Narayana Health deploys Genesys Cloud platform to enhance patient interactions

Narayana Health, one of India’s leading healthcare providers, has improved its patient experience by deploying a Cloud platform.

The healthcare firm said on Tuesday that by implementing IT services company Genesys Cloud, Narayana Health has significantly enhanced its capability to manage patient interactions across its extensive network of hospitals and clinics, which serves over 4.2 million patients annually. This platform now enables the healthcare provider to efficiently handle over 50,000 calls per day, ensuring seamless and end-to-end patient journeys.
 
Faced with the challenge of outdated legacy systems and fragmented communication platforms, Narayana Health sought a solution to integrate its patient interaction processes. The deployment of Genesys Cloud has addressed these issues by providing a unified system that offers a comprehensive view of all patient interactions. This transition has led to a reduction in average call handling times by approximately 15%, boosting response efficiency and overall patient satisfaction.

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Ashish Bajaj, Chief Marketing Officer at Narayana Health, said: “Our move to deploy Genesys Cloud has enhanced our patient interactions and service delivery. Genesys’ feature set and ability to meet our specific needs have been instrumental in transforming our patient care capabilities while optimising our IT resources.”
 
The Genesys Cloud platform has also facilitated a substantial consolidation of Narayana Health’s contact center systems, reducing technical debt and delivering notable cost savings. The platform’s robust analytics, predictive routing, and reporting tools have provided valuable insights into patient interactions and operational performance, further driving efficiency and improvement in patient care.
 
Raja Lakshmipathy, Vice President and Managing Director of Genesys for India & SAARC, said: “In the evolving healthcare landscape, the need for effective, patient-centric care is paramount. Genesys is dedicated to supporting Narayana Health in pioneering new ways to deliver high-quality, personalised healthcare services. Our collaboration is reshaping how patient experiences are orchestrated, emphasising the importance of technology in enhancing human-centric care.”

The implementation of Genesys Cloud, as per the hospital, has streamlined Narayana Health’s workflows and patient care, while also advancing its sustainability goals by reducing energy consumption and paper waste. Future growth possibilities include chatbots that connect patients to care coordinators for complex queries and specialised services. By prioritising patient-centric innovations, Narayana Health said that it aims to set new benchmarks in the industry and inspire other healthcare providers to adopt similar advancements.