The emergency care services project which is a one of a kind governance model was awarded for customer engagement
Max Healthcare was honoured at the 6th CII National Excellence Practice competition 2018.The emergency care services was awarded for customer engagement & satisfaction practice.
The competition organised by CII was aimed at showcasing the best practices implemented by the organisations to drive customer engagement models, customer experience monitoring and satisfaction measurement practices to deliver customer experience.
The 2018 CII Awards witnessed participation of 16 leading companies who created breakthrough business through innovative strategies. This year, two sectors namely ‘Manufacturing and Services’ were represented covering streams of infrastructure/ power and engineering industries (under manufacturing) and IT&ITES, hospitality, non-profit organisation & financial (under services).
Max Healthcare worked on the project of integration of emergency patient care services across Max network for improved clinical outcomes and operational efficiencies.
This project was honoured due to its ideas and executiom. As a network of 14 hospitals (including three day care centers), in Max Healthcare, the board expected standardisation of clinical protocols, optimal infrastructure and manpower to be able to save lives and deliver improved clinical outcomes. To achieve this, it was decided to have a brain storming session with key opinion leaders in emergency medicine across the globe (Prof Kumar Alagappan – Professor & Chair, Department of Emergency Medicine, MD Andersen, University of Texas and Prof Peter Cameron, Academic Director, The Alfred Hospital, Monash University, Australia).
This led to a first of its kind governance model – Central Emergency Service Committee (CESC) being established which is unique in India and can now be extended across other clinical departments.
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