Tele-Ophthalmology – Fixing Rural Eyecare Problem Through Operational Excellence

Case Solution

Haritha Saranga
Indian Institute of Management-Bangalore ()

The case speaks of the establishment and implementation of a public-private partnership (PPP) between the government of Andhra Pradesh (GoAP) and Apollo Tele Health Services, the telemedicine arm of one of the largest hospital chains in India, to provide free teleophthalmology services. in rural areas they offer the population of the state of Andhra Pradesh (AP), in southern India, the use of technology. The PPP is called “Mukhyamantri eEye Kendram (MeEK)” and its goals are (i) ophthalmic diagnosis and (ii) free glasses for needy citizens of the state. As part of the PPP, Apollo renovated 115 vision centers in 13 counties across the state and launched the MeEK project in February 2018. Apollo created a group of 30 ophthalmologists to perform remote diagnostics from a remote location; hires a supplier to manufacture and deliver glasses; and designed and developed electronic health record (EMR) software to seamlessly integrate all parties involved in delivering these services. However, after the introduction of MeEK, Apollo faced several challenges related to customization and integration of the software, as well as supplying glasses, as the demand far exceeded the capacity of the supplier. As a result, Apollo did not meet the key performance indicators (KPIs) set by the government and began to pay fines. The case provides students with the opportunity to analyze various operational trade-offs such as cost, quality, diversity and speed in a limited capacity environment and identify opportunities for improvement without sacrificing one performance indicator for another.

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