Kolkata, 30th March 2026: CK Birla Hospitals, hosted a conclave on patient experience in healthcare, bringing together senior hospital leaders, clinicians, and industry experts to examine how care is delivered and perceived across the patient journey. The event focused on identifying and sharing practices that improve communication, service consistency, and patient engagement across the group’s institutions.
Healthcare institutions have long measured performance through clinical metrics. What is changing is the recognition that patients experience care well beyond the clinical encounter, through how information reaches them, how processes treat their time, and how staff interact with them at every stage. CK Birla Hospitals convened this conclave to examine that broader picture and to draw practical conclusions from it.
The conclave was graced by the presence of Chief Guest Dr Girdhar Gyani, Director General, Association of Healthcare Providers of India, who shared valuable insights on advancing patient-centric care in India. The conclave was led by Mr. Vipul Jain, CEO, CK Birla Hospitals, and Dr. Sombrata Roy, Unit Head, CK Birla Hospitals -CMRI and he is also the President of West Bengal Chapter of AHPI (Association of Healthcare Providers of India) alongside Mr. Supratik De Sarkar, Regional Head BMB and RBH, and Ms. Disha Arora, General Manager-Service Excellence, CK Birla Hospitals.
The highlight of the event was the panel discussion titled ‘What Patients Remember: Leadership Reflections on Experience in Care’, featuring leaders such as Prashant Sharma, MD, Charnock Hospitals; Joy Chakraborty, COO, P D Hinduja Hospital and Medical Research Centre; Venkatesh R, Group COO, Narayana Health; Abhijit Majumdar, CEO, Apollo Multi-Speciality Hospitals and Dr Shankar Sen Gupta, Medical Director and Professor, HOD Laboratory Medicine, CNCI. Eminent speakers such as Ms. Kanika Hasrat , Senior Regional Director Operations South Asia , Hilton shed light on service lessons from Hospitality for Healthcare. The audience had witnessed a strong debate among doctors highlighting what truly shapes patient care experience. The end of the event was followed by a second panel discussion on Invisible Technology and its impact on Healthcare.
A strong focus was placed on systematic collection and application of feedback through surveys, direct interaction, and digital platforms that give hospitals a reliable basis for understanding where care delivery needs improvement. Consistent action on that feedback strengthens the trust of patients place in the institution and in the people delivering their care.
This initiative of all the 5 hospitals namely CK Birla Hospitals- CMRI, CK Birla Hospitals – BM Birla Heart Hospital, CK Birla Hospitals – Gurgaon/Delhi and CK Birla Hospitals- Jaipur coming under one roof has explored how trust, empathy, and service standards shape patient journeys. The role of leadership plays in building a culture where consistent, meaningful care is the norm rather than the exception. The conclave was part of CK Birla Hospitals’ sustained investment in care delivery that meets clinical and service standards across all its institutions.
