Essay: Healthcare and social insurance division

Health care has turned out to be one of India’s biggest areas – both as far as income and work. Medicinal services contains healing facilities, restorative gadgets, clinical trials, outsourcing, telemedicine, medicinal tourism, health care coverage and restorative gear. The Indian social insurance area is developing at an energetic pace because of its reinforcing scope, benefits and expanding use by open also private players. Indian medicinal services conveyance framework is sorted into two noteworthy segments – open and private. The Government, i.e. open social insurance framework includes constrained optional and tertiary care establishments in scratch urban communities and concentrates on giving fundamental human services offices as essential social insurance focuses (PHCs) in rustic regions. The private division gives larger part of optional, tertiary and quaternary care organizations with a significant fixation in metros, level I and level II urban communities. India’s upper hand lies in its substantial pool of very much prepared medicinal experts. India is additionally taken a toll aggressive contrasted with its peers in Asia and Western nations. The cost of surgery in India.


Social insurance division is a fundamental piece of the nation’s economy. Human services division is a mix of the segments inside the financial framework that gives products and ventures to treat the patient with therapeudic, preventive, rehabilitative and palliative care. Indian social insurance industry is controlled by government and privet human services suppliers. Most of the human services suppliers are from private part. The administration has given all sort of human services offices openly or in a financed rate to the general population yet that has such a significant number of impediments. The private part may charge higher cost for the offices yet they give better administrations and offices to the open. In India private clinics are ruling in the medicinal services area. It constitutes of expansive administrations offered by different healing facilities, doctors, nursing homes, demonstrative labs, drug stores and capably upheld by drugs, pharmaceuticals, chemicals, medicinal gear, producers and providers. The medicinal and human services industry gives tremendous business chances to look over. Aside from utilizing the administrations of therapeutic experts, this industry additionally uses the master administrations of open strategy labourers, medicinal scholars, clinical research lab labourers, IT experts, deals/promoting experts and medical coverage suppliers.

Human services has turned out to be one of India’s biggest parts – both regarding income and business. Human services contains doctor’s facilities, medicinal gadgets, clinical trials, outsourcing, telemedicine, restorative tourism, medical coverage and therapeutic hardware. The Indian medicinal services part is developing at a lively pace because of its fortifying scope, benefits and expanding consumption by open too private players.

Indian medicinal services conveyance framework is sorted into two noteworthy segments – open and private. The Government, i.e. open medicinal services framework includes constrained auxiliary and tertiary care establishments in scratch urban areas and concentrates on giving essential medicinal services offices in the type of essential social insurance focuses (PHCs) in provincial territories. The private part gives lion’s share of auxiliary, tertiary and quaternary care establishments with a noteworthy fixation in metros, level I and level II urban communities.

India’s upper hand lies in its expansive pool of all around prepared restorative experts. India is likewise taken a toll focused contrasted with its associates in Asia and Western nations. The cost of surgery in India is around one-tenth of that in the US or Western Europe. The general Indian social insurance advertise is worth around US$ 100 billion and is relied upon to develop to US$ 280 billion by 2020, a Compound Annual Growth Rate (CAGR) of 22.9 for each penny. Human services conveyance, which incorporates doctor’s facilities, nursing homes and diagnostics focuses, Innovation (IT) showcase which is esteemed at US$ 1 billion as of now is required to grow 1.5 times by 2020. Deloitte Touche Tohmatsu India has anticipated that with expanded computerized appropriation, the Indian social insurance advertise, which is worth around US$ 100 billion, will probably develop at a CAGR of 23 per penny to US$ 280 billion by 2020.

More than 80 for every penny of the antiretroviral drugs utilized universally to battle AIDS (Acquired Immune Inadequacy Syndrome) are provided by Indian pharmaceutical firms.

There is a critical extension for improving medicinal services administrations considering that social insurance spending as a level of Gross Domestic Product (GDP) is rising. Rustic India, which represents more than 70 for each penny of the populace, is set to develop as a potential request source. India requires 600,000 to 700,000 extra beds throughout the following five to six years, characteristic of a speculation chance of US$ 25-30 billion. Given this interest for capital, the quantity of exchanges in the medicinal services space is required to witness an expansion in not so distant future. The normal speculation measure by private value subsidizes in human services fastens has officially expanded to US$ 20-30 million from US$ 5-15 million.

An aggregate of 3,598 doctor’s facilities and 25,723 dispensaries the nation over offer AYUSH (Ayurveda, Yoga and Naturopathy, Unani, Siddha and Homeopathy) treatment, subsequently guaranteeing accessibility of option prescription and treatment to the general population. The Indian medicinal tourism industry is pegged at US$ 3 billion for every annum, with visitor landings assessed at 230,000. The Indian medicinal tourism industry is required to achieve US$ 6 billion by 2018, with the quantity of individuals landing in the nation for medicinal treatment set to twofold throughout the following four years. With more noteworthy number of clinics getting certify and accepting acknowledgment, and more prominent mindfulness on the need to build up their quality to meet global guidelines, Kerala expects to wind up plainly India’s social insurance centre in five years.


The doctor’s facility and symptomatic focuses pulled in Foreign Direct Investment (FDI) worth US$ 4.09 billion between April 2000 and September 2016, as indicated by information discharged by the Department of Industrial Policy and Promotion (DIPP). A portion of the real interests in the Indian Economy

Human services industry are as per the following:

Max Healthcare, a human services establishment situated in New Delhi, has plans to contribute Rs 320 crore (US$ 48 million) to fabricate a disease mind doctor’s facility in Delhi, being a piece of Max’s bigger arrangement to build up its healing facility in Sacket.

Thyrocare Technologies, a demonstrative research facility chain, plans to grow its lab focuses from 7 to 25 and franchisees from 1,200 to 5,000 to accomplish an objective income of Rs 1,000 crore (US$ 150 million) by 2020.

OrbiMed, a social insurance devoted venture firm, plans to contribute around US$ 40 million in Kolkata-based pathology and radiology administrations chain Suraksha Diagnostics for growing the diagnostics chain’s research facility arrange crosswise over India and upgrading its hardware innovation spine.

International Finance Corporation (IFC), the speculation arm of World Bank, has contributed around Rs 450 crore (US$ 67.5 million) for a 29 for every penny stake in Healthcare real Apollo Group’s auxiliary Apollo Health and Lifestyle Ltd for financing Apollo’s development exercises.

Abraaj Group, a Dubai-based private value speculation firm, is in cutting edge talks to secure a controlling stake in south India’s driving diagnostics administrations supplier Medall Healthcare Pvt Ltd, at an undertaking estimation of around Rs 1,500 crore (US$ 225 million).

Practo Technologies Pvt Ltd, an advanced human services start-up, has brought US$ 55 million up in arrangement D round of subsidizing drove by Chinese venture holding organization, Tencent Possessions Ltd, which will be utilized for extending its item portfolio.

Bengaluru-based wellbeing innovation start-up SigTuple Technologies Pvt. Ltd. has raised US$ 5.8 million in arrangement a series of financing drove by existing speculator Accel Partners. Japanese budgetary administrations firm Orix Corp. is in converses with purchase a minority stake in Bengaluru-based fruitfulness centre chain Nova IVI Fertility, from the organization’s promoters and existing private value financial specialists for Rs 250-300 crore (US$ 37.5-45 million).

UAE-based Gamma Group has sketched out plans of contributing around Rs 3,000 crore (US$ 449.68 million) in the foundation, wellbeing and training segments of Kerala, which is anticipated that would produce around 2,000 aberrant and direct employments in the state.

TPG Growth, the development value speculation stage of TPG Global, has obtained a lion’s share stake in Rhea Healthcare, which runs a chain of mother and tyke mind focuses under the brand Motherhood, for Rs 220 crore (US$ 33 million).

Aster DM Healthcare, one of the main medicinal services assemble headquartered in Dubai, plans to contribute Rs 600 crore (US$ 88.94 million) in different Kerala-based medicinal services extends throughout the following three years.

Aster DM Healthcare, a Dubai-based social insurance aggregate, has procured 25 for every penny stake in Ramesh Hospitals, a multispecialty chain headquartered in Vijayawada, in a bargain worth Rs 110 crore (US$ 16.31 million).

Qatar-based Non-inhabitant Indian’s (NRI) including medicinal experts and agents, are intending to set up a tremendous world-class human services venture in Kochi worth Rs 1,300 crore (US$ 192.71 million).

Malaysia-based IHH Healthcare Berhad has consented to purchase 73.4 for every penny stake in Global Doctor’s facilities Group, India’s fourth-biggest social insurance organize, for Rs 1,284 crore (US$ 192.84 million).

CDC, a UK based improvement back foundation, put US$ 48 million in Narayana Hrudayalaya, a multi-claim to fame medicinal services supplier. With this speculation, Narayana Health will grow moderate treatment in eastern, focal and western India.

IHH Healthcare Berhad obtained a controlling 51 for every penny value stake in Hyderabad based Continental Hospitals Limited for about around US$ 45.4 million.

Sanofi-Synthelabo (India) Limited contributed Rs 90 crore (US$ 13.34 million) in Apollo Sugar Clinics Limited (ASCL), a unit of its backup Apollo Health and Lifestyle Restricted.

Home healthcare service provider Portea Medical has raised Rs 247 crore (US$ 36.62 million) in Series-B funding from investors including Accel Partners, International Finance Corporation, Qualcomm Ventures and Ventureast.

Attune Technologies Private Limited, a Chennai-based healthcare technology firm, has raised US$ 10 million in a Series B funding from Qualcomm Ventures and Norwest Venture Partners in order to expand its digital healthcare solutions from the current 200 hospitals and laboratories to 25,000 such facilities globally.

Pluss, a Gurgaon based on-demand medicine and healthcare products delivery service start-up, has raised US$ 1 million in pre-Series A funding from IDG Ventures, India; M & S partners, Singapore and Powerhouse Ventures, US. The company would use the funding to upgrade its technology and expand presence in five cities.

1.2.1 Government Initiatives

India’s all inclusive wellbeing arrange for that expects to offer ensured advantages to a 6th of the world’s population will cost an expected Rs 1.6 trillion (US$ 23.72 billion) throughout the following four years. A portion of the significant activities taken by the Government of India to advance Indian medicinal services industry are as per the following:

In the Union Budget 2017-18, the general wellbeing spending plan expanded from INR 39,879 crore (US$ 5.96 billion) (1.97% of aggregate Union Budget) to INR 48,878 crore (US$ 7.3 billion) (2.27% of aggregate Union Budget). Likewise, the Government of India made following declarations in the Union Budget 2017-18

Harmonize strategies and tenets for the restorative gadgets industry to energize neighbourhood assembling and move towards enhancing moderateness for patients. Modify the Drugs and Cosmetics Act to advance generics and decrease the cost of drugs. Set up two new All India Institute of Medical Sciences (AIIMS) in Gujarat and Jharkhand.

Convert 1.5 lakh sub focuses in Indian towns to wellbeing and health focuses Set short and medium term focuses for key wellbeing markers and cut down the

Maternal Mortality Rate to 100 by 2018-2020 and Infant Mortality Rate to 28 by 2019.

Prepare activity intends to kill Kala Azar and Filariasis by 2017, uncleanliness by 2018, measles by 2020 and tuberculosis (TB) by 2025.

The Government of India intends to set up a solitary window endorsement framework for development in restorative research, keeping in mind the end goal to concede authorization/endorsements inside 30 days from the date of use to Indian advancement ventures who have connected for worldwide patent.

Mr Shripad Naik, Minister of State with Independent Charge for AYUSH, has checked that the AYUSH Ministry is working with different organizations, establishments and Ayurveda specialists and professionals over the globe to transform India into a worldwide center point for learning, research, hone and formative tasks on conventional pharmaceuticals.

The Government of Assam has propelled the Atal-Amrit Abhiyan medical coverage conspire, which would offer exhaustive scope for six infection gatherings to beneath neediness line (BPL) or more destitution line (APL) families, with yearly pay underneath Rs 500,000 (US$ 7,500).

The Government of India and the Government of the State of Nagaland marked financing understanding and task assention separately with The World Bank, for the ‘Nagaland Health Project’ for US$ 48 million, which plans to enhance wellbeing administrations what’s more, increment their use by groups in focused areas in the state.

The Union Cabinet has affirmed consenting to of an arrangement with the World Health Association (WHO) under which WHO will create specialized records on conventional medications which is relied upon to prompt better acknowledgment of Indian frameworks of drugs at a worldwide level.

The NITI Aayog (National Institute for Transforming India) seeks to bring reforms in India’s public health system like outsourcing primary healthcare to private doctors and promoting competition between government and private hospitals at the secondary level.

Government of West Bengal has introduced G1 Digital Dispensary, which aims to provide people from rural areas access to primary healthcare services.

A unique initiative for healthcare ‘Sehat’ (Social Endeavour for Health and Telemedicine) has been launched at a government run Common Service Centre (CSC) to empower rural citizens by providing access to information, knowledge, skills and other services in various sectors through the intervention of digital technologies and fulfilling the vision of a ‘Digital India’.

Mr J P Nadda, Union Minister for Health & Family Welfare, Government of India has launched the National Deworming initiative aimed to protect more than 24 crore children in the ages of 1-19 years from intestinal worms, on the eve of the National Deworming Day.

Under the National Health Assurance Mission, Prime Minister Mr Narendra Modi’s government would provide all citizens with free drugs and diagnostic treatment, as well as insurance cover to treat serious ailments.

Mission Indradhanush launched by Mr JP Nadda aims to immunise children against seven vaccine preventable diseases namely diphtheria, whooping cough, tetanus, polio, tuberculosis, measles and hepatitis B by 2020. Government has set a target of 95 percent immunisation cover by end of 2016.

The E-wellbeing activity, which is a piece of Digital India drive propelled by Prime minister Mr Narendra Modi, goes for giving successful and temperate medicinal services administrations to all subjects. The program means to make utilization of innovation and entryways to encourage individuals keep up wellbeing records and book online meetings with different bureaus of various clinics utilizing eKYC information of Aadhaar number.

India is amidst a procedure of progress. A portion of the basic difficulties it defies concern the socially ordered wellbeing framework comes about. These comprise of both monetary results and different goals. The ultimate results and moderate destinations. The monetary results are objectives, for example, enhancing wellbeing levels and value, ensuring individuals against the disastrous results of infection, enhancing responsiveness to individuals desires and accomplishing the greater part of the above effectively. Cases of the middle goals incorporate enhancing access, quality congruity and maintainability.

Different difficulties influence the methods by which India can get these coveted outcomes (entomb sectorial activities for wellbeing in addition to benefit conveyance in essential human services focuses and 10 clinics, general wellbeing administration and projects, laws and data framework among others) Other government activities are as per the following

The Government of India intends to set up a solitary window endorsement framework for advancement in therapeutic research, keeping in mind the end goal to allow consent/endorsements inside 30 days from the date of use to Indian development ventures who have connected for worldwide patent.

Mr. Shripad Naik, Minister of State with Independent Charge for AYUSH, has checked that the AYUSH Ministry is working with different organizations, foundations and Ayurveda analysts and experts over the globe to transform India into a worldwide center point for learning, research, hone and formative activities on customary meds.

The Government of Assam has propelled the Atal-Amrit Abhiyan medical coverage conspire, which would offer exhaustive scope for six sickness gatherings to underneath destitution line (BPL) or more neediness line (APL) families, with yearly pay underneath Rs 500,000 (US$ 7,500).

The Government of India and the Government of the State of Nagaland marked financing assention and undertaking understanding separately with The World Bank, for the ‘Nagaland Health Project’ for US$ 48 million, which intends to enhance wellbeing administrations and increment their use by groups in focused areas in the state.

The Union Cabinet has affirmed consenting to of an arrangement with the World Health Association (WHO) under which WHO will create specialized records on

Conventional drugs which is relied upon to prompt better acknowledgment of Indian frameworks of solutions at a global level.

The NITI Aayog (National Institute for Transforming India) tries to bring changes in India’s general wellbeing framework like outsourcing essential social insurance to private specialists what’s more, advancing rivalry amongst government and private doctor’s facilities at the auxiliary level.

Government of West Bengal has presented G1 Digital Dispensary, which means to give individuals from provincial territories access to essential social insurance administrations.

A one of a kind activity for medicinal services “Sehat” (Social Endeavour for Health and Telemedicine) has been propelled at an administration run Common Service Centre (CSC) to engage provincial nationals by giving access to data, information, aptitudes and different administrations in different parts through the intercession of advanced advances and satisfying the vision of a ‘Computerized India’.

Mr. J.P. Nadda, Union Minister for Health and Family Welfare, Government of India has propelled the National Deworming activity planned to ensure more than 24 crore youngsters in the ages of 1-19 years from intestinal worms, on the eve of the National Deworming Day.

Under the National Health Assurance Mission, Prime Minister Mr. Narendra Modi’s government would furnish all residents with free medications and indicative treatment, as well as protection cover to treat genuine infirmities.

Mission Indradhanush propelled by Mr. J.P. Nadda means to vaccinate kids against seven immunization preventable maladies in particular diphtheria, whooping cough, lockjaw, polio, tuberculosis, measles and hepatitis B by 2020. Government has set a focus of 95 for every penny vaccination cover by end of 2016.

The E-wellbeing activity, which is a piece of Digital India drive propelled by Prime Clergyman Mr. Narendra Modi, goes for giving powerful and efficient human services administrations to all natives. The program means to make utilization of innovation and entrances to encourage individuals keep up wellbeing records and book online meetings with different divisions of various healing centres utilizing eKYC information of Aadhaar number.


In this section, the analyst evaluated existing and significant writing inside the field of benefit quality and consumer loyalty. Exchanges were made in view of the issues of administration quality and consumer loyalty and how they were connected. In this manner the analyst would be saved the talk of “reexamine the wheel” (Bryman and Bell, 2007, p.93). More or less, the edge of speculations will allow development of a theoretical model that will fill in as a conductor furthermore, manage towards experimental perceptions. The writing survey clarifies the requirement for the proposed work to evaluate the inadequacies and instructive holes in auxiliary information sources. This investigation examines the accessibility or finishes of past examinations and their information, inspects the exactness of auxiliary sources, believability of the sources and the propriety of prior considers.


Persistent care quality is how much social insurance administrations for people and populaces improve the probability of wanted wellbeing results. Nature of care assumes an imperative part in depicting The Iron Triangle of Health Care (access, quality, and cost regulation). Which characterizes the mind boggling connections between quality, cost, and openness of medicinal services inside a group. In 1999, The National Academy of Medicine (NAM) discharged six areas to measure and depict nature of care in wellbeing.

Safe – maintaining a strategic distance from wounds to patients from mind that is planned to help them.

Effective – keeping away from abuse and abuse of care.

Patient-Cantered – giving consideration that is remarkable to a patient’s needs.

Timely – decreasing sit tight circumstances and unsafe postponements for patients and suppliers. Efficient – maintaining a strategic distance from misuse of hardware, supplies, thoughts and vitality.

Equitable – giving consideration that does not shift crosswise over inborn individual qualities.

Outpatient care can allude to various sorts of wellbeing administrations, for example, crisis division administrations, perception administrations, outpatient surgical administrations, lab tests, and X-beams, gave to the individuals who visit a doctor’s facility or other medicinal services office. Outpatient frequently alludes to a patient who leaves the office after treatment around the same time yet may incorporate a patient who spends the night at the healing facility for whom a specialist has not composed a request for inpatient confirmation.

Healing facility Compare gives comes about on crisis office and outpatient surgical quality measures, which assess the nature of care gave to patients. A quality measure changes over medicinal data from persistent records into a rate or time that enables offices to survey their execution and customers to analyse how well patients are being watched over at their neighbourhood healing centres. The outpatient measures assess the normality with which a human services supplier directs the outpatient treatment known to give the best outcomes to most patients with a specific condition. Illustrations incorporate regulating the correct sort of anti-infection to people having an outpatient surgical technique performed or recommending headache medicine to heart assault patients upon entry to the crisis office.


The centrality of patient care is with the true objective that it is seen as a champion among the most gainful authorities of recuperating focus.

It gives 30– 35% of recuperating focus pay by techniques for meeting charges, explanatory Tests et cetera.

It is reason for area for over portion of IPD patients.

It is a screening point (triage) for patients as demonstrated by treatment require.

It is an impression of pervasiveness of centre as more notable specialist’s offices would have more patients coming to OPD by choice.

Patients in like manner get the underlying presentation of the healing centre by going by OPD.


Nature of care is how much wellbeing administrations for people and populaces increment the probability of wanted wellbeing results and are predictable with current expert knowledge.”1 This definition attracts regard for the significance of the use of current proficient learning in the demonstrative and treatment procedures of social insurance. The objective of quality care is to improve the probability of accomplishing wanted wellbeing results, as communicated by the patient. The many-sided quality in measuring quality originates from holes in our insight in regards to which administrations, for which patients, will really enhance the probability of wanted wellbeing results.

Additionally, patients require not have the same wanted wellbeing results and accordingly won’t not get a similar watch over an indistinguishable medical issue, additionally entangling the estimation of value of care. Quality estimation has progressed significantly, however it stays at a very early stage in its improvement.

The reasonable system broadly connected in assessing quality originates from years of research what’s more, the sagacious investigation of Avedis Donabedian. He formalized the theoretical model for depicting, examining, and assessing the nature of care utilizing three measurements: structure, process, and result. This model is connected in the assessment of wellbeing administrations and the accreditation of social insurance suppliers and associations. One of the difficulties in understanding quality, how to gauge it, and how to enhance it is the impact of physical, financial, and workplaces. Pay, race, and sexual orientation—as well as people inside society and associations—impact wellbeing and dangers to wellbeing. Scientists have discovered that distinctions in inward factors, for example, synergistic connections with doctors, decentralized clinical basic leadership, and positive regulatory help, affect medical attendant and patient results and the quality and wellbeing of care. Contrasts in outer factors, for example, protection and geographic area, can impact access to accessible medicinal services experts and assets, what sort of care is managed patients, and the effect of care on patients. The structure, process, and result measurements of value are impacted by both inner and outer elements.


To comprehend client impression of medicinal services quality in patient care of Columbia Asia hospital.

To distinguish the level of patient care quality of Columbia Asia.

To recommend changes required in OP office for enhancing administration quality.


Data collection methods are through primary and secondary sources. Primary data collected by Questionnaire, interview from patients of Columbia Asia. Secondary data by health care publications, public records, statistical documents


Simple random sampling (SRS).


The research instrument is the questionnaire. It is developed by the organization and given to

The researcher to administer the same. It consists of 17 questions which are well structured Questionnaire with which gave various levels of customer perception of service quality. The Expectations there for were rated with the questionnaire. The instrument given by the Administration was divided into five parts. The five parts were in the line of interaction in Service blueprint.



Research is limited to one months

Cultural barrier

Sample size

3.1 Organizational Profile

Columbia Asia is a chain of hospitals in Asia, with 28 medical facilities across India, Malaysia, Vietnam and Indonesia. The company is based in Kuala Lumpur, Malaysia, and was founded in 1996.

The company offers full-service hospitals usually built in the suburbs, rather than the central city. Columbia Asia’s target market is the fast-growing middle income group. Columbia Asia believes in setting up smaller hospitals; less than 100 beds; built in residential areas for accessibility and efficiency. A typical hospital has about 80 adult beds, costing about $15 to $20 million to build. It sees about 8,000 patients a month, and brings in about $1 million in monthly revenue. Most of the company’s 10,000 employees are from the host countries. Columbia Asia hires its Doctors and staff largely from the local areas.

The company is in the midst of expansion and upon completion of this phase the company will have 15 hospitals in India, 14 hospitals in Malaysia, three hospitals in Vietnam and five Hospitals in Indonesia, together representing an investment of over $600 million (U.S.) Columbia Asia is an international healthcare group operating a chain of modern hospitals across Asia. Columbia Asia Hospitals Pvt. one of the first healthcare companies to enter India through 100% foreign direct investment (FDI) route. The Columbia Asia Group is owned by more than 150 private equity companies, fund management organizations and individual investors.

Columbia Asia hospitals are clean, efficient, customer care, affordable and accessible. The innovative design of the hospitals, from their manageable size to their advanced technology, is focused on creating positive experience for patients.

The first hospital in India commenced operations in 2005 in Hebbal – Bangalore and currently Columbia Asia operates eleven facilities. The group has presence in Ahmedabad, Bangalore, Mysore, Kolkata, Gurgaon, Ghaziabad, Patiala and Pune.


“To deliver the best clinical outcomes in the most effective, efficient and caring environment”


“Have a passion for making people better”

Our People:

Best talent from healthcare and other industries, invest in training the employees and have numerous rewards and recognitions for them.

Patient Centred Care:

Pride ourselves on our service standards, the people working with us and the clinical expertise extended to patients. Our mission is to provide effective and affordable care in a clean and caring environment. Their hospitality-based approach wherein our patients are treated as guests. Our processes are technology-driven, making it convenient for patients to use our services. All our medical programmes are underpinned by an uncompromising belief and practice of ethics, excellence and strict clinical governance.

Infrastructure and Services

Columbia Asia today serves more than one million patients every year. Our hospitals offer comprehensive clinical programmes that are supported by a list of ancillary services (ICU, NICU, physiotherapy, referral lab, teleradiology/telemedicine, pharmacy and imaging facilities). A comprehensive electronic medical records system forms the core of the hospital information system (HIS) that supports clinical decision making. While four of our hospitals are alreadyaccredited by NABH, the rest are under process. We cater to healthcare needs of international patients from developed and developing countries.

Columbia Asia Hospital is like a one-man army in the health industry. With a chain of hospitals serving countries like Malaysia, India, Indonesia and Vietnam, the group has made a name and place for itself. The company as a brand came up in the year 1994. It has its headquarters in Kuala Lumpur in Malaysia. The hospitals across the four nations are built with an aim to heal more and more number of people with efficient means and advanced medical techniques. Comparatively smaller in size, the hospitals are just the organization meant for public service. Spending lesser on the size and more on the medical equipment’s, Columbia Asia focuses more on building a proper healthcare set up. Service oriented hospitals are run under the company; Columbia Asia. The hospital sees a maximum of 8,000 patients every month. The overall monthly revenues earned by the hospital are over one million dollars. Skilled doctors and well trained medical professionals are hired every year to improve the medical services provided by the hospitals in four nations. With over 2600 employees and further plans for expansion, Columbia Asia is growing in size and popularity. The doctors and staffs are recruited from the local area. The company owns about 14 hospitals, which are under construction. 12 other properties are owned by the company. On completion of these projects, the company will have 11 hospitals in the Malaysian nation, 3 in Vietnam, 21 hospitals in India and about 3 in Indonesia.

Columbia Asia India:

Columbia Asia Hospital is a leading name in the healthcare industry in India. Functioning with a chain of hospital the company has come up in a big way to serve the people of India. There are hospitals in states of Karnataka, Delhi, West Bengal and Punjab. Columbia Asia is further on an expansion mode and is setting up hospitals in various other locations in India.

Columbia Asia Hospital-Palam Vihar, Gurgaon

Columbia Asia Hospital-Ghaziabad

Columbia Asia Hospital – Patiala

Columbia Asia Hospital – Mysore

Columbia Asia Referral Centre – Yeshwanthpur

Columbia Asia Hospital – Salt Lake, Kolkata

Columbia Asia Hospital – Hebbal

Bangalore Airport Clinic:

Columbia Asia Malaysia:

Columbia Asia Malaysia Hospitals have been set up to serve as strong healthcare organizations treating different kinds of health problems with an efficient staff and medical practitioners.

Following are the hospitals serving the purpose with utmost dedication and care.

Columbia Asia Hospital-Puchong

Columbia Asia Hospital- Seremban

Columbia Asia Hospital-Taiping

Columbia Asia Extended Care Hospital- Shah Alam

Columbia Asia Hospital-Bintulu

Columbia Asia Hospital-Miri

Columbia Asia Vietnam

This nation too is benefited by the Columbia Asia Hospital Group with its hospitals. These healthcare organizations are set up in residential areas so that locals can access them easily. Proper care and treatment is given to the patients visiting the Columbia Asia Hospital in Vietnam.

Columbia Asia-Gia Dinh International Hospital

Columbia Asia International Clinic-Saigon

Columbia Asia Indonesia:

Indonesia is another country having the Columbia Asia Hospital. The hospital provides splendid healthcare service at affordable rates to the people.

Gleni International Hospital- Medan

The expansion will see more and more of such hospitals under the company in the four nations. With modern facilities and upgraded techniques for healing and treatment the organization is all set to grow in the industry and reach out to more people in the world. International private healthcare company, Columbia Asia is owned by a US-based investment fund: International Columbia USA LLC (ICU).

Columbia Asia started operations in 1996. Currently it has 28 medical facilities across Asia; 11 in Malaysia, 11 in India, 3 in Vietnam and 3 in Indonesia. The company believes in setting up mid-size hospitals built in residential areas for accessibility and efficiency, and to better serve the respective communities. This also helps keep costs down for consumers with no compromise on healthcare quality, modern amenities and highly-trained teams of specialists and nurses.

Columbia Asia aims to be the preferred choice of healthcare services for families and businesses. With 100 to 150 beds per medical facility, two-storey buildings for smoother patient flow and new medical technologies to decrease the levels of invasive treatments, the efficiency of patient care is optimised resulting in a shorter length of stay. In turn, this results in transparency in rates with better affordability for patients. But as progressive as medical technology can be, the difference in healthcare relies much on its people – highly skilled medical consultants, caring nurses as well as teams of committed staff who see to every Patient’s need, on the road to recovery.

Columbia Asia medical facilities provide a wide array of medical services such as General Surgery, Paediatrics, Obstetrics & Gynaecology, Orthopaedics and Internal Medicine. These are supported by a comprehensive list of ancillary services that include and Intensive Care Unit, Neonatal Care Unit, Physiotherapy, Laboratory, Pharmacy and Imaging. At Columbia Asia, comprehensive medical programmes demand ethics, excellence and strict clinical governance. All of its operations follow international quality assurance guidelines that meet the highest standard of patient care possible.


This chapter deals with the analysis of collected data for this study. The respondents were asked to give the opinion on 29 statements relating to the service quality in in-patients of Columbia Asia Hospital Hebbal. The 29 variables have been grouped under ten categories namely customer service, diagnostic and ancillary services, nursing services, doctor services, food and beverages services, billing and discharge, security, staff attitude and overall rating. In this study, the statistical tools used to analysis the data is Simple Percentage Analysis


Percentage refers to a special kind of ratio in Simple Percentage Analysis. Percentage is used for the comparison of two or more series of data.

% of the respondents=(( No.of respondents)/(Total respondents))*100

Age Group:

Table 4.3.1

Age Groups No. of respondents Percentage %

15 – 20 21 19.5

20 – 25 44 40.7

25 – 30 30 27.8

30 & above 13 12

Total 108 100


The diagram 4.3.1 shows the age groups of people who come to Columbia Asia Hospital. Out of 108 respondents 21 are from age group of 15-20 and 44 are from age groups of 20-25, 30 respondents are from a age group of 25-30. And 13 respondents are from age group of 30 and above.

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