Healthcare providers need to address the issue of trust deficit in their patients, notes a FICCI – EY report titled ‘Re-engineering Indian health care: Empowered patient (consumer), enhanced outcome and efficient business’. The report cites a survey conducted by EY among 1,000 respondents, where 38 per cent believed hospitals do not always act in their best interest, while 24 per cent believed that doctors may not act in their best interest.

The report takes a view on the overall scenario of health in the country and calls for action from all stakeholders — including the government, healthcare providers, academicians and entrepreneurs – to adapt to the evolving consumer and health needs in the country so as to be best prepared for the next phase of growth.

The emerging consumerism in healthcare necessitates a focus on patient experience and not just care. Sixty per cent of the survey respondents expressed the need for reviews and feedback from their peers to allow them to make an informed choice while selecting a provider.

The report calls on the various stakeholders to immediately address the issue of trust deficit, infuse efficiency into processes, especially the ones which are consumer-facing, empower patients with information regarding their health and make access to healthcare convenient.

It recommends healthcare providers to embed patient-centricity in the designing and execution of core operating processes and systems, and for entrepreneurs to create a social media platform for patients to express their feedback in an impactful way.

The healthcare system in the country has to move from being a curative one to being preventive. Stakeholders must leverage technology, allowing for a more proactive approach. In line with this, there’s a need to focus on a robust primary care system and integrated care, promote the adoption of healthy behaviour among individuals, focus on health performance and not just services, and improve access to healthcare for all.

Health Management Services, a new health care service focused on effective measuring, monitoring and management of health enabled by digital technologies and a virtually integrated network of care providers, is estimated to present an opportunity of ₹8-14 billion over the next five years.

The report also recommends investing in artificial intelligence-based clinical decision support systems, and building services that positively influence patient behaviour through the use of technologies, social networks, games and contracts.

While there is a dire need to address the changing healthcare scenario in the country, the report also calls on healthcare providers to plan hospital projects with the aim of being successful, focus on cost efficiency to counter operating margin pressures and sustain operational efficiency by not only managing but also teaching efficiency to clinicians.

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