It contains information about APOLLO HOSPITALS services, marketing mix, servqual attributes, service scape, service flower etc info as on Sept 2017

2.  Apollo Hospitals Enterprise Limited is Asia's largest
health care chain based in Chennai, India found in
the year 1983 .
 Tag line : TOUCHING LIVES.
 MD : Suneetha Reddy.
Has been conferred with the
prestigious padma vibhushan

4.  HOSPITALS
With Specialties in Areas like :
Heart
Orthopedics
Spine
Neurology and Neurosurgery
Gastroenterology
Cancer
Urology
Nephrology
Transplants etc..

5.  Pharmacy retail outlets
 Diagnostic clinics
 Medical education (Medvarsity for E-Learning, Colleges of Nursing and
Hospital Management etc. )
 Research Foundation
 Medical Business Process Outsourcing
 Health Insurance Services
 Global Projects Consultancy
 Medical business outsourcing
 Telemedicine Foundation etc.

6.  Apollo hospitals are priced in the first-class
segment. It ensures quality and trust through its
brand connect, for which consumers are willing to
pay the premium. Having involved elite technology
in its processes, high price points are justified.
Competitors of Apollo Hospitals like Fortis
Healthcare are priced in the same segment. The
pricing strategy is of a premium product as it is
almost the market leader in close toe with its
competitors.
 THE HOSPITAL IS PRICED PREMIUM

7.  The Area Apollo mainly Serves are in South Asia
and Middle East
 Apollo has about 64 hospital in India and Abroad.
HOSPITALS OUTSIDE INDIA
DHAKA
MUSCAT
does not exist any more
Nigeria ,Ghana, Kuwait, Oman, Qatar, Republic of
Mauritius, Colombo

8. HOSPITALS IN INDIA
Ahmedabad Bengaluru
Chennai Delhi
Hyderabad Kolkata
Mumbai Aragonda
Bacheli Bhubaneshwar
Bilaspur Guwahati
Indore Kakinada
Karur Lavasa
Madurai Mysore
Nashik Nellore
Pune Ranipet
Tiruvannamalai Trichy
Visakhapatnam etc

9.  MEDICAL TOURISM
Apollo Health City – Hyderabad- the 1st hospital in the
country to be recognized as the “Best Medical Tourism Facility
for 2009-2010” by Govt. of India.
 By CSR Initiatives like:
TOTAL HEALTH
SACHI
BILLION HEARTS BEATING FOUNDATION
SAHI
CURE FOUNDATION
DISHA
etc

10.  TOTAL HEALTH: A not for profit organization set
up Under Rural Development, to focus on providing
total holistic care for the entire community.
 SACHI : Saving A Child's Heart Initiative (SACHi) one
of Asia's largest voluntary organizations, dedicated
to pediatric cardiac care and child heart surgery for
the underprivileged.
www.sachi.life
 BILLION HEARTS BEATING FOUNDATION : It is a
non-profit organization which works with the
mandate of increasing awareness about heart
disease and prevention of heart disease and its
contributing risk factors in India.

11.  SAHI: Society to Aid the Hearing Impaired (SAHI)
seeks to identify hearing impaired children, mainly
in rural areas, with little or no access to modern
medical treatment and help them hear for the first
time.
www.sahiearcare.org
 CURE FOUNDATION: The CURE foundation is an
effort to bring cancer care to those who cannot
afford it. CURE extends preventive as well as
rehabilitative cancer treatment to the economically
backward. It also aims to spread awareness about
cancer, its causes, symptoms and treatment
options.

12.  DISHA: Distance health care advancement project is
concerned with taking healthcare to the most remote
corners of the country making quality healthcare
accessible and affordable for all.
This is an initiative partnered by :
Apollo Hospitals
Philips
ISRO (Indian Space Research Organization)
Dhan Foundation.
DISHA is a novel telemedicine initiative to provide long
distance healthcare to the underserved populations.

13.  Apollo Currently has more than 70,000 doctors,
nurses, paramedics, clinical staff and management
professionals to manage over 8500 beds across 64
hospitals in India and abroad.
 Along with this Apollo Hospitals has several
courses along with research facilities to facilitate
innovation.

14. Recruitment in Apollo hospital take place in
the following ways:
• Advertisements
• Walk-ins
• On the Campus recruitment
• Employment Exchange
• Casually Called
• Recommendation of managers or Executives.

15.  Apollo provides quality health care. This operation in itself
involves very established procedure and documentation.
 It is the way of undertaking transactions, supplying
information and providing services in a way that is acceptable
to the consumers and effective to the organizations.
 Since service is inseparable, it is the process through which
consumers get into interaction with the service provider.
 Process is generally formed based on the different tasks that
are performed by the hospital.

16.  The process factor is mainly dependent on the size of the
hospital and kind of service it is offering and since Apollo
being a large hospital it has large number of process
procedures to workout .
 Apollo hospitals is NABH, NABL accredited and also has ISO
9002 award.
 Several of the group's hospitals have been among the first in
India to receive international healthcare accreditation by
America-based Joint Commission International (JCI)

17. Main Physical Evidence can be
 Health Checkup Packages
 Membership cards
 Test reports
 prescriptions
 Hospital infrastructure
 Beds and equipments etc

18.  PHYSICAL EVIDENCE
The environment in which the service is delivered and where
the firm and the customer interact, and any tangible
commodities that facilitate performance or communication of
the service.
 SERVICESCAPE
The actual physical Environment where the service is
performed, delivered, and consumed. Where the firm and
customer interact.
Consider impact on customer response, particularly
perceptions, evaluation, assessment.
Situations, where customer experiences are important.
Example:
patient examination room in a doctor’s office

19. Elements of
Physical Evidence
Servicescape Other Tangibles
Facility exterior
Exterior design
Signage
Parking
Landscape
Surrounding environment
Facility interior
Interior design
Equipment
Signage Layout
Air quality/temperature
Business cards
Stationery
Billing statements
Reports
Employee dress
Uniforms
Brochures
Web pages
Virtual servicescape

20. Servicescape Other tangibles
Building Exterior
Parking
Signage
Waiting areas
Admission office
Patent care room
Recovery room
Medical Equipments
Uniforms of staff
Reports
Stationery used at hospital
Bill
Website

21.  It has been a major player in scripting the medical landscape
of the nation. This is primarily because the group has
continuously been at the helm of several game-changing
innovations in Indian health care like
• Telemedicine ( The Group has Telemedicine units across 10
countries)
• 1st largest brand pharmacy Network.
• 1st cord blood transplant for treating leukemia in India
• 1st Robotic Spine Surgery system in India & South Asia
• 1st American got successfully hear transplant In Apollo,
Chennai
• In 1986 introduced medial insurance
 Establishment of unique specialty centers like
“One stop Headache - Migraine and memory clinic”
“Sugar Clinics – To provide Diabetes care and awareness ”

22.  Ask Apollo
www.askapollo.com

23. The Government of India had honors Apollo
Hospitals with the Apollo Commemorative Stamp.
This honor was a felicitation of their pioneering
spirit, their commitment to healthcare and service
to the Nation.
The commemorative stamp was released on the
02nd November, 2009.

25. 0 1 2 3 4 5 6
RELIABILITY
ASSURANCE
TANGIBLES
EMPATHY
RESPONSIVENESS
Series 1
Rated in a scale of 5

26.  RELIABILITY
Ensuring that Doctors are well trained and
experienced
 ASSURANCE
Trust, the number of successful treatments
 TANGIBLES
surrounding area, Surgery equipment's,
Rooms
 EMPATHY
Courtesy shown by nurses, ward boys , Doctors etc
TLC BY APOLLO
(Total Love and Care: A code of conduct to be folloowed by
Apollo’s staffs ).
 RESPONSIVENESS
Emergency responsiveness

28. INFORMATION
•Websites- www.apollohospitals.com
www.askapollo.com
•Signboards inside hospitals
•Test reports
• Doctors prescriptions etc
ORDER-TAKING
•Online appointment booking
•Telephonic book
•Direct booking
BILLING
•Digital Billing system
•Machine display of amount due
•Statement of account service
PAYMENT
•Debit and credit card
•Cash Payment
•Privilege Cards (Healing card etc)

29. CONSULTATION
•Assistance by employees
•Customized advice (Online and offline)
•Personal Counseling (online and offline)
HOSPITALITY
•Toilets and washroom
•Security
•Waiting room
•Patient Room
•Food and beverage
SAFEKEEPING
•In patient rooms
•Parking EXCEPTION
•Privilege Card (Healing card)
•Complaints handling
Exception

30. THANK YOU