A Market Excellence Study Presented By:

HARSH RAJ CHAUHAN

THE EVOLUTION

DR. LIM CHEOK PENG

Founded in 1987

“EXCEPTIONAL

PATIENT CARE”

REGION’S BEST KNOWN BRANDS IN

PRIVATE HEALTH CARE

OVERVIEWBEST-IN-CLASS PATIENT

EXPERIENCE AND OUTCOMES

PART OF IHH HEALTHCARE, 2ND LARGEST HEALTHCARE

GROUP IN THE WORLD

HOLDING COMPANY

PARKWAY PANTAI

IMU HEALTH

ACIBADEM HOLDINGS

Asia’s Largest integrated private healthcare group

Renowned  for clinical excellence in the Central & Eastern Europe, Middle East

and North Africa region.

IHH’s medical education arm; higher learning institutions

What to expect ?No before-hand APPOINTMENTS!

Just ask for ASSISTANCE

Entitled to request a 2nd

opinion from an accredited

doctor!

Post-surgical care insurance: coverage for treatment of post-

surgical complications

5-star amenities: High speed internet, video-

on-demand, video games, dedicated

medical staff for each suite

BUSINESS VENTURESGleneagles Hospital, Singapore

270 licensed bed tertiary acute care hospital providing services in cardiology, gastro-enterology, liver transplants, oncology &

more…

BUSINESS VENTURESMt. Elizabeth Hospital,

Singapore345 licensed bed tertiary acute care hospital

providing services in cardio-thoracic vascular surgery, neuro-surgery, orthopedics

& more…

BUSINESS VENTURESDanat Al Emarat, Abu Dhabi

117 licensed beds, a VIP floor, 10 delivery suites & 4 operating theatres: Paediatrics,

neonatology, women’s diagnostic imaging & more…

BUSINESS VENTURESApollo Gleneagles Hospital,

India

425 licensed bed multi-speciality tertiary hospital focused on cardiology & transpants:

Only hospital in India to be JCI accredited.

MISSION & VISIONMISSION

To make a difference in people’s lives through excellent patient care

VISION

The global leader in value-based integrated healthcare

MAJOR RISKS &CHALLENGES

Parkway Hospitals dependent on private specialists instead of

DOCTORS!

GAP between Perceived & Expected Service GAP between Management

Perceptions & Service Quality Specification

GAP between Service Quality Specification &

Service Delivery

With many hospitals in Asia, how can Parkway position itself to attract more patients?

RELIABILITY

RESPONSIVENESS

ASSURANCE

EMPATHY

TANGIBLES

SERVQUAL ATTRIBUTES

RELIABILITY

Provide services as promised Performing services right the first time

Maintaining error-free records Providing services at the promised time

RESPONSIVENESS

Prompt service to customers

Willingness to help customers

Readiness to respond to customer’s requests

ASSURANCE

Instill confidence in customers

Making customers feel safe in their investment

Consistently courteous

EMPATHY

Giving customers individual attention

Having the customer’s best interest at heart

Understand the needs of the customers

TANGIBLES

Modern equipment

State of the art technology

Visually appealing facilities

DISCLAIMERCreated By Harsh Raj Chauhan, Delhi

Technological University, during a marketing internship by

Prof. Sameer Mathur, IIM Lucknow