For decades, hospitals were designed around clinical systems and operational efficiency. Today, patients arrive far more informed, armed with research, opinions, and expectations shaped by a digital-first world. Information has become the new authority. Modern hospitals are no longer just care centres; they are service organisations whose success depends on trust, responsiveness, and experience. Over the past several years, we have focused on transforming healthcare operations while preserving what matters most, the human touch. Digital tools now simplify the patient journey even before they step inside our doors. Online appointments, pre-visit notifications, doctor introduction videos, and virtual follow-ups have reduced anxiety, increased transparency, and built early trust.

\Technology should make care faster and easier, while humanity should make it meaningful.\

Yet the most meaningful transformation has occurred at the moment patients feel it most, the discharge process. When a doctor says, “You’re good to go,” the only thing a patient wants is to go home. Historically, however, discharge has been slowed by insurance coordination, documentation, and multi-department approvals. This has created unnecessary stress at a moment of relief.

To address this, we introduced AI- and RPA-assisted discharge automation. Intelligent workflows now automate claims documentation, validation checks, and insurer communication. Manual scanning and repetitive data entry have been replaced with rule-based, AI-enabled processes that move information instantly and accurately.

The impact has been significant:

1. Faster discharge turnaround times
2. Reduced patient anxiety and frustration
3. Improved bed availability and operational flow
4. Stronger financial and compliance outcomes

Beyond operations, AI is reshaping healthcare at a deeper level. As digital transformation accelerates, vast volumes of clean, structured clinical data are being captured through Electronic Medical Records (EMRs). This shift is changing care delivery from reactive and preventive models to predictive and corrective care. Risks are identified earlier, interventions are personalised, and outcomes improve. We are just beginning this journey. As AI models mature, they will help predict discharge readiness, flag insurance gaps in advance, and proactively resolve bottlenecks. In many cases, this will happen before patients are even aware of them. This is the future of healthcare, where operational excellence supports clinical excellence, and technology clears the path for compassion to lead every interaction. Because in healthcare, patients remember how we made

them feel, long after they forget everything else.

The Journey Into Industry

Girish Koppar, BE, PGDMS, is a visionary leader and mentor in Healthcare IT with over 30 years of experience across Healthcare, Manufacturing, and Textile sectors. A Certified Independent Director, CHCIO, PMP, and ITIL professional, he currently serves as an independent consultant and advisor to startups, guiding digital transformation initiatives.

Girish is a board member and secretary of CHIME India Chapter, an assessor for NaBH Digital Health Standards, and visiting faculty at TISS Mumbai.

Recognized multiple times in the CIO Powerlist, he is a thought leader, mentor, and contributor to advancing healthcare IT standards, innovation, and leadership across India.