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 Indias largest
healthcare service providers.
And one of the worlds
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, globally-
benchmarked 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 Accountability

Respect for all 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 Nov14 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 217 dedicated beds
and 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 INITIAL FORAY INTO 29 HOSPITALS ACROSS 30000 BEDS
DR. DEVI GROWTH OTHER 17 CITIES
SHETTY PHASE SPECIALTIES

NH Bangalore NH Jamshedpur NH Shimoga NH Salt Lake NH Mumbai

MSMC Bangalore
NH Kolkata MS Ramaiah NH NH Mysore NH HSR Layout NH Bhubaneswar
NH Dharwad
NH Durgapur NH Whitefield
Blood & Valve Bank Bangalore NH Siliguri
NH Kolar NH Davangere NH Guwahati
NH Lucknow
NH Hyderabad Chinmaya NH Health City
St. Marthas NH Cayman Islands NH Jodhpur
NH Jaipur
Westbank NH NH Barasat NH Palanpur
NH Raipur
NH Kuppam NH Berhampore NH Bellary
NH Ahmedabad
NH Mahuva
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 150 Major
Surgeries 44 Cardiac
Surgeries

4200 Outpatients

250 Cardiac
Procedures

417 Dialysis
Procedures

13 Neuro
Surgeries

1 Kidney
Transplant

13200 Laboratory
Tests
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 PG programs for Doctors

37 programs for Nursing

and Para-medical professionals

55 NH certified training programmes

1945students/trainees at any given time

 Yeshaswini Micro Health
Insurance Scheme

Worlds 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

Financial Times Arcelor Mittal Boldness in

2013 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
Worlds 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

For the exceptional CSR work done

2010 Best Hospital

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 Economists 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
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