A PROJECT REPORT ON FUNCTIONING OF A SOCIAL ENTERPRISE (ZHL) M.

COM SEMESTER I

SUBMITTED BY: Miss. GIRISHA.D.PURSHOTAMANI ROLL NO:-.06 SMT.C.H.M COLLEGE, ULHASNAGAR - 421003.

UNIVERSITY OF MUMBAI 2012-2013

Background
It is terms like The Golden Hour and the Platinum Ten Minutes that imply the importance of Emergency Medical Services (EMS) all over the world. It is a well-accepted fact that a patient who receives basic care from trained professionals and is transported to the nearest healthcare facility within 15-20 minutes of an emergency has the greatest chance of survival. EMS is an essential part of the overall healthcare system as it saves lives by providing care immediately.

We are living in a time when the emphasis on preventing damage is greater than ever, the provision of pre-hospital care will be the key to ensure that the lives are not lost due to avoidable circumstances. This acute need to have world class emergency services in India motivated and encouraged five young professionals to start Ziqitza Health Care Limited in May 2005.

Ziqitza Health Care Limited (ZHL)

The name ZIQITZA was derived from the Sanskrit word 'chikitsa', meaning medical treatment and Zigyasa , meaning quest for knowledge. Even our brand philosophy is based on the great thought of Mahatma Gandhi that "saving a life is one of the most rewarding experience a person can undergo in his / her lifetime".

ZHL had been set up with a vision to assist in saving human lives by providing a leading network of fully equipped Advanced and Basic Life Support Ambulances across the developing world. Our vision reflects in our commitment to meet International standards for quality in Emergency Medical Services (EMS) and be accessible to everyone regardless of income bracket. Our values lies in being ethical, being transparent and fostering teamwork.

ZHL was set up by a group of young Indian professionals who, after their education, training and professional employment / entrepreneurial projects in the US and India, realized the acute need for organized and networked Ambulance service in India for saving lives which may otherwise have been lost only for the want of timely medical attention.

ZHL operates the Emergency Medical Response (Ambulance) Services under two

models: Dial '1298' for Ambulance: This model works on principle of cross subsidy wherein the Ambulances are owned by ZHL and are made self sustainable by charging the end user a charge which differ basis on the choice of the destination. The principle of cross subsidy is used wherein:

Full charge to a patient going by choice to a private hospital. Subsidized charge to a patient going by choice to a government / municipal hospital. Free service to accident victims, unaccompanied unconscious individuals and victims of mass casualty incidents.

Currently the Dial '1298' for Ambulance service is operational in Mumbai city, Kerala, Punjab and Bihar. The company plans to expand the service to top 8 metros in India by 2013 .For more details visit www.1298.in. Dial '108' in Emergency (popularly called 108 model): This model is in public private partnership (PPP) with State Governments, this could be either free to patient or on a user fee as per the contract with State Government. The service is provided to emergency victims.

Currently ZHL is operating 860 Ambulances across the state of Bihar, Rajasthan, Punjab, Mumbai, Kerala and Odisha.

Our Vision 'Be the leading Ambulance Service Provider of the Developing world'

Our Commitment

To meet international standards for quality in Emergency Medical Services. To be accessible to all people regardless of income. To be financially self-sustainable.

Our Core Values

Being Ethical Being Transparent Fostering Teamwork

ZHL Medical Council, National

Dr. Paresh Navalkar

Dr. Ajay Desai

Dr. Percy Barucha

Mentor and Guide

Sam Pitroda

Besides the above, we have a team of more than 2700 people, which includes: Staff in Control & Dispatch Operations Support Staff

Doctors/EMT's

Center

Support Staff

Helpers & Drivers

Co Owners

Well known companies from across the globe have invested in ZHL. Here is a brief background of the co-owners:

Acumen Fund Acumen Fund is a non-profit global venture fund that uses entrepreneurial approaches to solve the problems of global poverty. Their investments focus on delivering affordable, critical goods and services like health, water, housing and energy through innovative, market oriented approaches. Acumen Fund was incorporated on April 1, 2001 with seed capital from the Rockfeller Foundation, Cisco Systems Foundation and three individual philanthropists. They believe in dignity and not dependence, choice not charity. They invest in thriving enterprises around the world that deliver both social and financial returns.

Emergency Medical Services Corporation (EMSC) EMSC is the leading provider of emergency medical services in the United States. During 2009, the company has provided services in approximately 13 million patient encounters in more than 2200 communities. They operate around 4000 Ambulances. EMSC through its subsidiaries and affiliated companies provides a wide range of health care services which include:
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Emergency 9-1-1 Ambulance Non Emergency Ambulance Medical transportation Management Fixed Wing Air Ambulance

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Paramedic and EMT Training Disaster Response and many more.

From the above, it is obvious that EMSC is a strategic fit for ZHL in terms of the processes, protocols, training standards etc. Their investment will surely help us set up a World Class Ambulance Company not only in India but also other developing countries.

HDFC Housing Development Finance Corporation (HDFC) was established in 1977 with the primary objective of meeting a social need of encouraging homeownership by providing long term finance to households. It is known for its professionalism, integrity and impeccable service. Trust, Integrity, Transparency and Professional Service are the most important pillars of the brand 'HDFC'

IDFC The Infrastructure Development Finance Company Limited (IDFC) is Indias leading integrated infrastructure finance player providing end to end infrastructure financing and project implementation services. It was established in the year 1997 with a specific mandate to build the nation.

IVFA India Value Fund Advisors (IVFA) was established in 1999 and is one of the most experienced private equity firms in India with USD 1.4 billion under management. They partner with entrepreneurs and management teams to build valuable, enduring and socially responsible organizations.

Strategic Partners

The International Centre for Emergency Technologies (ICET) based in the Netherlands is a globally respected institute for risk, crisis, disaster management. ICET provides management assistance to ZHLs operation when deemed necessary.

The London Ambulance Service (LAS) is the largest metropolitan emergency Ambulance service in the world to provide Emergency Medical Service that is free to patients at the time they receive it. Total of 4,000 staff, covers 7 million people in an area of 620 sq miles and deploys 400 Ambulances at any point of time attending 1million of calls per year, or 3,000 per day. LAS provides extensive support to ZHL in the following manner:
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Training support to ZHL team Staff Exchange program to strengthen each other Transfer of special expertise.

The New York Presbyterian Emergency Medical Service (NYP-EMS) is the largest hospital based Ambulance service in the city of New York, and has one of the largest participants in the New York city 911 Emergency System since 1981. NY-EMS provides processes, protocols, consultancy and training support for ZHL in the field of Ambulance and Medical services.

The American Heart Association (AHA) is a non-profit organization in United States that provides appropriate cardiac care in an effort to reduce disability and deaths caused by cardiovascular disease and stroke. Lifesupporters Institute of Health Sciences, Ziqitzas training arm, became one of the 10 International Training Centres for AHA in October 2006.

ZHL is known for the high ethical standards that have always been upheld both in India and globally. The numerous awards and recognitions, both national and international, that we have received over the years stand testimony to our track record. We are proud of the acknowledgement received on various award platforms for our commitment to saving lives:

Spirit of Humanity Award, 2012 was awarded to ZHL on 7th April 2012 ZHL awarded with Continuity & Recovery Initiative in Public Interest 2011 Award on 26 September.

Jaagratha 2011 Award awarded to Dial 1298 for Kerala on 22 September 2011

Vocational Excellence Award (Rotary Club) was awarded to Radheesh V Head Projects in 2011. Excellence in Social Enterprise award to Sweta Mangal by ZEE TV on 8th March 2011

Tata Group and TiE conferred the Tata TiE Stree Shakti Award to Ms. Sweta Mangal for leading Dial '1298' for Ambulance in 2009

ZHL was awarded the 'Special Recognition' for the outstanding work in Mumbai during 26/11' and 'Continuity & Recovery Initiative of the Year in Public Interest' award for the 1298 First Responder Program by BCI and Deloitte- 2008

Receives Godfrey Philips Bravery Award for Social Act of Courage from Pratibha Patil in 2007 Times Foundation Recognition Award for Life Saving Service 06- 2007 Selected for the prestigious Global Social Benefit Incubator Program (1 to 20 Social Entrepreneurship Projects from around the World) Nominated for ET Now Leap of Faith Awards in 2010 Semi Finalist in Social Entrepreneur of the Year Award India 2008 by Schwaab Foundation

Semi Finalist in the Marico Innovation Award 2007 Nominated for Asia 21 Public Service Award 2007 Shortlisted for the BCI Continuity and Resilience Award by Deloitte in 2009 Selected for the prestigious Global Social Benefit Incubator Program (1 of 20 Social Entrepreneurship Projects from around the World) Case Study at:
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Yale University Harvard Business School Oxford University Said School Columbia Business School University of Michigan

Our presence We have launched our Ambulance services in various parts of India in order to reach out to the different sections of the society in times of emergency needs. ZHL has always believed in providing world class service in terms of training, technology or people to ensure 100% customer Our Ambulance service is defined by following advantages:

service.

We provide 24x7, 365 days EMERGENCY MEDICAL SERVICE. We provide a common toll number accessible from any landline or mobile by any service provider. For Dial '108' in Emergency, the call charge is free for both landline and mobile for public.

Our Control Room is supported by Technology including latest telephonic switch with computer telephonic integration, integrated with Automatic Vehicle Location and tracking system GIS and GPS to locate Ambulances nearest to victim and further nearest appropriate hospital.

Our training arm Lifesupporters Institute of Health Science (LIHS) the International Training Centre of the American Heart Association train our Doctors/EMT/Drivers and Helpers on board on First Aid and Basic Life Support (BLS) techniques enabling them to do the needful to bring patient into stabilized mode, First Aid and other prehospital care to patient in the Ambulance.

Our Ambulance business operates both in B2B and B2C category. The B2B category is with government we are the operator for the Ambulance services. The brand used is Dial '108' in Emergency. This service is in Bihar, Rajasthan, Trivandrum and Punjab. While B2C brand is called Dial '1298' for Ambulance operating only in Mumbai and Kerala.

We provide two types of Ambulance Services:

Advances life support (ALS) / Cardiac Ambulance Basic life sup port (BLS) Ambulance BLS VS ALS Medical Equipment Defibrillator Cum Monitor (E. C. G/ Heart Rate) Ventilator Syringe Pump Oxygen Cylinder Pulse Oxymeter Resuscitation kit Suction Machine Nebuliser BP Apparatus Stethoscope ALS BLS

Patient Carrying Equipments Collapsible stretcher Scoop Stretcher & Spine Board Canvas Stretcher Stair chair cum Wheel chair Splints Medicines & Consumables Rescue Tools

ALS

BLS

The ALS Ambulances are equipped with emergency kit, emergency medicines and life saving equipments which can make a difference in saving a life during an emergency. Our train our doctors/EMT/Drivers and helpers board on the Ambulance on First Aid and Basic

Life Support (BLS) techniques enabling them to do the needful to bring patient into stabilized mode, First Aid and other pre- hospital care to patient in the Ambulance. Our social initiatives We provide two types of Ambulance Services:

Advances life support (ALS) / Cardiac Ambulance Basic life sup port (BLS) Ambulance BLS VS ALS Medical Equipment Defibrillator Cum Monitor (E. C. G/ Heart Rate) Ventilator Syringe Pump Oxygen Cylinder Pulse Oxymeter Resuscitation kit Suction Machine Nebuliser BP Apparatus Stethoscope ALS BLS

Patient Carrying Equipments Collapsible stretcher Scoop Stretcher & Spine Board Canvas Stretcher Stair chair cum Wheel chair Splints Medicines & Consumables Rescue Tools

ALS

BLS

The ALS Ambulances are equipped with emergency kit, emergency medicines and life saving equipments which can make a difference in saving a life during an emergency. Our train our doctors/EMT/Drivers and helpers board on the Ambulance on First Aid and Basic Life Support (BLS) techniques enabling them to do the needful to bring patient into stabilized mode, First Aid and other pre- hospital care to patient in the Ambulance.

In the last few years, Mumbai which was considered as one of the safe cities for women was seeing a sea change in this perception. In Dec 2008, the shocking incident of 2 women being molested in front of a five star hotel, raised lot of eyebrows and a desperate need was felt of a helpline facility which provides 24*7 support to women in distress. The same thought was reinstated by The Sheriff of Mumbai Dr. Indu Shahani who in an interview expressed the need to have a helpline and we at Dial '1298' for Ambulance, approached her to provide the service. Thus on 28 January, 2008 '1298' womens helpline was launched with the assistance of leading 10 NGOs. The facility was by calling 1298 (which is also an Ambulance number), women in distress would be directed to relevant NGOs who will counsel and provide the assurance as per the need of the caller. The '1298' Women's Helpline initiative is sponsored by Ross Group.

Every day we hear that crimes against senior citizens are rising in Mumbai. They easily become the soft targets of their own relatives and children as they become helplessly weak due to old age and no longer have the vigor to fight back for justice. To address these issues and provide some relief to the senior citizens of Mumbai, the Nargis Dutt Memorial Charitable Trust along with Dial '1298' for Ambulance launched a 24 x 7 Senior Citizens Helpline at a function held on 10th May 2010 which was attended by Chief guest Asha Parikh along with guest of Honour D Sivanandan, Mrs. Priya Dutt, Honourable Member of Parliament.

The '1298' Senior Citizen's Helpline is working closely with 10 prominent NGOs dealing with senior citizens to act as a bridge between them. Any senior citizen requiring assistance can dial 1298 from a landline or a mobile phone which will connect them to a counselor who is available 24 x 7 to assist them.

In the last few months we have received more than 30,000 calls from senior citizens and women, where most of the calls were related to harassments in hands of their family members or friends or seeking Legal and/or property maintenances.

Our Training arm known as Lifesupporters Institute of Health Sciences (LIHS) is a world class institute which is the training arm of the Dial '1298' for Ambulance Service. LIHS was created by a team of doctors, with a mission to build a cadre of trained EMERGENCY MEDICAL SERVICE Professionals. Over the years, LIHS has forged partnerships with the London Ambulance Service, New York Presbyterian EMS, American Heart Association, University of Mumbai, Times Centre for Disaster Management, D. Y. Patil University and P. D. Hinduja National Hospital. LIHS has trained over 300 registered medical practitioners in PGDEMS (Post Graduate Diploma in EMERGENCY MEDICAL SERVICES), over 1000 doctors and nurses in ACLS (Advanced Cardiac Life Support) and ITLS (International Trauma Life Support) and over 10,000 non medical personnel in First Aid and BLS.

Medical emergencies can happen unexpectedly be at your home, your office or even while you are walking to buy your groceries and can vary from a small injury to heart attack to a fatal road accident. When an injury does take place, whether it is to ourselves or a fellow employee, knowing what to do and being able to react quickly can limit the severity of the injury or even prevent a death. Therefore the importance of Health education is not only during terror attack but also in our daily lives

Creating Awareness about health life is a big challenge, especially in the country like ours where a large part of population are illiterate and without any access to mass media. And the crux of the problem is that this population is more in need of awareness.

Ziqitza Health Care Limited organizes Free Health Check Up Camps at various touch points like parks, temples, housing societies to spread the awareness of importance of health. This camp includes blood sugar test, blood pressure, pulse rate check and general consultancy. This initiative is hugely appreciated and liked by people who underwent the check up. So far we have done the health check up of over lakhs of people, we are looking forward to spread the word and make India a healthy place to reside.