eClinicalWorks is very enthusiastic about the growing healthcare sector in India. Therefore, it plans to expand its business in this region. Sameer Bhat – Vice President & Co-Founder and Aakash Shah, Director Sales National and International Market, eClinicalWorks share their experiences working in the Indian healthcare technology market and the company’s business plans for 2017 in conversation with Raelene Kambli
How do you see digital technology transforming the healthcare space?
Sameer Bhat: We are witnessing an impressive progression of technology. Today, affordable and sustainable models of healthcare delivery are necessary and the expansion of technology into the healthcare sector is essential to establish a solid foundation for patient and population health. Moreover, the healthcare sector is poised to embrace cloud computing in a big way in the coming decade, as organisations see many benefits that can be realised with Cloud computing; on-demand service, reliability, scalability, and security are all available in the cloud, delivering the resources needed at the right time, at the right place, and at the right price. eClinicalWorks has implemented innovative solutions to many hospitals in India, delivering high quality healthcare services through a robust technology backbone.
What is more impressive about the Indian healthcare sector?
Sameer Bhat: The enterprise of healthcare is expanding its footprints catalysed by a wide variety of innovative products and services spearheaded by healthcare start ups in India.
Tell us about your company’s success in India?
Aakash Shah: eClinicalWorks has more than 4,000 employees worldwide with clients in the US, Europe, and India. With its headquarters in Massachusetts, with five regional offices throughout the US, eClinicalWorks has three offices in India, and an office in the UK and Dubai, UAE. Founded in 1999, the company continues to be independent, private, and entrepreneurial.
We have seen an increasing need for innovative healthcare technology in India and began offering a hospital inpatient solution in 2014. The past two years have been highly successful for eClinicalWorks in India, with approximately 90 hospitals adopting the eClinicalWorks Hospital Management Information System. These hospitals range in size from 50 to 2000 beds. Several are focused on specialities such as eye care, dental care, cardiology and oncology.
Different hospitals have different requirements when it comes to EMR solutions. How easy or difficult is it to design a solution according to corporate needs?
Aakash Shah: Like any corporate attempting to enter a new market, eClinicalWorks encountered various barriers and our products matured gradually. Nevertheless, with creative thinking and leveraging new technologies, our team overcame the obstacles and delivered a product that integrates functions in the hospital inpatient environment, improving efficiency, streamlining workflows, and facilitating delivery of high-quality care. We have also found that deploying a strong implementation team and establishing a collaborative relationship with open communication with the client’s staff goes a long way to ensuring an optimal experience for all.
Have you experienced any kind of reluctance from the hospital staff in adopting technology?
Aakash Shah: Yes, it is human nature to resist change. This holds true when adopting new technology as well, whether you live in the US, India, or anywhere in the world. When people have grown accustomed to a certain process, most have found it difficult to convince them that new technology can be beneficial. However, over the years, we realised that the new generation of system users are comfortable with technology, and in fact, expect to have high quality technology solutions available to them in the workplace. This holds true in the medical field and we have experienced a positive attitude change toward technology. The ‘Digital India’ campaign is certainly resulting in higher levels of adoption of the technology. Improvements in infrastructure have increased Internet access and digital literacy have encouraged many to embrace the new technologies.
Have any of your clients got back to you with positive feedback or case studies that reflect increase in efficiency at their hospitals?
Aakash Shah: Efficiency has been experienced in all aspects of the integrated healthcare delivery system as adoption rates are high and we have received positive feedback about overall improvements in efficiency and patient care. For example, clients have realised improvements in various workflows and the delivery of high-quality care. Prior to the adoption of eClinicalWorks, we identified flaws and gaps within their workflows. Now, the dashboards are helping the organisations to view utilisation productivity measures, none of which can be achieved within paper-based system. The Hospital Management System is a web-based product that spans the clinical, administrative and financial areas of an integrated healthcare delivery system. The system also provides the tools to build and manage formularies. As a result, a physician can prescribe medications electronically, allowing the patient to pick up directly from the pharmacy of their choice.
What kind of solutions are more in demand?
Aakash Shah: We offer many advanced technology solutions, each of which meets specific needs in the delivery of healthcare. Mobile platforms, web portals, cloud-based platform, and telemedicine services are gaining in popularity. Interestingly, we’ve realised that telemedicine solution is not only being used in rural areas, but also gaining steam within the urban landscape. These patients are tech-savvy and are able and willing to engage with their doctors using telemedicine and appreciate the convenience of care.
Do these technologies increase cost of healthcare services?
Aakash Shah: eClinicalWorks focuses on reducing medical costs at all levels, whether it involves procurements within the hospital for medical equipment, medication stock, or providing excellent, efficient care to patients. Attention is also directed towards bringing transparency to the medical record documentation and billing process. Establishing and maintaining a high level of transparency is an efficient method to reduce the overall cost of healthcare. It also diminishes medical errors, provides quality care to patients, and streamlines operational and administrative efficiencies.
eClinicalWorks provides the hospital with a highly functional and customisable customer portal and mobile application for patients who are white labelled. These tools bring added value to the patients and enhance the patient experience which improves the brand image of the hospital.
I would like to know your opinion about the healthcare start-up trend in India.
Sameer Bhat: Healthcare Information Technology (HIT) is gaining traction throughout the world and has an ever-expanding footprint, fuelled by innovations in products and services. Healthcare IT startups in India are industry leaders in bringing new technologies to market.
Do you think it’s a bubble?
Aakash Shah: No, I do not believe that this trend is a bubble by any means. It is part of the trade cycle that happens within every industry at some point. In fact, I think healthcare is the last major segment of the Indian economy that is being transformed by technology. Personally, I feel that healthcare in India has a long way to go. Start ups that have the will to survive will go a long way. Secondly, start ups can become a huge source of support to the mainstream healthcare providers in improving the state of healthcare in India.
What are your plans for the next quarter and 2017?
Aakash Shah: Our plans are very clear. We will provide a step-by-step adoption approach to hospitals with 50 or more beds. First, we will provide them with a hospital information system that helps automate various functions within the respective departments that are now labour-intensive manual processes. Secondly, we provide a patient engagement platform that allows doctors to communicate securely and easily with their patients via mobile or portal platforms. And thirdly, we establish a technology foundation for population health that uses artificial intelligence for predictive analytics research. This will improve quality of care and result in a population of healthier citizens. The overall goal is to build smart, healthy cities in India.
What is your biggest challenge in operating in India?
Aakash Shah: The biggest challenge is overcoming fear of change. This natural reluctance to try new things is difficult to overcome but with time and perseverance, we will continue to make inroads and see increased user acceptance of the new technologies.
Any product launch for 2017?
Aakash Shah: We are getting ready to launch our mobile application platform in India and will see this product in general release in mid-2017.