Enhancing Customer Experience with Patient Centric Healthcare
With the rapid change in consumer behavior globally, no industry can afford to fall behind in enveloping technological advances to be customer centric. Industries across the world are forced to embrace innovations for their current sustenance and future foothold. Indian healthcare industry is no exception to this evolution.
Traditionally, the healthcare industry was following a balanced blend of doctors, paramedics, pharmaceuticals, infrastructure, and medical equipment to provide the cutting edge service to their customers and remain competitive. Technological advancements and information explosion of the millennium are helping immensely in knowledge dissemination to every strata of the society. Today, more and more people are becoming tech-savvy and expect the Goods and Service providers to innovate for the modern customer and facilitate their increasing expectations.
Thus, emerges a converging world of physical and virtual environment in the healthcare industry as well, and Shalby is all poised to quickly embrace the digital world for enhancing customer experience in healthcare deliveries and aiding business growth.
Healthcare companies should be able to spell out and deliver distinct advantages to the customer through their services, a holistic combination of most modern technologies, be it surgical and OT equipment, diagnostic tools, high-grade consumables, or ably coping with the rising expectations of the customer from the hospital sector. While cost comparison will be an important factor in health deliveries, Shalby believes that adoption of newer technologies and health applications will help improve turnaround time (TAT) and business viability in a relatively shorter time span.
Expansion in 2017
During the year 2017, Shalby has launched three multispecialty hospitals, viz, Shalby Naroda, Shalby Surat, and Shalby Jaipur. These units will start contributing significantly to the revenue stream in the year 2018.
Expansion in Pipeline
We have two units in Mumbai, one in Nashik, and one in Vadodara coming up in next 2 years. This will add around 600 beds to the existing capacity.
Business Models
Having established a robust chain of multispecialty hospitals with 12 hospitals, Shalby has started focusing on business models; O&M and joint venture models for further expansion of its healthcare business. We are actively working on factors that might affect healthcare business – price capping on services, margin capping on medicines and medical devices.
Enhancing Multispecialty Focus
Shalby has been best known for its super specialty joint replacements, the world over since years. The transition of the group into a multispecialty hospitals chain has necessitated increased focus on the multispecialty area for concerted growth and dominance for other specialties. The company has unveiled a new logo focusing on multi-specialty services being offered by its hospitals.
Ensuring Quality Care and Better Community Engagement
Among the various novel ideas implemented by the group are its wide network of OPD and patient outreach clinics, in most parts of the country and the deployment of fully equipped patient consultation vans at the doorstep of the community, especially the rural dwellers.
Technological innovations and its fast absorption will further reduce the distance between geographies within the country and the outside world for healthcare. People from any part of the world can pick and choose their best healthcare partner anywhere in the world. Therefore, the future of healthcare will see lot of patient migration from country to country for targeted treatment. Shalby is preparing to explore these emerging possibilities, as well, by being closer to customer expectation bar, continuously.
