Interview

OMNI Hospitals: An Institution of Compassion & Trust

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Mullick

Dr Aloke Mullick

With an objective to serve people with best quality care in cost-efficient manner, OMNI Hospitals is carving niche in healthcare delivery space. The hospital is setting an example to serve mankind with warmth, compassion, and transparency, say OMNI Hospitals’ Group CEO Dr Aloke Mullick and its Group COO Dr Nageswar K, in conversation with Gopi Krishna Arora of Elets News Network (ENN).

Q Since its inception in 2010, OMNI Hospitals is making great strides to cater people with best patient care, leveraging technology and innovative practices. How has been the journey?

Driven by the vision of building a comprehensive and cost-effective chain of hospitals, OMNI Hospitals’ objective is to provide super speciality services with warmth, compassion, and transparency.

Since its inception in 2010, the hospital has established over 30 specialities including cardiology, nephrology, orthopaedics & orthooncology, general medicine, obstetrics gynaecology, paediatrics and many more.

It is on a compassionate mission to alleviate the sufferings of people by providing them gift of perfect health. We are leaving no stone unturned to create a unique identity for ourselves as a professional medical care provider with strong adherence to ethics, and clear focus to create a healthy society.

Today, OMNI Hospitals provide superlative patient care across multiple locations in Andhra Pradesh including Hyderabad (Kothapet, Nampally and Kukatpally), Vizag and Kurnool. Each and every touch point including management, doctors, or even the support staff at every branch of OMNI Hospitals, projects compassion. The hospital holds the view that an individual must be treated as a human first and patient later.

OMNI Hospitals, though a young group of hospitals, is driven by a passion for treating patients with compassion and price transparency. We have experienced leaders in management who believe patient care comes above all. We strive to create effective cost control and the benefit of the same are passed to the patients. No standalone hospital except us competes for business with diagnostic chains on pricing.

Q What is the vision that guides OMNI Hospitals? How is it different from other super speciality hospitals in Hyderabad?

The core vision guiding OMNI Hospitals is to provide corporate hospital level tertiary care to patients, at secondary care/nursing home prices. That is the key differentiator between OMNI and other multi-speciality corporate hospitals. We take pride in having some of the best doctors and staff who take patient care very seriously.

The objective of OMNI Hospitals is to become the preferred neighbourhood hospital in every catchment we are present in, by meeting the healthcare needs of the community with the same high standard of patient care across all units.

Dr Nageswar K

Q OMNI Hospitals’ objective is to provide quality service in cost effective manner. Tell us about key services offered by the hospital.

We provide care across full spectrum of clinical specialities in most of our units, excluding capex heavy sub specialities like robotic surgery, radiotherapy, bone marrow transplantation etc.

Q How is OMNI Hospitals leveraging ICT (Information and Communication Technology) to bridge gaps in healthcare delivery?

We have deployed a mature set of ICT tools and solutions including a full featured industry standard -Hospital Information System, Lab Information Systems, Radiology Information Systems, PACS, ICU Central Monitoring Systems, Management Information System, paperless patient feedback system, GP to hospital patient tracking system etc. In a bid to support full paperless operations in our hospitals, we have allocated budget for EHR system in coming fiscal.

Q What are the recent achievements of OMNI Hospitals?

In past one year we have received a series of industry awards including Times Healthcare Achievers 2018; Best Neighbourhood Hospital – OMNI Hospitals, Kukatpally, Hyderabad; Best Emergency & Trauma Hospital – OMNI Hospitals, Kukatpally, Hyderabad; Best Orthopaedics Hospital – UdaiOMNI Hospital, Nampally, Hyderabad; Reader’s Digest Trusted Hospital 2018 – Survey conducted by India Today Group; and 3rd in Hyderabad & 9th in South India in Orthopaedics according to Times Health Survey – UdaiOMNI Hospital.

Q Shed light on how technologies are being leveraged at the hospital to improve operational efficiency and quality of services?

Being one of the earliest hospitals to deploy a ‘Net Promoter Score’ based paperless patient feedback system in India, we have a wealth of actionable information which enables us to achieve a greater level of patient satisfaction. Some of our units have a Google satisfaction score of 4.5 out of 5.0, a rare feat in the industry.

Q Being one of the leading hospitals receiving international patients, what kind of challenges you face?

The Indian medical tourism industry is an extremely price sensitive play, with patients from lower – middle socioeconomic strata majorly from Middle East, North Africa, Bangladesh, Afghanistan visit various hospitals across country. Hospitals with tight price control and competitive prices stand to benefit from this segment. Days of grossly overpriced foreign medical care are nearly over now.

Q What are the plans in 2019 to impact the Indian healthcare delivery system?

We plan to leverage our core strength of providing high quality care at reasonable prices in clean corporate ambience facilities. Despite facing huge peer group competition and lowering service prices, we have managed a significant growth in terms of profit in 2018, and that is because of stringent cost saving strategies.

Q What kind of innovations OMNI Hospitals are focusing upon to improve different deliverables including quality of care?

We are in the process of implementing many innovative practices and solutions for improving operational efficiencies and quality of care including fixed price billing across most clinical care situations including ICU care; unrelenting focus on kindness and empathy; electronic medical records for paperless care; patient portals and remote video consultations, and improving digital marketing footprint.

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