2014-15 “a goal without a plan is just a wish” unit : apollo hospitals, bhubaneswar unit head :...

2014-15

“A goal without a plan is just a wish”

UNIT : Apollo Hospitals, Bhubaneswar

UNIT HEAD : B K Subodh SIngh

“Where there is a vision, there is hope”

What is the vision for your unit?

Vision – To sustain a leadership position in

healthcare in the region through Excellence in Health

Care delivery to achieve the highest level of patient

satisfaction.

“Success is achieved by developing our strengths and not by crying over our weaknesses”

STRENGTHS WEAKNESSES

OPPORTUNITIES THREATS

Do the SWOT Analysis for your hospital as a whole

1. Robust infrastructure and state-of-the-art technology

2. A young team3. Excellent team of

medical professionals4. Enhanced quality

culture and staff involvement

5. The organization functions as a team

6. Well laid out System & SOP

7. Brand equity8. Emergency & critical

care9. Performing high-end

surgical procedures with highest success rate in the region

10. Round the clock support of Diagnostics / ER /


STRENGTHS


1. Robust infrastructure and state-of-the-art technology2. Excellent team of healthcare professionals3. Well laid out System & SOP4. High-end tertiary care centre in various Medical & Surgical Disciplines5. Round the clock support of Diagnostics / ER / Blood bank / Pharmacy Lab services6. IT driven processes and transactions (e-HIS)7. Accredited by NABH / NABL & ISO 22000:2005 8. Part of a large healthcare group9. Availability of Telemedicine facility10. Empanelled by Maximum no. of Corporate & TPA establishments11. A growing centre for Research, education activities & clinical trials & Academic

excellence – CME / CNE / DNB program12. Neo-natal ICU with 24x7 paediatrician (on-site) support 13. High end & safe Dialysis facility operating round the clock


WEAKNESS


1. Untrained manpower2. High HR Cost3. Insufficient beds/ot’S ETC4. Attrition is high5. Non-availability of local venbdors6. Perceived to be expensive by clients7. No commitment8. Consultant support / commitment9. Apollo culture and ethos not imbibed completely10. Occupancy certificate11. Accommodation for staff12. Oncology13. Nursing college


OPPORTUNITIES


1. Infrastructure development – OT / ICU / Patient beds / etc 2. Enhancement of research & academic activities3. Establishment of a nursing college / training facility4. Increase in market penetration and reach through Telemedicine 5. Implementation of Medmantra 3.4.26. Centralised hostel accommodation7. Evolve as a six sigma & 5S organisation8. High-end Oncology centre9. Demand of critical care beds10. Absence of adequate medical care facilities in the region11.


THREATS


1. Providng service to CGHS and other state based organisations2. Retaining skilled healthcare professionals3. Competition4. Disaster occurrence 5. Attrition6. Constant comparison with other Apollo Group locations 7. Ramp8. AIIMS

“We are in the business of meeting the stakeholders expectations”

EMPLOYEESPATIENTSCOMMUNITY INVESTORS

“If you align expectations with reality you will never be disappointed”

PATIENTS

EXPECTATIONSCLINICAL

• Prompt, efficient and compassionate (TLC) medical & Nursing care

• Qualified and experienced medical professionals

• Best clinical outcome• Quick recovery – minimum

length of stay• Minimum diagnostics to be

prescribed• Greater clinician

involvement / regular visits• Greater patient & NOK

involvement in treatment plan / plan of care

• No scope for clinical error / adverse events

• Regular communication & counseling

•

EXPECTATIONSSERVICES

• Transparency in billing• Prompt and (TLC) good Nursing care • Service of timely, hot & prescribed

diet service• Post discharge followup • Dedicated & centralised AHC

services• Less cost of treatment • Prompt service of PCA & HK• Minimum TAT of services• Hospital hygiene and cleanliness • Prompt transportation – no waiting

time• TPA / Corporate discharge

EXPECTATIONSOTHERS

• Facility of stay for attendants • Free parking services • 24x7 Cafeteria• Customer delight measures• Children play facility for

Pediatric patients• Noise free environment in the

night • ICU waiting area• Personalised care & Guidance

to patients• Availability of Private nurse• Door to door sample collection

& Home based Physiotherapy services

• Free ambulance drop services• Accurate treatment estimate • Prompt communication of TPA /

Corporate (Credit limit)/ Insurance status

• Discount• Disaster management

“High expectations are the key to everything”

PATIENTS

EXPECTATIONS

STRENGTHS

CLINICAL SERVICE OTHERS

List the expectations of your patients on clinical services, service standards and other aspects and then do a SWOT on these expectations

• Excellent medical professionals

• Greater involvement of healthcare professionals

• Cutting edge technology• Well defined clinical

pathways & service protocols

• Well planned & equipped F&B dept

• Availability of ample parking space

• Ambulance network• Hospital Hygiene &

Cleanliness

WEAKNESSES

• Non-updated version of Medmantra

• Inaccurate / Unrealistic estimates by medical professionals

• Case selection• Scarcity of trained nursing

& para-medical professionals

• Perceived as a costly hospital

OPPORTUNITIES

• Reducing clinical / medication and other errors

• Minimizing Services TAT• All facilities under one roof• connect with Inaccurate /

Unrealistic estimates by medical professionals

• Creating WOW experience through TLC / Apollo service excellence model

• Home care services

THREATS

• Comparison with other medical facilities in the region

• Attrition resulting in inconsistency of service level

• Foreign currency valuation Vs Rupee

• Lack of adequate space for Attendants

• Inadequate infrastructure

“High expectations are the key to everything”

PATIENTS

EXPECTATIONSSTRENGTHS WEAKNESSES


CLINICAL SERVICE OTHERS

List the expectations of your patients on clinical services, service standards and other aspects and then do a SWOT on these expectations

“Employees always live up to the managers expectations, what about the managers?”

EXPECTATIONSDOCTORS : NURSES : SUPPORT : ADMIN

EMPLOYEES

“A manager always gets the employees he deserves”

EXPECTATIONSDOCTORS NURSESSUPPORTADMIN

EMPLOYEESSTRENGTHS WEAKNESSES


List the expectations of your doctors, nurses, support & admin staff and then do a SWOT on these expectations

“Price is what you pay, value is what you get”

INVESTORS

EXPECTATIONSCUSTOMER SATISFACTION : REPUTATION : FINANCIAL RETURNS : GROWTH

“You can spend what you earn”

INVESTORS

EXPECTATIONSSTRENGTHS WEAKNESSES


CUSTOMER SATISFACTIONREPUTATIONFINANCIAL RETURNSGROWTH

List the expectations of your investors in terms of customer satisfaction, reputation, financial returns and growth and then do a SWOT on these expectations

“In our mad world we forget that we live in a community”

EXPECTATIONSNEIGHBORHOOD : MARKET : BRAND

COMMUNITY

“It takes 30 years to build a reputation and 1 second to ruin it”

EXPECTATIONSNEIGHBORHOODMARKET BRAND

COMMUNITYSTRENGTHS WEAKNESSES


List the expectations of your neighborhood, market and brand and then do a SWOT on these expectations

• Region evolving as a Medical Hub

• Connecting with society through CSR work

“A good plan is one where the execution is great”

EMPLOYEESPATIENTS

COMMUNITY INVESTORS



2014-15GOALS

ROUTINE GROWTHCONTINUING BEST PRACTISES

NEW INITIATIVES

EMPLOYEESPATIENTS

COMMUNITY INVESTORS



2014-15GOALS


NEW INITIATIVES

GOAL ACTION ON GROUND

MEASURE

CLINICAL SERVICES

Group practice Couselling 60%

SERVICE STANDARDS

VOC improvement

Response of staff – F&B / Nursing & TAT of services

80%

REVENUE 25% revenue growth

1. Review payor mix

2. Review case mix

3. Reduce ALOS

4. Unbilled services

5. Increase beds & re-locate offices to create beds

25% revenue growth

COST SAVING 1 crore Cost saving projects

EBITA margin of 22.5%

EMPLOYEE ENGAGEMENT

Reduce attrition Career enhancement, additional incentives

4% attrition rate

CONSULTANT ENGAGEMENT

Improve consultant satisfaction score

ADSO, consultant forums, dept meetings, support for publications

25% improvement over last year

COMMUNITY ENGAGEMENT

School Health Health screening + Insurance

25000 children

INNOVATION

List your goals for the next year under each category and complete the chartThe goals should impact the stakeholders as per the SWOT done in earlier slides

EMPLOYEESPATIENTS

COMMUNITY INVESTORS



2014-15GOALS


NEW INITIATIVES

2013-14 2014-15 % GOLY

OCCUPANCY

ARPOB

OP REVENUE

IP REVENUE

NET REVENUE

EBIDTA

EBIDTA (%)

MATERIAL COST (% OF REVENUE)

HR COST (% OF REVENUE)

ADMIN & OTHER COSTS (ALL OTHER COSTS OTHER THAN MATERIALS & HR AS A % OF REVENUE)

ALOS

REGISTRATIONS

ADMISSIONS

UNIT SPECIFIC KRA-1

UNIT SPECIFIC KRA-2

UNIT SPECIFIC KRA-3

List your targets for the next year under each category as per the routine growthThe goals should impact the stakeholders as per the SWOT done in earlier slides

EMPLOYEESPATIENTS

COMMUNITY INVESTORS



2014-15GOALS


NEW INITIATIVES

2013-14OUTCOME

2014-15TARGET

% GOLY

BEST PRACTICE – 1

BEST PRACTICE – 2

BEST PRACTICE – 3

BEST PRACTICE – 4

BEST PRACTICE – 5

DESCRIBE BEST PRACTICE

What are the five best-practices which produced results in the current year and how you will build on this next yearThe goals should impact the stakeholders as per the SWOT done in earlier slides

EMPLOYEESPATIENTS

COMMUNITY INVESTORS



2014-15GOALS


NEW INITIATIVES

2013-14OUTCOME

2014-15TARGET

% GOLY

NEW INITIATIVE– 1

NEW INITIATIVE– 2

NEW INITIATIVE – 3



DESCRIBE THE INITIATIVE

What are the five best-practices you intend to introduce in the current year and what are the targetsThe goals should impact the stakeholders as per the SWOT done in earlier slides

2014-15SCORE CARD

This is in addition to the regular KRA’s and Finance Targets being reported to Corporate Finance

2013-14 2014-15 % GOLYOCCUPANCY

ARPOB

OP REVENUE

IP REVENUE

NET REVENUE

EBIDTA

EBIDTA (%)




ALOS

REGISTRATIONS

ADMISSIONS

UNIT SPECIFIC KRA-1

UNIT SPECIFIC KRA-2

UNIT SPECIFIC KRA-3

ACE @ 25 SCORE

SERVICE STANDARDS (CUSTOMER FEEDBACK SCORE)

ATTRITION

NEW CONSULTANT RECRUITMENT

AWARDS & RECOGNITION

REVENUE / FOOT FALL (NET REVENUE / TOTAL REGISTRATIONS)

UNIT SPECIFIC KRA-1

UNIT SPECIFIC KRA-2

UNIT SPECIFIC KRA-3

PREVIOUS BEST PRACTICES

NEW INITIATIVES

Add impact of regular growth, sustenance of best practices of current year and best practices for the next year and set the targets for each of these items for the next year

2014-15SCORE CARD

This is in addition to the regular KRA’s and Finance Targets being reported to Corporate Finance

SCORE CARD FOR THE WEEK UPTO THE MONTH UPTO THE YEAR2013-14

ACTUALSTARGET

FOR 2014-15

ACTUALS 2014-15

% GOLY

2013-14 ACTUALS

TARGET FOR

2014-15

ACTUALS 2014-15

% GOLY

2013-14 ACTUALS

TARGET FOR 2014-

15

ACTUALS 2014-15

% GOLY

OCCUPANCY

ARPOB

OP REVENUE

IP REVENUE

NET REVENUE

EBIDTA

EBIDTA (%)




ALOS

REGISTRATIONS

ADMISSIONS

UNIT SPECIFIC KRA-1

UNIT SPECIFIC KRA-2

UNIT SPECIFIC KRA-3

ACE @ 25 SCORE

SERVICE STANDARDS (CUSTOMER FEEDBACK SCORE)

ATTRITION

NEW CONSULTANT RECRUITMENT

AWARDS & RECOGNITION

REVENUE / FOOT FALL (NET REVENUE / TOTAL REGISTRATIONS)

UNIT SPECIFIC KRA-1

UNIT SPECIFIC KRA-2

UNIT SPECIFIC KRA-3

PREVIOUS BEST PRACTICES

NEW INITIATIVES

This will be the weekly monitoring sheet for 2014-15

EMPLOYEES PATIENTS EMPLOYEES INVESTORS COMMUNITY

What are the three specific things you will do as a team for each of the stakeholders?

This is beyond what you have already put into the targets

EMPLOYEES

What are your requirements to deliver the Annual Plans?

CAPEX OPEX POLICY DECISIONS OTHERS

These should practical and relevant to your unit and viability must be considered

EMPLOYEES

PERFORMANCE MANAGEMENT & INCENTIVESWhat are the disincentives & incentives for performance?

UPTO 80% OF TARGET 80%-90% OF TARGET 90%-100% OF TARGET ABOVE 100% OF TARGET

What are your suggestions for performance management

Please attach the Completed Formats from Corporate to this document

All these are in addition to the formats sent by corporate. So complete both these formats and send them within 5 days of receipt. This will be the basis of discussion during the review meetings

2014-15 “a goal without a plan is just a wish” unit : apollo hospitals, bhubaneswar unit head :...

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