Over the past two days, I got a glimpse of what makes a great brand…
- Efficient, well informed and well behaved staff
- Experts
- Quality in technology and applications
- Resourcefulness
- Super quick service
- Empathy towards the customer
I am talking of Wockhardt Hospitals…
What a Heart 
Wow… what an experience… no, it may sound like am talking of some hospitality brand… and while the past few days have been a tad harrowing personally, but somewhere just being in Wockhardt was an assurance and a feeling that they are going to make everything right… at least they will try their best.
So my Mother – in – Law (MIL) fell ill with a mild stroke … yeah, mild for sure, but a stroke is a stroke is a stroke and it’s not the most comforting of news when you are all by yourself without family in a city with no known doctors or medical practitioners. And as if by destiny, Wockhardt happened to be right next to my workplace. So I just rushed my MIL there and that’s where I had a rendezvous with ‘Dedication’.
Not only was the Cardiologist a thorough gentleman, but was empathetic, had a great ear to hear out, made some good observations that were authenticated by the medical reports done later… and he was around till my MIL left the hospital guiding me through everything. Then of course were the nurses, the dieticians, the on-duty doctor, the peon, the liftman, the security personnel, the administration… they all seemed to be bound by a common pledge… a pledge for Customer Care!
If they did not have a specific arrangement within the hospital premises, like the CT scan, they had her sent to a diagnostic centre with complete care and arrangements and helped me get the reports on time. They all networked amongst themselves so well, that you would wonder, when???
And then I thought the hospital bills would be sky rocketing… but I was in for the biggest surprise when I saw the bill too… and that was not like a private hospital…no ways like a private hospital…it was humane… it reflected a sincerity towards the patient, an oath of service and an intent to see through the patient to better-ness without any harassment…
Wockhardt… A Hospital with a HEART
