In an exclusive interaction, Dr Nikhil Mathur, Group Chief of Medical Services, CARE Group of Hospitals shares insights on the India’s healthcare system, his hospital group’s latest initiatives, tech adoption and more.
How do you see India’s healthcare ecosystem evolving over the next 5–10 years, particularly in terms of accessibility and quality of care?
India’s healthcare ecosystem is undergoing rapid transformation. In the next 5–10 years, I expect significant progress in making healthcare more accessible, especially in Tier 2 and Tier 3 cities. The key drivers for this transformation will be major government initiatives, new technology development, and a shifting disease profile toward chronic conditions. Along with this, building trust and ensuring ethical medical practices are equally important and play a major role in the transformation. For me, the future is not just about more hospitals, but about a healthcare system that is inclusive, transparent, and patient-centric.
What are the biggest challenges healthcare providers face today, and how is CARE Hospitals addressing them?
The greatest challenge we face currently is managing the increasing costs of healthcare while ensuring it remains affordable. Expensive technologies and the requirement for highly trained experts are in high demand, making it challenging for healthcare providers to strike a balance. Medical inflation, resource constraints, and the demand for highly skilled manpower add to the complexity. At CARE Hospitals, we are addressing this by standardising clinical governance, strengthening operating systems, and investing in our people. Our focus is always on safety, fairness, and sustainable growth.
In the post-pandemic era, how have patient expectations and care delivery models shifted? How do you balance the demand for speed and efficiency with the uncompromising need for quality and safety?
After the pandemic, we have seen changes in how patients engage with healthcare. They expect speed, transparency, and convenience in their healthcare decisions and treatment. Patients expect quick access to services, whether through online consultations, shorter waiting times, or streamlined processes. At CARE Hospitals, we have adopted digital workflows and strengthened our protocols to enhance efficiency while safeguarding patient safety. The balance comes from designing systems that are both technology-enabled and clinically robust.
“At CARE Hospitals, we have adopted digital workflows and strengthened our protocols to enhance efficiency while safeguarding patient safety.”
What are some of the most impactful initiatives recently introduced across the CARE Hospitals network?
In recent years, we have undertaken several initiatives that have had a significant impact across our network. One of the most impactful initiatives we recently introduced is ‘The Power of Three’ emergency care initiative, which was launched in May 2025. This program is setting a new benchmark for emergency care. The initiative focuses on three critical promises: first, emergency calls are answered within three rings; second, ambulances are dispatched within 30 minutes in Hyderabad; and third, patients are seen by an emergency room doctor within minutes of arrival at our designated hospitals. We have also introduced 5G-enabled ambulances, which allow real-time transmission of patient data to the hospital even before arrival. This ensures doctors are prepared with immediate interventions the moment the patient reaches our facility.
From a clinical perspective, we have strengthened protocol-driven emergency care pathways, ensuring standardized triage, rapid stabilization, and early initiation of life-saving treatments. Our critical care teams are trained through regular mock drills and multidisciplinary simulations to enhance preparedness for complex scenarios. We have also expanded the use of point-of-care diagnostics and AI-enabled decision support systems, which help clinicians make faster and more accurate decisions in critical moments.
Additionally, the Sangham Card is a key initiative by CARE Hospitals, specifically a “Neighbourhood Community Connect Program” designed to provide accessible and affordable healthcare to residents living within a certain radius of our hospital locations. This initiative also creates opportunities for preventive health screenings and structured follow-up care, ensuring that our clinical teams are not only treating illnesses but also proactively engaging in community health management.
What are your key priorities in expanding CARE Hospitals’ medical services and clinical programs across your network?
At CARE, clinical governance is the foundation on which all our progress is built. Operational excellence and innovation can only be meaningful if they are anchored in uncompromising standards of patient safety and quality. To achieve this, we have embedded rigorous audit mechanisms, outcome-driven metrics, and structured peer review into our everyday practices. These measures not only ensure accountability but also enable us to measure ourselves against global best practices.
Our Centres of Excellence in Cardiology, Oncology, Neurology, and Gastroenterology play a pivotal role in strengthening this approach. By combining advanced technology, skilled talent, systematic audits, clinical research, and education, these Centres act as hubs of continuous improvement and innovation. This integrated model reinforces a culture where every innovation is evaluated through the lens of patient outcomes, building trust within our teams and enhancing CARE’s reputation as a reliable and progressive healthcare provider.
“Wearables and remote monitoring devices are enabling continuous care outside the hospital, helping patients gain easier access to healthcare.”
