Abstract of Dissertation

Keyword : Credihealth; Credihealth Employees; Quality of Medical care; Credihealth Data Analysis

Objective : • To suggest the solutions that will ensure the market hold for sustainable profitable model for online healthcare and as a secondary plan to make optimal mix of technology and human touch. • To assess the general awareness level among the Credihealth employees about its services • To know the perception of employees about the services offered by Credihealth

Background : Gurugram-based Credihealth is an online healthcare marketplace that provides end to end services including information on various medical ailments, doctors, hospitals, treatments and their implications and post treatment care. The start-up’s core business lies in providing its customers with detailed information about hospitals and healthcare providers. Started from Delhi in January 2014, Credihealth initially focused on Delhi–NCR market but now has its presence in the ten cities across India-it is now active in Delhi NCR, Mumbai, Kolkata, Bangalore, Hyderabad, Pune, Ranchi, Indore, Jaipur and Chennai. It caters to both domestic as well as international patients- mainly from Africa, SAARC Nations- Bangladesh, Afghanistan and Nepal. The start-up helps people to search for doctors and hospitals across major cities in India, book appointments with the doctor of their choice, also helping in getting quotes from hospitals for any treatment or surgery. The company has also launched its apps for Android users. It enables users to get a second opinion about their medical diagnosis or treatment method by uploading medical reports from specialists, for a nominal fee. The company has partnered with more than 630 hospitals. Leading names include Apollo Hospitals, Fortis Group, Medanta, Narayana Hrudalaya, Jaslok, Columbia Asia, BLK and Artemis. The start-up’s service is free for users.

Methodology : Study type-Descriptive study Study Area- Gurugram, Haryana Study Period- Three months ((February- April 2017) Sample Size- Census (All Credi employees) Study Respondents- Operations team including all the medical professionals and patient care executives, Business Development Team, Digital Marketing Team, Product Operations Team, Technical Team and Management team Data type- Primary data Data Analysis –Quantitative Data Analysis Data Collection Tool- Self Structured Questionnaire Data Collection Technique- Online Questionnaire Data Analysis- The data analysis was done in MS Excel

Findings : The questionnaire results indicate the level of awareness and the perception about the services offered and the details on the Credi website or app; they are using the whole day. The analysis showed 52 percent employees were aware about the services provided by Credihealth involving technology based medical assistance. Also, 56 percent employees gave positive perception about services of Credihealth.

Recommendations :Three months Credihealth data analysis (from December 16 to February 17) show 30 percent decrease in new requests coming in. Different factors were proposed and one of the factors which can affect the decrease in traffic of new patients is the awareness level of employees working in the company for its services. Hence this study will enable us to know the level of awareness about the details of the Credihealth website and will be used as a base to improve the quality of medical assistance provided by CH.