Title: Exploring the ways to reinvent service delivery to create more value for patient, in Healthcare organization, a study of an IVF clinic

Biography:

Manoj Kumar Srivastava has completed his PhD(Hc) at the age of 41 years from Young Scientists University, USA and Executive MBA (HEMP) from IIM Calcutta, Kolkata India. He is the alumni of Manipal University of Higher Education, Bachelor of Clinical Dentistry. He is the consultant in Govt. Health Services UP, INDIA. He is in the Advisory board of NGO Jimmedari Foundation. He is also the director and board member of Metrocare Pathology Lab.

Abstract

Today’s customers are better informed, better connected and more demanding than ever before. The present study investigated the possibilities of creating a customer-centric service delivery by providing, complimentary services. It identifies the four dimensions the organizations can focus: the structure of the provider-client interaction, the service boundary, the allocation of tasks, and the delivery location. Of late the emphasis is on patient satisfaction in terms of the facilities provided rather than the nature of medical treatment given. This is primarily so for organizations such as this Hospital which aim at providing world-class care and for which `patient centricity’ is the hallmark. In IVF clinic the communication between employees and patients as well as social informal communication between different patients was promoted. Complementary services like, blood tests, USG and certain medications were provided along with the consultancy as well as psychological counseling. The staff was appropriately trained in medical science and technology, advance analytics, machine learning and industry orientation. Hospital and local follow up was provided to the patients. Our research shows there was a positive response from patients which led to more successful cases of infertility treatment, consequently, showing quality improvement & attractive profit growth.