Innovation in healthcare industry – Shivinder Singh, Executive Vice Chairman, Fortis Healthcare

Mr. Shivinder Singh, Executive Vice Chairman, Fortis Healthcare

I want to share my thoughts for a business that is not traditionally organised, not just in India but in most countries of Asia. Healthcare is not a business that is seen as an industry or something that people are excited about. Many people tell me that we make money when people fall sick and we make joy out of other people’s distress and sickness. Unlike many other business which are consumer facing like FMCG business & hotels where customers chose the products and services they like, but in 99.9% of cases, people come to us when they have no choice left. They don’t want to come to us; they don’t want to be in situation where they have to consult a doctor or visit a hospital.

Unfortunately the biggest challenge for us is that the minimum expectation from the people who visit us is our best outcome. The expectations from a customer who is coming in to the hospital is that he leaves well or perfect. Therefore we battle with the minimum expectation of our customer to be our best outcome always. So our challenge is that with this context how you will make a patient happy when he leaves the hospital after recovering from his illness. So, we want people to say that if I fall sick I would come to Fortis rather than going anywhere else. Continue reading

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Technology leading to Good Governance – Nandan Nilekani, Chairman of the new Unique Identification Authority of India

Nandan Nilekani is Chairman of the new Unique Identification Authority of India

Before I start talking about technology and intrusive growth, we need to understand that the challenge is very clear. We need to address the need for aspiration as we are a high aspiration society and we must address the challenge of migration for social welfare.

It’s critical to understand why technology is so strategic in solving the problem! I would like to cite five key trends in technology that will pave the path for improved public governance.

1. Ubiquitous spread of communication – millions of people with mobile phones
2. Communication revolution will get newer and faster technologies like broadband, 3G, national fiber network
3. Everybody in some sense will be connected
4. More apps on the cloud

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