The Situation
A multi-location eye hospital chain in Delhi was performing high volumes of cataract surgeries, but the average ticket size was limited to ₹24,450 per case.
While advanced IOL options and premium care were available, patients were not fully understanding the value of these upgrades. Counselling lacked structure, tools were basic, and premium pathways were not clearly defined—resulting in lower yield per patient.
Our Approach
Trained counsellors on structured, ethical upselling
Introduced advanced counselling tools and simulators to improve patient understanding
Designed premium care pathways with clear value differentiation
Enabled doctors to lead value-based conversations during consultations
The strategy focused on education-led premium adoption, not price pushing.
Why was the average ticket size low initially?
Patients lacked clarity on premium options due to unstructured counselling and limited visual aids.
Did upselling affect patient trust?
No. Upselling was education-driven and focused on matching patient needs with suitable care options.
Is this premium strategy scalable?
Yes. The framework can be replicated across single and multi-location eye hospitals.
The Results
Average Ticket Size
Increased from ₹24,450 to ₹38,500
Revenue Yield
Delivered a 57% increase in yield per cataract patient
Premium Adoption
Higher acceptance of advanced IOLs and care packages
Patient Experience
Clearer decision-making and improved satisfaction
Guide the Process and Solve Problems
A weekly, executive-level decision mechanism to guide the process and solve problems as they arise.
