health on mobiles - reaching the unreachable

www.religaretech.com/healthfore

Health On Mobiles Reaching the Unreachable

Common Problems & Challenges

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Population Growth

Ageing Population

Ris

ing

He

alth

care

Sp

en

d

Patient

Centric

Integrated Care

Connected Healthcare

Standards &

Interoperability

Mobile Density in India

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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


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


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


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


Pankaj Vaish (m) +91 965 443 5656 [email protected]

health on mobiles - reaching the unreachable

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