New generation is focused on giving back to society

The philosophy behind SP Fort’s experience?

​

Ans: We are a guest-centric organization, and our philosophy is simple: no one wants to come to a hospital. Our aim is to ease the visit and make the treatment journey less taxing for the guest—both mentally and physically. This experience begins the very moment a person enters our premises.

 

Each new hospital comes with a different level of comfort and patient experience?

​

Ans: Comfort in a healthcare organization is key. Patients should not feel like they are merely being treated—the idea is to make them feel healed. For example, from the moment you enter the hospital, everything from the aesthetics to the architecture is designed to be guest-centric.

We have introduced the concept of a “cluster OPD”, where guest movement is minimized by ensuring that all investigations related to a specific department are available within the same premises. We have also carefully curated a wholesome and healthy food and beverage menu for our guests, significantly enhancing their experience. In addition, our IP rooms and ICUs are designed to allow ample natural sunlight, creating a more positive and healing environment.

 

Do you give patient experience a special place from the planning stage?

​

Ans: The journey began in 2017 with the aim of building a world-class facility in the heart of Trivandrum. Before finalizing the plan, we visited around 40 hospitals globally to learn and benchmark best practices. We ensured that international standards, such as JCI, were followed during construction—so that every guest receives a truly world-class experience.

 

Why are all the communications focused on the “feel-good” aspect of the patient? Is there any particular thought behind this?

​

Ans: We focus on the physical, mental, and emotional well-being of every guest. This is achieved by engaging with the guest and their family at different levels, ensuring that they realize the journey is customized and individually curated. From food and beverage to housekeeping to nursing care—every detail is designed to provide comfort and satisfaction.

 

What defines your motto?

​

Ans: Our motto, “YOU FIRST, ALWAYS,” means we always put the guest first. This goes beyond treatment—it reflects a holistic approach to care, ensuring that every aspect of the guest’s journey is prioritized.

​

What drives your organization – is it business? Is it patients? Is it doctors?

​

Ans: The idea is to create an organization with a top-notch work ethic. Once we build an excellent workplace environment, the quality of services delivered will naturally be exceptional. We do not focus on short-term goals; our aim is to consistently pursue excellence in everything we do.

 

What changes are the next generation of leaders bringing on board to SP Fort Group?

​

Ans: I am a third-generation healthcare entrepreneur, and I strongly believe in the ethics and ethos passed down by my grandfather and father. Times may have changed, but the commitment to give back to the community remains the same. We have been serving for more than a quarter of a century, and our focus has always been on working for the community. We will continue to build on that trust and strive for excellence.