What makes NH A Global Healthcare Case Study Narayana Hrudayalaya Hospital is now Narayana Health 29 Hospitals 7500 Beds 17 Cities 15000 Associates 1500 Full time Doctors One of India’s largest healthcare service providers. And one of the world’s most economical. Passion makes all the difference We at NH have a Dream “A dream of making quality healthcare available to the masses worldwide” A solution is not a solution unless it is affordable At NH, we are convinced that ‘Quality’ and ‘Affordability’ are not mutually exclusive when it comes to healthcare delivery. We are committed to creating an affordable, globallybenchmarked quality-driven healthcare services model. Dr. Devi Prasad Shetty Founder & Chairman NH Group of Hospitals OUR VISION IS TO PROVIDE High Quality Healthcare with care and compassion at an affordable cost on a large scale Vision Innovation & efficiency Compassionate care Respect for all Accountability Excellence as a culture Quality Compassion Affordability A Snapshot of a Revolution More than 1,07,000 Cardiac surgeries and 2,75,000 Cath lab procedures [ Till Nov’14 since existence] 80 bed dedicated post-op paediatric cardiac ICU – the largest in the World Discounts of 15% of the revenues on an average per month One of the largest dialysis units in India with and 217 dedicated beds 130,000 procedures per year Patients from 76 countries Amongst the largest telemedicine networks in the world The NH Evolution Humble beginnings with 225 beds in 2001 Today a 7500 bed hospital chain Where there is a will, there is a way FOUNDED BY DR. DEVI SHETTY INITIAL GROWTH PHASE NH Bangalore NH Jamshedpur NH Kolkata MS Ramaiah NH Blood & Valve Bank Bangalore FORAY INTO OTHER SPECIALTIES MSMC Bangalore NH Dharwad NH Kolar NH Hyderabad NH Jaipur NH Raipur NH Ahmedabad 29 HOSPITALS ACROSS 17 CITIES NH Shimoga NH Mysore NH Durgapur NH Davangere Chinmaya NH St. Martha’s NH Westbank NH NH Kuppam NH Salt Lake NH HSR Layout NH Whitefield NH Guwahati Health City Cayman Islands NH Barasat NH Berhampore NH Mahuva 30000 BEDS NH Mumbai NH Bhubaneswar NH Siliguri NH Lucknow NH Jodhpur NH Palanpur NH Bellary NH Vaishno Devi And many more… A Journey… from 225 to 7500 beds NH Presence : India International Presence: Cayman Islands Phase 1 of Health City Cayman Islands at Grand Cayman in association with Ascension Health Alliance is operational. To reach 2000 beds in phases to include Medical University, Research Institute and Assisted Living. The Foundations Clinical Excellence 2 JCI accredited hospitals 4 NABH accredited hospitals 1500 full-time doctors Assembly line approach of nurturing expertise Exposure to large volumes of cases Minutely detailed protocols Holistic Care at NH - Multiple specialties under one roof Service Excellence Patient satisfaction The ultimate goal of NH A Typical Day at NH 558 Inpatient Admissions 4200 250 417 13 1 13200 Outpatients Cardiac Procedures Dialysis Procedures Neuro Surgeries Kidney Transplant Laboratory Tests 150 Major Surgeries 44 Cardiac Surgeries Serving Unmet Needs More than 50% of our patients are from economically weaker sections Economically weaker sections include Government run BPL Scheme patients and discretionary discounts provided by NH Management Ethical Business Practice The underlying foundation of NH Institutionalized audit system Transparent itemized billing discipline enhances patient comfort Fixed package to make patients financially comfortable Collaborative Treatment Planning to ensure quality services Assembly line approach to healthcare delivery More than 10% of all the heart surgeries in India performed at NH Unique Health City model leveraging economies of scale & scope for lowering healthcare costs Health City: Agglomeration of Centers of Excellence “Health City” - A campus with 2000 to 5000 beds, spread among 4-5 hospitals, dedicated to individual specialties Best way to reduce the cost of healthcare through economies of scale & scope Improves the quality of clinical outcomes by exposing to multiple specialists collaborating on a single patient Sharing of resources to reduce cost Excellent set up for research activities Increasing volumes Thereby reducing costs Reaching out to the Grassroots Pioneered the concept of telemedicine in India 711 tele ECG network 150 connected telemedicine centers 55,000 cardiac patients treated free 11,500 patients treated in various CCUs 53 locations in Africa, 10 locations abroad Asset Light Model Greenfield Projects Construct & manage entire hospital Size per location strategy Management Contracts Lease, rent, management contracts & partnerships Low Capex Strategy Average Construction cost per NH bed of INR 27 Lakhs (US$ 44226) [Industry Average INR 48 Lakhs (US$ 78624)] Low Cost Surgical Hospital Model Typically modeled as 300 bedded surgical hospitals, located primarily in Tier II and Tier III cities Built as a pre-fabricated structure with minimal RCC construction Ground floor construction thereby reducing construction costs Maximum utilization of natural daylight Hospitals for the common man Superior Operating Strategy Tight control on costs Hybrid and dynamic pricing Achieving best outcomes Better inventory management Pay-per-use model PEARLS Patient & Employee Ailment Resolution & Learning System Patients & staff send complaints instantly via mobile phone Complaints addressed & status updates sent Departments target reductions in the no. of complaints 1,89,577 complaints recorded (till Nov ‘14), 99.6% resolved Maintaining excellent service standards 1,89,577 Complaints 99.6% Resolved Leveraging Technology Digital Radiology Migrated to digital radiology for better throughput and image quality, while working in a filmless and paper light environment. Automation First in India to ideate an ICU automated system Analyzes patient parameters to assist doctors Reduces human error Cloud ERP System Integration of all NH units through an ERP System deployed on a cloud Allows real time access to data across the group Dramatically impacts the bottom-line by taking advantage of the pay per use concept, resulting in zero investment and maintenance costs. (In progress) First hospital group in India to have an ERP system on a cloud Academic Excellence Programmes Offered 56 37 PG programs for Doctors 55 1945 programs for Nursing and Para-medical professionals NH certified training programmes students/trainees at any given time Yeshaswini Micro Health Insurance Scheme World’s largest self funded micro health insurance scheme catering to more than 3 million people Conceptualized by NH and launched by the Government of Karnataka in 2003 Covering over 1600 surgeries at a monthly premium of INR 18 Success of the model ensured replication by 2 other states covering 30 million people Studied by Harvard Business School Unaffordability can be tackled when united If we have reached NH, our worries are over An average of over 11 heart operations on children every day An average 100 free or discounted pediatric surgeries a month India's largest and most advanced Pediatric liver transplant programme Over 55 pediatric liver transplants till date 55% of NH employees are women CSR Initiatives – A promise to the society At NH, CSR is ingrained in our DNA NH is modeled as a Social Enterprise rather than a Corporate Donations received from the philanthropic organizations supported by NH - Used only for the treatment of poor patients NH created a chain of 16 primary health centers across Amethi and Raebareli to offer free services including consultations & medication to more than 30,000 patients in a month, covering a population of 23 Lacs over 3200 km2 Udayer Pathe - Enabling poor children to become future doctors by offering soft loans for study Udayer Pathe – Making dreams come true Enabling poor children to study to become doctors by offering soft loans Rs. 500 p.m. scholarship to selected children from deprived backgrounds NH mentors these children right from the age of 14 years Awards & Accolades 2014 Winner of Gold Award in the Customer Service by Asian Hospital Management Winner of ABP News Brand Excellence Award Winner of Inc. India Innovative 100 Award 2014 BCG Local Dynamos –Operational Excellence India Health and Wellness Award Superspeciality Hospital 2013 Financial Times Arcelor Mittal Boldness in Business Awards Corporate Social Responsibility Porter Prize for Industry Architectural Shift Philanthropy Award, Forbes India Winner of Inc. India Innovative 100 Award 2012 Ranked 36th among “World’s 50 most innovative companies” By Fast Company Frost & Sullivan India Healthcare Excellence Healthcare service provider company of the year FICCI Health Care Excellence Award for addressing Industry Issues 2011 India Shining Star CSR Award 2010 Best Hospital For the exceptional CSR work done Award by CNBC & ICICI Lombard Recognitions for Chairman Dr. Devi Shetty 2014 19th Nikkei Asia Prize for Economic & Business Innovation 2013 Entrepreneur of the Year Award 2012 Indian of the Year by CNN-IBN 2012 Lifetime Achievement Award by FICCI 2012 The Economic Times Entrepreneur of the Year 2012 Padma Bhushan 2011 The Economist’s Innovation Awards 2010 Indian of the Year by NDTV 2005 Social Entrepreneurship Award 2004 Citizen Extraordinaire, Rotary 2004 Dr. B C Roy Award 2003 Padma Shri 2003 Ernst & Young – Entrepreneur of the Year 2003 Sir M. Visvesvaraya Memorial Award 2002 Rajyotsava Award NH: Selected Recognition Articles, Case Studies & Books NH: Selected Recognition Television Media Documentaries broadcast by