April 2016

HCL Healthcare Raises the Bar


Suresh Sarojani
Chief Technology and Innovation Officer, HCL Healthcare

HCL Healthcare aims to create a new benchmark in primary healthcare in the country by making a positive impact on prevention and management of diseases, and raising the awareness levels of communities, says Suresh Sarojani, Chief Technology and Innovation Officer, HCL Healthcare, in an interview with Arpit Gupta of Elets News Network (ENN)

How has been the journey of HCL Healthcare so far?
HCL Healthcare has been founded to create a positive impact on peoples lives by shifting the focus from disease and treatment to prevention and wellness. Our aim is to create a world class health system by leveraging advances in diagnostics and information technology, and raising the overall standard of healthcare delivery in India in an outpatient setting.

We have completed two years in our business and have built six health centers in Delhi and NCR including one corporate health centre. We have our health centers in Gurgaon, Dwarka, Delhi and Noida. We have already seen more than 20,000 customers.

What facilities does HCL Healthcare offer?
HCL Healthcare centers are designed as outpatient family care centers. We have 6 to 7 core specialties such as Internal medicine, gynaecology, dental, orthopedics, pulmonology, dermatology, ENT etc. We also have visiting doctors for many other specialties. Our proposition is that if a patient walks into our health centre, they should be able to get what they need to manage their conditions and also for long term disease management. We have tied up with Quest Diagnostics to perform lab tests. We have pharmacies in all our clinics. We also have imaging facilities such as ultrasound and x-ray. We have high end medical equipment to perform sleep study and assessments. We also
offer a range of customised health packages in all our centres.

We focus on three aspects clinical quality, service quality and patient engagement. We have received lot of good feedback where patients talk about less waiting time in HCL healthcare, doctors spending lot of time with patients and our staff doing regular follow up. Our Gurgaon centre has become the first multi-specialty family health centre in North India to receive the NABH accreditation while other centres are in process of getting accredited.

We provide seamless appointment facilities for our customers from our website www.hclhealthcare.in.

What is the role of technology in ensuring better healthcare?
Today, everybody is talking about technology innovations in healthcare, which is great, but it is not just the technology which is needed, but the operationalisation of technology. There is no reason to talk about patient engagement, patient portal and mobile apps before having a good Electronic Medical Record system (EMR). We have invested on a comprehensive EMR system deployed in our private cloud. We are focusing on getting the foundation absolutely robust by having an institutionalised process for electronic medical records. We have enabled various clinical processes integrated right into EMR. We are institutionalised the usage of EMR across all stakeholders such as nursing staff, clinicians, general practitioners, fulltime doctors or visiting doctors.

Deployment of electronic medical record helps us to deliver our promise of personalised patient engagement through patient portal and mobile application. Our patient portal and mobile applications are completely integrated with EMR. So, now patients can log in and check their medical records. They can print their personal health records (PHR) or carry it with them in mobile phone. They can track and update their allergies, conditions, medications right from the portal and mobile application, Patients can also message to our clinic staff. We are also launching tele-consult feature which is integrated with patient portal. Earlier, we have done this for our corporate customers and now we will now launch it for broader customer base for clinical follow up and consultations.

Patients appreciate tele-consult because its a big convenience for them for regular follow-ups and to stay in touch with the clinicians. We are also packaging tele-consulting with our products like diabetes management and Healthy heart care packages.

We are also deploying a highly personalised patient engagement and CRM platform where patient receives relevant health information and educational materials from their clinicians.

HCL Healthcare has set up world-class family care centres in Gurgaon, Dwarka, Delhi and Noida…. Gurgaon centre has become the first multispecialty family health centre in North India to receive the NABH accreditation while others are in process.

Brief us about EMR and integration progress in HCL Healthcare.
In other countries like the US, mostly clinical leaders drive EMR implementation and clinical innovation projects, while in India, CIOs drive these projects. In our system, we have clinical leaders sponsoring the EMR project and driving the operations. The process should be designed such that the usage of EMR does not affect clinician productivity and empowers clinicians to provide better care for the patients.

We have integrated the system with laboratory so that lab results come directly to EMR. We have also integrated with drug decision support system to check drug allergies interactions. This increases patient safety as the system checks whether the prescribed drug has an interaction with patient reported allergies. We are building a culture where nurse coordinators support the doctors by asking patient about their medical history and allergies

We work very closely with the hospitals in clinical ecosystem. We have signed MoUs with hospitals to provide continuity of care for our patients. Now that having a good EMR system, it becomes extremely easy for us connect with any hospitals and provide a seamless experience for our patients.

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