7 Ps strategies in North Star Hospital
Rupesh Kumar Mishra
Pranay Ranjan Srivastava
Ashish Chandra Namam
Saurabh Singh Rajput
Company: Here, the hospital is the company that
dreams up an idea of service offering (treatment),
which will satisfy the customer’s (patient’s)
expectations (of getting cured).
Customer: The patient who seeks to get cured is
the customer for the hospital as he is the one who
avails the service and pays for it.
Provider: Doctor, the inseparable part of the
hospital is the provider, as he is the one who
comes in direct contact with the patient. The
reputation of the hospital is directly in the hands
of the doctor.
•In order to provide effective and reliable
services, the hospital is fully equipped with various
• A brief introduction about these facilities /
programs in NORTH STAR is tabulated below:
•Tie up with Paliwal Pathology
•Essential medical facilities like x-ray and ultrasound
are available in hospital premises
•There is 3 O.T. and 1 labor O.T. available in hospital
•There is 11 bed ICU and 5 bed NICU
IN ADDITION TO THOSE SERVICES HOSPITALS
ALSO OFFERS THE FOLLOWING SERVICES
• Avoid inconveniences
• Adequate transport & communication
• Avoid congestion & atmospheric
Under hospital marketing, distribution of Medicare
services plays a crucial role. This focuses on the
instrumentality of almost all who are found involved
in making services available to the ultimate users. In
case of hospitals the location of hospital plays a very
Hospitals for promotion use either advertisement or
PR or both after taking into consideration the target
customers, media type, budget and the sales
Personal promotion: i.e.
word of mouth plays an
very important role in
promotion of hospitals
because the patients
who come to a hospital
generally have the old
patients of that hospital
1. Press release
2. Print media like
3. Hoardings and wall
writings near the markets
and recreation centers.
•Pricing is the most important and significant factor
in deciding a hospital for a particular treatment.
•Normally in case of general diseases it may not be a
required element since its treatment is easily
available, but when it comes to treatment of
complex disease people often opt for good hospitals
irrespective of how much it cost.
•SUPER DELUXE CLASS:
A/C single occupancy room with TV, DVD player, fridge with
water dispenser, ready tea/ coffee mix, phone and attached
• PRIVATE CLASS:
Can incorporate two patients in one room. Has an attached
bathroom and 2 TV and 2 sofas. Can build the bondage of
togetherness between two patients.
A 22 bedded partitioned room to enhance patient’s privacy.
Has an open balcony for easy mobilization of patients under
the supervision of skilled nursing staff
• GENERAL CLASS:
It is similar to AC General, but it is without AC and without
any partitioned. Its accommodation charges is least
compared with other forms of accommodation.
1) Super Deluxe Class
2) Private Class
3) Cubical class
4) General Class
Rs. 4275 per day
Rs. 2775 per day
Rs. 1275 per day
Rs. 975 per day
Under hospital marketing the marketing mix variable
people includes all the different people involved in
the service providing process (internal customers of
the hospitals) which includes doctors, nurses,
supporting staff etc. The earliest and the best way of
having control on the quality of people will be by
approving professionally sound doctors and other
The people of this hospital is
constantly motivated to give the best
of their effort.
The objective of providing quality service to
patients can be achieved by:
• Motivating employees to be
efficient, dedicated and loyal to the
• Providing regular on-the-job training
of employees to ensure continuous
improvement in health care
• Utilizing services of professionally
competent medical consultants.
• Use of the latest technology.
Two different type of process for:
Process generally forms the different tasks that
are performed by the hospital. The process
factor is mainly dependent on the size of the
hospital and kind of service it is offering.
Meeting doctor at
The intensive consumption
The arrival of patient.
Information about future
Discharge of patient
Physical evidence is the environment in which the
service is delivered with physical or tangible
commodities and where the hospital and the
customer interacts. It does play an important role in
health care services, as the core benefit a customer
seeks is proper diagnosis and cure of the problem.
Physical evidence can be in the form of smart
buildings, logos, mascots etc. a smart building
infrastructure indicates that the hospital can take
care of all the needs of the patient.
• Marketing is a function by which a marketer
plans, promotes and delivers goods and services to the
customers. In the services marketing, the providers are
supposed to influence and satisfy the users. When
people buy services offered by a service provider in a
true sense, they buy the time, knowledge, skill or