Archna Gupta
Regional Patiengt Experience Head (SW), Fortis Hospitals
Karnataka, India
Currently working at Fortis Hospitals in the capacity of Regional Patient Experience Head for their South & West Region having 10 Corporate Hospitals in Bangalore, Mumbai & Chennai
16 years of proven track record in the Hospitality Industry and 4.5 years in the Healthcare Industry
Worked with Taj Group of Hotels for more than 16 years, having last assignment as Regional Business Excellence Manager for more than 21 hotels in the states of Andhra Pradesh, Tamil Nadu and Kerala, before moving on to Healthcare Industry by joining the Manipal Hospitals as Head – Customer Experience (Pan India) having 10 Corporate Hospitals in India and 2 in Malaysia. After 3 years of successful stint at Manipal Hospitals moved on to a larger group in the Healthcare Industry – Fortis Healthcare.
Major accomplishments includes:
a) Tata Group Resource as Certified Assessor for TBEM. One amongst the 7 external assessors in the entire Taj Group of Hotels and only the second one who got the privilege of assessing six companies from various industries
b) Conducted External Assessment for six companies of TATA group from various industry verticals.
c) CMO Asia Healthcare Excellence Award 2015 for “Innovation in Quality of Service Delivery” – for Customer Feedback System at Manipal Hospitals
d) CMO Asia Quality Excellence & Leadership Award 2015 for “Best Process Improvement Project” – for OPD Appointment Scheduling & Management at Manipal Hospitals
e) Shortlisted for Jury in FICCI Healthcare Excellence Awards 2014 for “Customer Service Improvement” while in Manipal Hospitals
f) Manyata Awards for Best Projects in Customer Feedback System and OPD Appointment Management System at Manipal Hospitals Annual Award Event
Other Pursuits:
a) Part time faculty for Art of Living Foundation – world’s largest volunteer based, humanitarian and educational non-governmental organization (NGO)
b) Adopted a village in A P to work on the various aspects – market linkages for the weaver’s community, unemployed youths, water scarcity, health & alcoholism