CARE Hospitals Turns to Tech Mahindra to Build a 24×7 Patient Access Hub in Hyderabad

The centre will give callers help in multiple languages, use integrated scheduling systems, and aims to reduce the waiting and confusion patients often face

For many patients in India, the first challenge is not the treatment itself but getting through to the hospital. Calls go unanswered, information is fragmented, and language remains a barrier. To address this gap, CARE Hospitals has opened a round-the-clock call centre in Hyderabad, developed in partnership with Tech Mahindra.
The facility is designed to work like a single gateway for anyone trying to reach CARE’s network. Staffed and supported by Tech Mahindra’s business operations team, it will field large call volumes daily and connect patients directly to appointment scheduling, service information, and emergency support.

One of the key features is language access. The centre is set up to respond in ten Indian languages, making it easier for callers from different states to interact without confusion. The system is also linked to customer-relationship management software and scheduling tools, which means that once a patient speaks to an agent, the request can be logged and acted upon without repeat calls.

CARE Hospitals leaders said the hub is not only about answering phones but about rethinking how patients experience their first interaction with the hospital. By moving to a centralised model, the group hopes to cut down on waiting times, reduce missed connections, and build trust through consistent service. Tech Mahindra’s role is to provide the technology and operational support that allows the model to run at scale.

The opening in Hyderabad is being seen as a pilot for how large hospital groups might professionalise patient access in India. If successful, the model could be replicated in other locations where demand is high and communication gaps are common.
For patients, the promise is simple: a voice at the other end of the line, available day and night, ready to provide clear information in a familiar language. For CARE, it is a chance to show that accessibility is now as central to healthcare as clinical expertise.

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