A study on Parvathy Hospital, Chennai on Service Quality parameters in terms of Service Blueprint, Service Standards & Service Scaping

1. PARVATHY HOSPITAL

2. “Every second is a life saving moment” ParvathyHospital truly matches the expectations and their Motto. Our visit to the hospital brought us closer to the operational issues involved in such a service. The striking points were the culture and the commitment of each employee towards it.

3. BLUEPRINT FOR PARVATHY HOSPITAL IN TRAUMA CASES

4. Physical Eveidence Furniture Medical Instruments Computer Furniture Registration Desk Notepad 14 Ambulances parked throughout the city Stretchers/ wheelchairs Customer Patient taken straight to the casualty ward Patient is stabilized Accident Contact Person (Back stage) (On Stage) Patient Coordinator takes the info from the attendant Initial treatment is given Nurse provides First Aid 2 boys always waiting at gate In house doctors makes provisional diagonosis Police is informed in case of Medico- legal case and an accident record is created Support Process A digital file for the patient is created using Wipro’s His lite Admission discharge team collates all the info

5. Physical Eveidence Furniture Medical Instruments Test Samples Furniture Medical Instruments Operation Theatre Customer Patient is taken to operation theatre Patient is taken to lab for tests Admitted/ ICU/ free to go Contact Person (Back stage) (On Stage) Plaster or a Surgery performed Admission team shares costs estimates and collects info about insurance etc Staff collects samples Dr. directs to concerned lab Dr. makes final diagonosis and makes investagtions Dr. calls Specialists if required for 2nd opinion KKT official are contacted in case of short-fall in funds Support Process Staff conducts mentioned tests Test results sent to concerned doctor A digital file for the patient is updated using Wipro’s His lite

6. Physical Eveidence Furniture Medical Instruments Bathrooms Customer Patient is taken to wards Patient is discharged Contact Person (Back stage) (On Stage) Nursing stations Nurse prepares progress report Support Process A digital file for the patient is updated using Wipro’s His lite

7. SERVICES STANDARDS

8. GENERAL CONCEPTS DIAGNOSTICITY ABSTRACT DIMENSIONS ATTRIBUTES BEHAVIOUR & ACTIONS

9. SERVICE SCAPE

10. FACILITY EXTERIOR Exterior Design:Not attractive / impressive. Lacks feel of a super specialty hospital. Signage: Way finding signage not prominent. Hospital name not noticeable. Parking: Adequate parking area for outside vehicles and ambulances. Small parking area. Landscape and Surrounding Environment: Situated on GST Highway. Clean environment.

11. Interior Design: Clean and Spacious. Bright colors used. Gives feel of a luxury hotel. FACILITYINTERIOR Equipment:Modern Hi-Tech Equipment used. IOT first and only one in India. Signage:All departments and wards are named. Clear directions are given. Layout: Some parts still under expansion. Overall Layout is apt. Air Quality/ Temperature:Fresh Air. Suitable AC temperature. Waiting Area:Small. Congested. AC’s not working. Doesn’t give a good feel about the hospital. Patient Wards:General ward and Special ward – Clean, bright curtains and beds.

12. OTHER TANGIBLES Uniforms:Staff and nurses in appropriate uniform with identity cards Reports/ Stationary: Documents maintained. All data is filed and computerized. Website: Comprehensive info available. Some areas still under construction. Billing Statements: Proper printed bills and prescriptions given to patients. Brochures: Attractive brochures highlighting modern facilities, equipment and services.

13. ThankYou We would like to thank Mr. R. Srinivasan(COO, Parvathy Hospital) for giving us an opportunity and their time for our project at Parvathy Hospital. Special Thanks to: Mr. P. Shanmugapiriyan (H R Manager) Mr. DhandapaniGanesan (VP, Marketing)