Systematically, over two years, Max has moved to understand what patients really want and has put in place programmes to ensure that it delivers this. Rajit goes over in detail a range of initiatives to research real needs and the steps Max has taken to ensure that staff are motivated to deliver this. Rajit, who has over 20 years experience in human resources in India and the USA, looks at how Max is modifying corporate culture as part of a programme that will see Max almost double bed numbers to 5,000.