Some months back we had an opportunity to work with Sankara Eye Hospital (SEH), Bangalore, a not-for-profit institution focused on Eye Care. The project is about designing an end-to-end delightful experience to their out-patients by highly motivating their staff. Their business model is to levy a modest fee for their services from people like us (who can pay) and use the proceeds to provide eye-care services to the rural poor. The maintain a ratio of 20:80 for payment: free. They have some of the finest specialists on their rolls as well as specialised/niche areas of eye care treatment which are very few in this country.
As soon as we finalized the approach and project for SEH, we acquired volunteers from SAP with DT project experience. The project ran for 10 days across 8 weeks.
We had three teams addressing three different design challenges in the areas of out-patients, doctors and management. In each team we had SEH (Doctors, Optometrists, Operations, Front Office and Back Office staff) members and SAP (Development and Consulting) colleagues.
The SEH members were highly motivated and had not seen something like this as a team workshop to solve their own operational and strategic issues. They praised highly about SAP colleagues for their involvement and spontaneity. We learnt more of ‘Empathy’ from them as well as their complex people, process, economic, management, donors, and other stakeholders issues/expectations. It is also an interesting learning to know about what it takes to run such an establishment to handle 450-500 outpatients and 200 inpatients a day!
More about the project, teams and outcomes can be found in this link –
I like to thank our SAP colleagues without whose time and involvement this project would not have seen its fruition. We will be happy to receive your comments and feddback that will help us improve in or next social project.