Mohalla Clinic: A Case on Healthcare Service Operations and Quality

Abstract

The study presents a case study on service operations and service quality aspects of Mohalla Clinics, the public healthcare service setups in the innermost densely inhibited, yet unserved urban neighbourhoods of National Capital Territory of Delhi. It also describes the scalability consideration of public healthcare services. The case presents analysis of operational challenges in delivery of public healthcare services in developing countries. It characterizes the public healthcare service offering by the elements of service package and illustrates the adoption of service blueprint as a tool for service process planning. Additionally, it allows to comprehend the phenomena of quality management in healthcare service delivery and adoption of technology-driven innovations in healthcare service delivery. The case illustrates the challenges of healthcare operations and health service design in the low-cost and high-volume environments.

Keywords

Public Healthcare Services Service Quality Scaling Up Service Innovation

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