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Cloudnine Group of Hospitals began its journey as a startup, and now stands as one of India’s most advanced, technologically equipped maternal, childcare and fertility care group of hospitals in India. Technology is at the core of this organization that has revolutionised childbirth in India’s urban centres, and hopes to drive this change in rural India as well. Read how the hospital works with startups, pilots tech-enabled initiatives for improved healthcare penetration and is constantly on the lookout for healthcare innovation to provide a wholesome experience for a new mother and her baby.
In this week’s TechVoice, we have Raviganesh Venkataraman, CEO of Cloudnine Group of Hospitals talk about innovation in technology making the journey of childbirth and the consequent care continuum that much easier.
Cloudnine Group of Hospitals’journey as a game changer in maternal, childcare and fertility care group of hospitals
RV: The entire concept of maternity being seen not as an illness but as a wellness was the founding thought of Cloudnine (Group of Hospitals), and we were the pioneers in bringing this concept alive in almost every aspect of the business – be it from the way our units are set up, the kind of experience we provide to the customer, and the element of celebration being at the core of the entire journey for the customer. The entire thought at Cloudnine is that maternity and birthing are perhaps the most precious moments in a mother’s life. That is something we would like to celebrate and we do that with all the kind of the vigour and enthusiasm. This has been the core purpose of our journey over the last 12 years, and has kind of propelled us to the heights that we have reached today, where we give every customer a pure Cloudnine experience.
Initiatives on incorporating technology for better healthcare delivery in India
RV: Our customer is basically a millennial so she’s already accustomed to a digital medium in virtually every aspect of her life. Technology is something that touches our customer’s life and every single aspect of her daily journey. We believe that healthcare should not be something which is non-digitized in the journey for this millennial customer. Digital is so core to our business that, unlike a lot of others, we really didn’t look at it (digital) as being a separate entity but instead we brought that on completely in-house.
We’re amongst the first organizations to have a full-fledged 30 member team led by a Chief Digital Officer, who looks at all elements of digitization in the entire business – this was something Cloudnine drove right from inception.
We look at the interaction between the customer and us broken up into three concentric circles – the first point is when there is a meeting, why a customer comes to us is to see a doctor – that is the entire purpose a customer wants to come to Cloudnine. Now, there are two other circles which kind of encompass the needs for the customer – the second circle makes that experience of Cloud Nine really come alive – and we support them in terms of scans, data and other elements, which are core to the interaction with the doctor. The third outermost layer is the enablement where we’re looking at making that journey with Cloudnine come across as being simple – this would mean digital payments, booking appointments so that the entire customer journey with us is a breeze. What we like to see is that a customer has a virtual, seamless experience and they get the core interaction with the doctor to be as simple and focused, and all the other things that come at all in the journey are simplified and digitized. A customer sitting at home can make a choice of a doctor, make an appointment, schedule her visit one hour before her appointment. An hour prior to the appointment, the app which we have provided to the customer prompts her to book an Ola or Uber, then links her directly to the ride-hailing app. At the hospitals, she doesn’t need to check-in at reception because the app has already scheduled an appointment. The minute she comes in, the app detects her entry and her name appears on the waiting list. She can walk straight to the doctor and get her consultation. Everything the doctors prescribe appears on her app, she can pay for her scan, walk into the scan room, do her scans and leave. Currently, we’re also in discussions with some insurance companies where upon checkout, the customer does not have to wait for her insurance to cover her treatment. We’re looking at digitizing every single aspect.
Cloudnine Group of Hospitals’ latest technology offerings and their significance to the value chain
RV: One of the biggest things we have seen is that while a lot of companies and institutions have tried to digitize various aspects of customer interaction, the most difficult part has been getting doctors to move from pen and paper and start using digitized means. While we have provided digital solutions for many doctors right from the inception, we find that a lot of doctors actually don’t find enough time to or are perhaps comfortable typing information using the keyboard. So one of the first things we have done (and we’re perhaps first in the industry to do so), is where 100% of our doctors will be using their digital pen, so everything they prescribe to the patient is captured digitally, all the scans just need a tick after which the software is automatically updated. We have a bot that analyzes all this information, and also reads a doctor’s handwriting with ease. This to me is the fundamental piece, where all our hospitals and doctors are going the paperless route. Every moment of transaction between the doctor and customer is being captured simply, neatly and precisely using digital means. This is all available at a click of the button to the customer. What we are trying to do is to put the power in the hands of the customer and this is a big shift for the healthcare industry. Historically, it’s been the doctor who knows everything and the customer who has to listen to what the doctor says. We now say that the customer has choice, she has information, access to data and can make her decisions. Digitization here is crucial to making the transformation from a doctor-driven industry to a customer-centric industry. And I think this is the big change that Cloudnine is making in the healthcare space.
The Digital Transformation Journey and how it is a game changer for India’s medical & healthcare industry
RV: As I mentioned in the entire medical industry has been largely a doctor-driven industry. It’s where digital transformation has been limited or slow, and is also one place that perhaps requires the maximum amount of digitalization because the fundamental need for the customer to have all access to information, data and to know that she’s been treated in the right way and she has access to past records – are core to this particular business. But unfortunately this has not been something which has been driven as hard in the medical industry as it should have been. What we are trying to do in Cloud Nine is to actually start the journey right from day one completely digitally. So for example, when a customer walks into a Cloudnine hospital, she’s given a tab and enters all her registration data through the tab. There is no paper. All critical information, which is in the past was captured on a piece of paper, could lead to errors, the same errors gets captured as a data entry – this is completely eliminated. The power shifting from the hospital or provider to customer is the big shift. And this shift can only happen when we use digital means. This is a big transformation happening in healthcare. It may not come across as big but when you actually start seeing the impact of this, it shifts so many things. For example, more than 40 percent of our appointments today are being made through the app. The customer is actually not calling up new hospital or a call center but clicks on the app, chooses her doctor and makes her appointment. That’s a very, very, very big shift. We would like to see this virtually become 100 percent in the near term.
Cloudnine Group of Hospitals supporting technology innovation in healthcare
RV: We’ve always been looking at an ecosystem which comes together for the customer. And in this regard, we have never been shy of looking at new-age companies, new-age startups and new-age ideas to get incorporated. The Digital Pen I spoke about is also developed by a recent startup in this industry. We work with the set of cohorts who have the same kind of vision. We encourage people to innovate in technology, bring in cutting edge stuff, something new to the industry. We’re happy to adopt these solutions and drive them in our centers.
Providing India’s rural pockets with quality medical services and facilities.
RV: They’re clearly a very important question given where India is. The challenge in rural India is the availability of doctors. In many large urban centers, the doctor-to-patient ratios are still acceptable by world standards but when you see in rural India, this number becomes extremely complex. Now there are two ways to provide a solution here – one is, can we start compelling doctors to go across and started working in rural India? It may not be very easy. I think this is exactly where technology and digitalization will come and start playing a major role in starting to provide quality healthcare in rural India. In fact, we’re trying some of these technologies in a different context… maybe some of them will actually come to actually support the rural India initiative. We have something known as the E-NICU, which we are piloting right now. We have the best of doctors sitting in a command center, say in Bangalore, and we have a NICU in a remote part of India, it could be a remote part of the world as well. If there’s is a baby who requires critical care, we have data exchange, which is continuously happening between the local NICU and the command center. We have all the parameters available, best of nurses as well as doctors sitting at the command, guiding those at the remote location on the entire treatment and care of the baby. These concepts can actually bring in telemedicine in a very active manner. And that’s the answer to the challenge which is faced by rural India.
What lies ahead for Cloudnine Group of Hospitals?
RV: This is an important question. We are looking at all our customers getting a pure Cloudnine experience here. And when we say Cloudnine, it basically means Uberization of Healthcare. And this is what we actually look at – that there is easy choice. It’s all available at the click of a button. Information is present, there is data access, one can make payments, write reviews and take feedback from us. We are looking at all our customers coming together as a large ecosystem. We are bringing in a set of partners who will support this ecosystem with their products. So the mother and child, which is the core of this ecosystem, is supported by not only Cloudnine but all of Cloudnine cohorts in having a great journey, superb celebration for this absolute grand moment in their life, which is the birth of their baby.
You can watch the entire interview on NASSCOM CoE IoT-DSAI’s Youtube channel as well:
This interview is part of our ongoing series TechVoice, where we bring to you the leaders of the industry talk about the latest in innovation, technology and trends in their industry sectors.
If you want to contribute, write to sindhuja@nasscom.in or pritha@nasscom.in
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