Religare Report - Formatted

Summer Internship Project
Religare Health Line
PROJECT REPORT On
Market Research on Health Care Sector in Metros And Scope of Health care Business in Market
AT
Religare Health line
SUBMITTED IN THE PARTIAL FULFILLMENT FOR THE AWARD OF MBA IN Marketing & Production and OpertaionManagement (2010-2012) UNIVERSTIY ROLL NO: - 107/MBA/ REGISTRATION NO:-
SUBMITTED BY: UNDER THE GUIDANCE OF: Name Chandradeep Bardhan Marketing & Production Religare Health line
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And Operation Management
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ACKNOWLEDGEMENT
First and Foremost, I would like to express my gratitude towards Religare for giving me an opportunity to work as a summer trainee for two months as a part of practical training of our course. I express my gratitude to all those who initiated and help me in the successful completion of this project. I would like to express my sincere gratitude to Professor Dr. S.N.Ray, Director IISWBM Kolkata, Professor Dr.Soumitra Mallick, Head MBA (Day), IISWBM. Professor Dr.Tanima Ray, faculty (Marketing),IISWBM and all the faculty members of IISWBM for providing me with the opportunity to be a part of IISWBM and for their support and cooperation regarding the smooth progress and completion of my summer internship project in Religare. I would also like to convey my special thanks to Mr. Chandradeep Bardhan(Regional Marketing head), Religare, for his unconditional help and guidance without which this project would have never reached its completion.
Name
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COLLEGE CERTIFICATE
This is to certify that Mr. Name is a bonafide student of this institute and has successfully completed her project entitled at Religare health line for partial fulfillment of course MBA (Marketing & Production and Operation) from IISWBM, kolkata
Director
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COMPANY CERTIFICATE
This is to certify that Mr./Ms./Mrs. _________________ student of ________________________________ from IISWBM,Kolkata has satisfactorily completed his/her project work entitled __________________________________________ in ___________Department of ________(name of organization)_____ from _____to_______.
Authorized Signature
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DECLARATION
I, Name,Roll no. 107/MBA/1001003,session 2010-12,do hereby declare that this report has been submitted by me in the partial fulfillment of requirement of MAB of IISWBM,Kolkata.I also declare that this report is my own and has not been previously submitted by anyone for the award of any degree or diploma to any institution.
Date: Place: Kolkata
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TABLE OF CONTENTS
Sr. No 1 2. Executive summary Introduction I. II.

III.
CONTENTS
Health Care Industry Global Picture Health Care industry In India
3. 4 5. 6. 7. 8.
Religare health line 24*7 Company Profile Literature review Scope of the project Research methodology Data Analysis and interpretation Finding (Constraints, Recommendations, Conclusions)
9. 10. 11.
Conclusion Bibliography Questionnaire
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EXECUTIVE SUMMARY
The project is being carried out for Religare Health line 24*7,Kolkata. The project deals with Healthcare in India exsists since 3500 years and today healthcare is a booming industry and its contribution in Indias GDP is 5.25% Religare comes under the umberella brand Ranbaxy and it launnched its healthline 24*7 service on Dentist Day (7th February,2011) The objective of the report is :
To make the people aware about Health line 24*7 and the website www.healthline 24*7 .com
To study the market potential of healthcare sector in Kolkata. To provide technical support to strengthen data analysis. To provide diversified information about healthcare sector. To provide a convenient facilities to patients in availing the necessary information. The data collected from 300 families which constitute people of all age groups. Tha data was collected through a well-structured questionnaire.
Data collected was analysied and the amjor findings were:
There were as high as 237 families out of 400 in which one or the other person suffered from some kind of chronic disease. Their was a large chunk of families (363out of 400) who have never heard about healthline 24*7 and on making them aware about the service 91% of the family called the healthline 24*7.
Their were 19% of the families who were very satisfied with the service, 66% of the families were satisfied with the service, 9% of the families had neutral point of view,i.e;they were neither satisfied nor dis-satisfied and 6%of the families were dis-satisfied with the service.
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INTRODUCTION
Health Care Industry The Global Picture:The health care industry is one of the world's largest and fastest-growing industries.Consuming over 10 percent of gross domestic product (GDP) of most developed nations, health care can form an enormous part of a country's economy. The health care industry, or medical industry, is the sector of the economic system that provides goods and services to treat patients with curative, preventive, rehabilitative, palliative, or, at times,unnecessary care. The modern health care sector is divided into many sub-sectors, and depends on interdisciplinary teams of trained professionals and paraprofessionals to meet health needs of individuals and populations. The health care industry consists of the following:

Dentists and doctors Protective care and nursing Pharmacies Allied medical, health services Hospitals The present era is likely to be dominated by expansion of demands in the market, increasing prices and increasing awareness among the customers. Such changes will trigger a change in the health care industry scenario for the better. The year of 1990 witnessed a sluggish rate of growth, the health expenses per capita marked an all time low. The sluggish nature could be due to the fact that several health programs were implemented efficiently.
With the invention of latest technological developments, the world health care industry is catching up with the other leading industries of the world. World health care industry is one of the largest industries catering to the medical needs of innumerable people around the globe. Statistics show that in the year 2004, employment provided by the health care industry accounted for 13.5 million job opportunities. Out of the 13.5 million jobs, some of the people opted for self employment while others remained salaried workers related to the health care. It has been predicted that between 2004 through 2014, increase in the health care jobs would be by approximately 19% or as many as 3.6 million job opening would be produced.
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The statistics provided above reflect the health care scenario in the USA.Generally, the world health care industry comprises of the following segments:

Hospitals Nursing Physicians Dentists Health care services at home. Medical practitioners Outpatient departments Ambulant health care facilities Diagnostic laboratories and medical services World health care industry includes any medical institution which includes either a single medical assistant to the medical practitioner or medical practitioners attached to different hospitals and other medical establishments. Health care industry trends manifest an upward growth but several areas need to be attended to for enhancing health care services for the common man. Different countries like Indonesia, Russia, Mexico, Brazil, India, Turkey and China comprise approximately 1/5th of the worldwide health care sales. Health care industry trends also suggest that the medical related conditions in the developing countries which are chronic in nature, will be similar to the ones existing in the developed countries. In order to meet international standards, the existing health care industry is required to alter the mode of operation for generation of higher revenue and greater contribution to the Gross Domestic Product of the country.
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Facts about the health care industry trends:
The cost related to health care was seen to rise in the 90s. Americans not possessing any health care coverage or any kind of health insurance attained the 42 million mark. It has been anticipated that the elderly sick people will impose considerable stress on the health care sector of US. The total number of different health care programs and different health care insurance coverages are likely to increase in the coming years. There has been an escalation in the medical plans from 42.5 million in the year 2006. The health care industry trends also show that it is likely to attain 70.2 million in the year 2025. The health care industry trends also indicate that the expenses for preventive measures is negligible as compared to the amount spent on treating chronic diseases which accounts for 70% of the fund used for health care. Trends suggest that there are very less Americans (around 23%) who make an effort to prevent any lifestyle diseases by consuming the optimum level of vegetable and fruits.
Health care industry trends suggests changes in the following spheres:

The companies manufacturing medicines provide health care plans More stress is to be laid on prevention than treatments Sufficient supply of the essential health care products should be made available to the consumers to meet the demand of the health care industry. Health care industry trends manifest an upward growth but several areas need to be attended for enhancing health care services for the common man. It has been hoped-for, that by the year 2012, contribution of the United States health care industry's to the gross domestic product will be approximately 17.7%. United States health care industry constitutes 15% of the economy of United States Of America. Records show that expenditure related to health care sector escalated by 9.3% in the year 2002, when it attained $1.55 trillion. This figure was the highest recorded in the last 11 years. This figure denotes that an expenditure of $5,440 is spent for every individual. The hike in the percentage can be attributed to expenses related to prescribed drugs, and hospitalization charges. Progress of this kind defeated all other sectors consistently for four years.
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The US health care industry manifested a stable growth between the years 1992-1999. Expenditure on health care related articles soared up. On the other hand , the economy of United States Of America struggled. As an aftermath, expenses related to health sector increased from 13.3% of gross domestic product or GDP in the year 2000, to 14.1% in the year 2001. 2002 witnessed a further increase to 14.9%.Economists are of the opinion that changes associated with the United states health care industry is not affected promptly. It takes at least 2 to 3 years to notice the change unless some drastic incidents take place beyond the control of human beings.
US Health care industry-Facts:
Expenditure on prescribed drugs changed magnitude from $6.1 billion to $48.6 billion in the year 2002 and individuals spending on their health care needs reached $212.5 billion in the same year. Hospitalization related expenses reached $486.5 billion in the year 2002. The increase was by 9.5% from 2001. As informed by the Organization for Economic Cooperation And Development, the year 2001, witnessed a 10.9% contribution to the GDP by the healthcare sector of Switzerland. the contribution to GDP in the Germany health care sector was 10.7%. France and Canada had a contribution of 9.5% and 9.7% respectively to the gross domestic product of the country. Despite the fact, around 43 million residents of USA do not possess an insurance policy, United States Of America, dedicates a major portion of the economy to the health care industry in comparison to any other country where industries dominate the economy.
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The Indian story of healthcare industry The Indian healthcare sector is poised to reach US$ 280 billion by the year 2020, thereby contributing an expected Gross Domestic Product (GDP) spend of 8 per cent by 2012 from 5.5 per cent in 2009, according to a report by an industry body. A US$ 36 billion industry today and growing at 15 per cent compound annual growth rate (CAGR), the Indian healthcare industry will reach the market value of US$ 280 billion by 2022. Increasing population, higher expenditure on lifestyles, rising market of health insurance, government initiatives for better medical infrastructure, and focus on Public Private Partnership (PPP) models are some of the driving factors for the growth of healthcare sector in India. Major players in the Indian healthcare sector include Apollo Hospitals Enterprise Ltd, Fortis Healthcare Ltd, Max Hospitals and Aravind Eye Hospitals.
The rate of growth of the health care industry in India is moving ahead neck to neck with the pharmaceutical industry and the software industry of the country. Much has been said and done in the health care sector for bringing about improvement. Till date, approximately 12% of the scope offered by the health care industry in India has been tapped. The health care industry in India is reckoned to be the engine of the economy in the years to come. Health care industry in India is worth $17 billion and is anticipated to grow by 13% every year. The health care sector encompasses health care instruments, health care in the retail market, hospitals enrolled to the hospital networks etc.
Health care industry in India and the GDP or gross domestic product: Expenses incurred by the Indian Government on health care are the highest amongst developing countries. India's expenses on health care sector comprise 5.25% of the GDP. Chances are that the health care market could experience a hike and attain a figure ranging between $53 to $73 billion five years from now. This in turn will reflect an increase in the gross domestic product to 6.2% GDP. The health care industry in India earns revenues accounting for 5.2% of gross domestic product. Employment opportunities are provided to as many as 4 million people in the health care segment or other related sectors catering to the health care industry in India in some way or the other. Owing to the vast differences in medical expenses in western countries and that of India, India has become one of the favourites for health care treatments. Due to the progressive nature of the health care sector in India, several foreign companies are intending to invest in the country.
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India has approximately 600,000 allopathic doctors registered to practice medicine. This number however, is higher than the actual number practicing because it includes doctors who have immigrated to other countries as well as doctors who have died. India licenses 18,000 new doctors a year.
The rate of growth of the health care industry in India is moving ahead neck to neck with the pharmaceutical industry and the software industry of the country. Much has been said and done in the health care sector for bringing about improvement. Till date, approximately 12% of the scope offered by the health care industry in India has been tapped. The health care industry in India is reckoned to be the engine of the economy in the years to come. Health care industry in India is worth $17 billion and is anticipated to grow by 13% every year. The health care sector encompasses health care instruments, hospitals enrolled to the hospital networks etc India's expenses on health care sector comprise 5.25% of the GDP. Chances are that the health care market could experience a hike and attain a figure ranging between $53 to $73 billion five years from now. This in turn will reflect an increase in the gross domestic product to 6.2% GDP. Employment opportunities are provided to as many as 4 million people in the health care segment or other related sectors catering to the health care industry. India's healthcare sector has been growing rapidly. Revenues from the healthcare sector account for 5.2 per cent of the GDP, making it the third largest growth segment in India. Healthcare delivery and pharmaceuticals account for nearly 75% of the total Healthcare market. India has only 0.7 beds per 1,000 people, far below the global average of 2.6. India needs to add 2 million beds to the existing 1.1 million by 2027, and requires immediate investments of $82 billion to make up for its infrastructure deficit. The country needs $50 billion annually for the next 20 years to meet the healthcare needs of its rapidly expanding population.
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India stands Indias health expenditure is 5.6 per cent of GDP, whereas most established market economies spend 7-10 per cent of GDP on health. USA spends over 14 per cent. US has 2,340 doctors as compared to Indias 143 doctors for very 10,000 people On an average, 80 out of every 1,000 children die. This figure is just 9 in the US and 30 for every 1,000 in Thailand. Life Expectancy in India is amongst the lowest at 55.5 years compared to US at 75.5 years and 66.5 years for Thailand. Compared to Brazils 4300 beds, India has only 1,600 beds.
India - Advantages India is one of the top 3 countries where companies plan to spend the most R&D dollars over the next 3 years.
Favoured destination ahead of countries like Israel, Philippines, Canada, China, Ireland &
Russia in terms of Overall Climate (Gartner Report, January 2003) Some of the top medical/technical universities in Asia The clinical community is populated with English speaking, western-trained graduates Sophisticated technological infrastructure 100 million plus English speaking / trained professionals (Largest outside US)
Over 2 million science post graduates
Cost effective operations
Higher GMP/GLP/GCP Compliance and other standards for Diagnostic Labs and Hospitals
Maximum number of approved GMP plants outside USA Excellent quality management, Technology and infrastructure Strong IT industry availability of IT skilled manpower
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The Indian healthcare story is not about cost advantage only. It has a high success rate and a growing credibility. Indian specialists have performed over 500,000 major surgeries and over a million other surgical procedures including cardio- thoracic, neurological and cancer surgeries, with success rates at par with international standards. The success rate of cardiac bypass in India is 98.7 per cent against 97.5 per cent in the U.S. India's success in 110 bone marrow transplants is 80 per cent. The success rate in 6,000 renal transplants is 95 per cent. Indias Vital Clinical Statistics 1 2 3 4 5 6 7 8 9 Cancer: 3 million Diabetes: 34 million HIV: 8-10 million Epilepsy: 8 million Hypertension: 150 million Schizophrenia: 1 million Asthma: 40 million Alzheimer's: 1.5 million Cardiac-Related Deaths: 2 million
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10 Key Segments in Healthcare 1. Pharmaceutical US$10 billion growing at 12% despite global economic pressures 2. Hospitals/Nursing Homes $12 billion growing at 20% 3. Medical Equipment $2 billion, growing at 15% 4. Clinical Lab Diagnostics US$2 billion growing at 30% 5. Imaging Diagnostics US$1 billion growing at 30% 6. Other Services (includes Training & Education; Aesthetics & Weight loss; Retail Pharmacy; etc. US$2 billion growing at 40%
Indian health care industry
Particulars life expectancy average (years) health care spending (rs bn) health care spending (%of GDP)
2004 64 1582 5.2
2005 64.3 1763 5.3
2006 64.7 1967 5.3
2007 65.1 2216 5.4
2008 65.4 2463 5.4
2009 65.8 2771 5.5
Source: us census bureau, economic intelligence unit Life expectancy in India has improved from 37 years in 1951 to 63 years in 2001 and improving Expanding working population group 65% by 2020 Reasonably Recession Proof due to growing domestic demand Healthcare infrastructure in India is dominated by government hospitals
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HealthLine24x7: Healthline 24x7 is Indias first free round the clock Healthcare Information Assistance service. Fuelled with comprehensive knowledge and exhaustive intelligent Search- Compare- EvaluateSelect platform, Healthline 24x7 service fuses health information and technology to produce countrys first 24 hour service that will not only act as trusted guide to the right specialist doctor, but will also let you know your disease, locate the nearest doctor, Pathological labs, Nursing homes and Emergency Services that meet your medical requirements. It empowers all to have the power of knowledge at fingertips when it comes to healthcare. Absolutely free Healthcare Assistance round the clock from advisors with a medical background Healthline 24x7 is a one- stop shop for all the healthcare information needs. The information shared by us is authentic and sourced from relevant authorities. The data repository aims to cover all the major healthcare delivery contact points where a patient would like to avail a product or service. The initiative is powered by Healthcare IT division of Religare Technologies. Religare Health line 24*7:Healthline24x7 is available over:Voice (phone) Digital (web) Its vision is to become Indias No 1 National Healthcare Information Exchange in the next 2 years. The health line 24*7 is an Intelligent Information Platform which works on the basis of Search Compare Evaluate Select
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Search By
Compare By Filtering On The Basis Of
Evaluate By Further Screening Criteria
Final Filtration And Selection By
Area
Fees
Experience
Patient Testimonials
Location
24 Hrs Service
Education
Emergency Response Services
Medical Specialization
Home Visit
Awards/ Recognition Special Treatments
Other Facilities
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Why Religare?? The size of the middle class population of India so huge that it overtakes the population of United States! The expected life span has drastically improved and an ageing population means demand of more healthcare attention. Owing to education and lifestyle improvements, people are becoming health conscious and are demanding more quality healthcare.
So,Healthcare industry has gone beyond providing treatment and has created multiple other focus areas such as clinical protocols, clinical pathways, use of technology extensively from Computerized Physician Order Entry (CPOE), patient network & RFID, telemedicine, medical call centers, e-health, health on mobiles, knowledge portals, online medical simulation to improve quality of training for service staff and electronic medical records. Religare Enterprises Ltd - The holding company for 10 subsidiaries and the anchor for 4 joint ventures has offered a diverse and a varied range of financial services. Religare is one of the leading integrated financial services groups in the country with a Pan India presence through more than 1460 locations across more than 450 cities & towns global presence in more than 10 countries. Religare Technologies is a global IT Products & Services company and part of a large diversified Indian transnational business group. The group pursues aggressive business interests globally in Financial Services (Religare Enterprises), Healthcare (Fortis HealthCare), Wellness (Religare Wellness, formerly Fortis HealthWorld), Diagnostics (Super Religare Laboratories, formerly SRL Ranbaxy), Aviation and Travel (Religare Voyages) and IT Software Products (DION Global Solutions Limited). The company provides end-to-end automation systems for Healthcare providers (both for tertiary hospitals & clinics). All the solutions in the form of HIS, RIS, Medical Imaging, Patient Portal, Healthcare Information Services and Tele Triage are provided. The company has leveraged its Promoter Groups expertise in Healthcare, Financial Services, Insurance and Life Sciences domain to establish mature practices for providing enterprise wide IT solutions. The company also offers domain centric solutions spanning the entire spectrum of IT Services including Enterprise Technology Solutions, Integrated Infrastructure Management Services, Enterprise Application Solutions, Business Process Outsourcing and Business Intelligence Services. The Religare Technologies edge lies in its expertise to understand business requirements and provide efficient IT solutions and services resulting in best use of customer spend. Currently with over 2600 employees and presence in over 10 countries, Religare Technologies is poised to be a leader in the global IT solutions space and deliver reliable and high quality services to customers globally
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This project gave me the opportunity to be present on Indias largest healthcare information platform. This product will Helps Patients / Users identify exact need. It will offer factors important while choosing healthcare service provider. It will provide Area-wise doctor searches etc. I am lucky to be a part of Religare team for this mission. VISION To become Indias No 1 National Healthcare Information Exchange in the next 2 years. To set up a Pan India World Class Retail Network of health shops providing comprehensive solutions under one roof, managed by a team of dedicated professionals utilizing cutting edge technology to ensure quality products and Value added services which are preventive, curative and supportive in maintaining the "Complete Health Store" of a family and society at large. MISSION: To be the largest player by 2012 in the Organized Health Care retail space with a strong reputation for quality, integrity and superior customer services being delivered from over 1000 fully integrated health & wellness stores across India through an organization that has effectively created a pool of motivated team players, nurtured smiling employees and is teeming with satisfied customers.
ORGANISATION DETAILS:About Religare Enterprise Ltd Religare Enterprises Limited (REL) is a global financial services group with a presence across Asia, Africa, Middle East, Europe and the Americas. In India, RELs largest market, the group offers a wide array of products and services ranging from insurance, asset management, broking and lending solutions to investment banking and wealth management. The group has also pioneered the concept of investments in alternative asset classes such as arts and films .With 10,000 plus employees across multiple geographies, REL serves over a million clients, including corporate and institutions, high net worth families and individuals, and retail investors. Religare is a Latin word that translates as 'to bind together'. This name has been chosen to reflect the integrated nature of the financial services the company offers.
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PHILOSOPHY
The Religare name is paired with the symbol of a four-leaf clover. Traditionally, it is considered good fortune to find a four-leaf clover as there is only one four-leaf clover for every 10,000 threeleaf clovers found. For us, each leaf of the clover has a special meaning. It is a symbol of Hope, Trust, Care and Good Fortune. For the world, it is the symbol of Religare. The first leaf of the clover represents Hope. The aspirations to succeed. The dream of becoming. Of new possibilities. It is the beginning of every step and the foundation on which a person reaches for the stars. The second leaf of the clover represents Trust. The ability to place ones own faith in another. To have a relationship as partners in a team. To accomplish a given goal with the balance that brings satisfaction to all, not in the binding, but in the bond that is built. The third leaf of the clover represents Care. The secret ingredient that is the cement in every relationship. The truth of feeling that underlines sincerity and the triumph of diligence in every aspect. From it springs true warmth of service and the ability to adapt to evolving environments with consideration to all. The fourth and final leaf of the clover represents Good Fortune. Signifying that rare ability to meld opportunity and planning with circumstance to generate those often looked for remunerative moments of success. About Religare Technology Religare Technova Limited is the holding company for the IT business of a large diversified Indian transnational business group. The group pursues aggressive business interests globally in Financial Services (Religare Enterprises), Health Care (Fortis HealthCare), Wellness (Religare Wellness, formerly Fortis HealthWorld), Diagnostics (Super Religare Laboratories, formerly SRL Ranbaxy) and Aviation and Travel (Religare Voyages). The offerings of the company are divided into Products and Services. The Religare Technova umbrella includes Religare Technova Global Solutions (formerly Asian CERC Information Technology Ltd and Capital Market Solutions Pty Ltd), a global leader in providing Enterprise
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Software Solutions to the Capital and Financial markets; Religare Technova IT Services Limited, which provides Enterprise IT Solutions and Religare Technova Business Intellect Ltd, which provides Knowledge Management Solutions. Currently with over 2000 employees and presence in over 10 countries, Religare Technova is poised to be a leader in the global IT space. Religare Technova focuses on clients in key verticals such as Banking and Financial Services, Insurance, Capital Markets and Health Sciences (Healthcare and Pharmaceuticals). PROMOTER GROUP:
Fortis Healthcare Limited, established in 1996 was founded on the vision of creating an integrated healthcare delivery system. With 22 hospitals in India, including multispecialty & super specialty centers, the management is aggressively working towards taking this number to a significant level in the next few years to provide quality healthcare facilities and services across the nation. Religare is a global financial services group with a presence across Asia, Africa, Middle East, Europe and the Americas. In India, Religares largest market, the group offers a wide array of products and services ranging from insurance, asset management, broking and lending solutions to investment banking and wealth management. The group has also pioneered the concept of investments in alternative asset classes such as arts and films. With over 10,000 employees across multiple geographies, Religare serves over a million clients, including corporate and institutions, high net worth families and individuals, and retail investors.
Super Religare Laboratories Limited (formerly SRL Ranbaxy) within 11 years of inception has become the largest Pathological Laboratory network in South Asia. It started a revolution in diagnostic services in India by ushering in the most specialized technologies, backed by innovation and diligence. The current footprint extends well beyond India in the Middle East and parts of Europe.
(Formerly Fortis Health World) is one of the leading players in the wellness retail space with a footprint of 100 stores across India. The group envisages setting up a pan India world class retail network of wellness stores that would provide comprehensive solutions under one roof.
The Air Charter business is one of the largest in the non-scheduled space in the country with its own top-of-the-line fleet that comprises jets, helicopters and turbo
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props. The travel business is duly accredited for complete management of both in-bound and outbound domestic and international travel. VALUES: The following values are core to Religare Technova. The values are rooted in current reality, but also represent the path we wish to follow tomorrow Equal opportunities for all no discrimination on any ground Move ahead together

Deliver value through deep domain expertise. Commitment to building long term relationship.
AWARDS AND RECOGNITION: Religare Technova, a Microsoft Gold Certified Partner, has been awarded membership of the elite Microsoft Dynamics Presidents Club 2008. The Presidents Club consists of only 13 members across India. Religare Technova was also honored with the Star Emerging SI Sales Award by Microsoft in 2008. The prestigious Amity HR Excellence Award was awarded to Religare Technova at the Fifth Global HR Summit 2008. Religare Technova has been appointed ASP for Lenovo. The relationship is for a pan-India footprint and pertains to Lenovo PCs and Laptops. Religare Technova has been awarded the mantle of Cisco Premier Certified Partner in India Sub-Continent
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Industry : Finance - General
BSE Code : NSE Code : Market Lot :
532915
Book Closure : Market Cap : Face Value :
11/08/2010
Group :
Religare
RELIGARE
Rs. 6367.18 Cr.
INE621H01010
Rs. 10.00
Name Sunil Godhwani
Designation Chairman and Managing director
Listings BSE,NSE
Incorporation Date 30/01/1984
Public Issue Date 29/10/2007
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LITERATURE REVIEW
Role of Market Research According to American Marketing Association (AMA) Marketing research is defined as The systematic gathering, recording and analyzing of data about problems relating to the marketing of goods and services.
The Market Research Process Marketing research often follow a generalized pattern which can be broken down and studied sequentially.
Defining the problem Careful attention to problem definition allows the researcher to set the proper research objectives, which in turn facilitate relevant data collection. Statement of the research objectives Research objectives may be stated in qualitative or quantitative terms and expressed as research question statement or hypothesis
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Planning a research design A market design is a master plan specifying the procedure for collecting and analysing the needed information. It represents a framework for the research action. The objectives of the study discussed in the previous step are included in research design to ensure that data collected is relevant to the objectives.
Sampling Sampling involves procedures that use a small number of items or parts of population to make conclusion regarding the whole population.
Collecting the data Data can be of two types either primary or secondary, separate tools are used to collect data.
Data analyzing & processing Analyses represent the application of logic to the understanding of the data collected about the subject; it may be determination of consistent patterns & summarizing of appropriate details.
Formulating conclusion, preparing and presenting the report The final stage in the research process is that of interpreting the information and drawing conclusions for use in managerial decision.
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SCOPE OF PROJECT

To study the market potential of Health line 24*7 in Kolkata. Comparative study between different key players in Indian Healthcare services. Developing a database, enhance human-computer interaction and large scale system deployment. To understand the mental make-up of the consumers. To provide right information at the right place to the right person. To bring the broadest range of experts of healthcare sectors into just one platform.
TOPIC & HYPOTHESIS The project topic is: Market Research On Health line 24*7 in Kolkata And Scope Of the health line the Market. Area Covered: Salt Lake We were selected for the research and then the analysis part is done. But it has certain limitations:

The sources of data collection are limited in this research. The primary data were collected in limited area. The respondent may be biased. Area of study was limited to Kolkata.
The term scope is hypothetical in nature. There is no proper way to measure if there is a scope or not. So, if most of the results show a positive outcome then I will take it as a scope.
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RESEARCH METHODOLOGY
Research Methodology Method of research Type of research Problem Objective Scope Data type Data Collection Sampling
Method of research The method of research for carrying out this project work is descriptive in nature. Descriptive research, describes data and characteristics about the population or phenomenon being studied. Descriptive research is conducted to: Describe characteristics of relevant groups such as consumers, salespersons, competitors and market areas. (qualitative research) Estimate population parameters, establish relationships between variables. (quantitative research)
Type of research The type of research used in carrying out this project work is of survey type. Survey method is based on questioning of respondents. Questionnaires are used for conducting surveys. With concise and straightforward questionnaires, you can analyze a sample group that represents your target market. The larger the sample, the more reliable your results will be.
In-person surveys are one-on-one interviews typically conducted in high-traffic locations such as shopping malls. They allow you to present people with samples of products, packaging, or advertising and gather immediate feedback. In-person surveys can generate response rates of more than 90 percent. It involves time and labor involved
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Telephone surveys are less expensive than in-person surveys, but costlier than mail. However, due to consumer resistance to relentless telemarketing, convincing people to participate in phone surveys has grown increasingly difficult. Telephone surveys generally yield response rates of 50 to 60 percent.
Mail surveys are a relatively inexpensive way to reach a broad audience. They're much cheaper than in-person and phone surveys, but they only generate response rates of 3 percent to 15 percent. Despite the low return, mail surveys remain a cost-effective choice for small businesses.
Online surveys usually generate unpredictable response rates and unreliable data, because you have no control over the pool of respondents. But an online survey is a simple, inexpensive way to collect anecdotal evidence and gather customer opinions and preferences.
Research Objective The main objectives of the project are to study:
to make the people aware about Healthline 24*7 and the website www.healthline 24*7 .com
To study the market potential of healthcare sector in Kolkata. To provide technical support to strengthen data analysis. To provide diversified information about healthcare sector. To provide convenient facilities to the patients in availing the necessary information.
Scope This study will help to know:
To study the market potential of Healthline 24*7 in Kolkata.

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Comparative study between different key players in Indian Healthcare services. Developing a database, enhance human-computer interaction and large scale system deployment. To understand the mental make-up of the consumers. To provide right information at the right place to the right person. To bring the broadest range of experts of healthcare sectors into just one platform.
Data Type: The data type used in this research project is both primary and secondary data types.
Primary data is that type of data which have no existence beforehand. This type of data is
never gathered before. It originates by conducting interviews and through observations. Primary data is collected as per ones requirements to suit ones purpose. Primary data collection is usually more costly and time consuming than secondary data collection.
Secondary data is the pre-existing data which is not gathered for the purpose of current
research. It is a kind of back up data. Classification of secondary data: 1. Internal secondary data 2. External secondary data Internal data: Internal secondary data is the data generated in the organization. It is readily available with less cost e.g. Sales by region, outlets, cash/credit and products etc External data: External data consists of following sources: General business data: Published through directories, guides, indexes, journals, and periodicals etc. Govt. Sources: Like census data, RBI bulletin and economic surveys etc. Syndicated sources: This data is collected by an organization & shared by no. of clients. Such data is collected through:
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Household surveys which involve interviews with large no. of respondents using pre-designed questionnaire. Diary panel which involve collecting information from sample of respondents who provide specified information at regular intervals over a period of time. Wholesalers & retailers who record their purchases, sale & inventory every month. Such data is called audit data. Data collection: The various data collection methods used are: Questionnaire Focus group interview Depth interview Observation For this project work questionnaire method of data collection is used. Questionnaires are an inexpensive way to gather data from a potentially large number of respondents. Often they are the only feasible way to reach a number of reviewers large enough to allow statistically analysis of the results. A well-designed questionnaire that is used effectively can gather information on both the overall performance of the test system as well as information on specific components of the system. It is important to remember that a questionnaire should be viewed as a multi-stage process beginning with definition of the aspects to be examined and ending with interpretation of the results. Every step needs to be designed carefully because the final results are only as good as the weakest link in the questionnaire process. The steps required to design and administer a questionnaire include: 1. 2. 3. 4. 5. Defining the Objectives of the survey Determining the Sampling Group Writing the Questionnaire Administering the Questionnaire Interpretation of the Results
Sampling:
Sampling is that part of statistical practice concerned with the selection of an unbiased or random subset of individual observations within a population of individuals intended to yield some
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knowledge about the population of concern, especially for the purposes of making predictions based on statistical inference. Sampling is an important aspect of data collection. Sampling unit: This is that unit about which information is collected and that provides the basis of analysis. In survey research, elements are people or certain types of people. It is one of the units into which an aggregate is divided for the purpose of sampling, each unit being regarded as individual and indivisible when the selection is made. Sample unit used in the project was people of all age group. Sample size: The number of elements in the obtained sample. In the present project work the sample size is 300 families. Sampling method: The sampling method used in the project work is of non-probability. Non probability sampling is any procedure in which elements will not have the equal opportunities of being included in a sample. In non-probability sampling, you set criteria for elements to be included in the sample i.e. on basis of region, appearance and so forth hence limiting the chances of representation in the sample. Here the selection of units is based on factors other than random chance, e.g. convenience, prior experience or the judgment of a researcher.
DATA COLLECTION SURVEY: The period of survey was 8 weeks and Survey was made in KOLKATA region to get primary data with specified area as: SALT LAKE The map is given below
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DATA ANALYSIS
SWOT ANALYSIS:
STRENGTHS Increasing urbanization, superior demographics and higher life expectancy has enhanced the demand for quality healthcare. Booming economy Shift from government to private hospitals. Lower cost with world class facilities. Home for ayurveda, attracts a lot of patients to India. Highly skilled workforce of doctors and nurses. Ever increasing middle class. Holistic approach-Homeopathic, Allopathic, Ayurvedic Upcoming Information Technology in Healthcare Consciousness among growing population.
WEAKNESS Ratio of no. of beds to patient is very low Less awareness of the latest technology Poor infrastructure Ratio of doctors to patient is very low Lack of insurance in the majority of population Increasing cost of curative medical services. Government hospitals not well equipped with the latest technology Not much of a development in the rural sectors ,and the unavailability of skilled doctors in these rural areas. Lack of R & D.
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OPPORTUNITIES
Healthcare industry is the world's largest industry with total revenues of approx US$ 2.8 Trillion (2005). India's high population makes it an important player in the Healthcare Industry. According to the IRDA, the Indian healthcare industry has the potential to show the same exponential growth that the software industry showed in the past decade. An increasing no. of hospitals chains with latest upgradation of technology. Medical graduates to increase in the next few years, adding more to the existing skilled workforce. Medical tourism will attract a lot of foreigners in the next 5-10 years With increasing number of non-insured population in western countries and increasing healthcare expenditure to GDP resulting in people to opt for treatment options outside their country. As improvements taking place, will cause a reverse brain drain in the coming years. The skilled workforce around the world is willing to come back and serve within the boundaries of the country. Direct Investments (FDI) has been allowed in this sector with automatic approval up to 51%. The Healthcare Delivery Market in India pegged at around US$ 38 billion in 2008, compared to US$ 7.7 billion Pharmaceuticals Industry and offers a huge growth opportunity Expected to generate employment opportunities for 9 million people by 2012 India has 17% of the world's population, but one of the poorest healthcare infrastructures among growing economies and the lowest spend on healthcare (~5% of GDP).
THREATS Changes in Excise Norms. Poor public infrastructure. Inflation. Medico legal jurisdictions. Corruption is spreading in almost every field. Organ trafficking. In India, 80% of the healthcare expenditure is borne by the patients and that borne by the state is 12%. The expenditure covered by insurance claims is 3%. As a result, the price sensitivity is quite high and the high-level healthcare facilities are not in the reach of patients. Equipments cost may rise sharply in the coming years. Accessible, reliable and affordable healthcare continues to be a challenge.
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CHALLENGES Judicious use of the scant resources by promoting most cost-effective strategies for disease prevention. To keep a continuous track of the ever increasing Medicines for the unknown diseases/ Insurance for the majority of the population. Keeping a note of the foreign patients and provide them a world class treatment. Existing health care infrastructure needs to be improved. Proper implementation of the government policies. Nationwide awareness programmes should take place and the precautionary measures for each disease should be conveyed to the residents. Vaccination coverage to be improved in rural areas. Educating rural people to choose science over superstition.
CONSTRAINTS Although I have tried my level best to prepare this report an error free report every effort has been made to offer the most authenticate position with accuracy. But there may be a possibility of some error in my report also. As whole of my project and my findings are based on the information gather through survey fact sheet, hence there might be a possibility that respondent may have given wrong or partially correct information. The research was conducted in a limited area. The time period allotted for the study was only of two months, which may provide a deceptive picture in comparison of the study based on long run. The respondent were limited so cannot be treated as a whole population. Interaction skills as well as the behavior of the respondents also played as a constraint during the research Sometimes respondents were biased.
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DATA INTERPRETATION
Analysis of data is a process of inspecting, cleaning, transforming, and modeling data with the goal of highlighting useful information, suggesting conclusions, and supporting decision making. Data analysis has multiple facets and approaches, encompassing diverse techniques under a variety of names, in different business, science, and social science domains. Data analysis is a practice in which raw data is ordered and organized so that useful information can be extracted from it. The process of organizing and thinking about data is key to understanding what the data does and does not contain. Data collected in the survey was analyzed and interpreted in the following manner: Preliminary Decisions: SRO 1: To determine the influence of Age of the respondent on the preference for calling HEALTHLINE S. No. 1 2 3. Information Needed Age Preference in calling Healthline Attitude towards saving Healthline number Respondents Residents of Saltlake Residents of Saltlake Residents of Saltlake Method Direct, Structured, Personal Direct, Structured, Personal Direct, Structured, Personal
SRO 2: To determine the preference of the respondent to call HEALTHLINE if a member of the family had a recurring medical problem S. No. 1 Information Needed Member of the family suffering from Chronic disease Preference in calling Healthline Respondents Residents of Saltlake Residents of Saltlake Method Direct, Structured, Personal Direct, Structured, Personal
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SRO 3: To determine the influence of Age of the respondent on the preference for calling HEALTHLINE S. No. 1 2 3. Information Needed Gender Preference in calling Healthline Attitude towards saving Healthline number Respondents Residents of Saltlake Residents of Saltlake Residents of Saltlake Method Direct, Structured, Personal Direct, Structured, Personal Direct, Structured, Personal
RESPONDENT PROFILE AND BUYING BEHAVIOUR The Sample size of 400 was chosen across the Salt lake locality, in Kolkata which included the residents in the area, who were mainly people who were available at home. The respondents were asked about their details and its consequent impact on their choice is analyzed later.
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AGE AND GENDER DISTRIBUTION: Respondents were contacted, and the distribution, based on their AGE and GENDER is shown:
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GENDER WISE COMPOSITION: The GENDER wise composition of respondents is shown as follows: Females: 57.5% (230) MALES: 42.5% (170)
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AGE WISE COMPOSITION: The AGE WISE composition of respondents is as follows: BELOW 20: 7.5% (30) 20-30 YEARS: 12.75% (51) 31-40 YEARS: 16.25% (65) 41-50 YEARS: 24.75 (99) ABOVE 50 YEARS: 38.75% (155)
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PRESENCE OF RECURRING DISEASE:
The composition of respondents based on the presence of recurring disease in some member of the family: PRESENCE OF RECURRING DISEASE: 62.75% (251) ABSENCE OF RECURRING DISEASE: 37.25% (149)
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CALLED HEALTHLINE NUMBER: The number of respondents who called Healthline: RESPONDENTS WHO CALLED: 52.5% (210) RESPONDENTS WHO DID NOT CALL: 47.5% (190)
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ASKED ABOUT THE DISEASE: Respondent distribution of who asked about the disease, they were suffering from, when they called the Healthline number: RESPONDENTS WHO ASKED: 98% (206) RESPONDENTS WHO DID NOT ASK: 2%(4)
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SATISFIED WITH THE INFORMATION PROVIDED: Respondent composition of who were satisfied with the information provided on them calling the Healthline: SATISFIED RESPONDENTS: 89% (187) DISSATISFIED RESPONDENTS: 11% (23)
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RESPONDENTS WHO SAVED OR DID NOT SAVE THE HEALTHLINE NUMBER AFTER CALLING OR NOT CALLING THE NUMBER: This graph shows the number of respondents who called Healthline, and after that saved the number, and those who did not call the Healthline but saved the number:
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RESPONDENTS WITH RECURRING DISEASE IN FAMILY WHO CALLED HEALTHLINE NUMBER: This pie chart shows respondents with recurring disease in the family who called HEALTHLINE: RESPONDENTS WHO CALLED: 83.66% (210) RESPONDENTS WHO DID NOT CALL: 16.33% (41)
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RESPONDENTS WITH NO RECURRING DISEASE IN THE FAMILY WHO CALLED HEALTHLINE:
This pie shows respondents with no recurring disease in the family, who called HEALTHLINE: RESPONDENTS WHO CALLED: 16.10% (24) RESPONDENTS WHO DID NOT CALL : 83.90% (125)
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INFERENCE
The research has shown us how people in the metro city of Kolkata, of the Salt lake city locality, reacted to the concept of HEALTHLINE 24x7. HEALTHLINE 24X7 is a new concept in the country, and the response seemed mixed, with 52.5% people in the residents calling Healthline 24X7. It was also inferred, that people with recurring disease showed a definite interest in calling the number. During the research work, when introductions to the HEALTHLINE was being done, it was seen, the believability in the people seemed low, and they confused the service with, Emergency calling, which is not what the HEALTHLINE is about. It was suggested to the company that, more of promotional work should be done in the area, like the free Health campaigns, where people turn up in large numbers, and that mass media such as television, print and the billboards in the city should be used for promotion. There were also technical glitches that led to dissatisfaction among the customers, sometimes the Healthline being busy for hours. Otherwise the satisfaction level was quite high among the respondents. The main effort here on the part of the organization would be to make the respondents call the HEALTHLINE, because otherwise they are satisfied with the response
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RECOMMENDATIONS
The company should advertise about the health line 24*7. For brand promotions Religare can use local lingo, i.e. local language, in the promotion or print media and should have consistency throughout the advertisement Home-made medicines should also be provided. It should give an option of taking an appointment with the concerned specialist. If anyone opts for the website under Religare domain then network traffic should be displayed in his page and according to that he should be charged. It will be a fair deal. Right now the telephone service charges the minimum tariff of the local call rates it should be made free a toll free number. It should make some arrangement of home visit of the doctors when required by the customer. The company should look to promote in tier 2 and 3 cities together with the tier 1 cities as today tier 2 and tier 3 cities also have a huge market. The companies should look to promote this healthline number with other emergency numbers such as 100,102,101,112 etc.
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CONCLUSIONS
The Information service center launched by Religare is the Information Technology which is treatment & the study, design, management of illness. Also preservation of management of mental & physical computer based wellbeing via services information systems. The provision of information technology designed to support health care services has become an enormous and growing market. The health care information technology (HCIT) sector is booming. It can be defined as growing public access to medical information (e.g., on the Internet), with new forms and expectations of professional accountability for health outcomes. Healthcare Market Potentials Indias Health Indicators No. of Doctors 5, 03,900 Hospitals 15,097 No of Beds 8,70,161 No of Medical Colleges 162. The product will generate Comprehensive Report of Medical History, Patient Demographic Module, Appointment Schedule Module process for transcription & proof reading, Billing Module correction. Etc. It will provide the benefits like anytime and anywhere access, easily customizable software, easily stored information, Patients history can be monitored. This Healthcare Information System will improve our societys health, as it will provide lots of health information to a common man. As internet and electronic devices such as PCs and laptops are not available at everywhere or in emergency, for such cases, additional services are also available to avail the information from that Healthcare system, which is a Toll free number where patients can either by calling or through SMS can avail the necessary information. The challenges the product will face are substantial as the need to improve physical infrastructure to the necessity of providing trained medical personnel is quite high. Indian population too is moving ahead with the time and adapting the technologies. This information system will take our nation to new heights with this latest technology. Apart from these as an intern I was able to learn a lot of things form this project a few of them being like how to do: Sales -- Which I had to when I had to approach various school and try and sale the health line 24*7 .com as a service for the school children provided by the school to the children . Promotion I had to go and take the permissions of various societies of Salt lake for doing small health campaign from the promotion point of view of the health line 24*7.com Area Management The whole Salt lake area was given to me and my team mates and we had to decide upon how we want to work but we had to take care of how we will be able to finish the job given to us keeping in mind the give time line with a fixed target given to us.
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BIBLIOGRAPHY
BOOK MAGAZINE
A step-by-step guide for beginners By Ranjit Kumar Business Today the 2010 Healthcare Business Market Research Handbook Economic Times Healthcare in India, Emerging market report 2007 by PWC
NEWSPAPERS ARTICLE
WEBSITES AND SOURCES

http://www.demographia.com/db-mumbaidistr91.htm http://www.religaretechnova.com/introduction.html http://www.religare.in/About_us.asp http://www.researchandmarkets.com http://www.prlog.org/10844309-recent-study-the-healthcare-system-and-delivery-networkin-emerging-economies.html http://www.pr-inside.com www.wikipedia.com www.investmentcommission.in/healthcare www.economywatch.com http://www.slideshare.net www.healthcare-india-statistics.blogspot.com www.globalpost.com
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QUESTIONNAIRE FOR RESPONDENTS: 1.NAME:

st
2. AGE: (as on 1
June 2012)
a. <20 years b. 20 30 years c. 31 40 years d. 41 50 years e. >50 years
3. ADDRESS: BlockArea-
4. CONTACT NUMBER:
5. No. of family members :
6. Is there somebody in the family with a recurring medical need? a. Yes b. No If yes go to question number 7 else proceed to question number 8.
7. CHRONIC DISEASE:
8. Heard about health line 24*7 earlier- yes or no? 9. Called health line 24*7? a. Yes b. No If YES, proceed to question number 10 or else go to question number 13.
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10.
Mention the number from which you called health line?

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Summer Internship Project

Religare Health Line

Religare Health line

Summer Internship Project

Religare Health Line

And Operation Management

Summer Internship Project

Religare Health Line

Summer Internship Project

Religare Health Line

Summer Internship Project

Religare Health Line

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Religare Health Line

Date: Place: Kolkata

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Sr. No 1 2. Executive summary Introduction I. II.

Health Care Industry Global Picture Health Care industry In India

Conclusion Bibliography Questionnaire

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Religare Health Line

Data collected was analysied and the amjor findings were:

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Facts about the health care industry trends:

Health care industry trends suggests changes in the following spheres:

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US Health care industry-Facts:

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Religare Health Line

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Cost effective operations

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Indian health care industry

2004 64 1582 5.2

2005 64.3 1763 5.3

2006 64.7 1967 5.3

2007 65.1 2216 5.4

2008 65.4 2463 5.4

2009 65.8 2771 5.5

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Compare By Filtering On The Basis Of

Evaluate By Further Screening Criteria

Final Filtration And Selection By

Emergency Response Services

Awards/ Recognition Special Treatments

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