Challenges in running a Tertiary/Quaternary Care Hospital

Abstract

Provision of healthcare falls under the purview of the service sector and the consumer expectation is service excellence. Hospitals are being constantly compared to similar providers in the hospitality domain, financial services and education. Service excellence and patient experience are the buzz words. As against the past where it was more about • What is the matter with the patient ? • It is all about • What matters to the patient? • Providers of healthcare in tertiary and quaternary care hospitals are facining issues in terms of Access, Affordability & Assured Outcomes • Challenges in terms of infrastructure, technology, people & processes need to be addressed to ensure customer satisfaction The talk and discussions will try to address many of these issues in a realistic manner.