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In an era where technological innovation is reshaping global healthcare delivery, Nawaloka Hospitals seek to integrate advanced technologies across clinical, operational, and patient service domains, reinforcing our commitment to becoming a regional healthcare leader. Central to Nawaloka’s business model is the integration of cutting-edge digital solutions that enhance patient care, improve clinical precision, and streamline service delivery. The deployment of South Asia’s first AI-powered Radiology Centre in 2024, along with intelligent diagnostic tools, tele-medicine platforms, and real-time performance dashboards, reflects this bold and future-focused direction. These innovations not only elevate medical outcomes through speed and accuracy but also optimise operational efficiency and support the hospital’s medical tourism services model.
Strategic Impetus
As technology integration remain a part of our strategic impetus. The below illustration depict how we integrate technology into the value creation process.
Strategic Priorities: Operational Efficiency, Patient Satisfaction, International Expansion
As such, during the year under review, we implemented a plethora of digital solutions and technological advancements across various aspects of our operations.
2020/21 |
2021/22 |
2022/23 |
2023/24 |
2024/25 | |
Medical Equipment | 250,569,110 | 532,399,520 | 57,905,831 | 47,205,639 | 164,121,482 |
Clinical Excellence and Diagnostic Accuracy
AI Technologies – The key highlight of the year was the launch of South Asia’s first AI-powered Radiology Centre. This facility integrates artificial intelligence into diagnostic imaging services such as CT, MRI, digital X-rays, and mammograms, significantly enhancing both speed and accuracy. The AI systems are capable of early disease detection by rapidly processing complex imaging data and highlighting potential discrepancies, allowing radiologists to focus on complex cases and deliver more informed clinical decisions. Fully integrated with the hospital’s Electronic Health Record (EHR) system, this innovation shortens turnaround times, improves diagnostic reliability, and sets a new benchmark for regional healthcare technology. Additionally, we deployed an Inquiry Management System to track and resolve both patient and staff queries, ensuring accountability and prompt responses across the organisation.

Digital Innovation – We introduced a range of digital tools to complement the AI initiatives to improve diagnostic workflow and patient convenience. The AI-powered Medical Evaluation Service, part of the Diagnostic Hub, uses evidence-based algorithms to support clinicians in rapid and accurate assessments. Additionally, the implementation of the Electronic Diagnosis Card revolutionised the discharge process by consolidating vital medical information into a single digital file, reducing discharge times and improving post-treatment continuity. These advancements not only improved patient satisfaction and safety but also optimised internal efficiencies such as bed turnover and care coordination, reinforcing Nawaloka’s operational excellence.
Centred Services for Global Clients – Nawaloka’s diagnostic excellence extends to international patients through our virtual health services and smart digital interfaces. The hospital’s virtual cashier and QR code payment systems facilitate cashless transactions, while digital inpatient menus support culturally sensitive meal choices. These features, combined with telemedicine consultations and globally accessible patient portals, provide seamless end-to-end healthcare for overseas clients. The integration of multilingual interpretation services further ensures that medical instructions are clearly understood, minimising risk and promoting trust. Together, these innovations represent a comprehensive approach to diagnostic and clinical care that prioritises both precision and patient empowerment.
Operational Efficiency
Real-Time Dashboard
To strengthen internal performance tracking and support responsive decision-making, Nawaloka Hospitals introduced a real-time dashboard system in 2024. This digital platform offers instant visibility into critical operational metrics such as cashiering efficiency, patient flow, and transaction volumes across departments. The system enables the immediate identification of bottlenecks and inefficiencies. This proactive management approach fosters a culture of agility and precision, ensuring consistent delivery of optimal patient experiences.
Electronic Diagnosis Card
The deployment of the Electronic Diagnosis Card system represents a transformative shift in Nawaloka’s discharge procedures. We rely on this method to consolidate discharge summaries treatment protocols, prescriptions, and follow-up instructions into a single, easily accessible digital document. This facilitates patients to receive comprehensive, clear instructions promptly, enabling better understanding of their post-hospital care. Effectively, this process shortens discharge time, increases bed availability and offer a more efficient treatment follow-up, especially for our international patients.
Digital Health Records and Patient Portals
Nawaloka’s adoption of Digital Health Records (DHR) and internationally accessible patient portals has redefined how healthcare data is managed and shared across borders. Patients can securely access their medical histories, test results, imaging reports, and treatment plans from anywhere in the world, enabling greater autonomy and informed participation in their care. These platforms also facilitate smooth collaboration between Nawaloka’s clinicians and foreign referring doctors, promoting coordinated treatment strategies.
Patient Convenience Enhancement
QR Code Payments and Digital Menu
To enhance in-hospital convenience and patient empowerment, Nawaloka Hospitals introduced QR code-enabled payment gateways and digital menu access. These features allow patients and caregivers to make seamless, cashless payments using their mobile devices, removing the need for physical currency or cards and reducing transaction times. Simultaneously, the inpatient digital menu empowers patients to browse and select meals suited to their dietary preferences directly from their smartphones.
Virtual Cashier Services
Nawaloka Hospitals launched virtual cashier services in 2024 to enable remote financial transactions. Through a secure online platform, patients can now complete billing, deposits, and other payment-related tasks without visiting the hospital’s cashier counters. This has significantly reduced wait times and congestion within the facility, contributing to both operational efficiency and patient satisfaction. The service is particularly beneficial for overseas patients and those with mobility limitations, offering a convenient and secure method to manage hospital finances from any location.
Nawaloka’s Integrated Hospital Information System (HIS)
This system serves as the hospital’s comprehensive digital backbone, connecting core services such as Admission, OPD, ETU, Pharmacy, Radiology, EMR, PACS, and Lab Analyzer with patient-facing tools such as the integrated billing. The ecosystem also incorporates essential backend platforms, including Procurement, Complaints Management, DocPad, and Token Management. Consequently, we have been able to reinforce care coordination through improved reporting accuracy, and reduced turnaround times across all departments, driving both clinical efficiency and patient satisfaction.
Expanding International Reach through Technology
Dedicated Web Portal and Chatbot
Recognising the distinct needs of international patients, Nawaloka Hospitals launched a dedicated web portal and real-time chatbot to streamline access to healthcare information and support. The portal serves as a centralised hub, offering detailed insights into treatment packages, doctor profiles, pricing estimates, and appointment scheduling. Designed for transparency and ease of use, this platform empowers patients to make informed decisions prior to travel. Enhancing this experience, the AI-powered chatbot offers instant assistance, answers frequently asked questions, and guides patients through pre-admission steps. This web portal supports patients with appointments, report queries, and frequently asked questions, while the VoiceBot offers hands-free assistance, particularly valuable for elderly patients and those accessing care remotely.
Telemedicine and Virtual Consultations
To support the full continuum of care for overseas patients, Nawaloka Hospitals expanded our telemedicine and virtual consultation services in 2024. These digital health solutions enable international patients to connect with consultants remotely for pre-treatment assessments, second opinions, and post-operative follow-ups. The platform accommodates various time zones and languages, fostering accessible, high-quality healthcare across borders. Particularly valued by patients in Europe, the Middle East, and Australia, these services reduce travel burdens and healthcare delays, while ensuring continuity and personalised treatment planning from afar.
Hardware and Infrastructure enhancements
Alongside software and digital innovations, Nawaloka Hospitals strengthened our core hardware infrastructure to ensure a secure, high-performing technology environment. Upgrades included enterprise-grade firewalls, biometric systems for time attendance, and endpoint protection to safeguard system integrity. The hospital’s mail server was reinforced with email security, while real-time network monitoring via Wireshark enhances oversight and responsiveness. These enhancements deliver robust cybersecurity, reliable uptime, and seamless interdepartmental communication, forming a resilient foundation for the hospital’s expanding digital capabilities.
Cybersecurity and Data Protection
During the year 2024, we made significant advancements in safeguarding Nawaloka Hospitals’ digital ecosystem. In collaboration with OrelIT, we conducted comprehensive penetration testing and vulnerability scans across our HIS, EMR, patient portals, firewalls, and cloud backups. These assessments validated the robustness of existing controls and led to the awarding of a Secured Data Certification, affirming that systems are well-protected against breaches, intrusions, and data leaks. The penetration testing established the fact that the key measures in place such as advanced encryption, firewall segmentation, and granular user access controls have been fully implemented and aligned with global best practices. Supported by enterprise-grade firewalls, endpoint protection, and adherence to ISO 9001:2015 standards, Nawaloka Hospitals PLC has built a future-ready, highly secure digital infrastructure capable of sustaining the trust of patients and partners alike.
Technology Risk Mitigation
We are well aware of the fact that technology integration comes with its own set of risks and challenges. As such, we continue to take appropriate measures to mitigate risks. Our approach emphasises strategic oversight, responsible adoption, and continuous monitoring of all digital systems, including AI-driven diagnostics, electronic health records, and telemedicine platforms. With sensitive medical data at the core of these innovations, we prioritise secure infrastructures and compliance with data protection protocols. Furthermore, we employ a proactive performance monitoring system, such as the real-time operational dashboard, to detect anomalies, optimise workflows, and ensure resilience across all service areas.
Nawaloka’s Data & AI Team secured 1st Runners-Up in the Open Category at the prestigious MindSpark AI HackFest 2025, organised by the British Computer Society (BCS). Their award-winning solution, focused on predictive analytics and intelligent decision support for hospital operations, underscores the hospital’s innovation leadership and strengthens its position at the forefront of healthcare technology.
Looking ahead, Nawaloka Hospitals will continue to strengthen our position as a technology-driven healthcare leader by scaling our digital infrastructure and expanding access to advanced medical services. Key priorities include the nationwide roll-out of mini-medical centres and diagnostic labs, the integration of robotic surgical tools, and deeper investments in AI-powered clinical systems. These efforts reflect our vision to decentralise excellence, ensure continuity of care, and create a responsive innovation ecosystem centred on patient well-being. With a firm commitment to compassionate, data-driven healthcare, we are poised to set new benchmarks in regional and global healthcare delivery.