MEDIHELP HOSPITALS
Q: What is Medihelp Hospitals’ business model based on – and which segment of the market does it cater to?
A: Medihelp mainly focusses on outpatient healthcare services while a small share of the business comprises inpatient services.
Having commenced as a medical laboratory, we now operate in 13 locations including Horana, Moratuwa, Homagama, Piliyandala, Kalutara, Beruwela, Bandaragama, Mathugama, Ingiriya, Bulathsinghala, Panadura and Wethara.
With 10 entirely automated labs equipped with the latest international standard diagnostic equipment, six fully stocked pharmacies, six digital X-ray units and five outpatient departments (OPDs) and emergency treatment units (ETUs), as well as dental clinics, physiotherapy centres and other medical speciality units, Medihelp Hospitals is a network of private hospitals and medical centres in the Western Province.
All of the country’s large-scale healthcare operators are concentrated in Colombo; we focus on offering the best quality healthcare at affordable prices to those in the suburbs with the desire and ability to seek quality healthcare services.
Q: Could you outline the organisation’s mission where the healthcare sector is concerned?
A: Our primary mission is to provide access to quality and affordable healthcare to all Sri Lankans.
In the local market, we often observe that quality healthcare services are not affordable and accessible to the masses. Moreover, what is affordable isn’t always acceptable when it comes to quality although there are a few outliers.
We are striving to bridge this gap by bringing our services to underserved markets, thereby improving access to quality and affordable healthcare services for the masses.
With diagnostic services and consultation services serving as our core strength, Medihelp is geared, able and driven to provide the same features, luxuries and quality as the large-scale players in Colombo but within the reach of people in the suburbs.
Q: What does Medihelp Hospitals do differently to other players in the market to increase customer satisfaction?
A: We value long-term retention over short-term gains, and prioritise customer lifetime value, loyalty and strong relationships. To achieve this, we’re always on the lookout to solve customer problems.
For example, having identified that the waiting time for doctors’ appointments is a major pain point for many outpatients, we recently deployed a system that offers transparency and prevents having to queue. When an appointment is scheduled, the customer receives an SMS with a link through which he or she can see the consultant’s ongoing patient numbers.
We’ve already rolled out this initiative in five locations, and observed increased customer satisfaction and better capacity management. We strive to continue working on similar technological and operational enhancements, which will improve customer convenience and ensure long-term retention.
Q: How have the entrepreneurial family roots impacted the business, in your assessment?
A: Medihelp was founded in 1985 by my parents who are both professional medical laboratory technicians and still work for the company.
My mother Sunanda Wijesiriwardana is the Director of Laboratories and my father Leslie Wijesiriwardana is the Executive Chairman. My two elder brothers – who are doctors as well – function as board members.
It is a major strength to have the entire family contributing to the business with each person adding his or her own expertise to our operations. With the business gradually being transferred to the second generation, there has been growth in capacity; and we have also brought in more external professionals to strengthen the management team and drive the expansion of Medihelp.
Balancing the interests of the family and business can be challenging but we believe that one benefits from the other, thereby strengthening both.
Q: In what ways does the organisation look to capitalise on collaborations?
A: Establishing the right partnerships is vital to growth. We have formed mutually beneficial partnerships with several parties, the first of these being Vision Care.
This is a relationship that has prospered over time and we have the company operating in four branches. It helps offer the best in optical care to our customers while we support our partner with access to suburban markets.
We recently also signed up with My Dentist to establish dental clinics in our branches, the first of which was launched in our Piliyandala centre.
Q: What are the main challenges that you have identified in this line of business?
A: Given the expansion drive of Medihelp Hospitals, the main challenge is finding the right real estate at the right price. The organisation is keen to expand its presence in the suburbs but the appropriate location has to be complemented by a sizeable target group.
Another challenge is finding skilled staff. While we invest in employee upskilling, there’s always a gap between the required and available skills.
Additionally, we’re always on the lookout for digital technology to streamline processes and provide a seamless customer experience across our network. Given that we operate on multiple platforms specialised for different service lines, it has been challenging to integrate the disparate systems.
