In a landscape where patient-centric care often falls short, healthcare leaders are increasingly turning to hospitality principles to bridge critical gaps in the industry. In this exclusive interview, Archna Gupta, Group Head of Operations & Service Excellence for Preventive Health at Apollo Hospitals, shares her insights with Dr. Asawari Savant from Elets News Network (ENN). Edited excerpts

What inspired your transition from hospitality to healthcare operations that integrates practices followed in hospitality? How did this shift impact your professional perspective on patient care and service excellence?

My journey from the hospitality sector to healthcare was driven by a profound desire to extend the principles of service excellence beyond traditional hospitality settings into a domain where these principles can profoundly impact well-being and quality of life. During my tenure at the Taj Hotels, I witnessed firsthand the extraordinary commitment to customer centricity that emerged during critical moments, such as the 26/11 terrorist attack. Employees displayed remarkable bravery, often risking their own safety to protect guests. This deep-rooted culture of care, empathy, and personalization resonated deeply with me. I realized that these principles could be transformative when applied to patient care in healthcare settings.

Despite India being one of the most affordable healthcare providers globally, the country was losing its competitive edge in medical tourism to other nations, primarily due to a significant lack of patient-centricity in service delivery. By integrating hospitality principles into healthcare operations, I was able to shift my professional perspective on patient care. I learned that patient care is not solely about medical treatment; it encompasses creating a compassionate, comfortable, and supportive environment that facilitates healing. This holistic approach allowed me to combine the service-driven ethos of hospitality with clinical excellence, ensuring a more comprehensive and enriching experience for patients. 

What kind of operational or cultural changes have you brought to healthcare organizations you’ve worked with? Can you give examples of how these changes positively impacted patient outcomes or service excellence?

Throughout my extensive career, I have passionately focused on driving change management initiatives aimed at fostering a deeply patient-centric culture.

Transforming operations to be more patient-centric required more than just implementing new processes—it demanded a change in culture from the top down. I spearheaded change management initiatives that began with working closely with the leadership to establish a unified vision for patient care that cascaded down through the organization.

To support these cultural shifts, we introduced a rewards and recognition mechanism to motivate staff to deliver exceptional patient care. Regular review systems ensured that patient feedback was continuously analysed to drive further process improvements. This culture of accountability and continuous improvement empowered staff at all levels to take ownership of the patient experience, resulting in higher engagement, better outcomes, and greater patient loyalty.

What are the key challenges of balancing operational efficiency with service excellence in healthcare? How do you ensure that the operational side of healthcare doesn’t compromise the patient experience?

Balancing operational efficiency with service excellence in healthcare is undeniably challenging. The focus on cost control, resource optimization, and streamlined processes can often overshadow the personal aspect of patient care. A critical challenge is ensuring that care does not become overly transactional. To address this, deployed a Two-Pronged Strategy: Efficiency and Empathy.

1. Process Improvement: Streamlining Operations for a Better Experience

The first step toward improving patient care was optimizing hospital operations to reduce inefficiencies that could negatively impact patient satisfaction. In healthcare, delays or operational bottlenecks not only waste time but also increase patient anxiety. We focused on streamlining appointment scheduling, diagnostic workflows, and discharge processes, which drastically reduced wait times. By using patient feedback loops, including real-time customer feedback systems and reviews, we could quickly identify and rectify issues.

One significant initiative was establishing a Centralized Appointment Helpline across multiple units. This streamlined access to care, allowing patients to book appointments more efficiently while reducing the administrative burden on hospital staff.

We also implemented a robust Complaint Management System, which ensured that concerns were addressed promptly and effectively. Such operational improvements were pivotal in enhancing both patient experience and operational outcomes, without compromising on care quality.

2. Relationship Building: Humanizing Patient Care

Operational excellence alone isn’t enough in healthcare—personal connections are vital. While processes were improved for efficiency, we recognized that the emotional and relational aspects of care required special attention. We created a dedicated team focused on relationship building. Their role was to spend time with patients and their families, addressing concerns, answering questions, and ensuring they felt heard and supported throughout their care journey.

This relationship-focused approach allowed us to move beyond transactional patient care. By fostering trust and emotional comfort, we built long-lasting connections with patients, which improved not only their immediate experience but also their overall satisfaction with the healthcare system. In an era where patient expectations are rising, these personalized interactions became a cornerstone of our service excellence efforts. 

With your focus on preventive health, what are the emerging trends or innovations that you believe will shape the future of healthcare delivery?

Looking ahead, the future of preventive health will be significantly shaped by several emerging trends and innovations. One noteworthy trend is the increasing use of artificial intelligence (AI) and big data analytics to predict individual health risks. Advanced analytics will enable healthcare providers to develop personalized health packages.

At Apollo Hospitals, some of the key initiatives rolled out recently in preventive health space are:

1. My Prohealth Program: This initiative introduced India’s first hyper-personalized healthcare package tailored to each individual based on their genetic and lifestyle data. An online platform for users was created to conduct mini health risk assessments from home, generating customized health check packages from the comforts of their home.

2. Apollo Prohealth Zen Program: Addressing a significant market gap in preventive health services for ultra-high-net-worth individuals (Ultra HNIs), we curated a high-end, comprehensive well-being package utilizing cutting-edge technologies, including whole-body MRI, gut microbiome sequencing, low-dose CT scans, and genetic marker analysis.

3. Apollo Health Check on Wheels: In a pioneering move for India, we developed mobile health check buses equipped with essential diagnostic tools, such as X-ray machines and mammograms. This innovative initiative addressed the need for accessible preventive health checks, particularly for corporate clients preferring services to be delivered directly at their premises.

Furthermore, wearable health technology will play an indispensable role in continuous monitoring and early detection, empowering both patients and healthcare providers to intervene before conditions escalate.

As these trends continue to evolve, I firmly believe they will have a profound impact on patient care, making healthcare more accessible, efficient, and personalized.

Also Read: Innovating Health Services: Chandigarh’s Journey Towards a Digital Future in Healthcare

What advice would you offer healthcare professionals and leaders who are trying to create more patient-focused, service-oriented healthcare environments?

For healthcare professionals and leaders aspiring to cultivate more patient-focused, service-oriented environments, my foremost advice is to always prioritize listening to patients. Understanding their pain points, fears, and preferences is crucial for developing meaningful and effective solutions. Furthermore, it is essential to build a culture of empathy within the organization, where staff at every level—from leadership to front-line caregivers—are trained to prioritize patient comfort and communication.

Leaders must also invest in staff development and empower their teams to implement service improvements. Establishing robust systems for gathering and acting on patient feedback is vital for driving continuous improvement and fostering an environment of accountability. Lastly, it is essential to strike a balance between operational efficiency and personal care. While efficient processes are crucial, they should never compromise the human touch that defines exemplary patient care.

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