Hands that serve are more sacred than the lips that pray - Mother Teresa
For long it has been said that Electronic City, Bangalore is just the headquarters of Infosys and houses some of the big names of the Fortune 500 companies of India and the world. More importantly, it has the biggest cardiac hospital in the country, if not in the world and also the biggest 1500 bed cancer hospital in the country.
From an academic point of view, this is a write up on how process innovations can make a big difference than product innovations, especially in the healthcare service sector.
Paediatric heart surgery is many times more complicated than adult cardiology as the child heart is just one tenth of its original size and whatever is done on it has to factor in the growth to its full size. Also unlike other surgeries, heart cannot be bypassed till the wounds and sutures heal, it has to work the moment after the surgery, else the patient dies ..what complication ..!!
With an efficient CEO Raghuvanshi and a team of 40 surgeons, Narayana Hrudayalaya is not going to lose its prominence once PadmaShri Dr Devi Shetty puts up his shoes, though he continues to be its face to the outside world. The service has to continue for posterity and the model - service factory, churning out services at low factory costs and high quality, should be the model for many a hospital in the world to emulate.
Dr Shetty says that it was a chance encounter and a chance to treat Mother Teresa till her last breath while in Kolkata that changed his life for ever !
Matching Supply and demand :
Unless there is a constant stream of patients needing the surgeries, the Hospital cannot have volumes to slash down the costs. NH has partnered with Karnataka govt by offering Yashaswini Insurance scheme which enables farmers from different parts of Karnataka to get their medical treatment at NH.
A novel micro Insurance scheme called Yeshaswini with the partnership of govt for all farmers of the state where they pay just 44 cents as annual premium for healthcare, attracts many a poor customer to Hrudayalaya.
"Scaling operations (to reduce costs) and maintaining quality" is the crux of operations ..
Here is Dr Devi Shetty at a TED talk in Mumbai ..
8. Slideshow of the Bangalore facility http://www.fastcompany.com/most-innovative-companies/2012/narayana-hrudayalaya-hospitals#slideshow
9. http://www.youtube.com/watch?v=xsPic6PRCf4 An ABC documentary on NH ..
(photo cortesy fastcompany.com and Wharton Business School, UPenn.)
Weblinks / Source :
( all links accessed on 27 April 2012)
7. Interviews with the PRO and doctors at the hospitals done almost a year back.