About the Client:
A technology-driven healthcare company transforming care delivery in India by integrating health plans, providers, and patients through data and digital tools. With a vision to make healthcare completely cashless, they began by building a cashless OPD ecosystem and specialized corporate employee health plans.
Background:
India’s OPD system was fragmented, with patients juggling multiple touchpoints across hospitals, labs, pharmacies, and insurers, often operating in isolation. The lack of coordination not only led to administrative inefficiencies but also delayed care, increased costs, and reduced patient satisfaction.
The client envisioned a platform that would simplify and digitalize every step of the healthcare journey, from appointment booking and consultation to claims processing and payments — all while ensuring compliance, data security, and accessibility for every user.
Challenge:
The client faced several structural and operational challenges that limited the scalability and adoption of cashless OPD services:
- Fragmented Operations: Lack of integration between patients, doctors, labs, pharmacies, and insurers.
- Manual Processes: Paper-based claims, billing, and onboarding workflows led to errors and long turnaround times.
- Low Interoperability: Disconnected systems made it difficult to share or validate patient and claims data.
- Limited Transparency: Patients and corporates had minimal visibility into claim status or healthcare spending.
- Security & Compliance Risks: Handling sensitive PHI and financial data required a platform that ensured regulatory compliance and auditability.
The client needed a role-aware, interoperable digital infrastructure to unify all stakeholders and bring efficiency, transparency, and security to OPD operations.
