Jasdeep Singh, Facility Director, Fortis Hospital, Shalimar Bagh, is upbeat about his ongoing efforts in turning the caring venture into a saga of success. He discusses his health mantra with Shahid Akhter, ENN

Within a short span of three years Fortis Hospital Shalimar Bagh has carved a niche and established, into a centre of repute. How did you achieve so much in so little a time ?
Fortis is a brand name with a strong recall value, so our task was much easier. We began with community outreach and our focus was to ensure that people in and around should have the best of healthcare facilities by way of infrastructure and a pool of doctors who are most trusted. Instead of a super specialty with a single entity, we  opted for one stop shop in all verticals of healthcare. Fortis Hospital, Shalimar Bagh has done tremendously well ever since it opened its doors. The reasons are multiple and can be clubbed under the following: Brand Power, Clinical talent, Infrastructure, Comprehensive Medical Programmes, Values and Processes.
We ensure that the 7 ½ acre infrastructure, biggest among Fortis hospitals in Delhi, is utilized as best as possible. From the exterior fa§ade to interior lobby and corridors, they reflect our ethos  We have worked hard to ensure that our level of service remains unmatched. Not just the patient but even the attendants should feel the positive aura and remember us for our high standards of service and excellence that we strive for.

What sort of challenges you faced initially and how did you iron them out?
Challenges were many fold but we were determined to emerge as a winner. Every new healthcare facility takes time to gain confidence of the population and one of the key reasons why patients come to a hospital is for its clinical talent. At Fortis Shalimar Bagh, we ensured that our medical fraternity was and continues to be par excellence. Another aspect which helped us establish ourselves was the comprehensiveness of the medical programmes the hospital had to offer. A patient always prefers a hospital where the family members are least hassled especially when the ailment is multi-disciplinary. The hospital also offered great services which were clear differentiators for the patients to choose this hospital every time. We achieved this gradually and today our customer satisfaction level is impeccably great. Railway lines running close to the hospital was one sound hindrance which we overcame by introducing innovations system that has cut down the noise level considerably. Double glazed glass panes were introduced to reduce the heat and the landscape was reinforced with lush greenery.

What services and specialties are offered at Fortis, Shalimar Bagh?
We cater to almost all verticals of health. The hospital has been designed strategically to offer almost all specialties which positions it strongly as a community hospital of choice. From common cold to Bariatric (Weight Loss) surgery, general surgery to high end cancer surgeries of the Gastrointestinal tract, Birthing to high end neonatal ICU, Trauma to Joint Replacement, complex neuro-surgery to high-end plastic and reconstructive surgery, pre and post birthing fitness to cosmetic procedures, child health to mental and behavioral sciences. All clinical specialties at one place makes Fortis, Shalimar Bagh, the first choice in a one stop shop in healthcare. We want to make everyone feel and experience the high end quality by way of services that we have created. We have Fortis Operating System in place to redress the grievances where we fail to deliver what we promise. We leave no room for dissatisfaction. Our NABH accreditation is a peer assessment that recognizes, assures and ascertains the high quality of care and patient safety standards.

How good is your emergency and trauma service ?
We offer a comprehensive, round the clock emergency medical services. It is equipped with state of art emergency equipments and managed by a team of experts who are quite capable of providing all necessary life saving procedures like resuscitation, airway protection, vascular support, cardiac support, cardiac pacing, and multidisciplinary support, Orthopaedic services, Neuro Sciences in case of accidents, falls, and assaults. To cut down on the wait time we have the charting and triage system, a 24 x 7 clinical laboratory, dedicated CT, MRI, Xrays and ultrasound facilities. Cardiac ambulances and emergency  technicians are always at hand. Minor procedure rooms are there to look after trauma and emergency.

Not just the patient but even the attendants should feel the positive aura and remember us for our high standards of excellence and service that we strive for

Who is your target group and how affordable is Fortis, Shalimar Bagh ?
Nothing can be more rewarding and humane than saving a life. There is an influx of people from all walks of life who pour in from North and West Delhi and even from neighbouring states. Fortis is affordable to all if you look at the services and infrastructure. In fact, we are the most affordable.
We offer a range of rooms, varying from six beded economy ward to Presidential suite. In between, we offer deluxe rooms, single rooms, twin sharing rooms and four beded wards. We are keen to cater to all sections of the society.

How do you keep your doctors abreast of the latest medical developments ?
CMEs are de rigueur and we take all steps to ensure that our doctors keep sharing and exchanging ideas. There are a number of meetings and programmes to ensure that the latest development percolates within the medical fraternity. Cross learning, conferences, specialty seminars, forums are organised as and when required.

Fortis, Shalimar Bagh is reckoned as the first hospital in India to have acquired green building certification. Can you please spell the salient features of this unique certification ?
Green Building Certification is a recognition of patient friendly environment that showcases the inclination towards nature conservation and sustainable development. It fosters the health care facility and ensures the quick healing environment for the patients. There is overall accountable saving in all energy consumption by way of light, heat and energy. There is enhanced indoor environmental quality which ensures sufficient natural light into the interiors, sufficient fresh air flow, heat ventilation air conditioning, sufficient views of the outdoor, reduced water consumption, etc. Rain water harvesting is another unique feature that adds to the optimum natural resourses utilisation at our hospital.

How does energy conservation and the greenery impact hospital environment ?
There is accountability in savings in almost all aspects of energy conservation. To begin with, efficient building material allows minimum solar heat gain into the interiors and this greatly reduces the need of air conditioning. The hospital makes maximum utilization of renewable energy by way of cheaper and cleaner sources of energy as compared to conventional sources. There is almost 30 percent reduction in running energy consumption bill.

Your future plans of expansion and growth ?
Our vision is to expand it to 550 beded hospital at the earliest. We will be focusing more into transplants, high end radiation oncology and a lot of other things are in process. I can say, our best is yet to come.

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