Service Perceptions of

Hospital
Vinoth K,
Nasira Khan,
Suhas Sonawale,
Sumit Mukherjee,
Krishna Mohan Singh.
.

What Is Customer Perception?

Customer perceptions are subjective assessment of

actual service experience.

Customers Perception is their reality

Customer Perceptions of Service Quality

Objective of the Presentation

Highlight strategies for managing customer perceptions of

service in Hospital Industry, And How Apollo adopt the
strategies for their Customers satisfaction.

Reliability

Ability to perform the promised service dependably and

accurately.

Reliability

Keeping Promise: 99.6%

success rate in Cardiac Bypass
91% of these are beating
heart surgeries,

Service @ Right Time: < 10

Mints to pickup, 500+ Calls
daily, Air Ambulance Service or
remote area and Lie heartening
emergencies.

Error Free Record: Apollo

Prismis an online service
offered by Apollo Hospitals
which lets you receive vital
information like lab reports and
health checks directly from the
hospital on your health record.

Assurance

Knowledge and courtesy of employees and their

ability to inspire trust and confidence

Assurance

Joint Commission
International Accreditation for
their Excellency in patient
safety and quality of health
care,
Apollo has adopted the
engagement Pathway for Voice
of customer (VOC),
Awarded Best Innovation in
service delivery In 2013 by
AIMA & Hospitals Management
Awards,
Your Care Page: Its a web
portal, When family and friends
want to stay updated on the
progress of their loved one at
hospital but find difficult to be

Tangibility

Physical facilities, equipment, and appearance of personnel.

Tangibility

Apollo presence
encompasses over
10,000 beds across 64
hospitals,

More than 2200

pharmacies,

115 telemedicine units

across 9 countries,

The G4 Cyberknife
Robotic Radiosurgery
System, Asia-Pacifics
most advanced cancer
treatment system.

Tangibility

Virtual
ICU

Empathy

Caring, individualized attention the firm provides its

customers.

Empathy

Tender Loving Care:

Core training module for
all nurses and Front line
staffs,

TLC acknowledged as
Best Training Initiative
in health care at Asian
Learning and
Development
Leadership Awards in
Dubai.

Human Sigma: 1 st in
India to adopt Human
Sigma by mapping
customer and employee
engagement.

Responsiveness

Willingness to help customers and provide

prompt service.

Responsiveness

Admission: Minimize the

waiting time for planned
admissions.

Safety: As a member of
National Patient Safety Network,
They sharing and adopting the
best practices in patient safety.

Discharge: Post-discharge calls

to patients for suggestions and
feedback 72 hours after
discharge.
Willingness to Serve @ 24*7:
Ask Apollo, is an online portal
where customer can get any
clarification from their own
choice of Doctors.

Why Apollos Care

Different?
Patient Complaint

Patient Engagement

Reactive

Proactive

Episodic

Relationship Based
Communication

Hospital At The Core

Customer at the
Core

 It is for four years that I am coming to Apollo Gleneagles Hospitals, Kolkata,

India for my annual health check up.
The hospital is excellent every way.
The very caring and competent doctors put the patients at ease and the nurses
are good at their job.
Quality of service is comparable to the hospitals abroad.
With latest technologies and caring approach, the hospital stay becomes
pleasant.
The cost is fractional as compared to China or Germany.
I think more people should avail the facilities of this top-class hospital and enjoy
the blessings of Good Health.
Mr.XYZ from USA.

Our greatest asset is the customer !

Treat each customer as if they are the
only one !

Customers Perception about Apollo

Service is the global judgment

related to overall superiority of
service.

The Apollo hospital has

maintained the best services
with the patients and therefore it
has lead to customer loyalty.

The hospital has considered all

the five dimensions as important
in making the customer loyal
and retaining the customers with
them it.

Hence it will be profitable to both

the customer and the hospital.

Thank
You!