Presented at Health 2.0 in Delhi on 30th Jan, 2012

1. Health On Mobiles
Reaching the Unreachable
www.religaretech.com/healthfore

2. Common Problems & Challenges
Mobile Density in India
Population Growth
Rising Healthcare Spend
Patient
Centric
Ageing Population
Integrated
Care
Connected
Healthcare
Standards &
Interoperability
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3. The Workflow
Call Initiation IVR Advice Prescription
An Airtel customer connects to The customer is guided by an The Health Officer collects the The Team lead evaluates the case
the service by dialing 5-44-45 IVR and informed of the prices, patient demographics, does a notes by the HO, and prescribes
if the user consents, his DRABC assessment and then from a list of pre-approved
cellphone account is debited proceeds as guided by CECC to medication. In case, more
and the call is connected to the establish a differential
Health Officer diagnosis and closes the call. information is needed, the team lead
5-44-45 The assessment is then calls the patient back for details. The
forwarded to the team lead prescription is sent to the patient via
Choose Language SMS/e-mail
Terms & Conditions My son is unwell
Accept Billing
I’m here to help
Rx
Compliance & Feedback
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4. 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
• 60 Healthcare Officers with a customer base of 175 million subscribers.
• 1000 calls/day at peak Customers can dial out to the assigned short-code
5-44-45 – to avail the service per consultation.
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5. Pre-Connection Stage
Call Initiation IVR Advice Prescription
Choose Language Business Flow
5-44-45 Terms & Conditions
Accept Billing
Customer dials short
Call lands at PRI
code number 5-44-45
At IVR:
Directed to IVR  Disclaimer
 Consent
 Language Selection
Call directed to TWSS Call re-directed to
for Billing Health Officer
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6. Post-Connection Stage
Call Initiation IVR Advice Prescription
Business Flow My son is unwell I’m here to help
DRABCs assessed
Welcome script Demographics to rule out any
delivered collected emergent Rx
symptoms
Initial summary Symptomatic
Clinical decision DEMOGRAPHICS
captured and assessment done
support system
documented using CECC GUIDELINES
QUESTIONS
CLINICAL DISPOSITION
Evidence based, Provisional
Appropriate care
time tested diagnosis reached. CARE ADVICE
advice given
protocol followed Disposition given
CHOOSING MEDICATION
SENDING SMS
Team Lead reviews
Closing script Patient encounter
the presenting
delivered. End of transferred to the
problem and the
call. Team Lead
case history
Text message sent
Appropriate drug
to customer with
prescribed from a
care advice and/or
Standard Drug list
drug prescription
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7. Caller Deliverables
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. In case the customer has an e-mail,
Doctor’s advice is based on symptoms confirmed the prescription is mailed.
by you. Dr. A (MCI No. 4999X)
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8. Visit MediPhone at Start-Up Corner
outside the Hall
Pankaj Vaish
(m) +91 965 443 5656
pankaj.vaish@religaretech.com
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