We value our patients the most.

They are at the core of our operations, and safeguarding their

health is our priority. That is the Apollo Way. Pharmacies form an important part of ensuring patient
care. AHEL follows stringent protocols when it comes to the stocking of drugs for its pharmacies. We
ensure that all our unused drugs are sent back to suppliers three months before expiry. We follow a
unique five pronged customer centric approach as follows

Guest Relation: 1. Apollo has adopted the engagement pathway for Voice of Customer (VOC)

.2. Partnered with Gallup to benchmark e-customer feedback with best in class hospitals globally

3. In-house framework captures VOC from interactions and converts them into qualitative and
quantitative feedback for quick follow up action

Tender loving care

1. Core training module for all nurses

2. Inspires the conversion of daily interactions into memorable experiences for patients, resulting in
an enhanced courtesy index for nursing

3. Tender Loving Care (TLC) training for frontline staffs .

Human Sigma

1. Apollo Hospitals is the first in India to adopt Human Sigma by mapping customer engagement to
the Gallup “S” Methodology

Admission

1. Minimizes waiting time for planned admissions

2. Dedicated rooming experience that orients patients and attendees to various hospital services
Admissions .

Discharge

1. Post discharge calls to patients for suggestions and feedback 72 hours after discharge

2. Speedy discharge summary for planned discharges