The Situation
A multi-location eye hospital chain in Mumbai was experiencing stagnant growth at 12% year-on-year, despite operating in a high-demand urban market.
Patient acquisition was largely passive, OPD/IPD conversion rates were suboptimal, marketing efforts lacked cohesion, and staff were not actively contributing to demand creation or value-based upselling.
Our Approach
Launched local demand-generation campaigns tailored to each centre’s catchment area
Improved OPD & IPD conversion through process refinement and patient journey optimisation
Overhauled conventional and digital marketing, aligning messaging, channels, and targeting
Conducted focused staff training to elevate patient experience
Built a culture of ethical upselling, aligned with patient needs and services
The strategy focused on creating demand first, then systematically improving conversion and experience.
Why was growth stagnating despite multiple locations?
Demand generation was weak, marketing lacked integration, and internal conversion processes were inefficient.
Did upselling impact patient trust?
No. Upselling was ethical, need-based, and focused on enhancing patient outcomes and experience.
Is this growth model scalable?
Yes. The framework is highly scalable for multi-location hospital chains across metro markets.
The Results
Annual Growth Rate
Increased from 12% to 39% year-on-year
Business Momentum
Overall business growth more than tripled
Patient Conversion
Higher OPD/IPD conversions across locations
Organisational Impact
Stronger team alignment, improved patient experience, and sustained growth mindset
Guide the Process and Solve Problems
A weekly, executive-level decision mechanism to guide the process and solve problems as they arise.
“We wouldn’t have gotten to where we are today without Finovate. The Finovate spent time with us to better understand our processes and where our bottlenecks were.”
