How Ozonetel Powered HCAH’s Remote Care Network During COVID-19

Challenges

COVID-19 lockdowns created severe communication gaps. HCAH faced reduced patient engagement, higher workloads, coordination issues, and a surge in misinformation during peak pandemic operations.

Ozonetel rapidly deployed cloud contact centers, enabling real-time communication between patients, healthcare providers, and government helplines—ensuring scalable, reliable, and consistent patient engagement.

Solution

Results

Enabled uninterrupted home care and enhanced patient satisfaction through faster coordination, accurate reporting, and seamless remote clinical services with 550 agents compliant

About

HealthCare at Home (HCAH) is India’s leading out-of-hospital healthcare service provider, delivering over 70% of clinical services directly to patients’ homes. With a network spanning multiple cities and more than 4 million patients served, HCAH specializes in chronic care, post-hospitalization recovery, physiotherapy, cancer care, and ICU setups at home. By blending clinical expertise with digital innovation, HCAH ensures high-quality, affordable, and personalized care that enhances patient comfort and outcomes—making healthcare more accessible, continuous, and compassionate across urban and rural India.

Ultra-Rapid Deployment for COVID Helplines

In a time when speed could save lives, Ozonetel enabled HCAH to launch state-level COVID helplines in Delhi, Punjab, and Karnataka within just days. Using the Cloud Agent platform, HCAH quickly onboarded independent agents and medical coordinators who began handling critical patient inquiries and government-linked calls. The deployment ensured that every patient could reach a verified healthcare representative in real time. This agility was crucial as daily call volumes surged, helping HCAH bridge the communication gap between citizens, caregivers, and state health authorities effortlessly.

Enabled Continuous Omnichannel Patient Engagement

Ozonetel’s omnichannel capabilities allowed HCAH to manage patient interactions across voice, SMS, and digital channels, ensuring that no communication gap existed during the crisis. Doctors and nurses could access real-time data, share prescriptions instantly, and follow up with patients twice a day for ten consecutive days. Automated alerts tracked oxygen levels and critical vitals, helping prevent escalation. This consistent and personalized engagement strengthened patient trust in remote care and significantly improved satisfaction scores. The ability to maintain medical supervision virtually proved transformative for home-based healthcare delivery.

At the time when HCAH had to handle scale, Ozonetel stood by our side to give us the support which saved lakhs of lives. The nimbleness with which the team responded to that crisis was truly remarkable.

Dr. Gaurav Thukral
COO, HCAH

Simplified Monitoring & Government Reporting

Handling massive patient data and daily government reporting became manageable with Ozonetel’s Reports and Analytics engine. All COVID-19 interactions were captured, analyzed, and securely stored, enabling real-time insights into patient conditions and treatment outcomes. HCAH teams could generate and submit daily updates to health departments before midnight, improving accountability and transparency. The automation replaced error-prone manual reporting, while centralized dashboards made it easier to identify critical cases faster. This streamlined data flow directly supported the government’s pandemic response and improved coordination across multiple states.

Scalable & Reliable Cloud Infrastructure

Ozonetel’s geo-redundant cloud infrastructure helped HCAH scale effortlessly to support over 550 agents and millions of calls during the pandemic peak. With 99.9% uptime, advanced load balancing, and dedicated account management, the system handled unpredictable call spikes without disruption. This ensured uninterrupted & HIPAA- compliant communication and service continuity at a time when healthcare systems worldwide were under immense pressure. Beyond scalability, Ozonetel’s real-time analytics gave HCAH visibility into call performance, agent efficiency, and patient engagement—transforming data into actionable insights that helped optimize care delivery at scale.

Benefits & Overall Impact

Ozonetel empowered HCAH to accelerate deployment, improve operational visibility, and sustain high-quality patient care during an unprecedented healthcare emergency. The collaboration simplified communication for 550+ agents, strengthened patient engagement, and streamlined government reporting all while enabling HCAH to deliver care with compassion and confidence at scale.