Apollo
Hospital Design & Project Management
Equipment Planning & Procurement
Clinical Outcomes
Clinical Partnership
Cost of Sales
Management
Administration &
Process Optimisation
Facility
Locations
Clinical Staffing
Models
Quality Management
Systems
Doctor Engagement
Model
Upskilling
IT & Data
Management
Telehealth

Hospital Design and Project Management

The Apollo team has experience advising and executing numerous healthcare projects across multiple delivery models and geographies worldwide.

Process Experience

Our experience working with various funding sources, familiarity with regulatory measures, and understanding of working practices enable us to create a culture of ownership within delivery teams that acknowledge performance requirements. Our healthcare project experience gives us the expertise to limit risk and uncertainty, reduce time and cost impacts, and prevent delays and overspends, thereby ensuring stakeholder satisfaction.

Project Management

Planning and managing healthcare projects require specialised expertise, substantial technical proficiency, and a firm grasp of competitive dynamics, patient expectations, clinical outcomes, and financial constraints. Healthcare providers must also observe stringent rules and regulations concerning quality, finance, hygiene, legal matters, personnel, and overall care delivery to ensure the best possible outcomes. We at Apollo leverage the understanding gained from our legacy of 40 years of serving patients from over 140 countries.

Proven Expertise

We have managed healthcare projects and navigated the complex challenges of establishing healthcare facilities. Our services stretch from initial strategic consulting to project completion and beyond. We assist clients in implementing various facilities across the spectrum of healthcare delivery, from retail clinics and pharmacies to tertiary and quaternary hospitals.

Resource Management

We often start our involvement in healthcare projects by helping our clients obtain the necessary funding and develop an appropriate financial structure. The budget is optimised by ensuring the design is efficient and adequate space must be allocated for operating rooms, diagnostic rooms, public areas, and other amenities. Further, financial stability is ensured during the planning stages with the help of our findings, verified using a vast array of data.

Performance Management

Quality control plays an integral part in our role as project managers, constantly analysing opportunities for efficiency since the start of the project. This involves verifying that the architectural and engineering designs sync up with the budgetary and functional objectives of the venture. Our cost-efficient, sustainable solutions and vigorous cost-management measures spawn the timely and budget-friendly delivery of a much-needed facility.

Technology Implementation

Incorporation of the most up-to-date medical technology into the design and building of the facility can aid in producing more effective and efficient patient care, resulting in better outcomes as well as reduced healthcare costs. Additionally, it can allow a facility to seamlessly upgrade to new technologies without necessitating extensive renovation, thus reducing future maintenance costs and limiting any disturbances to patients and staff. Integrating the latest top-of-the-line medical technology into the facility's design can guarantee that the highest quality of care is available and can be readily provided.

Sustainability

We strive to guarantee the endurance of every project and evaluate the entire building life-cycle, from construction to functioning, as well as potential reuse. We converse with all specialists to move towards a triumphant, long-term conclusion. Our future-ready solutions include measures to reduce energy utilisation and incorporate renewables where suitable, flexibility to permit space, and hospital project shifts with the envisaged capacity to be modified for future and advanced technologies.

Equipment planning & procurement

Apollo is a leader in multiple healthcare technologies and equipment and has played an essential role in successfully introducing and implementing these technologies throughout India and South Asia.

Driving Vision

When conducting a Feasibility Study, Apollo International develops a clinical visioning document to outline the medical equipment requirements for designated projects. By studying the disease prevalence, market demand-supply gaps, and payor profiling, we zeroed down on the suitable equipment required for the market, which will ensure that investors receive the expected returns from their investments.

Equipment Plan

Organisations must produce carefully devised medical equipment plans as detailed in Feasibility Studies and Clinical Visioning Documents to meet investor returns. Apollo International provides comprehensive Medical Equipment Planning, Procurement, and Implementation Services that assist facility planners, architects, and construction managers in creating efficient and effective clinical settings based on four primary objectives: adapting acute care, extending ambulatory services, incorporating telehealth and digital medicine, and improving patient delight

Technology Implementation

With Apollo's specialised knowledge and experience with medical equipment and patient care, organisations can guarantee their projects stay on track and include state-of-the-art, future-proofed equipment and facilities. Our assistance will enable your team to leverage new technologies and procedures, evaluate capital medical equipment, plan equipment, and produce worthwhile decisions for the project.

Procurement Process

Our economies of scale in procurement, as well as our evidence-based procurement process, allow you to optimise capital investments in medical equipment and devices by taking advantage of Apollo International's experience when assessing design choices, clinical necessities, and current and future equipment criteria and supporting you with open and data-driven practices. We can enable you to create accurate budgets, evaluate products, create evidence-based scenario analysis, test and assess the machinery, compare solicitations, and evaluate the total cost of ownership.


Should investors wish to outsource their procurement process, Apollo International can manage it from start to finish, reducing the project cycle time and optimising the assets in the desired medical landscape.

Clinical Outcomes

The Apollo Standards of Clinical Care (TASCC) is implemented across Apollo Hospitals to standardise processes and outcomes for clinical excellence and patient safety.

TASCC

In order to ensure clinical excellence and patient safety, The Apollo Standards of Clinical Care (TASCC) was implemented across Apollo Hospitals in January 2012, featuring six initiatives: Apollo Clinical Excellence Dashboard (ACE@40), Apollo Quality Program (AQP), Apollo Mortality Review (AMR), Apollo Incident Reporting System (AIRS), Apollo Critical Policies Plans and Procedures (ACPPP), and the Apollo Clinical Checklists.

ACE@40

Apollo Clinical Excellence Dashboard (ACE@40) is a balanced clinical scorecard encompassing 40+ clinical quality parameters to monitor complication rates, mortality rates, one-year survival rates, and the average length of stay after significant procedures like liver and renal transplants, CABG, TKR, THR, TURP, PTCA, endoscopy, extensive bowel resection, and MRM.

For the purpose of ACE@40 reporting, the Group hospitals have been divided into three groups depending on their bed strengths, location and services offered as Group A, B and C. Benchmarking defines our Group expectations with weighted scores for the outcomes. Visit https://www.apollohospitals.com/patient-care/clinical-quality-and-outcomes/measuring-outcomes/ace-25/ for more information.

AQP

Apollo Quality Program (AQP) implements patient safety measures across all Apollo Hospitals, mainly concerned with safety during clinical handovers, surgical safety, medication safety, and the 6 International Patient Safety Goals from JCI. The results were published in the June 2012 issue of the International Hospitals Federation's official journal. Visithttps://www.apollohospitals.com/patient-care/clinical-quality-and-outcomes/tascc/ for more information.

AMR

Apollo Mortality Review (AMR) systematically peer-reviews each case of patient mortality at Apollo to identify any preventable deaths. Process updates and learnings from each case are shared across Apollo's network of hospitals. Our International Partner Hospitals can also benefit from these valuable insights drawn from Apollo's ecosystem.

AIRS

Apollo Incident Reporting System (AIRS) tracks any safety risks posed to patients, families, visitors, and hospital staff, including sentinel events.

ACPPP

Apollo Critical Policies Plans and Procedures (ACPPP) establishes standardised clinical and non-clinical processes to ensure appropriate care. Standardisation of processes ensures that Apollo is able to deliver high-quality clinical outcomes across all Apollo network of hospitals.

Apollo Clinical Checklists

The Apollo Safe Surgery Checklist (adapted from the WHO surgical safety checklist) and the Apollo ICU Checklist have been implemented across the Apollo network and are closely monitored using defined indicators. Quality Workshops and Shared Practices are some other initiatives to continuously improve standards of care delivery in the Apollo Hospitals Group. Apollo Hospitals Group has continuously shown improvements in each of these initiatives since their implementation.

International Patient Safety Conference

Apollo Hospitals annually hosts the International Patient Safety Conference (IPSC) with ISQUA, JCI, and NABH to increase awareness and discussion on healthcare quality and patient safety. The last IPSC in Delhi in February 2023 drew an audience of 2,500 from India and 30 other countries. It provides a platform for representatives from our hospitals, across the network, and International Partner Hospitals to showcase their achievements in the form of Panel discussions, scientific sessions, paper presentations, and others. Participation is encouraged from staff at all levels, from the CEO to the ward assistants.

Clinical Partnership

With world-class clinical practices and results, Apollo has developed Centres of Excellence across multiple specialities.

Partnership Models

The post-pandemic period necessitates healthcare providers to form collaborations across national borders to tackle rising infectious diseases and the changing landscape of non-communicable diseases. Apollo International provides effective clinical partnership models based on established clinical expertise developed over the years.

Care Programs

Apollo International has been involved in developing tertiary care programs, such as

  • Kidney and liver transplants
  • Fertility programs
  • Adult and paediatrics cardiology and cardiac surgery programs, TAVI/TAVR programs, cardiac EP programs
  • Arthroplasty programs, spinal deformity correction, and sports medicine programs
  • Interventional neuroradiology programs, stroke programs
  • Urological programs
  • Dialysis programs
  • Laparoscopic/robotic surgery programs, bariatric surgery programs
  • Radiation therapy, including cyber-knife, proton therapy, and others
  • Oncoplastic surgeries (including breast oncoplasty), theranostics, establishing tumour boards, cancer registry setup, paediatric oncology
  • Pain management
  • Stoma care

Knowledge Transfer

Apollo is a leader in speciality training in India, with almost 8% of India's National Board trainees being trained at one of Apollo's facilities. Healthcare partners can take advantage of Apollo's expertise by organising training for their specialists and staff on-site or at Apollo hospitals in India. These trainings can be customised for specific skills development, and the curriculum is usually planned after a set of discussions between the subject matter experts at Apollo and the leadership teams at the client hospital to establish the exact requirements and phasing for these trainings. The modules are then crafted, through which these training can be delivered online, on-site, or at Apollo's facilities.

Clinical Manpower Support

In case of new technology introduction, for establishing new clinical programs, or in cases of unavailability of locally trained manpower, Apollo International can also support its partners with the provision of Clinical Specialists for a short or long-term deputation. The final agenda is to develop innate capabilities by knowledge transfer to local teams, but handholding in the initial phases is what we can provide through these services. Apollo also provides hybrid models that involve technological advances such as telemedicine, teleradiology, telepathology, tele-ICU, tele-ER, and virtual tumour boards.

Cost of Sales Management

The Apollo Hospitals Group is one of the most well-managed groups in India. The profitability has not been affected by scale and expansion. This has been possible only through solid cost management processes and monitoring.

Management Process

Apollo Hospitals Group is one of India's most successful enterprises. We have achieved this by maintaining our commitment to clinical excellence, cutting-edge technology, and affordable, groundbreaking research while implementing stringent cost management and monitoring. Through an innovative business model and operational strategies, Apollo Hospitals Group has been able to set itself apart and bolster its legacy.

Maximising Care

Process optimisation techniques learned over our four decades of running a healthcare chain have allowed for the integration of technology, cost of sales, and cost of services to be brought down, all towards maximising patient care without sacrificing quality.

Apollo Reach Model

By creating a modular building system, the design, development and construction of new Apollo hospitals is simplified and accelerated, allowing the system to expand quality health care to under-served communities in India faster while reducing the cost per bed by 20-25% and the operating cost by 15%. The way to achieve this goal was by re-engineering everything from the air conditioning to the design to the infection control to the doctor's module to the way we interact with patients.

Administration and Process Optimisation

With 8 JCI-accredited hospitals (the global highest number under a single operator) and 32 NABH-accredited hospitals, Apollo has a strong operational team and a process defined and engineered toward customer experience and efficiency.

Customised SOPs

At Apollo Hospitals, we have created Standard Operating Procedures (SOPs) that can be customised for our International partners at three levels to ensure compliance with the regulatory environment, partner organisations, and infrastructure requirements. Our hospitals are accredited by JCI and numerous bodies like NABH/ COHSASA/ ACHS/ AHSSQA/ AC/ NABL/ CAP/ QAI, ensuring quality health care and exceptional technology. Our technological infrastructure, such as HIS, LIS, RIS, and PACS, helps optimise front-end and back-end processes.

Apollo 24|7 app

Moreover, the Apollo 24|7 app is revolutionising the healthcare industry in India. Being the largest omni-channel digital health offering, it provides users access to Apollo's services, such as doctor appointments and medicine delivery, via an easy-to-use mobile interface. Currently, with 27 million+ registered and almost 1 million daily active users, it allows our customers to access quality healthcare 24/7 from anywhere. We can work with our partner to customise the app for launching full service or modular manner in their geography.

Facility Locations

The success of a healthcare project is greatly influenced by its location. Apollo International works with clients in studying the location-based advantages of the project and the access to the end customer.

Trusted Guidance

Apollo has over a decade of experience providing medical value travel to people from around the globe. This expertise enables us to provide strategic guidance when reviewing the appropriateness of a potential facility location. This review process carefully considers the size and area of the site, its potential for medical tourism, local demographics, and the demand drivers present in the area, as well as in neighbouring cities and countries. This helps the organisation in defining the immediate, primary, secondary and tertiary catchment area within the city/ country, providing inputs to the development of the project's marketing plan.

Easy Accessibility

The extensive examination further identifies the accessibility and visibility of the site, assessing its connection to major transportation networks within the local area and connectivity with other towns, cities and countries. Moreover, we also consider data regarding any competitors present in the area, providing strategies for utilising the strengths to the most optimum level and creating customer traction.

Clinical Staffing Models

Apollo has built an all-inclusive clinical staffing system that extends from training to reinforcing skills, ensuring ongoing proficiency for clinical employees. This has enabled us to rapidly develop our operations across geographies.

Workforce Expertise

Years of expertise confer Apollo the capability to figure out what staffing models would be the most suitable for the institution, paying particular attention to patient-centred care and management expectations.

Services Concept

Apollo International works alongside the client to form the organisation's most suitable clinical services concept, considering the complement demand and supply, budget, expected profits, and case combinations. In having to work in areas with the unavailability of sufficiently trained personnel, we help the client to develop local competence or import capabilities using various approaches.

Quality Management Systems

Apollo has implemented an organisation-wide clinical excellence program, "ACE 40" to drive and reward clinical quality, and an organisation-wide service excellence program for enhancing the patient experience.

Clinical Quality and Outcomes

At Apollo Hospitals, superior clinical care is always our top priority. We actively seek to improve and provide high-quality, evidence-based care that is proven to save lives and keep patients in the hospital for shorter periods. Quality care also means safer patient care, so we consistently scrutinise our processes to improve safety and overall quality. When evaluating quality, there are two leading indicators to consider: Process Indicators and Outcome Indicators, such as mortality, infection, and complication rates. Consumers can also look at a hospital's national and international accreditations in order to access quality standards.

Essential Contributors

At Apollo Hospitals, we measure clinical outcomes and participate in many initiatives to ensure quality, such as Patient Safety, Infection Control, TASCC, and IT Excellence. These are essential contributors to our commitment to providing high-quality healthcare to our patients.

Service Excellence

Apollo Hospitals is renowned worldwide for its commitment to service excellence. Actions taken to implement our outstanding services are outlined below:

Tender, Loving, Care

We strive to create meaningful yet memorable experiences for our in-patients during their stay. TLC is our organisation's motto and is woven into our service DNA. Our devotion to providing top-level care is at the heart of our organisation. Our TLC program demonstrates this, emphasising our dedication to serving our guests with the utmost kindness and attention. The Service Excellence team works tirelessly to ensure that the TLC program is being implemented at every point of care.

Dial 30

The Dial 30 software-enabled patient support system is designed to provide non-clinical services to in-patients and their families. Its main features are Escalations and Patient/Attender Usage, allowing it to record and attend to all non-clinical requisitions within a stipulated TAT at Apollo Hospital.

CRM

The CRM Mainstream Software was designed to gather feedback from various sources such as IP, OP, PHC, and post-discharge, enabling Apollo Hospitals to manage customer complaints, compliments, and suggestions. The scope of the software includes responding to customers within the designated timelines as per organisation standards and coordinating with the customer and the Hospital Service Excellence Team, Resolution Team, and Customer Care Team for a swift resolution.

Instant Feedback System

At Apollo Hospitals, providing unforgettable patient experiences is critical. We partnered with Gallup, AIMA, and Hospital Management to develop our Apollo Instant Feedback System to ensure world-class service standards. Our Voice of Customer Process listens and learns from all touchpoints, while our six pillars work to create a distinctive service culture.

Success Stories

Our initiatives in Service Excellence earned us awards from AIMA in 2013 and Hospital Management in 2014. Our healthcare professionals provide compassionate post-discharge care. We use our Acknowledge, Discover, Customise, and Act (ADCA ) framework to blend art and science so our frontline associates can turn daily transactions into stories. Every month, we collect over 15000 stories, from which we choose the best 50, and create "The Smile Behind the Mask" every year.

Doctor Engagement Model

Apollo's success is rooted in its ability to recruit and retain top-tier medical talents.

Training Strategy

Apollo understands the importance of trained clinical, nursing, technical, and non-clinical personnel to the successful operations of its partner hospitals. To attract the best human resources, Apollo International provides customised and intelligent staffing and engagement models for effective utilisation. Knowing the current skills gaps in the market, Apollo is committed to providing the varying skills necessary for an organisation's strategy.

Implementation Network

Decades ago, when India experienced a shortage of professionals, healthcare organisations faced difficulty sourcing talented individuals. Apollo has since addressed that issue, learning how to design models of engagement which can then be shared with partner networks. This knowledge is used to create strategies for the implementation of those models.

Upskilling

Apollo offers various Upskilling training programs for Doctors, Nurses and other paramedical staff.

Skilled Reliability

Apollo has created upskilling programs for Doctors, Nurses and other Paramedical Staff to make healthcare more reliable and self sufficient. Such models aim to raise local staff competencies to match international benchmarks. These can be carried out at clients' premises, Apollo's Indian hospitals, or remotely through the Medvarsity platform with the help of tech-enabled facilities.

Clinical Education

Apollo manages 4 Medical Universities (3 in India and 1 in Crewe in the United Kingdom), 11 Nursing Schools in India and 1 in Bhutan, a College of Physiotherapy and a College of Healthcare Management. 8% of India's National Board trainee doctors are trained at one of the Apollo facilities in India. This gives us the advantage of tying up with our international partners, where we can deliver modular training for doctors, nurses, managers, and other staff members on specific clinical and managerial skills.

Apollo Medvarsity Platform

Medvarsity is an ed-tech leader in Asia, providing healthcare professionals with innovative online and blended training programs. In four years, it went from a 20-member team to over 320, impacting 500K professionals and providing 200 clinical and management courses for doctors, nurses and management professionals. The Ministry of Electronics and Information Technology, Entrepreneur India, and Asia One Magazine have recognised it. It also owns BookMySim, Dosily.com, and the Health Jobs platform. Looking ahead, Medvarsity hopes to expand to multiple regions while continuing to design comprehensive learner models.

IT and Data Management

Information Technology has revolutionised the way healthcare is delivered across the globe. Quality improvement and clinical decision support are being powered through Healthcare IT and are not just enabling patient monitoring but also specific and targeted recommendations for improving patients' health.

IT Development

Apollo has revolutionised the healthcare industry with its advanced IT platform, comprehensive data-management systems, and detailed reports. Our Healthcare IT System, Med-Mantra, our in-house developed comprehensive next-generation Hospital Information System (HIS), is designed to bring our hospitals into a paperless digital format. It facilitates the delivery of reliable and high-quality care through its patient-centric functionalities. These include administration, patient care, clinical care, ancillary services, and user-friendly access to patient records via integrated Electronic Medical Records (EMRs).

Data & Statistics

The intricate features of this innovative system allow for the development of quality improvement solutions and clinical decision support to ensure optimal patient health. Its capacity to structure and store much information gives healthcare providers access to comprehensive data and statistics to support a more accurate diagnosis and treatment. This unparalleled level of data and analytics supports the development of groundbreaking healthcare strategies and will create more opportunities for improved patient outcomes.

Telehealth

Apollo Hospitals, with 20+ years of expertise in telemedicine, owns the most prominent and oldest multi-speciality telemedicine network in Asia Pacific, Africa, the Middle East, and Europe.

Accessibility and Availability

For over two decades, Apollo Hospitals' telemedicine service has been a leading provider of multi-speciality healthcare access in Asia, Africa, the Middle East, and Europe. Throughout its tenure, Apollo Hospitals has continually worked to improve the quality and availability of healthcare to millions of people in urban and rural areas. Apollo Telemedicine boasts 800 telemedicine centres, over 3,50,000 commune service centres, 13 million lives touched, the world's first V-SAT-enabled telemedicine centre, and 16.5 million teleconsultations delivered across 95 specialities.

Telemedicine Services

In India and across the globe, Apollo Telemedicine provides

  • Tele Clinics,
  • Tele Radiology,
  • Tele Cardiology,
  • Tele Emergency,
  • Tele ICU
  • Tele HomeCare
  • Tele Ophthalmology

Furthermore, the service offers quick TAT, tele mentoring, skilled paramedics, high-end equipment, and 24X7 support. Apollo has established several Private as well as Public-Private Partnerships to expedite and enhance the quality of its telemedicine services and provide care to those who need it most.

Accessibility and Availability

Apollo Connect is the latest connected care initiative of Apollo Hospitals, launched in September 2023. Through this program, we envision empowering Hospitals in the remotest parts of the globe to offer holistic and superior patient care. Services such as eICU, diagnostics, surgical consultations, remote monitoring, clinical and quality training, and accreditation support have already been rolled out across India and shall soon be taken Internationally. We invite partners from other countries to connect with us on this initiative.