Abstract
Desun Hospital, a private multispecialty hospital in Kolkata, has built a distinctive emergency care model that focuses on speed, specialisation and patient-centred operations. Its deposit-free admission policy, 24/7 specialist coverage, dedicated burns and trauma units, and technology-enabled coordination have established it as a referral destination for critical cases across Eastern India. Having expanded to Siliguri in 2023, Desun now faces the main challenge of scaling its focused model without diluting the culture and commitments that drive its outcomes. The case invites analysis of operations strategy, service quality trade-offs and the conditions under which a focused healthcare model can be replicated successfully.
Additional Information
| Product Type | Case |
|---|---|
| Reference No. | CMHS0051 |
| Title | Desun Hospital, Kolkata: Speed, Specialization, and Scaling in Emergency Care |
| Pages | 31 |
| Published on | Oct 15, 2026 |
| Year of Event | 2026 |
| Authors | Pingali, Viswanath; Roy, Debjit; Nayak, Shanchhith Singh; |
| Area | Center for Management of Health Services (CMHS) |
| Discipline | Human Resource Management, Operations Management, Organizational Behaviour |
| Sector | Health |
| Learning Objective | 1- Understand how a private hospital can use operations strategy, policy design, capacity planning, and staffing, as a source of sustained competitive advantage in emergency care. 2- Analyse the trade-offs inherent in running a 24×7 critical care model, including financial sustainability, redundancy costs, and cross-subsidy dynamics. 3- Evaluate the challenges of scaling a focused service model to new geographies, with reference to standardisation, culture transfer, and human capital development. 4- Assess the role of emerging technologies, including AI, telemedicine, and integrated IT infrastructure, in enabling coordination and quality assurance across a multi-site healthcare network. |
| Keywords | Emergency care, Focused factory, Trauma management, Healthcare systems, Scaling service quality, Kolkata |
| Country | India |
| State | West Bengal |
| City | Kolkata |
| Courses | MBA (PGP), MBA-PGPX, AFP |
| Access | For All |
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