CARE Hospitals launches Patient Call Centre

Team L&M

CARE Hospitals has launched its new state-of-the-art 24×7 multilingual call centre, developed in partnership with Tech Mahindra, a global technology services company.

The facility has been designed to improve patient access, strengthen service standards, and support CARE’s core ethos of providing comprehensive, cost-effective, and accessible quality healthcare.

The launch program was attended by senior leadership from CARE Hospitals, the dignitaries included Chief Sales and Marketing Officer Shalabh Dang; Group Chief Technology Officer, IT (QCIL) Vinod Raman; Chief Hospitality & Patient Experience Officer Vijay Sethi; Vice President – Quality & Accreditation Rajeev Chourey; HCOO, Nampally Shashikanth Aggsare; Head of Strategy & New Initiatives Naveen Narayanan, and Head of Call Centre Operations Simran Kaur Sethi.

Representing Tech Mahindra were Vice President – Operations Sanjay Ghura; Associate Vice President – Operations Krishnan Kavikkal; Regional Project Head Kartik; along with members of the Business Development and Transition teams.

The partnership with Tech Mahindra will bring in advanced Customer Relationship Management systems, seamless real-time appointment scheduling, and trained call centre professionals. This combination is expected to deliver faster response times, efficient handling of patient requests, and a consistent, patient-first experience across all CARE hospitals.

Services Provided by the Call Centre:

Round-the-clock service (24×7) for patients and families

Coverage across all CARE hospitals nationwide

Multilingual support in 10 languages to assist domestic and international patients

Dedicated capacity of 100 trained professionals, handling lakhs of calls every month

Integrated technology systems for appointments, emergency management, and patient follow-up

Speaking on the occasion, Chief Patient Experience Officer, CARE Hospitals Vijay Sethi said, “The new call centre reflects our commitment to making quality healthcare more accessible and responsive. It ensures that every patient, regardless of location, can connect with us quickly and reliably.”

Chief Sales & Marketing Officer, CARE Hospitals Shalabh Dang, said, “This launch marks a major step in strengthening our relationship with patients and their families. The 24×7 call centre not only ensures quick and reliable access to our services but also enhances how people experience the CARE brand—accessible, compassionate, and always responsive to their needs.”

“We have built this centre on a foundation of integrated technology. With cutting-edge CRM systems and real-time scheduling, we are ensuring patients get seamless access to care, while our teams can respond faster and more effectively,” added Group Chief Technology Officer, QCIL Vinod Raman.

Commenting on the collaboration, Vice President Operations, Tech Mahindra Sanjay Ghura said, “We are proud to partner with CARE Hospitals on this initiative. Our expertise in running large-scale call centre operations will help deliver a best-in-class patient experience and set new benchmarks in healthcare service delivery.”

Head of Call Centre Operations, CARE Hospitals, Simran Kaur Sethi stated, “As a people’s person, I believe every first patient interaction must be rooted in empathy and care. With speed, world-class training, integrated technology, and a dedicated 24×7 team, our call centre sets a new benchmark in patient experience across all our hospitals”.

Call Centre Management

Tech Mahindra will manage the call centre facility, staff, and processes, ensuring best practices from global healthcare service models are implemented. Looking ahead, the centre has been built with scalable systems to accommodate future expansion. This will allow CARE Hospitals to handle higher call volumes while maintaining consistent standards of care and communication.

The launch marks a significant step toward a more connected healthcare experience, where patients can expect timely support, clear information, and compassionate service at every interaction.