Shouldice Hospital

Shouldice hospital “There is No Substitute for Experience”

GROUP 3

The Key Success Factor: Maximizing the difference between

perceived quality and value to the patient on one hand low cost surgery comfortable environment to all of its patients. Reducing the cost of nursing, housekeeping and laundry Every employee interfaces with ‘customer

Offers to customers  The hernia surgery (the

Shouldice method)  Peace of mind/low risk/Low Recurrence  Independence/Dignity/Control  Social experience, fraternity Service concept  Managerial elements  Structural elements

Focus strategy  Market Focus focus on a narrow segment of potential patients

who have hernia large market potential: 600,000 operations in U.S. in 1979  Internal Focus Doctors: Dedicated to quality of shoudice method,

tolerance for boredom, family oriented Nurses: people oriented, assist patients  Staff: flexible, team oriented

Five dimensions of service Quality Reliability Responsiveness Empathy Tangibles Assurance

SURGICAL TECHNIQUES The pure tissue repairs (Shouldice operation) 2. The Tension-free repairs (Lichtenstein, Gilbert, Rutkow) 3. The laparoscopic techniques

Methodology used at Shouldice  Standardization:  Participation:  Work environment:

screening of patients patients do much of the work staff freed from usual

disagreeable work  Economics:  Best practice:  Motivation:

customer

sharing of expensive services interaction of surgeons all employees interface with the

Aim : Increase capacity & maintain control of service quality A second facility for treating hernia Schedule Saturday as an Operating Day  Add 45 beds

Benchmarking  Typical Stay: 1-4 weeks / Others: 2-8 weeks  Typical operation cost: $585 / Others: $2,000 -

$4,000  Operating Room investment: $30,000 / “considerably less”.

THANK YOU  ARUN PRAKASH  VIJAY  VISHNU PRASAD  AMBIKA  ARCHANA  VAISHNAVI