Service Operations

Management
Sector: HealthCare

Submitted by :-
1. Bhavay 28/050
2. Chanchal 28/012
3. Neha 28/097
4. Sonali 28/121
TABLE OF CONTENTS

01 02 03
SECTION SECTION SECTION
INTRODUCTION SERVICES OF CHALLENGES IN
HEALTHCARE NORMALLY VS COVID-
19
04 05
SECTION SECTION
INFOGRAPHICS CONCLUSION
 Objectives

 To understand the service operation management in healthcare sector .

 Key services of healthcare industry.
 To achieve the efficiency in health care industry.
 To understand the challenges in health care industry.
 Example of a hospital to understand the service process.
 Impact of Covid 19 on healthcare industry.
 Sharing the latest infographics of healthcare industry.
 01
What is Service
operations
management?
• Services operations management is related with delivering service
to the customers of the service.

• It involves understanding the service needs of the target customers,

managing the processes that deliver the services, ensuring
objectives are met, while also paying attention to the constant
improvement of the services.
INTRODUCTIO
N
• A Hospital is a highly challenging work place. There are
numerous bottlenecks that deteriorates the productivity
& efficiency of the Healthcare services delivered.

• Spontaneity to untangle any situation is possible only

with a strong “Hospital Operations team”.

• Operations management team is responsible for

managing all operational process of the Hospital which
includes all clinical & non-clinical departments to have
a smooth working environment.
 Health Care
Operations

 Health care operations are certain

administrative, financial, legal, and
quality improvement activities of a
covered entity that are necessary to
run its business and to support the
core functions of treatment and
payment.
Key Services of Health Care
Mental Laboratory and
Dental Care
Health Care Diagnostic care

Nutritional Pharmaceutical
Support Care
 Process at Apollo hospital
Lobby
Parking Lobby Operation Security
Checkup Room
Physical security stairs Theatre Cashier Parking
Register Post
Arrive at Doctor Operation Payment Leave
Process and go to Operations
hospital Visit care
room
Line of Interaction
Contact Person Receptionist Doctor Surgeons Nurses Receptionist
(Visible)
Line of Visibility
Registration Studying the patient Registration
Invisible
System case system
4 Ways of efficieny in Health care

Efficiency of Efficiency of
Process technology

Efficient Efficiency of
people solutions
implementation
 Major Challenges

Financial Customer Satisfaction Technology

Financial challenges and Patient satisfaction and Technology upgradation and
hospital productivity feedbacks adoption

Security Regulations Inventory

Hospital security and guards Rule and regulatory Short inventory and bulk
standards management.
 COVID-19

 The COVID-19 crisis is drawing attention to

the already overburdened public health systems
in many countries.

 Most private facilities initiated their plans in

response to the COVID-19 pandemic.

 In order to effectively manage the outbreak, the

Indian government also leveraged technology
and developed various applications both at the
central and state-levels. 
Challenges faced by Services Operation
Manager
Error free operational budget

Enhancing policies and procedures

Analyzing workflow

Managing a team of healthcare professionals

Resolving operational issues

Resolving the Problems

The administrative team of the The Hospital first seeks to find the
Hospital plays a vital role in severity of the issue. Then, they frame
streamlining administrative as well as methods to approach problems and to
non-clinical operational process flows figure out the obstacles.

A Hospital seeks expertise to find a The ultimate destiny of every Hospital is to

persistent solution making a complete “render quality service at low-cost”.
change in the operations for the other
non-clinical barriers.
Infographics
 Strong demand

Attractive opportunities

Advantages
To India
Rising Manpower

Policy & government Support

Conclusion
India is a land full of opportunities for players in the
medical devices industry. The country has also become
one of the leading destinations for high-end diagnostic
services with tremendous capital investment for
advanced diagnostic facilities, thus catering to a greater
proportion of population.

Besides, Indian medical service consumers have become

more conscious towards their healthcare upkeep.

To sum up, there are vast opportunities for investment in

healthcare infrastructure in both urban and rural India.