Shouldice - A great success in service delivery

I really enjoyed my time at Shouldice. It was like a ‘hernia holiday’ I was actually sad to leave, we had so much fun...

HISTORY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CONT.. ,[object Object],[object Object],[object Object],[object Object],Hospital only accepts patients with uncomplicated external hernias, in otherwise good health .

CASE TALKS ABOUT ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SHOULDICE BUSINESS PROCESS: 4 DAY LEAD TIME 30/36 Arrivals 1–3 pm If OK: Check-in & admin Dinner at 6 pm Check by MD (15 mins) Tea & cookies at 9 pm Blood test Day 1 Day 2 Explain process steps Local anaesthesia (-20mins) Surgery (40 mins) Rest in room (2-3hrs) Start eating & moving Dinner at 6 pm Tea & cookie9 pm Day 3 Loosen stitches Walk, play, & eat with your buddies If not OK… Dinner at 6 pm Tea & cookie 9 pm Day 4: Remove stitches, walk, play, eat, check out

[object Object],[object Object],[object Object],[object Object],How is Shoudice different from other Hospitals?

HOW SUCCESSFUL IS SHOULDICE HOSPITAL? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

COST COMPARISON: SHOULDICES VS. OTHER HOSPITALS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

HOW ABOUT THE PROFITABILITY OF SHOULDICE HOSPITAL? Hospital: Revenues (4 days X $111/day x 6,850 patients/year) 3,041,400 Cost 2,800,000 Profit: 241,400 Clinic: Revenues (($450+ 60 + 75 X 0.20) X6,850) 3,596,250 Cost 2,000,000 Profit 1,596,250 Total Profit 1,837,650

RETURN ON EQUITY ,[object Object],[object Object],[object Object],[object Object],[object Object]

“ THE DREAM WORLD ” ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

HOW IS ALL OF THIS ACHIEVED? WHAT ARE THE MAJOR REASONS FOR THE SUCCESS? ,[object Object]

WHAT IS THE UNIQUE SERVICE CONCEPT? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A Focus Strategy

OPERATING CONCEPT ,[object Object],[object Object],[object Object]

HOW DID THEY DO THAT? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

HOW DID THEY DO THAT? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

THE ELEMENTS IN THE SERVICE SYSTEM TO SUPPORT THE SERVICE CONCEPT ( MANAGERIAL ELEMENTS) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

THE ELEMENTS IN THE SERVICE SYSTEM TO SUPPORT THE SERVICE CONCEPT (MANAGERIAL ELEMENTS) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

THE ELEMENTS IN THE SERVICE SYSTEM TO SUPPORT THE SERVICE CONCEPT (STRUCTURAL ELEMENTS) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

THE ELEMENTS IN THE SERVICE SYSTEM TO SUPPORT THE SERVICE CONCEPT (STRUCTURAL ELEMENTS) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

THE CAPACITY DECISION ,[object Object],[object Object],[object Object]

SHOUDICE HOSPITAL LIMITED: ANALYSIS OF CAPACITY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SHOUDICE HOSPITAL LIMITED: ANALYSIS OF CAPACITY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

HOW TO EXPAND THE CAPACITY? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ADD IN A NEW FLOOR (45 BEDS) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ADD IN A NEW FLOOR (45 BEDS) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SCHEDULE SATURDAY AS AN OPERATING DAY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SCHEDULE SATURDAY AS AN OPERATING DAY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

A SECOND FACILITY FOR TREATING HERNIA ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SHOUDICE HOSPITAL ’ S SERVICE PACKAGE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SHOUDICE HOSPITAL ’ S SERVICE PACKAGE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SHOUDICE HOSPITAL ’ S DISTINCTIVE CHARACTERISTICS ,[object Object],[object Object],[object Object],[object Object],[object Object]

Shouldice - A great success in service delivery

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Shouldice - A great success in service delivery