India Pharma Outlook Team | Tuesday, 02 September 2025
Care Hospitals, one of the country's leading healthcare providers, joined forces with Tech Mahindra to create a 24x7 multilingual call centre to ensure patient accessibility and redefine service standards in healthcare delivery.
The call centre enhances Care's vision to deliver quality healthcare that is comprehensive, low-cost, and, accessible to everyone. It also highlights how technology-enabled initiatives are changing the pharma and healthcare environment.
The advanced facility uses the latest CRM systems to manage calls, real-time appointment booking, deliver rapid response times and provide patient-first experiences.
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The facility is staffed with 100 trained team members, who will respond nationally to lakhs of calls every month, by providing 24x7 support in 10 different languages covering the Care Hospitals across India. The services include scheduling appointments, management of emergencies, and follow ups with patients.
Highlighting the impact, Vijay Sethi, Chief Patient Experience Officer, Care Hospitals, said the initiative ensures patients can connect quickly and reliably. Shalabh Dang, Chief Sales & Marketing Officer, Care Hospitals, noted that it strengthens trust and enhances the Care brand’s compassionate image. Vinod Raman, Group CTO, QCIL, underlined the role of integrated technology in enabling seamless access.
From the consulting side, Sanjay Ghura, Vice President Operations, Tech Mahindra, said the company’s expertise in running large-scale call centre operations will deliver best-in-class patient experience. Simran Kaur Sethi, Head of Call Centre Operations, Care Hospitals, added that empathy, speed, and training are at the heart of every patient interaction.
It is designed to be future-ready and scalable, allowing Care Hospitals to build call volumes while delivering consistent care & communications, thus setting a new benchmark within the healthcare and pharma industry.
