Apollo Hospitals Enterprise Ltd. Clinical Scorecard
(10 pages of text)
In January 2011, the group medical director of Apollo Hospitals Enterprise Ltd (AHEL), India’s largest integrated health care provider in the private sector, is weighing his options in promoting clinical excellence among group hospitals. AHEL has been using a clinical scorecard, called ACE@25, as a tool to measure and monitor clinical excellence, which is becoming a source of differentiation in the Indian health care industry. ACE@25 measures 25 clinical parameters, benchmarked against the best hospitals globally, every month. The group medical director is wondering whether his role should be limited to monitoring clinical outcomes or whether, in order to drive clinical excellence, he should also prescribe the steps that the medical superintendents of individual hospitals should take in improving outcomes on their watch.
The case enables students to discuss the managerial and clinical dilemmas in putting into place structured processes, complying with them, and securing improvements in outcomes. It also provides an opportunity for students to examine how the concepts of both customer satisfaction and managerial control in a health care firm differ not only from a consumer goods firm but also a service firm.
Health Care Services
India, Large, 2011
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