Shouldice Hospital
Decision Case #13
Shouldice hospital offers an enriched and comfortable experience for patients accepted into the program for hernia operations. As soon as they arrive at the hospital they are interacted with very closely. Administrators and surgeons spend time with their patients prior to the operation to ensure that their needs are met and that their stay at Shouldice is a comfortable and successful one. After a normal hernia operation at a hospital or another institution, patients are encouraged to check out, whereas Shouldice recommends a resting period for up to four days to recover fully, with the help of on-site nurses. This four day period is also a small vacation for patients, which after any surgery is important in the healing process. The hospital encourages patients to exercise and interact with other patients going through the same experience to enforce that this surgery can be a pleasant one. Shouldice offers a more committed involvement with the patient compared to a normal hospital, which is why they excel in their specialty, with the statistics to prove it.
The target group of customers is males and most commonly come from the 41+ age group. Females and younger patients are very rare (Exhibit 3). Most of the patients at Shouldice are from outside the greater Toronto area. The success rate and the patients’ experience at Shouldice have proven that word of mouth is the best advertisement, rather than a recommendation from a personal doctor.
The process in which the benefits of Shouldice are delivered is very standard and reoccurring. The process begins with a patient being diagnosed by mail or in person using a medical information questionnaire. Based on the information in the response, both doctors and surgeons determine whether or not the patient has a hernia, or if there are other factors such as body weight or any underlying medical conditions that may signal risks associated with the surgery. Once all medical history
Shouldice hospital offers an enriched and comfortable experience for patients accepted into the program for hernia operations. As soon as they arrive at the hospital they are interacted with very closely. Administrators and surgeons spend time with their patients prior to the operation to ensure that their needs are met and that their stay at Shouldice is a comfortable and successful one. After a normal hernia operation at a hospital or another institution, patients are encouraged to check out, whereas Shouldice recommends a resting period for up to four days to recover fully, with the help of on-site nurses. This four day period is also a small vacation for patients, which after any surgery is important in the healing process. The hospital encourages patients to exercise and interact with other patients going through the same experience to enforce that this surgery can be a pleasant one. Shouldice offers a more committed involvement with the patient compared to a normal hospital, which is why they excel in their specialty, with the statistics to prove it.
The target group of customers is males and most commonly come from the 41+ age group. Females and younger patients are very rare (Exhibit 3). Most of the patients at Shouldice are from outside the greater Toronto area. The success rate and the patients’ experience at Shouldice have proven that word of mouth is the best advertisement, rather than a recommendation from a personal doctor.
The process in which the benefits of Shouldice are delivered is very standard and reoccurring. The process begins with a patient being diagnosed by mail or in person using a medical information questionnaire. Based on the information in the response, both doctors and surgeons determine whether or not the patient has a hernia, or if there are other factors such as body weight or any underlying medical conditions that may signal risks associated with the surgery. Once all medical history