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Walberto Kennedy

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Aug 2, 2024, 9:07:58 PM8/2/24

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Aster DM Healthcare Limited is a multinational for-profit private hospital network founded by Azad Moopen in 1987. The company has its corporate headquarters in Dubai, UAE, and is registered in Bangalore, India. Aster DM Healthcare currently operates hospitals, medical centres, diagnostic centres, laboratories and pharmacies in six GCC countries and India. The corporation works in a variety of economic sectors through its brands Aster, Medcare, and Access.[6][5]

Aster DM Healthcare was founded in 1987 in Dubai, the United Arab Emirates, by Azad Moopen, a doctor turned entrepreneur. The company is a private sector healthcare provider in the Middle East. The India registered healthcare conglomerate covers an array of healthcare verticals, including hospitals, clinics, pharmacies and healthcare consultancy service.

In May 2011, Aster DM Healthcare opened its first medical centre in Sharjah, United Arab Emirates. The new centre was officially inaugurated by the veteran Indian play back singer K. J. Yesudas and various guests from the Government of Sharjah and Ministry of Health.[7]

In February 2013, Aster DM Healthcare announced the interest of investing in the Philippines' healthcare sector. Initially, the company would start with the establishment of pharmacies and possibly hospitals in the later time. Moopen told reporters in a press conference for the launch of the DM Healthcare Foundation Philippines Inc., which is providing free paediatric cardiac surgery to at least 50 Filipino children in two years.[8] In December, they launched its fifth Access Clinic in Jebel Ali Free Zone, or Jafza South, aimed at catering to the day-to-day healthcare needs of the employees in the neighbourhood.[9]

In April 2014, the company announced the plans to establish help desks in Oman for 2 separate campuses of Aster Medcity, South Asia's largest quaternary care hospitals being set up in Kochi and Thiruvananthapuram in Kerala, India.[10]

In August 2016, the company took over Kavery Medical Institute, Bangaluru, upgraded and renamed it as Aster CMI Hospital, Bangaluru. The facility has 509 beds and multiple centers of excellence. It was inaugurated by cricketer Sachin Tendulkar on 27 August 2016.[18]

In August 2021, Aster DM Healthcare announced further expansion plans in India. Moopen told the PTI that the company would invest about Rs 235 crore in India to add 411 hospital beds in the next 18 months.[20] As of June 2022, Aster DM Healthcare operates 16 hospitals in India.[21][22]

In March 2022, Aster opened an AI research lab at the Indian Institute of Science campus in Bengaluru. According to Aster DM Healthcare, initially the focus of the facility would be research and development of AI tech for neurology.[26][27]

In 2012, Olympus Capital Holdings Asia bought a minority stake in Aster DM Healthcare for about $100 million. The company did not reveal the size of the acquired stake. However, they announced that Olympus Capital Holdings is now Aster DM Healthcare's largest external investor and that its nominees will join the company's board.[30] In May 2014, Olympus Capital Holdings Asia invested another $60 million into the company.[31]

At Aster Hospital in Qatar we continue to follow the highest level of safety precautions as we treat our patients in Aster clinic in Qatar. We are strictly adhering all mandated protocols, to keep you and your family safe & healthy.

As the best clinic in Doha, our facilities have won several certifications. including a Quality department led by experts in hospital quality management, which ensures that each and every facility not just maintains but also upgrades its quality standards, time and again.

We firmly believe that focussing on outstanding clinical outcomes and curating the right environment for healing are the key factors required for patient-centric healing. It will be these two factors that power exponential growth.

Getting the right nutrition can help speed treatment and prevention includes healthy immunity. Tuberculosis (TB) is an infectious disease caused by the bacterium Mycobacterium tuberculosis (MTB). Tuberculosis generally affects

Aster Clinic is one of the best clinics in the UAE providing the best healthcare services. When Aster multispeciality clinic took its first infant steps in 1987 towards ushering in qualitative changes in medical services, little did we know that it would become one of the largest and most widespread network of clinics across the Middle East. We have spent the last 3 decades strengthening and evolving the brand, which has now become synonymous with high quality and excellent service across the communities we serve.

Not only is Aster medical speciality clinic one of the biggest integrated networks in the region, but it has also successfully reshaped the healthcare landscape across the neighbourhoods that it operates in. Putting the patient at the core of our operations, we have developed robust quality standards, enhanced professional expertise and spacious infrastructures to render the most comfortable and satisfying experience.

Bringing together these elements, we have set the benchmark for healthcare in the region. As the years have gone by, we have added more centres to keep up with the demand generated by the trust placed in Aster Clinic; a trust that is growing alongside the centres.

Aster Clinics, part of GCC's leading healthcare provider Aster DM Healthcare, is recognized for its commitment to customer experience, particularly in Service Excellence. Over the last 37 years, Aster Clinics has been committed to serving its customers and has consistently taken measures to enhance service standards across multiple touchpoints across their network of clinics in UAE, Oman, Qatar and Bahrain. With a wide network of 80+ clinics and in addition supported by the myAster - super app, Aster Clinics has taken a significant leap in creating an omnichannel experience for its customers. Aster Clinics has also continued to expand and enhance its service portfolio for corporates through innovative initiatives like building state-of-the-art in-house clinics, tailormade health and wellness programmes and providing in-depth organization health insights that lead to improved employee satisfaction and well-being. Aster Clinics aims to position itself as the preferred healthcare partner of choice for the corporate world.

Emphasizing the importance of customer experience, Dr Sherbaz Bichu, CEO, Aster Hospitals and Clinics, UAE, Oman, and Bahrain said Enhancing the experience of our patients and corporate clients is not just a goal; it's our standard. At Aster Clinics, we are committed to setting the bar high for service standards. We believe that every interaction with a patient is an opportunity to make a positive impact on their well-being. By consistently exceeding expectations, we not only provide top-notch healthcare but also create an environment where trust and satisfaction thrive. Our dedication to setting high service standards reflects our unwavering commitment to the health and happiness of those we serve."

By implementing innovative initiatives like M.A.G.I.C (Make A Great Impression on Customers), Aster Clinics has significantly elevated its Service Levels to set a new industry benchmark. Focused on listening, addressing, adopting, and measuring - Aster Clinics' Customer Experience (CX) Strategy, employs a Six Sigma methodology, addressing real on-ground issues through cross-functional collaboration. Key business metrics such as NPS Score, Google Rating, reduction in Call Back Requests (CBR), Front Office Attrition, and patient wait time have been meticulously measured, culminating in a transformative customer journey. The organization also captures the Voice of Customer, Voice of Employee and Voice of Physician to enhance the process to achieve Patient Satisfaction.

The dedication to achieving service excellence at Aster Clinics has produced noteworthy outcomes, including an all-time high NPS (Net Promoter Score) of 83, along with an impressive Google rating of 4.67 based on 80K+ reviews. Furthermore, a substantial 22 per cent reduction in Call Back Requests (CBRs) demonstrates the efficacy of the First Call Resolution approach and goes a long way in driving patient satisfaction.

One of the most important outcomes has been an exceptional Compliment to Complaint ratio of 29:1 which reflects the positive impact of service initiatives, coupled with an impressively low Complaint Incident Rate of 0.04. These results underscore the tangible success of Aster Clinics in delivering outstanding customer experience.

Nitin Navish Gupta, CEO, Aster and Access Clinics added: "Continual improvement is not just a philosophy at Aster Clinics; it's our unwavering commitment. Initiatives like Mission MAGIC have played a pivotal role in our journey towards service excellence. The impressive metrics such as our all-time high NPS of 83 reflect our dedication to providing unparalleled customer experiences. At Aster Clinics, we believe that every metric tells a story, and ours is a story of excellence, engagement, and the relentless pursuit of delivering the best for our patients."

With a workforce comprising more than 2000 employees hailing from over 100 nationalities, Aster Clinics, proudly caters to extensive patients with a compelling track record of achievements and a commitment to customer experience, Aster Clinics solidifies its position as a leader in service excellence within the healthcare industry for the corporate and consumer world.