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CLASS LEARNING ASSIGNMENT
Topic: Designing and managing services
Case: Aravind Eye hospital
Submitted by: P.Vignesh Kannan, Section A, Roll No. 1301-145
CASE UNDERSTANDING AND ANALYSIS
Aim of Aravind Hospitals:
To treat the eyesight of the poor people in each and every part of India and in other asian, africa
countries and in countries across the globe.
Founder of Aravind Hospitals:
Initially it had three surgeons :Dr. Venkataswamy, his sister, Dr. G.Natchiar; and her husband,
Dr. P. Namperumalswamy .Dr. Venkataswamy is the founder of Aravind Hospitals. Personal
tragedies at a very age (like the demise of his father) made him strong and accept the
responsibilities of his family.
Strong technical expertise.
A strong sense of passionate service towards mankind included with spirituality and
idealism.
Emotional connect with differently abled people as he himself has suffered from arthritis.
Added with all personal experiences, a strong technical expertise helped him to build Aravind
Hospitals
Timeline of Aravind Hospitals:
Year
Event
1976
Established main hospital with 20 beds
1977
30 beds annex
1978
Free hospital with 70 beds started
1981
250 beds with 80,000 sq feet of space in five floors
1984
350-bed free hospital was opened
1988
New hospitals at Tirunelvelli and Thani started
1990
Free hospital opens to walk in patients
1991
Intraocular factory setup
1992
240 staff including 30 Doctors,120 nurses
Operations in Aravind Hospitals:
The hospital provides two principal surgical techniques.
1. Intracapsular surgery without intraocular lenses (ICCE)
2. Extracapsular surgery with intraocular lenses (ECCE)
ICCE
ECCE
Without an operating microscope
With an operating microscope
Used simple instruments and gets done in less
than 20 minutes
Takes around 30 minutes to get done
Requires correcting spectacles post surgery
Doesn’t require correcting spectacles post-

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surgery
Gradual improvement in eyesight post-surgery
which takes around 3 to 5 weeks
Significant improvement within days of
surgery
The main motto of the hospital is to cater to poorest of poor. It has identified Cataract as
the major cause of blindness.
75% of all in Asia is suffering from Cataract.
Mostly patients are over the age of 45 with major chunk falling in the age of over 65.
Lens becomes clouded in a cataract eye. Light does not get easily transmitted to Retina
Clouding process takes 3 to 10 years to reach maturity.
Surgical removal of the clouded lens is the only proven treatment.
Surgeons generally prefer to remove cataracts only when they are mature.
Services in Aravind Hospitals:
It is completely operated as people’s service as consumer is required while delivering the
service.
The hospitals offer free eye camps to the poor.
Eye Camps:
They are generally sponsored by businessmen and NGOs, who take care of all
operatiohns and logistics.
Aravind hospitals offer service by providing doctors and supporting staff.
Camp organisers are aligned by district and they have to travel extensively in their
assigned territories.
They have to meet once a week at Aravind’s headquarters in Madurai.
Usually sponsors are used for eye camps to provide better services and also they can
better connect to people.
Patients are divided into 3 cateogories-A, B, C. The categorization is done to provide
varied levels of service.
By doing this, the hospitals are in service differentiation.
Special customers who could afford the service will be charged a premium amount for
the service with some additional facilities.
Customers availing free service are given dormitories with basica needs. A special factor
here is that all people from same village are given the same dorm to ensure easy
communiction and assistance.
The facilities are differntiatied only in terms of amenities. The primary service of
treatment is streamlined to ensure quality service is delivered to all types of customers.
Difference between Main Hospital and Free Hospital:
Main Hospital is fully organised while Free Hospital is less organised and more
crowded.

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CLASS LEARNING ASSIGNMENT Topic: Designing and managing services Case: Aravind Eye hospital Submitted by: P.Vignesh Kannan, Section A, Roll No. 1301-145 CASE UNDERSTANDING AND ANALYSIS Aim of Aravind Hospitals: To treat the eyesight of the poor people in each and every part of India and in other asian, africa countries and in countries across the globe. Founder of Aravind Hospitals: Initially it had three surgeons :Dr. Venkataswamy, his sister, Dr. G.Natchiar; and her husband, Dr. P. Namperumalswamy .Dr. Venkataswamy is the founder of Aravind Hospitals. Personal tragedies at a very age (like the demise of his father) made him strong and accept the responsibilities of his family. Strong technical expertise. A strong sense of passionate service towards mankind included with spirituality and idealism. Emotional connect with differently abled people as he himself has suffered from arthritis. Added with all personal experiences, a strong technical expertise helped him to build Aravind Hospitals Timeline of Aravind Hospitals: Year Event 1976 Established main hospital with 20 beds 1977 30 beds annex 1978 Free hospital with 70 beds started 1981 250 beds with 80,000 sq feet of space in five floors 1984 350-bed free hospital was opened 1988 New hospitals at Tirunelvelli and Thani started 1990 Free hospital opens to walk in patients 1991 Intraocular factory setup 1992 240 staff including 30 Doctors,120 nurses Operations in Aravind Hospitals: The hospital provides two princip ...
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