Giri at 1000am on 20th November
As this Sunday morning brings in a sharp chill in the air (in Mumbai this means sub-twenty degree Celcius!), a lot of ideas continue to swirl in my mind – many of them in response to news and events that surfaced during the course of the last 7 days. I am sure an equal number of ideas, if not more, would have occurred to you as you successfully progressed through an eventful week that went by!
So what are the new ideas that entered my mind in the last few days? For starters, I am wondering why certain private sector health providers in India (such as Fortis Hospitals) cannot incorporate a web-based appointments scheduler, on the lines of airlines web-check-in process, wherein pre-registered patients (OPD) can reserve appointments with doctors on the date and time of their preference and pay online for the consultation fee within a couple of hours if their reservation is to be confirmed through an email from the hospital or an SMS from the hospital? This will facilitate greater efficiency and transparency in customer-care processes?
Yet another thought that my mind keeps churning around relates to the continuing absence of a normative culture of written contracts, especially amongst professional services firms such as accountants, lawyers, company secretaries that specify clearly what a customer (especially small corporates, individuals) can expect for the professional fees that will be charged and what standard time frames can be expected for delivery of services and how does one escalate any grievance with top management of the service provider? Much of this is oral and many times the trust factor does not work in favour of the customer. Can professional bodies mandate such minimum standards of service-care for their members?
Hope you are having a great weekend. Wishing you an exciting and useful week ahead.
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