Download - Health on Mobiles - Reaching the Unreachable
www.religaretech.com/healthfore
Health On Mobiles Reaching the Unreachable
Common Problems & Challenges
© Religare Technologies Ltd. 2
Population Growth
Ageing Population
Ris
ing
He
alth
care
Sp
en
d
Patient
Centric
Integrated Care
Connected Healthcare
Standards &
Interoperability
Mobile Density in India
© HealthFore Technologies Ltd. 3
5-44-45
Call Initiation
An Airtel customer connects to the service by dialing 5-44-45
Choose Language Terms & Conditions
Accept Billing
IVR
The customer is guided by an IVR and informed of the prices, if the user consents, his cellphone account is debited and the call is connected to the Health Officer
My son is unwell
Advice
The Health Officer collects the patient demographics, does a DRABC assessment and then proceeds as guided by CECC to establish a differential diagnosis and closes the call. The assessment is then forwarded to the team lead
I’m here to help
Rx
Prescription
The Team lead evaluates the case notes by the HO, and prescribes from a list of pre-approved medication. In case, more information is needed, the team lead calls the patient back for details. The prescription is sent to the patient via SMS/e-mail
Compliance & Feedback
The Workflow
• 60 Healthcare Officers
• 1000 calls/day at peak
© HealthFore Technologies Ltd.
Mediphone is a 24X7 “Doctor on Phone” service backed by internationally renowned clinical decision support system from Medibank, Australia.
MediPhone empowers people to get medical advice over the phone, at the time of their choice irrespective of location. The service offers:
• Medical advice including self-care, doctor’s consultation and/or medication
• Qualified medical professionals & MCI registered doctors, to assess & ensure right diagnosis
• Prescription by SMS
Mediphone has been introduced in India along with the country’s biggest telecom operator Airtel with a customer base of 175 million subscribers. Customers can dial out to the assigned short-code 5-44-45 – to avail the service per consultation.
4
© HealthFore Technologies Ltd. 5
Call Initiation IVR Advice Prescription
Customer dials short code number 5-44-45
Call lands at PRI
Directed to IVR
At IVR:
Disclaimer Consent Language Selection
Call directed to TWSS for Billing
Call re-directed to Health Officer
Business Flow
Pre-Connection Stage
5-44-45 Choose Language
Terms & Conditions Accept Billing
© HealthFore Technologies Ltd. 6
Welcome script delivered
Demographics collected
DRABCs assessed to rule out any
emergent symptoms
Initial summary captured and documented
Clinical decision support system
Symptomatic assessment done
using CECC
Evidence based, time tested
protocol followed
Provisional diagnosis reached. Disposition given
Appropriate care advice given
Closing script delivered. End of
call.
Patient encounter transferred to the
Team Lead
Team Lead reviews the presenting
problem and the case history
Appropriate drug prescribed from a Standard Drug list
Text message sent to customer with
care advice and/or drug prescription
DEMOGRAPHICS
GUIDELINES
QUESTIONS
CLINICAL DISPOSITION
CARE ADVICE
CHOOSING MEDICATION
SENDING SMS
Post-Connection Stage
Call Initiation IVR Advice Prescription
Business Flow My son is unwell I’m here to help
Rx
© HealthFore Technologies Ltd. 7
SMS Step 1
Thanks for using Mediphone from Airtel. You have been charged Rs. XX.
Step 2
Thank you for calling Mediphone. Your advice is under review and will be sent to you shortly. Please call 121 if you do not receive your prescription within 1 hour
Step 3
PATIENT NAME (Age:31 Yrs. Sex: Male). You have been recommended 1) Gel Voveran Thermagel (Diclofenac Sodium), 1 percent, (apply on affected area) 2-3 times daily. As and when required. 2) Tab Dolo 650 (Paracetamol), 650 mg, every 8 hours after meals, 3 days. Please consult an Orthopedic. Doctor’s advice is based on symptoms confirmed by you. Dr. A (MCI No. 4999X)
In case the customer has an e-mail, the prescription is mailed.
Caller Deliverables
Visit MediPhone at Start-Up Corner outside the Hall
© HealthFore Technologies Ltd. 8
Pankaj Vaish (m) +91 965 443 5656 [email protected]