Shouldice

hospital
“There is No Substitute for Experience”

GROUP 3
 The Key Success Factor:
Maximizing the difference between
perceived quality and value to the
patient on one hand
low cost surgery
comfortable environment to all of its
patients.
Reducing the cost of nursing,
housekeeping and laundry
Every employee interfaces with
‘customer
Offers to customers
 The hernia surgery (the
Shouldice method)
 Peace of mind/low risk/Low
Recurrence
 Independence/Dignity/Control
 Social experience, fraternity
Service concept

 Managerial elements
 Structural elements
Focus strategy
 Market Focus
focus on a narrow segment of potential patients
who have hernia
large market potential: 600,000 operations in U.S.
in 1979
 Internal Focus
Doctors: Dedicated to quality of shoudice method,
tolerance for boredom, family oriented
Nurses: people oriented, assist patients
 Staff: flexible, team oriented
Five dimensions of service
Quality
Reliability
Responsiveness
Empathy
Tangibles
Assurance
SURGICAL TECHNIQUES
The pure tissue repairs
(Shouldice operation)
2. The Tension-free repairs
(Lichtenstein, Gilbert,
Rutkow)
3. The laparoscopic
techniques
Methodology used at
Shouldice
 Standardization: screening of patients

 Participation: patients do much of the work

 Work environment: staff freed from usual

disagreeable work

 Economics: sharing of expensive services

 Best practice: interaction of surgeons

 Motivation: all employees interface with the

customer
Aim : Increase capacity & maintain
control of service quality
A second facility for treating hernia
Schedule Saturday as an Operating Day
 Add 45 beds

Benchmarking
 Typical Stay: 1-4 weeks / Others: 2-8 weeks
 Typical operation cost: $585 / Others: $2,000 -
$4,000
 Operating Room investment: $30,000 /
“considerably less”.
THANK YOU
 ARUN PRAKASH
 VIJAY
 VISHNU PRASAD
 AMBIKA
 ARCHANA
 VAISHNAVI