1. INDIAN HEALTH CARE INDUSTRY
Sujith Surendran
TPS marketing
20083

2. About the case study
• Case study has been conducted by IIM
students, Kozhikode (Calicut)
• Growth of Indian health care industry
• Services offered by hospitals

3. Reasons for the revolution
• Huge population
• Doctors are less in number
• Highest infant mortality rate (74 out of 1000)

4. Rural area Urban area
• One of the worst • Adequate resources
• Lack of facilities • People are educated
• No family planning • Depending on private
• Low level income services.
• High level income

5. Private public
• Using latest technical • Old technologies
equipments • Services are not good
• Services are available in
competent prices

6. Objective
• Evaluate the services offered by the hospitals in
Calicut using the SERVQUAL scale

7. Hospitals
• GVT hospitals like Medical College Hospital.
• Profit oriented hospitals
• Mission/charity hospitals
• Small private clinics

8. Nirmala Hospital
• HISTORY: founded in 1938 by a priest Fr. F X
Rocca.
• MISSION : Provide Quality Medical care
Social & family welfare

9. Service offerings
• 14 special depatments
• In – patient bed strength is 300
• 31 doctors
• Nurses are selected from the hospital owned
nursing school

10. Baby Memorial Hospital
• HISTORY : Started In 1987
• MISSION : Professional excellence and perfect
patient care
• Nearly 100 doctors

11. Measurement
TANGIBLES
 Quality of medical equipment
 Size/quality of rooms
 Quality of interiors

12. RELIABILTY
 Timely attention
 Diagnosis accuracy

13. ASSURANCE
 Hospital reputation
 Professionalism of staff
 Reassuring behaviour.