM, Apollo Gleneagles, Kolkata, for their empathetic approach and top class services to one and all, devoid of the economic status. Corporate hospitals all over India should try to imitate this model of corporate social responsibility and imbibe it in their professional processes.  It definitely goes a long way in enhancing the brand value, while it is blended with top class services.



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