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What Every Hospital Should Learn From Swiggy & Zomato
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Published on
November 14, 2025
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Hospitals and food delivery apps exist in completely different worlds.
One deals with meals, the other deals with lives.
One promises taste, the other promises health.
But if we look closely, Swiggy and Zomato have transformed something much bigger than food, they have transformed customer experience, communication, transparency, and trust.
And these are the exact things Indian hospitals struggle with every day.
Today, if a restaurant delays food, users don’t panic.
Why?
Because they can see what’s happening.
Imagine if hospitals offered the same clarity, transparency, and responsiveness.
Let’s explore what every hospital can learn from these apps, not to commercialise healthcare, but to humanise and organise it better.
1. Transparency Reduces Fear
When you order food, you know:
- where it came from
- who is preparing it
- how much it costs
- when it will arrive
- where the delivery person is
Nothing is hidden. Everything is visible.
Now think of a hospital:
A patient gets admitted. They don’t know:
- how long the doctor will take
- when the report will come
- what the final bill will be
- how much each procedure costs
- what the next step is
Patients are not scared of treatment. They are scared of uncertainty.
Swiggy and Zomato proved one thing: When information flows freely, fear disappears.
Hospitals that provide clear instructions, transparent billing, expected waiting times, and regular report updates will always make patients feel calmer and safer.
2. Real-Time Updates Create Trust
Food delivery apps give instant updates:
- Order received
- Food prepared
- Picked up
- On the way
- Delivered
Even if something goes wrong, the customer remains relaxed, because they are aware of the situation.
Imagine if hospitals sent real-time updates for:
- report readiness
- delayed appointments
- surgery progress notifications to families
- room readiness
- discharge process
One message can save hours of anxiety. Families sitting outside an OT are more scared of silence than surgery. Information is medicine.
3. Reviews Are Public, And Hospitals Need the Same Courage
Restaurants cannot hide bad reviews. They face them, reply to them, improve from them.
Hospitals, however, often:
- avoid Google reviews
- ignore negative feedback
- argue with patients online
- fear public comments
But here’s the truth: Patients trust feedback more than advertisements.
A hospital that responds to reviews politely builds more credibility than one that remains silent.
Reviews don’t destroy hospitals. Lack of response destroys trust.
4. Personalisation Is Powerful
Swiggy and Zomato know what you order often. They send offers based on your behaviour. They recommend restaurants based on your taste. Now look at hospitals.
Every patient:
- has different concerns
- different history
- different follow-up needs
But hospitals send the same generic reminders, or no reminders at all. Imagine personalised healthcare:
- Diabetes patients get diet reminders
- Heart patients get walking goals
- Pregnant women receive trimester care tips
- Cataract patients get post-surgery check-up alerts
Personalisation is not selling. It is caring.
5. Even Complaints Feel Respectful
When food goes wrong, customers receive:
- Apology
- Refund
- Explanation
Even if it’s automated, the experience feels respectful. Hospitals often fear complaints, but complaints are opportunities. A patient who gets a call from hospital staff saying:
“We’re sorry for the delay. Thank you for telling us. We will resolve it.”
…will remain loyal.
A patient who is ignored becomes an angry reviewer or someone who never returns. Swiggy and Zomato taught the world that great service is not about perfection, but about response.
6. Predictability Matters More Than Speed
People don’t demand that food arrives instantly. They just need to know when it will arrive.
In hospitals:
- patients don’t demand zero waiting
- they just want to know how long
- they don’t demand instant reports
- they just want a time and a message when ready
Silence creates anxiety. Predictability creates peace.
7. The Interface Is Simple, Hospitals Make Things Complicated
Ordering food takes less than 60 seconds:
- Click restaurant
- Click dish
- Pay
- Done
In hospitals:
- forms
- signatures
- unclear departments
- people moving from desk to desk
- no signage
- no guidance
Patients are already stressed. Confusion makes it worse.
A hospital that simplifies its processes appears more professional than one that invests in expensive machines.
8. Swiggy and Zomato Turn Ordinary Into Experience
Food was always available. Delivery was always possible. But these apps turned food delivery into a smooth, predictable, trustworthy journey.
Hospitals can do the same:
- Fast check-in
- Clear communication
- Digital payments
- Report sharing
- WhatsApp engagement
- Transparent billing
- Clean waiting areas
- Polite staff
Patients choose hospitals not because of machines, but because of experiences.
9. Technology Helps Humans Work Better, Not Replace Them
Delivery apps use:
- automation
- live tracking
- AI recommendations
- feedback systems
- customer service chat
But the delivery rider is still human. The experience is still personal.
Hospitals should use:
- WhatsApp automation
- CRM
- SMS reminders
- Online booking
- Digital reports
- Feedback systems
This won’t replace human touch, it will free staff to provide better human touch.
10. In Healthcare, These Lessons Matter Even More
People don’t panic when food is late, but they panic in hospitals.
If a pizza arrives 10 minutes late, it’s an inconvenience. If a lab report is delayed 10 minutes without explanation, it becomes fear.
Hospitals should communicate more than food apps, not less.
Conclusion
Swiggy and Zomato did not succeed because of food. They succeeded because of:
- information
- clarity
- transparency
- responsiveness
- personalisation
- trust
These are the same things patients want from hospitals. Healthcare is not a business of food and delivery, it is a business of life and dignity.
And yet, the lessons are the same:
- when you communicate, patients trust you
- when you update, patients stay calm
- when you apologise, patients forgive
- when you personalise, patients feel cared for
- when you simplify, patients choose you
Hospitals don’t need to copy food apps. They just need to learn what the apps understood:
people want clarity, not confusion… trust, not fear.
Doctors Digital Marketing I Healthcare Marketing I Hospital Marketing Strategies I Marketing ideas for clinics I Marketing Trends 2025 I Medical Marketing I Social Media Marketing
is something we strongly believe in, which means ‘Knowledge without application is the same as having no knowledge at all
Akhil Dave
Principle Consultant
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