To serve people with better patient care, Omni hospital has adopted right mixture of latest technological advancements and innovative practices. It was one of the earliest hospitals to deploy a Net Promoter Score based paperless patient feedback system in India. With its calibrated approach, the hospital has maintained a balance between quality and affordability, says Dr Aloke Mullick, Group CEO, Omni Hospitals, in conversation with Elets News Network (ENN).
Q What’s the guiding principle of Omni Hospitals? How would you summarise its contribution in boosting patient care?
The core vision of Omni Hospitals is to provide corporate level tertiary care to patients. Its objective is to cater patients with empathy and make patient avail finest medical facilities at affordable prices. That is the key differentiator between Omni and other multi- speciality corporate hospitals.
Q How distinctly placed is Omni Hospitals? Shed some light upon your services like emergency care, ortho oncology etc.
We leverage our core strength of providing high quality care at very reasonable prices in clean corporate ambience facilities. Despite facing huge peer group competition and lowering service prices, we managed significant growth in terms of profit in 2018. It was due to stringent cost saving strategies. We were one of the earliest hospitals to deploy a Net Promoter Score based paperless patient feedback system in India. This has given us a wealth of actionable information, helping us to achieve greater levels of patient satisfaction. Some of our units have a Google satisfaction score in excess of 4.5 out of 5.0, an industry rarity!
In areas like interventional pulmonology, multi-organ failure, ortho oncology, complex spine surgery, complex redo joint replacement and neonatal intensive care, we have some of the best consultants and facilities in the cities we operate in.
Q Quality and affordability are two most glaring issues engulfing healthcare sector today. How challenging is it for the management to maintain a balance?
We strongly believe that quality healthcare must be affordable. The key to achieve that is to constantly monitor all cost items against benchmarks, incentivise employees for suggesting out-of-the-box cost reduction ideas, and strict monitoring and prevention of revenue leakage via system controls.
Q You have been associated with many top hospitals in the past. As an expert how do you analyse evolution of Indian healthcare system in terms of technology and innovations?
It is very poor primarily due to two reasons: high prices of above average technology products and lack of incentives from payers towards technology adoption.
However, the situation is improving, primarily due to introduction of operating expenditure (OpEx) based pricing model for good products, and an increasing understanding by stakeholders that good IT leads to lower costs.
I do believe that real growth will happen once a carrot and stick pattern incentive scheme is put in place by key players including the Government.
Q Shed some light on existing branches in South India. Is there any plan of expansion, collaboration in near future?
In Andhra Pradesh, we have branches in Hyderabad, Visakhapatnam and Kurnool district. There are six units with a cumulative capacity over 850 beds. We recently opened a mother and child unit in Visakhapatnam under the brand name Giggles. At present, we don’t have any plan to expand our footprint beyond South India.
In last one year our units have received following industry awards:
TIMES HEALTHCARE ACHIEVERS AWARDS
1. Best Neighbourhood Hospital – Omni Hospitals, Kukatpally, Hyderabad
2. Best Emergency & Trauma Hospital – Omni Hospitals, Kukatpally, Hyderabad
3. Best Orthopaedics Hospital – Udai Omni Hospital, Nampally, Hyderabad
4. Reader’s Digest Trusted Hospital 2018 – Survey conducted by India Today Group
5. 3rd in Hyderabad & 9th in South India in Orthopaedics according to Times Health Survey – Udai Omni Hospital.