In the ever-evolving landscape of healthcare in India, the expectations of patients and their families have undergone a significant shift over the years. With a career spanning 16 years in the field, I’ve witnessed firsthand the remarkable transformation taking place within healthcare providers as they strive to meet and exceed these evolving expectations.
When I moved to Bangalore from the US in 2009, I was struck by the stark contrast in how a patient’s healthcare journey, particularly in oncology, was documented. Compared to my previous experience in the U.S, where patient files were meticulously detailed and comprehensive, the documentation here left much to be desired. Recognizing the critical role of documentation in improving the quality of care, I made it my mission to address this gap head-on.
My journey began with advocating for better documentation practices, a task met with initial resistance from some quarters. Using data, we were able to demonstrate to clinicians where they stood almost like a report card which gave them the insight to improve the way they documented the patient treatment journey. Eventually we implemented electronic medical records (EMRs) that comprehensively document the patient’s journey from diagnosis to treatment and beyond. Leveraging AI and personalized care approaches, we have ushered in a new era of value-based medicine, tailored to each patient’s unique needs. But documentation was just the first step. We recognized that the patient’s experience encompasses every aspect of their journey, from the moment they enter our facility to their follow-up care. By focusing on reducing waiting times, enhancing doctor-patient interactions, and prioritizing follow-up procedures, we’ve worked tirelessly to elevate every touchpoint of the patient’s experience.
Central to our success has been the invaluable feedback we receive from patients. From traditional paper-based surveys to digital platforms and online reviews, we’ve embraced a multifaceted approach to gathering feedback. The Flagship Unit of HCG KR received over approximate 200 feedback responses back in 2009. Today, because of our focused strategy on feedback across the HCG Group we have gathered 41,692 patient feedbacks forms. The number of Google reviews for PAN HCG is 92,468 reviews. HCG’s multi-platform patient feedback system truly exemplifies our commitment to constantly striving to improve the quality of care for our patients receive. This feedback loop has been instrumental in driving continuous improvement across all facets of our operations. One notable outcome of this feedback-driven approach has been the newfound recognition of the entire medical team, particularly nurses. Once overlooked, nurses are now celebrated for their invaluable contributions to patient care. Through ongoing training and support, we’ve empowered senior nurses to take on expanded roles, bridging the gap between nursing and medical care.
As we gaze into the future, our mission remains resolute: to redefine the paradigm of healthcare delivery in India. Armed with patient feedback as our north star, we march steadfastly towards a future where every patient receives care of the highest caliber – a standard befitting our own kin. This commitment to excellence isn’t just a pledge; it’s the clarion call that will reverberate across all aspects of healthcare, ushering in an era of unparalleled healing and compassion. Together, let us forge a path where healthcare isn’t just a service but a testament to our collective humanity, illuminating the lives of all who seek solace in its embrace.
