HCAH: Delivering Innovative Home Health Care in India

In September 2021, the chief operating officer and executive vice-president of HealthCare atHome India Pvt. Ltd. (HCAH India), based in Mumbai, India, was concerned about his company’s future. Founded in 2012, HCAH India provided a wide range of health services at home, including intensive care, step-down beds, post-operative care, nursing, physiotherapy, attendant services, and elderly care. During the COVID-19 pandemic, the company was growing at a rate of 60 per cent month over month. While the COVID-19 virus continued to strain the country’s health care system, the chief operating officer and executive vice-president faced numerous organizational and social challenges. HCAH India had responded quickly to address the home health care needs of patients during the pandemic. It was even recognized for its excellence by the Federation of Indian Chambers of Commerce and Industry as the best home health care provider. However, how could the organization evaluate its options and focus on internal capabilities, while building on its strengths to meet future challenges?

This case is intended for use at the graduate and executive levels in courses on leading change and crisis management in health care. The case can be used in courses with a focus on evaluating business models in home health care, as well as on dealing with health care challenges in emerging economies. Students will learn how organizations in the emerging home health care industry in developing economies such as India are managing change and crisis. They will also discuss the factors that drive growth in such organizations and the approaches that the leaders in such organizations employ to navigate through crisis situations, such as the COVID-19 pandemic. The case can also facilitate a detailed discussion on the concept of integrated care, as well as the advantages and disadvantages of various business models prevalent in India’s home health care industry. The case also provides students with an opportunity to evaluate characteristics of different crisis situations that organizations encounter and organizational measures to counter them. After working through the case and assignment questions, students will be able to<ul><li>appreciate and analyze the challenges of leading change in the home health care sector in emerging economies with dynamic socio-economic characteristics;</li><li>analyze the factors driving growth in home health care organizations for future success;</li><li>evaluate the prevalent home health care models; and</li><li>analyze the impact of the COVID-19 pandemic on home health care organizations using the crisis typology and suggest organizational countermeasures.</li></ul>

• healthcare
• home care
• COVID-19
• crisis
• general management
• human resources