People-Centric Approach: Vivek Srivastava, HCAH
Healthcare At Home (HCAH), is a leading home healthcare service provider in India. Backed by the Burman family (the promoters of Dabur) and the founders of HAH UK, HCAH also has equity investment from Quadria Capital. Since its inception in 2012, HCAH has expanded its clinical services to more than 70 cities in India and Nepal. The company also offers pharmacy services at more than 200 locations through its pharmacies in 13 cities.
HealthCare at Home has acquired a reputation for its high standard of customer service, which is endorsed by an NPS score of over 70 per cent. Key clinical services offered by HCAH include setting up ICUs at home, providing treatment for cancer at home, home nursing and physiotherapy and a plethora of other clinical procedures.
On the Organisation’s vision
The work environment and employee-employer relationship are two extremely important factors that create a great place to work in. HealthCare At Home has followed a people-centric approach since its inception in 2012. The company’s values are the guiding principles for us in everything we do, and they are the bedrock on which we became a Great Place to Work in.
Most important is ‘Trust’. Employees should have complete trust in the system and vice versa, else the system disintegrates. HealthCare At Home tries to generate ‘excellence’ amongst its employees, which is the reason why it invests in hiring, training, competency development, and continuous improvement.
On Competitive advantage
Since the inception of HCAH India, we have grown exponentially. We started operations with a staff strength of 10 in 2013. Exceptional customer experience helped us grow from a small startup to a 1500 plus member organisation that has proudly served 4,00,000 plus patients across 70 plus cities and delivered medicines across 200 locations through our pharmacies in 13 cities.
Over the years we evolved from a basic home healthcare company to a company with capabilities for critical care by providing ICU services at home and specialised/complicated services like chemotherapy at home. Working in such sensitive fields implies that you have to be on top of your game.
On the company’s road map
HomeCare At Home works is in a very sensitive field of healthcare. For us, people are not resources, but assets. Our employees often work in a stressful environment and go through a plethora of emotions. It becomes extremely important to treat such employees with extreme respect, honesty, care, and kindness.
Our philosophy is simple – that we should invest in building our assets both financially and emotionally. The thought is simple, when individuals feel cared for and are held in esteem, they work harder, they work with more integrity, they work with more intentionality, and they work with more passion than ever before. We have to always stay on top of our game with respect to our people practices.
On People Philosophy
We strive to be the most ‘people-centric’ organisation for both our customers and employees. Being people-centric helps in building credibility and trust within the customer community, which is then supported by clinical expertise. This, in turn, makes us the most comprehensive home healthcare solution provider in India.
On The company’s USP
People are our assets. The closest business to ours – which is hospitals, have star physical infrastructure and star doctors who attract customers and generate profits.
Unlike them, we have to showcase our star employees and that too not a handful, but each and every one of them. Therefore, it is mandatory for us to continue investing in our assets and value people over profits to eventually generate profits.
We invest in training and other processes for people development first, before reaching profitability. Happy employees increase productivity and hence, we’ve focussed on employees throughout our journey.
