Expected Outcomes & About the Author

My understanding of patient experience began in the consultation room rather than in an operations office. Over thirteen years in Oral Medicine & Radiology at JSS Dental College & Hospital, I managed a clinical caseload of 100–125 patients each day, diagnosing oral cancers, potentially malignant disorders and the oral manifestations of systemic disease. In that setting, communication, dignity and coordinated referral were not service refinements; they determined whether a patient understood a diagnosis, returned for review and completed treatment.

Alongside clinical practice, I coordinated Dental Council of India inspections and university examinations over eight years and contributed to the institution’s NAAC A++ accreditation and ISO 9001:2015 quality management systems — experience that taught me how standards become daily process, documentation and accountability rather than aspiration. I subsequently served in the district COVID-19 response by appointment of the District Commissioner, across four care centres and more than 2,000 patients over nineteen months.

As Director – Operations & Patient Experience at Mysore Hospital, I have established governance structures, operational policies and SOPs, KPI review mechanisms and Infection Prevention & Control processes. I have led patient experience through feedback analysis, grievance redressal, complaint resolution and service recovery, and developed Women’s Health & Wellness programmes, community health camps and preventive health education — including inclusive initiatives for children with special healthcare needs.

In parallel, I serve as Medical Director – Healthcare Strategy & Global Collaborations at ThinkRoman Ventures, a United States-headquartered digital health organisation, supporting a specialist second-opinion platform. As Strategic International Coordinator & International Patient Relations Lead at Mysore Aesthetics, I lead international patient coordination end to end, and have engaged with Qatar’s healthcare community through the ISPCAN International Congress in Doha, co-organised with Sidra Medicine, and as an invited delegate to the World Innovation Summit for Health in 2018 and 2024.