This document presents a market excellence study for Parkway Hospitals. It provides an overview of Parkway Hospitals, including that it is part of IHH Healthcare, the second largest healthcare group in the world. Parkway Hospitals is known for best-in-class patient experience and outcomes in Singapore and other parts of Asia. The document also outlines some of Parkway Hospital's business ventures, facilities, mission to provide excellent patient care, and major risks/challenges around maintaining service quality expectations.

1. A Market Excellence Study
Presented By:
HARSH RAJ CHAUHAN

2. THE EVOLUTION
DR. LIM CHEOK PENG
Founded in
1987
“EXCEPTION
AL
PATIENT
CARE”

3. REGION’S BEST
KNOWN BRANDS IN
PRIVATE HEALTH
CARE
OVERVIEW
BEST-IN-CLASS
PATIENT
EXPERIENCE AND
OUTCOMES
PART OF IHH
HEALTHCARE, 2ND
LARGEST HEALTHCARE
GROUP IN THE WORLD

4. HOLDING COMPANY
PARKWAY
PANTAI
IMU HEALTH
ACIBADEM
HOLDINGS
Asia’s Largest integrated
private healthcare group
Renowned for clinical excellence in
the Central & Eastern Europe,
Middle East and North Africa region.
IHH’s medical education arm;
higher learning institutions

5. What to expect ?
No before-hand
APPOINTMENTS
!
Just ask for
ASSISTANCE
Entitled to
request a 2nd
opinion from an
accredited
doctor!
Post-surgical care
insurance:
coverage for
treatment of post-
surgical
complications
5-star amenities:
High speed internet,
video-on-demand,
video games,
dedicated medical
staff for each suite

6. BUSINESS VENTURES
Gleneagles Hospital,
Singapore
270 licensed bed tertiary acute care
hospital providing services in cardiology,
gastro-enterology, liver transplants,
oncology & more…

7. BUSINESS VENTURES
Mt. Elizabeth Hospital,
Singapore
345 licensed bed tertiary acute care
hospital providing services in cardio-
thoracic vascular surgery, neuro-
surgery, orthopedics & more…

8. BUSINESS VENTURES
Danat Al Emarat, Abu Dhabi
117 licensed beds, a VIP floor, 10
delivery suites & 4 operating theatres:
Paediatrics, neonatology, women’s
diagnostic imaging & more…

9. BUSINESS VENTURES
Apollo Gleneagles Hospital,
India
425 licensed bed multi-speciality tertiary
hospital focused on cardiology &
transpants: Only hospital in India to be
JCI accredited.

10. MISSION & VISION
MISSION
To make a difference in people’s lives through excellent patient care
VISION
The global leader in value-based integrated healthcare

12. MAJOR
RISKS &
CHALLENGES

13. Parkway Hospitals dependent on
private specialists instead of
DOCTORS!
GAP between Perceived
& Expected Service GAP between Management
Perceptions & Service
Quality Specification
GAP between Service
Quality Specification &
Service Delivery

14. With many hospitals in Asia, how can Parkway position itself to attract
more patients?

15. RELIABILITY
RESPONSIVENESS
ASSURANCE
EMPATHY
TANGIBLES
SERVQUAL ATTRIBUTES

16. RELIABILITY
Provide services as promised Performing services right the first ti
Maintaining error-free records Providing services at the promised tim

17. RESPONSIVENESS
Prompt service to customers
Willingness to help customers
Readiness to respond to customer’s
requests

18. ASSURANCE
Instill confidence in customers
Making customers feel sa
investment
Consistently courteous

19. EMPATHY
Giving customers individual
attention
Having the customer’s best interest
at heart
Understand the needs of the
customers

20. TANGIBLES
Modern equipment
State of the art technology
Visually appealing facilities

21. DISCLAIMER
Created By Harsh Raj Chauhan, Delhi Technological
University, during a marketing internship by
Prof. Sameer Mathur, IIM Lucknow