Navigating Post Acquisition Success: Core Strategies That Paved The Way For SuVitas' Seamless Integration With HCAH

The discussion highlights HCAH's commitment to ensuring consistent, high-quality patient care throughout the integration and expansion process.

1. What strategies did HCAH use to grow SuVitas after acquiring it in August 2021?

After we acquired SuVitas in August 2021, we implemented a growth strategy leveraging its strengths, including its transition care model, stakeholder confidence and thought leadership. We focused on improving unit economics, expanding service offerings and demographics, and scaling operations. We positioned SuVitas as a dedicated transition care provider within our broader out-of-hospital care services portfolio. This allowed us to optimize leadership and operations, introducing additional services like home care and digital rehab to enhance the patient experience and diversify our offerings in line with our vision.

2. How have SuVitas capacity and patient numbers changed post-acquisition?

As a vital part of HCAH, SuVitas has achieved an impressive three-fold increase in the number of centres and rehab bed capacity, along with expansion into three new cities beyond Hyderabad and Bangalore, including Gurugram, Kolkata, and Mumbai. The company now has a substantial 435 beds spread across seven centres, with Mumbai being the latest addition.

3. How has SuVitas customer base evolved since the acquisition? Are there any new customer segments that have been tapped into?

Since the acquisition, we have introduced new healthcare offerings, including Long Term Acute Care and Assisted Living, expanding our services to cater to a broader range of patient needs. Furthermore, we have extended our post-discharge care plans through home care and digital rehab, enhancing patient support beyond the hospital stay. Additionally, we increased the variety of room categories to include shared rooms and wards, in addition to single rooms, accommodating different patient preferences and budgets. Our focus has expanded to encompass specialized care segments such as OncoRehabilitation, Pediatric Rehabilitation, and Geriatric Care.

4. What operational and patient care improvements followed the SuVitas acquisition by HCAH?

We initiated an expanded Continuous Quality Improvement program through our dedicated Quality Team, which involved rigorous clinical insights, adherence to best practices, outcome analysis, and benchmarking. Additionally, we introduced the IRIS system, an app-based feedback initiative utilizing QR codes. This system not only streamlined grievance handling but also expanded services, such as allowing patients to order food from the cafeteria and submit testimonials or expressions of gratitude. These enhancements have collectively elevated the patient experience by proactively addressing concerns and providing a comprehensive feedback mechanism.

5. What key factors drove the successful integration of SuVitas into HCAH and its market expansion?

Firstly, we retained the best practices and key resources instrumental for SuVitas, including quality protocols and talented personnel, ensuring a solid foundation for growth. Secondly, we expanded the spectrum of post-hospitalization care services, broadening our out-of-hospital care offerings. Lastly, the complementary strengths of products, models, and demographic presence played a pivotal role. SuVitas' strong presence in institutional transition care in the South complemented HCAH's existing home care services in the North, creating a synergistic advantage in terms of demographics and service offerings.

6. How does HCAH ensure consistent quality patient care while integrating and expanding acquired entities like SuVitas?

To ensure consistent quality patient care while integrating and expanding entities like SuVitas, we at HCAH employ a twofold approach. Firstly, we implement standardized Standard Operating Procedures (SOPs) across governance, delivery, and sales. These SOPs encompass protocols and accreditation standards, serving as a guiding framework for our operations, guaranteeing uniformity and excellence. This department oversees the strict adherence to SOPs, vigilantly tracks any deviations, and acts as a supportive coach to bridge any gaps in quality, thereby upholding a high standard of patient care. Moreover, HCAH is the only company in India accredited under both NABH and QAI (India's homecare standards), underscoring its commitment to delivering exceptionally high-quality care to patients. Moreover, HCAH is the only company in India accredited under both NABH and QAI (India's Transition Care Center and homecare standards), underscoring its commitment to delivering exceptionally high-quality care to patient.