Abstract of Dissertation

Keyword : Hospital Admission Process; One Stop Shop Concept; Counseling

Objective : The objective of the study is to find out the new service excellence features the new concept of one stop shop would be bringing to the hospital and to find out the gaps in the processes of admissions and counseling the older system was having.

Background : The concept of one stop shop in itself is a new and has been first time introduced in India by Fortis Escorts Heart Institute Okhla New Delhi. This concept mingles the hospitality of the hotels with the healthcare services provided by the hospitals, there in bringing out a unique and beautiful combination of Hospital. The study was carried out to compare the process functionality of the admissions and counseling carried out in two different set ups. The older set up is the old lobby which was used earlier for doing the admissions and counseling and the newer set up is the new lobby which is based on the concept of one stop shop.

Findings : The study shows various gaps which were identified in the older system for processing the admissions and counseling of the patients, it also comes out with various new features the new concept of one stop shop was providing to the hospital.