SRIKRISHNA AGARWAL

BBA 6B
HEALTH CARE MANAGEMENT
FORTIS ESCORTS
 Journey
Brand Fortis was established in 1996 with the vision, 'to create a world
class integrated healthcare delivery system in India, entailing the finest
medical skills combined with compassionate patient care.'
Fortis Healthcare is the country’s ‘fastest’ growing healthcare group. We
have grown from first hospital at Mohali (Chandigarh) which opened in
2001 with over 45 healthcare facilities as of today. These include the
world famous Escorts Heart Institute and the erstwhile Wockhardt
facilities. From North to South, East to West, Fortis truly has India
covered - the frontier city of Amritsar, to Ludhiana, Mohali, the National
Capital region, Mumbai, Bangalore, Mysore, Chennai, Kolkata and many
more destinations are all home to Fortis facilities.
Fortis occupies a place of pride in India’s healthcare delivery system.
Fortis Healthcare Limited is a leading integrated healthcare delivery
service provider in India. The healthcare verticals of the company
primarily comprise hospitals, diagnostics and day care specialty facilities.
Currently, the company operates its healthcare delivery services in India,
Dubai, Mauritius and Sri Lanka with 43 healthcare facilities (including
projects under development), approximately 9,000 potential beds and
392 diagnostic centres.
 Brand and the Logo
The Fortis brand with its distinctive logo is a synthesis of human
values of trust, ethics and service and quality healthcare. We
project clinical excellence, distinctive patient care, transparency
in actions & high level of integrity and excellence is all that we
do.
Our logo projects these very values. The integration of the hands
(in a distinctive ‘green’ with a ‘red dot’) and the human figure is
completely seamless and is representative of ‘Fortis’ responsive
approach to healthcare. The green colour of hands is
representative of health, wellbeing, compassion, nurturing and
generosity while the red dot gives an immediate association to
our Indian roots, while it is also represents energy, spirituality,
courage and symbol of good luck.
At Fortis we intrinsically believe that excellence is a not a
destination – but a journey.
Specialities
 Values

• Patient Centricity • Integrity

1)Commit to 'best 1) Be principled, open

outcomes and and honest..
experience' for our 2) Model and live our
patients. 'Values'.
2)Treat patients and 3) Demonstrate moral
their caregivers with courage to speak up and
compassion, care and do the right things.
understanding.
3) Our patients' needs
will come first.
• Teamwork • Ownership

1) Proactively support 1) Be responsible and

each other and operate take pride in our
as one team. actions.
2) Respect and value 2) Take initiative and
people at all levels with go beyond the call of
different opinions, duty.
experiences and 3) Deliver
backgrounds. commitment and
3) Put organization agreement made.
needs' before
department / self
interest.
 Admission Process
The front office staff at the reception will assist you during
the admission process. They will generate a Unique
Identification Number (UID) for the patient and all the
medical records will be maintained and stored by the
hospital for all future reference. They will also draw out an
estimate and guide you for selecting the relevant category
of room.
In addition, you will be required to make an advance
payment. The advance shall be adjusted against the final bill
at the time of discharge. Those seeking the cashless route
would have to visit the insurance desk / TPA desk for the
hospitalisation of the patient. The staff will escort the
patient to the allotted room/bed and make you feel
comfortable.
 Discharge Process
Your nurse will assist you in the discharge
process which may take few hours to
complete the process. Once your final bill
is generated, you are expected to clear
your dues by paying cash or by a
credit/debit card. The nurse will hand
over your discharge summary and
belongings (like thermometer, urinal
bedpan, etc. - used during the course of
your stay). She will also explain the
medications you need to continue after
your discharge and any other follow-up
instructions. In case you need a medical
ambulance to drop you at your home,
then please inform your nurse and she
will make the necessary arrangement.
 Guidelines for Visitors
• • For the comfort of all our patients, we request you to limit your visitors
during visiting hours
• • Please note that visitors may be restricted according to a patient’s medical
condition and/or special needs.
• • At the time of admission, you will be issued passes for attendants and
visitors. Please request your attendant and visitors to wear/display these
passes while in the hospital premises. In case of loss of the pass, you may
get in touch with the Concierge Desk located in the hospital main entrance.
• • Visits by children under the age of 12 are not allowed on patient floors.
This is to protect children from catching any infection.
• • Sanitise hands before and after visiting.
• • Use of mobile phones is prohibited where critical medical equipment and
patient monitoring systems are in operation. Please read and follow all
posted signs about the usage of cell phones, only in approved areas. If you
must use your cell phone in approved areas, please speak in a soft tone so
that other patients are not disturbed.
 Patient and Attendant
Responsibilities
• • For keeping appointments, being on time for appointments, and calling
your doctor/hospital if you cannot adhere to the appointment timing.
• • For providing complete and accurate information, including your full
name, address, telephone number, date of birth, particulars of next-of-kin
and insurance company/TPA/employer, past illness, and medication details
wherever required.
• • For actively participating in your treatment plan and to keep your doctors
and nurses informed of the effectiveness of your treatment.
• • For your valuables. Please leave your at home and only bring necessary
items.
• • For treating all hospital staff, other patients and visitors with courtesy and
respect; abide by the hospital rules and safety regulations; be considerate
of noise levels, privacy and number of visitors; and comply with the ‘No
Smoking’ policy.
• • For understanding all instructions before signing the consent forms.
 Patient and Attendant Rights
• • Be treated with respect, consideration, compassion and dignity,
in a safe and clean environment regardless of your age, gender,
race, origin, religion, sexual orientation or disabilities.
• • Be addressed by your proper name and to be informed about
the names of the doctors, nurses and other healthcare team
members involved in your care.
• • Full protection of your privacy, dignity and confidentiality in care
discussions, examinations, and treatments.
• • A clear and understandable explanation by your doctor about
your diagnosis, as well as the benefits and risks of each treatment,
expected outcome and change in medical condition.
• • Be protected from physical abuse and neglect.
• • Receive information from the hospital regarding the expected
cost of treatment and payment policies.
• • Request for a copy of your medical records as per protocol.
 Visiting guidelines for Intensive Care
Units (ICUs)
All Intensive Care Units (ICUs) areas are restricted areas. Visitors are requested
to adhere to protocol and wear isolation gown, mask, gloves, shoe covers
and use hand sanitiser available at the hospital before and after entering
these areas.
To minimise the risk of infection, only one attendant at a time is allowed for a
maximum of 10 minutes. Visitors are requested to wait for their turn to
enter these special zones.
It is expected that visitors will:
• Not visit if the visitors are sick.
• Comply with safety and security procedures.
• Wear and display their visitor identification card at all times while in
patient/restricted areas.
• Leave the hospital during a disaster or fire alarm.
• Patients are the responsibility of the hospital and will be rescued as per an
evacuation plan.
• Act in a respectful manner.
Unacceptable behaviour includes but is not limited to:
• Unreasonable interference with a patient’s plan of
care.
• Harassment of any kind, including inappropriate
telephone calls to a staff member.
• Use of loud, threatening, abusive or obscene language.
• Use of physical violence or acting in a threatening
manner towards staff.
• Arriving under the influence of drugs or alcohol.
• Damage to hospital property.
• Theft.
• Possession of weapons or firearms.
• Disturbance to other patients.
Location
 Education and Training

• Fortis Healthcare is committed to provide the first class

scientific approach to medicine combined with educational
programmes that emphasizes on development of excellence
in the clinical skills required for good medical practice.
• We believe, uninterrupted learning brings the best out of a
clinician and the organization vouches for it. Academics and
Research are an integral part of our organization and we
support our clinicians in research, publications, conferences
and other academic activities.
• Fortis Healthcare is proud to present the Fortis Certified
Clinical Observership Program and NBE courses for the
clinicians.
 Careers at Fortis Healthcare

Fortis Healthcare is committed to clinical excellence through nurturing talent

and providing world class infrastructure and medical technology. We believe
that a content employee is high in commitment, motivation and can provide
best patient care. We provide an environment that encourages the
professional and personal growth.
If you are passionate about caring for people and want to excel in the clinical
field then Fortis Healthcare is an ideal place for you.
We pride ourselves for fostering an environment of clinical excellence,
following world class standards and academics & research. You will
experience:-
•Best in class work culture to bring out the “Leader” in you.
•Opportunity to work with the world renowned medical fraternity.
•Higher education support for academic excellence and proficiency.
•Recognition of talent and excellent opportunities to maximize your potential.
•World class Infrastructure and state-of-the-art medical technology to build
centers of excellence.
Career Movement and Professional Agility
We encourage Professional agility by offering career
development paths to strengthen your professional
expertise. You get a chance to work in hospitals
across Fortis network.

Work with World Class Renowned Leaders

You get to work with pioneers in clinical fields,
internationally acclaimed and renowned doctors
who have established the medical programs with
global benchmarks. We encourage relationship
management to ensure multiple level engagement
that hones your medical and professional skills.
Competitive Environment
In the healthcare services segment, we face competition from other acute care hospitals, including
tertiary hospitals located in larger markets; specialty hospitals that focus on one or a small
number of lucrative service lines; standalone centres at which surgeries or diagnostic tests can be
performed; and physicians on the medical
staffs of our hospitals. The shortage of bed supply in India continues to be high, although
several healthcare service providers have aggressive organic growth plans. In addition,
our competitors are also expanding presence by acquiring/ partnering with existing
smaller hospitals. Going forward, pricing could come under pressure in our key markets
and competition for medical staff could intensify both of which may have an adverse
effect on our operations. It is widely recognized that India has a shortage of physicians
in certain practice areas, including specialists such as cardiologists and orthopedists, in
various areas of the country. Healthcare insurance penetration is Increasing rapidly,
which may lead to a scenario where the costs of providing care rise faster than
reimbursement rates. We are putting in place systems and procedures to increase cost
efficiency and transfer best practices across our hospital network. Our standalone
pharmacies (SAPs) compete primarily with the unorganised sector. Organised sector
penetration in the pharmacy sector is currently only 2%, and unorganised players are
able to offer similar services as the organized players. We differentiate ourselves by
ensuring high quality of the drugs supplied through SAPs, ensuring convenience for and
building deeper relationships with the end-customer and creating linkages between our
hospitals and SAPs.