Technology Enabled Care [TEC]: Inspiring Journey Of Happiness Engineer Ms.Vineetha Sasidharan 

The Arya Vaidya Pharmacy (AVP) reflects the legacy of its founder, Late Aryavaidyan Shri P. V. Rama Variar, born in 1908. As the son of noted Sanskrit scholar, Poet and physician Vaidyavichakshanan Mankulangara Kunjan Varier and Smt. Putiya Variyath Kutty Varasiar, Shri Variar grew up with a deep respect for traditional healing. Under the guidance of Vaidyaratnam P. S. Varier, founder of the Kottakkal Arya Vaidya Sala, he learned Ayurvedic treatments and medicinal preparations. 

Our Institution: The Arya Vaidya Chikitsalayam and  Research Institute [AVCRI] 

AVCRI, established in 1957 as the clinical wing of The Arya Vaidya Pharmacy, stands as a prominent institution dedicated to Ayurvedic healthcare. Located in the heart of Coimbatore, Tamil Nadu, AVCRI is a 120-bed Ayurvedic hospital that offers classical treatments for a diverse range of health conditions. 

AVCRI was the 1st to have a research tie up with the World Health Organization (WHO). In 1977, a collaborative project on the efficacy of Ayurvedic treatment in Rheumatoid Arthritis was conducted with WHO and the Indian Council of Medical Research (ICMR). 

AVCRI is one of the first Ayurvedic hospitals to receive ISO 9001:2008 / 9001:2018 certification, demonstrating its commitment to maintaining international quality standards. In order to ensure patients receive the best possible Ayurvedic treatment, AVC has undergone this certification process to reflect its commitment to patient safety and quality care. 

Below are highlights of the interview with The Business Fame :  

WHAT ARE THE PRODUCTS AND SERVICES THAT YOUR COMPANY SPECIALIZES IN? 

AVP strives to “Touch Lives Through Ayurveda” by being a leading source of authentic Ayurveda products globally. Products are meticulously formulated with carefully selected herbs, undergoing rigorous efficacy testing in our research facilities. We ensure all products align with sacred Ayurvedic texts. 

AVCRI offers comprehensive clinical services focusing on holistic patient care. This includes detailed consultations with experienced Ayurvedic practitioners, personalized treatment plans, and specialized therapies like Panchakarma, Shirodhara, and Abhyanga, promoting overall well-being. Specialized clinics manage rheumatology and chronic conditions through Ayurvedic medications and in-house treatments. 

AVCRI produces a diverse range of Ayurvedic medicines, blending classical formulations such as Rasayanas, Churnas, and Kashayams, with modern scientific validation. Additionally, proprietary medicines address contemporary health issues, including stress relief, immune support, and digestive health supplements. 

THE LONG-STANDING SUCCESS OF AVCRI 

In 2003, AVPRF (Research wing of AVP) along with AVCRI commenced an ambitious initiative to scientifically document Ayurvedic practices through the RUDRA program. This program aims to validate traditional healing methods through meticulous clinical research, thus establishing a global scientific basis for Ayurveda. Dr. P. Ram Manohar was instrumental in designing the application.  Other visionaries like Dr. K. G. Raveendran, Dr. K. C. Narayanan was also a reason for such an initiative and success; Supported by the AYUSH Ministry, RUDRA has received recognition for its innovative approach to integrating Ayurveda with contemporary medical practices. A significant achievement was the execution of the first clinical research project assessing Ayurvedic treatments outside the United States, funded by the National Institutes of Health (NIH), USA. This project not only marked a milestone for the group of institutions,  but also paved the way for further scientific exploration of Ayurvedic medicine on an international level. 

HOW HAS YOUR INSTITUTE BEEN ABLE TO DISRUPT THE TRADITIONAL WAY OF WORKING? 

The TeleMED online consultation platform was a disrupter from the traditional practices of ayurvedic way of consultation. It had effectively disrupted traditional practices of a doctor patient in person interaction & consultation by the traditional methods of Nadi Pariksha, traditionally reliant on pulse palpation for dosha assessment. Intervention of TeleMED online consultation started with the onset of global pandemic challenges and travel restrictions, and patients worldwide have embraced TeleMED for remote consultations and ongoing medication delivery, facilitated with meticulous documentation.  

Through digital transformation, doctors now analyze lab reports online to prepare personalized prescriptions tailored to each patient’s medical condition. This seamless integration of digital tools has ensured continuity of care without compromising traditional Ayurvedic principles. Despite operating primarily online, the platform has maintained high standards of patient care and satisfaction.  

As patients progress through multiple follow-up visits, the platform advises on transitioning to in-person consultations for further assessment and treatment planning. This approach underscores the platform’s ability to harmoniously blend modern technology with ancient Ayurvedic practices, offering a comprehensive healthcare solution that prioritizes patient comfort, convenience, and holistic well-being. 

CAN YOU DESCRIBE A RECENT SUCCESS, AND WHAT FACTORS CONTRIBUTED TO ITS SUCCESS? 

AVCRI excels in Ayurvedic healthcare, driven by values, innovation, and patient care. We believe that true healing encompasses not only the physical aspects of health but also the mental and emotional dimensions. Our team of qualified vaidyas is dedicated to advancing Ayurvedic knowledge through continuous education as well as clinically. We strive to uphold the highest standards of care while preserving the authenticity of traditional Ayurvedic practices.  

The COVID-19 pandemic prompted the initiation of the TeleMED project at AVCRI, with the guidance of Padma Shri Dr. P. R. Krishnakumar Ji and support from IT Head Mr. Jidesh G. Since June 2020, my role has been pivotal in ensuring seamless patient experiences. I manage appointments, resolve technical issues, and enhance global patient engagement, tailoring services to diverse needs. This includes delivering personalized Ayurvedic consultations and facilitating efficient medication shipments through our pharmacy. More than 12,000 consultations involving foreigners, NRI’s & Patients even from the remote parts of India were conducted via online.    

The success of the TeleMED project relies on integrating Ayurvedic wisdom with digital healthcare platforms, enhancing accessibility and maintaining high standards of care at the same time. Engaging with patients globally underscores the importance of empathy, flexibility, and cultural sensitivity in healthcare delivery. Spearheading initiatives across departments, I streamline processes, optimizing service delivery and resource utilization amidst uncertainty. These efforts reflect our institute’s commitment to holistic wellness through Ayurveda, ensuring compassionate and effective healthcare solutions during challenging times. Single point of contact through a WhatsApp number: +919787982888 was initiated by us and this led to a seamless process for patients to get connected during the pandemic. Through enhanced digital transformation, this process continues in an even more advanced way. 

It has been extremely gratifying to witness the transformative effects of Ayurvedic treatments on our patients. The stories of healing and personal growth they share are truly inspiring, showing not only how Ayurveda can offer relief from a variety of ailments, but also how it can be embraced as a holistic lifestyle choice. This reinforces our commitment to providing patients with health and well-being through natural, sustainable methods tailored to their individual needs. 

HOW DO YOU APPROACH BUILDING TRUST WITH PATIENTS FROM DIVERSE CULTURAL BACKGROUNDS, AND WHAT STRATEGIES HAVE YOU FOUND MOST EFFECTIVE IN FOSTERING MEANINGFUL RELATIONSHIPS? 

Navigating interactions in cross-cultural communication and patient-centered care has sharpened my skills. Understanding and respecting differences and individual preferences have been crucial in building trust and fostering meaningful relationships with our global patient’s. Whether it’s adjusting to accommodate different time zones or ensuring clear communication regarding treatment protocols, every interaction has taught me the importance of empathy and flexibility in healthcare delivery. The TeleMED team as well as our doctors have been invaluable in making themselves available based on patient’s convenience, even amidst their busy OP/IP schedules. 

REFLECTING ON YOUR EXPERIENCES, WHAT STRATEGIES HAVE YOU FOUND MOST EFFECTIVE IN MAINTAINING HIGH PATIENT SATISFACTION WHILE ADAPTING TO THE CHALLENGES? 

Reflecting on my journey, I’ve found that maintaining high patient satisfaction in healthcare hinges on several key strategies infused with creativity and empathy. Firstly, personalized care remains paramount; understanding each patient’s cultural background, preferences, and health goals fosters trust and ensures treatments resonate deeply. 

Secondly, proactive communication is crucial. Utilizing advanced technologies like TeleMED enhances accessibility and responsiveness, allowing for seamless consultations across time zones and facilitating continuous support. Clear, compassionate communication about treatment plans and expectations reinforces patient confidence and commitment. 

Embracing innovation in healthcare delivery was the key to the success of TeleMED. We were the 1st in the ayurveda healthcare industry to adapt to hybrid mode of assistance. Due to the pandemic and its after effects, I was assisting through WFH. My IT team helped in providing remote connectivity to the IT infrastructure on premise. Hence enabling me to access applications & also in assisting patients & doctors to get connected.      

WHAT INSPIRED YOU TO JOIN THIS COMPANY, AND WHAT HAS BEEN YOUR BIGGEST CHALLENGE IN LEADING IT TO WHERE IT IS TODAY? 

My journey at AVCRI has been marked by a commitment to excellence, innovation, and compassionate care for our patients under the leadership of Late Dr. P.R. Krishna Kumar, who was the Managing Trustee of AVCRI. Began as an IP Executive in December 2019 to PRO. This role provided me with a foundational understanding of patient interaction and administrative processes within the institute. 

As a fresh recruit, initially, I faced challenges in effectively implementing and executing tasks. However, with continuous assessment and guidance from my mentors, we successfully navigated these challenges. The most rewarding aspect has been hearing positive feedback from our patients, affirming our efforts in delivering exceptional care and service. 

WHAT IS YOUR LEADERSHIP PHILOSOPHY, AND HOW DO YOU ENSURE THAT IT IS REFLECTED THROUGHOUT YOUR ORGANIZATION? 

My leadership philosophy draws inspiration from the timeless wisdom of Late Padma Shri Dr. P.R. Krishna Kumar’s profound words, “Grow where you’re planted”. This philosophy encapsulates a mindset of resilience and determination, urging us to embrace challenges as opportunities for growth and transformation. It instills a deep sense of purpose and commitment to our collective mission, guiding us through difficulties with unwavering resolve. 

I believe in fostering a culture of continuous learning and adaptation within our organization. By encouraging open communication, innovation, and creativity, I empower each team member to contribute their unique strengths towards our shared goals. Together, we cultivate an environment where ideas flourish, and individuals thrive. 

Regular reflection on our mission and values reinforces our dedication to excellence and compassionate care. It inspires us to push boundaries, constantly evolving to meet the evolving needs of our patients and community. Through collaborative leadership and empathy, we not only achieve organizational success but also inspire others to embrace their potential and make a meaningful impact in the world of healthcare. 

HOW DO YOU BALANCE THE NEED TO INNOVATE AND TAKE RISKS WITH THE NEED TO MAINTAIN STABILITY AND PROFITABILITY? 

Innovation and risk-taking in legacy institutes must be balanced with stability and profitability, including integrating digital platforms and managing diverse workforces effectively. In order to innovate effectively, a careful assessment of market trends and patient needs must be conducted, in order to make sure that new digital tools enhance, rather than disrupt, the operations of the organization. At the same time, stability is maintained through rigorous risk assessments and gradual implementation of new technologies. By optimizing patient care and operational workflows, digital efficiencies safeguard profitability. A communication and training program that fosters confidence and competence in the use of digital platforms ensures smooth transitions for doctors. 

HOW DO YOU IDENTIFY AND DEVELOP THE TALENT WITHIN YOUR ORGANIZATION, AND WHAT ROLE DO YOU SEE MENTORSHIP PLAYING IN THIS PROCESS? 

Identifying and developing talent within a legacy institute involves continuous monitoring and targeted training. Begin by assessing current skills and future needs to pinpoint gaps. Implement ongoing training programs that address these deficiencies while incorporating emerging trends and technologies. Mentorship plays a pivotal role by pairing experienced staff with younger employees to transfer knowledge and foster professional growth. This process not only enhances individual skills but also cultivates a cohesive team environment where expertise is shared and innovation flourishes. By prioritizing skill development and mentorship, the institute can adapt, thrive, and maintain its competitive edge in a changing landscape. 

HOW DO YOU APPROACH RISK-TAKING AND DECISION-MAKING IN YOUR SERVICES, AND WHAT STEPS DO YOU TAKE TO MITIGATE POTENTIAL RISKS? 

At TeleMED Service, our approach to risk-taking and decision-making is synonymous with innovation and resilience. We embrace calculated risks as opportunities for breakthroughs, leveraging collaborative insights and cutting-edge technologies. Our decision-making process integrates foresight with agility, ensuring every step forward is grounded in strategic planning and informed by real-time data. We proactively mitigate risks through robust contingency plans, continuous monitoring, and adaptive strategies that safeguard operational continuity and enhance patient satisfaction. This proactive mindset not only drives our competitive edge but also reinforces our commitment to delivering impactful healthcare solutions that empower and enrich lives globally.