How have patient expectations and provider needs evolved post-pandemic, especially in the US healthcare ecosystem?
The pandemic has reshaped how patients perceive healthcare. There's now greater emphasis on the pre-care and post-care experience, with far less focus on the actual medical care itself. A glance at online reviews shows that most complaints stem from front-office interactions, including delays, rude behavior, while positive ratings often reflect smooth administrative experiences rather than clinical excellence. On the other hand, healthcare providers face mounting pressure to reduce operational costs, especially with rising expenses and challenges in hiring and retaining staff. Adding to this strain is a post-pandemic mindset marked by low tolerance for delays or inefficiencies, making it harder to meet patient expectations consistently.
What are the biggest operational or regulatory challenges that MedTech companies face in the market?
The bigger risk we, as MedTech companies responsible for providing mission-critical healthcare solutions, face is mostly around ransom attacks, data, and privacy. We have seen an increasing number of attacks targeted at healthcare IT companies, and this has led to a significant portion of our focus being directed at securing data. This involves going through an extensive and expensive process to ensure that the privacy, security, and confidentiality of sensitive patient data are not compromised.
Another major challenge is the increasing burden of regulatory changes in our space. Companies must remain on their toes to not only meet regulatory requirements but also often exceed them. We spend time understanding the spirit of the law, not just the written rules. As a result, we have built better systems, processes, and internal controls that exceed the intricate legal requirements of the evolving healthcare regulations.
In your view, how are platforms like MedTech platforms like PracticeSuite helping bridge systemic inefficiencies in the health tech space?
Our focus has always been on making healthcare better for everyone in the ecosystem. While we primarily serve ambulatory care providers, we take a holistic view, considering how we can improve the experience not just for providers, but also for patients and payers. We aim to build better technologies that ease the burden on patients and providers alike, whether it's helping patients search for a doctor, schedule visits, or access post-visit support. By simplifying these touchpoints, more time and attention can be directed toward actual care.
For providers, we take on the heavy lifting by automating systems to deliver a seamless, Amazon-like experience. Our goal is to eliminate the hassle around pre- and post-care processes so that both doctors and patients can focus on what truly matters: the care itself. We take responsibility for the technology that supports the system, so our providers don’t have to.
Where do you see the biggest opportunities for disruption or innovation in HealthTech in the next 5 years?
One of the biggest opportunities for disruption in HealthTech lies in shifting the focus from treatment to prevention. Today, patients face long wait times, even months to see specialists, highlighting the burden on the system. Innovation needs to center on keeping patients healthy, not just treating illness. This requires creating a symbiotic model where both patients and providers are incentivized to prioritize long-term health outcomes. With the rising pressure of lower reimbursements and higher costs, there is a need for a new care paradigm—one where healthcare providers take on an active role in preventive care. This could evolve into a model of “Doctors of
Health” rather than just “Doctors of Medicine,” where the goal is not only to treat but to maintain and improve health.
What unique challenges or opportunities do you foresee in tailoring a US-based model to fit India’s hybrid public-private healthcare system?
In a healthcare system where both government and private players participate, whether nonprofit or for-profit, there are structural similarities between the U.S. and India. However, despite its scale and investment, the U.S. model, which accounts for nearly 20% of its GDP, has struggled to improve overall health outcomes or reduce system burden. That alone is a cautionary insight for any country trying to replicate such a model. The real opportunity lies in not simply adopting this system, but rethinking it. Instead of focusing primarily on acute, episodic, or chronic care, there’s a need to invest in keeping individuals healthy before they fall sick. This shift toward “pre-patient care” models focused on prevention and lifestyle management can have a transformative impact.
Many health issues today are self-inflicted, driven by lifestyle disorders. These can be addressed through education and awareness, highlighting how healthy living improves not just personal and professional life but also reduces the collective burden on families, communities, and the nation. In a hybrid public-private system like India’s, this approach could lead to more sustainable, outcome-driven healthcare.
How can institutions or healthcare leaders integrate the philosophy of preventive healthcare into patient care plans, beyond just prescribing medicines?
Health, peace, and happiness are innately built into human existence. Illness arises when we move away from this natural state, often due to the way we live. Physical, emotional, psychological, and mental well-being are deeply connected, and most illnesses today can be traced back to lifestyle imbalances. To integrate this understanding into patient care, institutions and healthcare leaders must look beyond prescribing medicines and begin identifying the root causes of illness. This involves shifting the focus from reactive treatment to prevention through lifestyle awareness, education, and holistic care planning.
Modern life pushes people toward high stress, delayed gratification, and unhealthy habits—all in pursuit of future comfort. But by the time many achieve it, their health is compromised. True healthcare must focus on helping individuals live healthier, more balanced lives in the present, not just avoiding disease but fostering overall well-being. Leaders must embrace a back-to-basics philosophy. Not everything new is better. While innovation and modern science have their place, we must also recognize the value of simplicity, moderation, and ancient wisdom in healing. Integrating these principles into care plans can benefit not only individuals but families, communities, and society at large.
