In the rapidly evolving landscape private operators are transforming healthcare, but the government struggles with various ground-level challenges. In this regard, (Hony) Brig. Dr. Arvind Lal, Padma Shri, Executive Chairman, Dr. Lal Path Labs Ltd., in an exclusive interaction with Nijhum Rudra of Elets News Network (ENN) at Elets Patient Centricity Awards 2025, shares deep insights into the pressing issues surrounding India’s healthcare system. 

How do you see the healthcare industry evolving towards patient centric care and what are the biggest gaps that still need to be addressed?

Private healthcare operators have made significant strides in improving patient centricity, and this progress is happening rapidly. Many new hospitals have emerged, and numerous specialists are now practicing independently, raising the overall standard of healthcare in the country. However, from the government’s perspective, there is still much work to be done. A key area of focus should be strengthening primary healthcare, as improving this level of care would reduce the need for patients to seek secondary or tertiary treatments. Primary healthcare remains a major challenge, and the government of India must prioritize it, ramping up efforts in a more aggressive and focused manner. While progress has been made, a more comprehensive approach is necessary for lasting impact.

1. What are the key challenges in achieving truly patient centric care and what strategies can organizations adopt to overcome them?

One of the biggest challenges in India’s healthcare system is accessibility. With such a vast and diverse population spread across urban and rural areas, there is a significant gap in the availability of quality healthcare services, especially in smaller towns and remote regions. While the government of India has made efforts, such as establishing primary health centers, community health centers, and health and wellness centers, these initiatives are still ongoing and need more attention. Healthcare improvements take time, and progress cannot always be rapid. However, with the government’s encouragement for private operators like us to contribute, the pace of development can be accelerated, helping to address these challenges more efficiently.

How can the government address the issue of inadequate primary healthcare access in rural and semi-urban areas?

The main challenge we face is the inadequate attention given to primary healthcare, which is primarily the responsibility of the government and the healthcare system. What needs to be done is to establish primary healthcare centers in villages and semi-urban areas, so people have access to healthcare facilities close to home. Currently, there is a lack of proper diagnostic services. For example, when a person has a fever, it is unclear whether it’s caused by typhoid, dengue, chikungunya, or influenza. Diagnostics play a crucial role in modern healthcare, acting as the foundation for effective treatment. While those in charge understand the importance of diagnostics, proper implementation is key to improving the healthcare system.

What immediate steps should healthcare providers, policy makers and technology leaders take to ensure patient first care is not just a vision but a reality?

As I mentioned earlier, the government needs to significantly strengthen India’s primary healthcare system. If a robust primary healthcare network were in place, we wouldn’t see massive crowds of 12,000 people lining up daily at institutions like All India Institute of Medical Sciences (AIIMS) or 10,000 people at Safdarjung Hospital seeking basic treatment. These institutions were originally designed to provide highly specialized care, not routine check-ups or treatment for common issues like coughs or fevers. However, due to the lack of primary healthcare options, people end up going to these specialized hospitals for basic concerns. I strongly believe that a well-functioning primary healthcare system is crucial for India and must be prioritized.

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Is there a particular sector within healthcare where you believe the government should focus on implementing specific policies or initiatives?

The government must significantly increase its investment in healthcare. Although there is a commitment to allocate 2.5% of the GDP towards healthcare, the actual spending is only around 1.7-1.8%. If the government were to boost healthcare funding, it would not only improve public health but also enhance overall productivity. A healthier population would directly contribute to India’s growth, positioning the country as a stronger and more dynamic nation.

What is your assessment of the current market growth, and what are your expectations for the next five years?

The market is constantly adjusting, but one of the biggest challenges lies in providing healthcare access to people living in tier 3 and tier 4 towns. For many, there is no access to top hospitals or private practitioners. In such cases, the government must play a crucial role in building the necessary infrastructure. Since healthcare is a state subject, the responsibility lies with state governments to ensure that people, especially the underprivileged, have access to adequate care. The priority should be to provide essential healthcare services first, with cost considerations coming afterward. Currently, there is a lack of transparency in how healthcare services are distributed and funded, and we strongly believe that the government must be more transparent and proactive, especially in pushing for stronger primary healthcare systems. This would ensure that no one is deprived of essential medical treatment.

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