As the healthcare industry in India continues to expand, customer experience is becoming increasingly important. A positive CX can mean the difference between a patient coming back for more treatment and choosing another hospital instead.

Data suggest that approximately 80 percent of patients surveyed were satisfied with their overall experience at a hospital or clinic. Still, only 50 percent felt they received a good experience when interacting with staff. This has increased pressure on healthcare providers to improve their CX offerings and address patient complaints head-on by engaging with them through social media channels. Hence, there is a rising demand for cloud call center solutions in the healthcare sector. 

In this blog, we will explore how the latest CX trends can alleviate the burden on healthcare providers and introduce a cloud-based call center solution that can effectively address the increasing demands of the industry.

Current Scenario of cloud call center solutions in India’s Healthcare

The healthcare industry has been witnessing a shift towards customer-centricity for quite some time now. With customer-centricity comes the need for customer experience (CX) strategies and effective cloud call center solutions that can deliver an exceptional experience across channels and touchpoints.

With a growing population, more people are suffering from various diseases such as diabetes or heart problems. This has led to an increase in demand for better healthcare facilities across India. India’s medical tourism industry has been growing exponentially over the past few years, attracting people from across the globe to get treated in India. 

Further, government initiatives like Ayushman Bharat Digital Mission have been launched to increase access to quality and affordable healthcare services across the country. The government has also launched several schemes to ease healthcare access, such as Pradhan Mantri Jeevan Jyoti Bima Yojana (PMJJBY) and Atal Pension Yojana (APY).

Top CX Trends Reshaping Healthcare In India

  1. AI in Healthcare

Artificial Intelligence (AI) is the next big thing in healthcare. It can enable remote diagnosis and treatment of patients, reduce the time taken for diagnosis, increase the accuracy of diagnosis, and minimise human errors. AI also helps in reducing the cost of healthcare by avoiding unnecessary tests and procedures.  Conversational AI in healthcare is already making waves for past 2 years by automating FAQs, appointment scheduling, patient engagement, bill reminders and more.

  1.  Telemedicine & Digital Health  Automation

By centralising medical records, MyHealthRecord is bringing about a significant shift in the way patients interact with healthcare providers.  MyHealthRecord portal enables patients to access their medical records from anywhere, at any time, and on any device, which improves transparency and boosts patient engagement. It also automates the process of updating medical records, eliminating the need for manual entry, and reducing errors while saving time.

  1. IoT and Wearables

IoT and wearables technology have enabled healthcare providers to monitor patient health remotely, which has improved the quality of care and patient outcomes. Wearables such as fitness trackers, smartwatches, and health monitors collect real-time data on vital signs, physical activity, and sleep patterns, among other things.

This data is then transmitted to healthcare providers over the Internet, allowing them to monitor patients’ health and intervene when necessary. This remote monitoring has made healthcare more accessible, convenient, and efficient for patients, and it has improved patient engagement.

Future of CX in Healthcare

 The industry has been slow to adopt digital technologies, but the tide is turning. According to Accenture Research, 84 percent of healthcare providers surveyed said they have begun exploring or investing in digital technologies and innovative cloud call center solutions.

With a growing population and increasing demand for healthcare services, healthcare providers are looking for ways to improve the customer experience while delivering quality care. As shared earlier, Telemedicine, artificial intelligence, and personalised medicine are some of the technologies that are reshaping CX in healthcare in India.  has  been providing valuable assistance to healthcare providers both in India and internationally. Some of the services offered include:

  1. Multi-Channel Assistance: Empowering hospital staff with all necessary information in one place to effectively resolve patient queries without requiring additional inquiries.
  2. Patient Booking & Helpdesk: Book your patients’ appointments and schedule them accurately
  3. Intelligent IVR: Scheduling reminders and callbacks never to miss a meeting or follow-up. Automatic appointment cancellations are also communicated.
  4. AI Chatbots: Automating general patient inquiries such as bookings and billing issues.
  5. Maintaining compliance with 100% recording, quality management, and IT security.


With digital transforming the healthcare industry for better, it’s no wonder that hospitals today are fully equipped with all kinds of facilities and amenities to cater to their patients. However, sometimes all these features do not compensate for poor customer experience.

While it’s clear that top CX trends are continuing to reshape healthcare in India, it’s only through a combination of these and other factors that we’ll see the best possible outcome. India could well be in store for some dramatic healthcare changes going forward.

Learn more on how helped transform patient care experience for Fortis Hospitals: click here