1. 5
things changing
Need for you to look at the patient
more closely
Dr Vijay Raaghavan
Engagement Manager I Medium Healthcare Consulting

2. 1
Increase in number of middle
class household has led to
rise in demand for healthcare
services in the country

3. 2
Patients now seek a more
engaging and empowering
environment, are willing to pay
for better services in
healthcare

4. 3
He plays a slightly greater
role in decision making

5. 4
Prevention and Wellness
Care at an all time high

6. 5
Technology bound to play
an important role in
integrated as well seamless
experience

7. There is certainly an opportunity waiting to be leveraged out of these
changing consumers as early as now – and differentiate
First, we need to understand what’s really unique about healthcare
delivery.
RICHER &
EDUCATED
FACT 1
DEMANDING
Perceptions are more important than reality, loyalty is more important
than satisfaction, courtesy is more important than efficiency, and
experience is more important than service.
OWNERSHIP Mc Kinsey Research
FACT 2
FOCUS
ON When people are considering seeking healthcare services, most of us
PREVENTION
unconsciously turn detective, looking for evidence of competence,
TECH caring and integrity – processing what we can see and understand to
SAVVY decipher what we cannot.”
Clueing in customers
HBR,2003

8. There is certainly an opportunity
waiting to be leveraged out of these
changing consumers as early as now
and differentiate ……