Parkway operates 18 hospitals with over 3,500 beds in Singapore, Malaysia, Brunei, India, China, and The United Arab Emirates. Medical Travel And Health Tourism Quality Alliance (MTQVA) ranked Singapore’s Gleneagles hospital, parkway’s flagship facility, as ninth highest on its for medical tourism in 2013.

2. TABLE OF CONTENTS
ABOUT PARKWAY GROUP HOTEL
SUMMARY OF THE CASE STUDY
QUESTIONS RELATED TO THE CASE STUDY

3. ABOUT PARKWAY GROUP HOTELS
Parkway operates 18 hospitals with over 3,500 beds in Singapore,
Malaysia, Brunei, India, China, and The United Arab Emirates.
People are treated like five-star hotel guests.
Parkway hospitals provides specialty clinic in areas, including
Oncology, Neurology, Optometry, and Fertility.
Medical Travel And Health Tourism Quality Alliance (MTQVA)
ranked Singapore’s Gleneagles hospital, parkway’s flagship facility,
as ninth highest on its for medical tourism in 2013.

4. SUMMARY
PARKWAY HEALTH
FOUNDED BY DR. LIM CHEOK PENG AND OTHERS IN
1987.
HEALTHCARE COMPANY
HIGH QUALITY PATIENT CARE
MISSION
TOP QUALITY MEDICAL SERVICES IN A TOP QUALITY
LOCATION.
TO MAKE A DIFFERNECE IN PEOPLE’S LIVES THROUGH
A HIGH LEVEL OF PATIENT CARE.
COMPANY APPLIES DIFFERENT SET OF SREVICE
STANDARDS IN DIFFERET HOSPITALS.

5. CONTINUED…
SERVICES
PATIENTS CAN APPROACH TO RECEPTION COUNTERS AND ASK FOR
ASSISTANCE INSTEAD OF MAKING APPOINTMENTS BEHOREHAND.
24 HOURS SERVICE AVAILABLE
PPA(PARKWAY PATIENT ASSISTANCE)
INSURANCE
MARKETING
EMPLOYEE TRAINING
INVITE SPECIALISTS
MEDICAL TOURISM
$10 BILLION INDUSTRY
JOINT VENTURE WITH APOLLO
HOSPITALS

6. Q. With many hospitals in Asia competing in the medical
tourism market, how can parkway position itself in order to
attract more patients?
Instill confidence in
customers
Consistently courteous
Making customer feel worth
for their investment
Giving customers individual
attention
Understand the needs of the
customers
Prompt service to customers

7. CONTINUED…
Modern equipment
State of art technology
Visually appealing facilities

8. Q. Parkway Hospitals do not employ many doctors but depend on
the use of the hospital services by the private specialists. What are the
risks this approach?
 The hospital would not be in
charge
 Compensation can be changed
resulting in increase in cost
 There may be new technology.
For example: Electronic
Health Record(HER) which
would not be as same as their
EHR.
 Gap between perceived
and expected services.
 Gap between the
management perceptions
and the service quality
specification.