Introduction
The Tele-consultation product of company DoctorVahini is called My Upchaar and it has been available since 2016. The solution providers value the cost reduction the most. Their business model is B2C. They provide both mobile and web based applications for the doctors. They also provide mobile applications for patients.
Size of Healthcare Provider
The categories of healthcare providers that this solution can cater to are:
a) Individual Clinician
Level of Specialization
The solution lends itself to use in the following levels of clinical specialisations:
a) Primary care
Expert Panel Evaluation
Onboarding of the doctors to the platform would be done using the training videos. This platform is easy to use for patients. The platform interface is in Hindi and English, chat with doctors is not chargeable (via chatbots), audio and video interaction is charged. This platform supports basic clinical workflow in terms of writing subjective details and objective clinical diagnosis along with assessment and planning. The solution supports multimode interaction i.e., video, audio, text/SMS, chat in synchronous and asynchronous mode. Doctors could interact with patients using audio and video calls or via chat.
Doctor gets an overview of the waiting and ongoing appointment. Platform has a feature that enables doctors to take an image of their handwritten prescription and it is shared with patients. Doctors are expected to write on paper, preferably having their qualifications and relevant details. Platform also facilitates writing the prescription with a scanned signature along with the doctor’s picture. Doctors providing speciality specific consultation can customize the application dashboard with vitals and alerts that display as per their requirements. Doctors could use basic templates as part of a platform for prescription writing. Prescriptions generated by the platform include details like chief complaints and history, provisional diagnosis, instructions (plan of care and investigations required), drugs/medicine ordered (instructions of the prescription course like when to start, end, frequency and strength), doctors signature (scanned). Unique prescription ID for each prescription generated. Audit logs (including chat logs) are maintained. Video calls can be recorded but not audio calls.
Patient side of the interface provides keywords based doctor search facilities including name And speciality. Prescription is shared with the patient. Patients have the facility to upload documents, enter vitals and provide history which doctors would be able to access. It also allows people to take appointments on behalf of their family members/loved ones (limited to 6 people).
Platform has a customer support team for managing consultation schedules, and provides a facility to initiate refund to patients in case of appointment cancellation. Average wait time is 15-30 min during day and 2-3 hours during night, chat cannot be deleted by the patient. Patients’ feedback about doctors could be taken using platform features to rate providers.
The platform has provision for documenting clinical findings using ICD-10. Platform is having in-built capability to support its own drug database formulary with interface. Amazon Cloud Server is used for data storage. No third-party integration and structured data exchange standards are implemented.
Consent is part of platform usage terms and conditions (No explicit consent, but all calls are to be initiated by the patient). They have a facility to take video call based consent.
Unique Features
The solution also ensures following features:
a) Chatbot
Solution Maturity Level
a) TPG compliant: 3a
b) Feature complexity: 3b