CallHealth is building a new age enterprise with an aim to capture both domestic and the global markets. Dr Sameer Khan, Chief of Business, CallHealth, shares his vision with Mansha Gagneja
Give us an overview of the integrated care model offered by CallHealth?
CallHealth is pioneering the delivery of personalised services from wellness to prevention to cure and to assisted care. We have curated a 3-Dimensional system to enable seamless access to medical and healthcare services across our platform. This includes –
Virtual Dimension, where services such as doctor consultation, second opinion, emotional wellness can be availed virtually at your convenience (through phone or video call);
Physical dimension, services such as collecting blood samples and tests, nursing care, physiotherapy and delivery of medicines are delivered at the users’ doorstep anytime and anywhere. Our physical dimension also extends to our partner network of hospitals, diagnostic and imaging centres, as and when required.
The third dimension is the CallHealth Intelligence Platform, where we store and perform data integration- collected over the course of services provided, ranging from lab reports, diagnostic tests to prescriptions, on a single platform which helps enables seamless accessibility to the information.
In recent years, many players have entered the healthcare delivery market. However, most of them offer only listing and appointment services or at best one or two healthcare services that are delivered at home. Many a times, remote consulting of doctors is also limited to Tele/ Video connect without enabling the doctors to physically examine the patient. The integrated care model has been structured keeping in mind that the patient will always remain at the centre of the ecosystem. And, all facilities can be availed by her/ him on one single platform.
Your focus is to give personalised healthcare, how do you plan to accommodate population health?
In my opinion, to improve the healthcare index of the country, we need to focus on access and affordability to all. This is possible only when all healthcare needs of the country spanning across all age groups and geographies are made available at the customer’s convenience without any additional cost. At CallHealth, our focus on personalised healthcare enables us to service our customers, across all life stages and lifecycles; anytime, anywhere.
We blend physical and virtual dimensions of healthcare delivery that allow services like medicine delivery, diagnostic sample collection, checking physical vitals on a real-time basis through our partnered team of healthcare professionals including physicians, nurses and field officers.
Similarly, those services such as doctor consultation via video/ audio or text are made available through our virtual platform. Not only are these services affordable and convenient, but also provide better price offerings across a gamut of healthcare services through our platform.
We also believe in improving the efficacy of healthcare outcomes. By leveraging the third dimension of intelligence, CallHealth has been designed in a manner that captures valuable patient data in a secured and robust manner. With this, we create personalised health records that can be used by patients and their doctors. The data captured through the service utilisation profile helps us understand family history and disease heredities.
Diagnostics is further supported by symptomology tools and info aids developed by our medical protocols team. In other words, by capturing and analysing the patient data, we are not only able to spot the interventions required across the three vulnerable groups i.e. women, children and seniors; but are also able to map key disease patterns across geography, age groups and genders, and create special programmes and packages to help prevent them.
Brief us about your revenue model?
Penetration, active customers and orders (per active customer) are the major drivers of revenue for CallHealth. Despite being at an early stage, we have seen an encouraging response from the market. At present, we have serviced over 1.8 lakh calls (averaging at 2200+ customer calls per day; connecting a customer at every 30 seconds), 1.25+ lakhs orders (servicing a customer order for every 80 seconds) and have over 60000 customers registered on the CH platform (servicing 11000+ customers every month).
Over the coming years, we aspire to reach out to a larger customer base. At this point, our prime focus is to create customer delight first and ensure that we deliver the right experiences and tap into a market share of Rs 13,000 crores, considering the total healthcare market size of urban India is Rs 465,000 crore.
Who are your current investors?
CallHealth has raised over Rs 200 crores from family and friends. The initial funding came from the promoters and a network of individual investors. We will continue to look at professional sources for funding for our growth initiatives.
Our initial investment went towards creation of an integrated technology platform and enterprise architecture and we are now actively investing towards our growth and expansion. Further, we are in the process of setting up prototypes for analytics, diagnosis and prescriptions, developing external facing communication platforms and marketing tools. CallHealth is a new age organisation and this lays the foundation for rapid scaling at an incremental cost.
How do you plan to scale up?
Over the next few years, CallHealth aims to cover an urban populace of approximately 450 million in India. We started our operation from Hyderabad and spread out to Tier II, III cities in Telangana and Andhra Pradesh using the Hub and Spoke model. Each metro city such as Hyderabad will become a Hub to the Tier II, III cities, in this case – Visakhapatnam, Rajahmundry, Vijayawada, Guntur, Nellore, Kurnool, Warangal and Tirupati; surrounding it.
The hub cities where we will introduce our services are Delhi, Bengaluru, Chennai, Mumbai and Kolkata from where we will develop a spoke model to service the corresponding areas around.
CallHealth aims to grow its market in India and across other developing countries. How do you fulfill the affordability factor?
We provide a wide range of personalised and integrated services across the healthcare eco-system. This, as we mentioned, is at no additional cost but convenience centric to users. It is not only the tangible items such as costs, but also, more importantly the combination of tangible and intangible elements such as time saved and patient comfort.
We believe, there is an untapped opportunity to provide medical and healthcare expertise in the rural set up as urban areas have more available and accessible healthcare solutions.
Could you share your vision for CallHealth?
Our vision is to be the world’s best fully-integrated Platform for ‘Everything about Health’ that brings better focus to preventive care. We plan to transform the way healthcare is delivered not just in India but also in other countries that have a similar fragmented healthcare delivery system.
CallHealth offers a set of customised healthcare solutions, taking care of each one’s life stage and life cycle and focus on ‘getting well to living well’ by concentrating on preventive care. We aim to disrupt traditional healthcare delivery by employing a world-class technology platform to enhance our reach and scope. We will aggressively expand our service portfolio and augment customer experience with future technologies like, artificial intelligence and personalised medicine. It will enable us to leverage data monetisation and opportunities and use the analytics to improve healthcare.