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Indian outsourcers eye bonanza from US healthcare bill

Internet connects deepest Nepal to 'telemedics'
Kathmandu (AFP) March 31, 2010 - Patients in rural Nepal will soon be able to consult specialist doctors over the Internet as part of an innovative scheme to improve health care in remote areas of the Himalayan country. Over the next few weeks, the government will begin connecting 25 district hospitals, most of them located in the rugged and inaccessible Himalayas, to specialist consultants in the capital Kathmandu using satellite technology. The 30-million-rupee (400,000-dollar) project is the first of its kind in Nepal, where millions of people live in small communities with no road connections and several days' walk from the nearest hospital. The scheme is the brainchild of doctor Mingmar Sherpa, who for 24 years ran the main hospital in the Everest region in eastern Nepal, where he experienced at first hand the difficulties faced by health practitioners in rural areas.

"Most people in Nepal live in remote villages where harsh weather conditions and geography make access to healthcare difficult," said Sherpa, 56, now director of logistics at the health ministry in Kathmandu. "It's very hard to get specialists into those districts -- mostly they want to remain in the city, or even go abroad to work. Even getting skilled birthing attendants to work in such places has proved a challenge," he told AFP. "So the health ministry decided it was worth trying telemedecine, which is already quite advanced in other South Asian countries such as India." Impoverished Nepal has made significant progress in health care in recent years, reducing maternal and child mortality rates and increasing life expectancy.

In 2007 the government endorsed health care as a basic human right in the constitution, introducing a policy of free treatment for the poorest and most vulnerable. But development agencies say nearly one in four people in Nepal still has no access to even basic health care. Sherpa came up with the idea of introducing telemedecine five years ago, but at that time, Internet connectivity in Nepal was still too weak for the scheme to work. Now, under his supervision, the health ministry has set up high-speed Internet connections in 25 hospitals, using satellite technology to provide sufficient bandwidth for videoconferencing. Local doctors will log their patients' notes online along with any x-ray or ultrasound images and lab tests, ready to be examined by specialists in Kathmandu -- a system known as "store and forward". Doctors at the Patan Hospital on the outskirts of the capital will devote two hours a day to patients in outlying areas under the plan, which will also allow rural health workers to receive training using videoconferencing.

Sherpa says the system will allow common diseases to be diagnosed much more quickly than at present, and enable post-operative patients to receive follow-up treatment without having to travel to the capital. Under the scheme, doctors in Kathmandu will in turn be linked up with consultants know as "super-specialists" working in 12 hospitals across India to give them access to further medical expertise when needed. The government is also setting up a toll-free telephone line offering health advice to people living long distances from the nearest doctor. It is a major leap forward in a country where as little as 20 years ago, most people still relied on local shamans or witch doctors if they fell ill. "Telemedecine sounds very technical, but it is really just using technology to treat patients, whether it be mobile phones or the Internet," said Sherpa, who hopes the scheme will eventually extend nationwide. "Once we are on the right track, we will start adding more districts and expanding into rural health posts. This is just the beginning."
by Staff Writers
New Delhi (AFP) March 31, 2010
Indian outsourcing firms are banking on a business bonanza from US President Barack Obama's landmark healthcare reform as cost pressures prod insurers and hospitals to become more efficient.

The 940-billion-dollar US healthcare bill, passed in March, will extend health insurance coverage to 32 million Americans over the next decade and require insurers and medical care providers to cut costs substantially.

"The influx of newly insured represents a big, exciting opportunity for the industry," Ananda Mukerji, chief executive officer of Firstsource Solutions, which was an early outsourcing mover in the US healthcare market, told AFP.

"These 32 million Americans represent a considerable rise in consumption of healthcare services and the legislation is especially significant with its new limits on how much can be spent on administrative costs," he told AFP.

Some of the new work will be customer support, meaning claimants in the US might be connected with Indian call centres that are already popular with banks and insurance companies in the West.

But a big chunk of it will be "back office", the administrative processes that underpin the medical system, such as enrolling new claimants in insurance schemes, processing medical claims and transcribing health records.

The United States already spends 2.5 trillion dollars on healthcare and the bill will create an additional market of 261 billion dollars, according to the US Centers for Medicare and Medicaid Services.

A key provision of the new law -- from which the bulk of outsourcing deals are expected to flow from 2013-14 -- requires insurers to divert much more of premium revenues to healthcare and away from administration.

All cost cut angles "must be leveraged including outsourcing and offshoring. This will mean positive momentum for players," said Keshav Murugesh, chief executive of WNS Global Services, a major outsourcer.

Administration expenses total as much as 41 percent of US private premium revenues, according to a Deloitte consultancy study.

Insurance firms will have to use outsourcing "to do more with less" to retain their profit margins, said Sanjiv Kapur, head of India's Patni Computer Systems' business process outsourcing (BPO) unit.

To help cut costs, the US government is requiring all paper medical records be made electronic, offering addition potential to companies such as CBaySystems, which is already the world's largest medical transcriber.

Mumbai-headquartered CBaySystems is "geared up" to help healthcare providers automate their processes more and "change from paper records to electronic ones", chief executive Raman Kumar said.

Most of the outsourcing will be done in India. But some work will be in the United States in what is known as "onshoring" as US insurers and health care providers turn to companies owned by Indian companies.

Some Indian firms have already been ramping up their US presence through acquisitions and joint ventures so they can carry out "onshore" outsourcing within the United States.

Part of the reason for this is to prevent criticism of jobs leaving the US for India -- something Obama has publicly attacked as domestic unemployment hovers around 10 percent.

"Clearly, there's going to be protectionist sentiment prevailing and for some time in the future until the economy recovers," Mukherji said.

Patni Computer Systems, for instance, set up an office in El Paso, Texas, recently after clinching a deal with a US healthcare insurer.

Mukherji's Mumbai-based Firstsource, the biggest Indian BPO player in the United States, whose company has 25,000 employees out of which 2,000 already work in servicing healthcare contracts in the United States.

A drop in US property and labour costs due to the US economic slump has made servicing outsourcing contracts in the United States much easier, add firms, which say about 15 to 20 percent of their work could be done locally.



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INTERN DAILY
Internet connects deepest Nepal to 'telemedics'
Kathmandu (AFP) March 31, 2010
Patients in rural Nepal will soon be able to consult specialist doctors over the Internet as part of an innovative scheme to improve health care in remote areas of the Himalayan country. Over the next few weeks, the government will begin connecting 25 district hospitals, most of them located in the rugged and inaccessible Himalayas, to specialist consultants in the capital Kathmandu using sa ... read more







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