Service marketing with respect Health care industry

A customer is the most important visitors on our premises. He is not an interruption in our work. He is the purpose of it. He is not the outsider of our business. He Is a part of it. We are not doing him a favour by serving him. He is doing us an opportunity to do so Mahatma Gandhi

Influence on Patients
Social status
Kind of illness Economic condition

Employees

Patients

Friends and relatives

Other pressing needs

Level of knowledge

Urgency for treatment

Influence on Doctors
Structure of organization Professional eathics SocioEconomic condition of patients

Government regulations

Doctors

Employer

Peer group Facilities available at hospitel

Improving professional ability

Influence on Hospital
Medical ethics SocioEconomic condition of nationhood

Medical staff

Governments

Hospital

Non medical staff

Medical administrative organization Patients

Para--medical staff

Main functions of Hospitals

Patient care function:
Environmentel system Social system Culturel relationship Providing a workshop for a Physicion Working as a community health center

Peculiar features of Hospitals

Hospitals are dominated by professionals registered with the medical council Less subject to market forces It produce intangible services rather than the Tangible goods

Medical organization of Indian Railway

Health centers Health unit Poly clinic Sub-divisional hospitals Divisional hospitals Zonal railway hospitals

Accounting structure and control

Structured accounting Unstructured accounting Financial control Rewards and punishment

 Thank you