Video counselling tool in all service lines

Business Requirements Document (BRD)

1.Purpose:

• To enable beneficiaries to easily connect with healthcare providers via video calls for consultations.
• The consultation process should enhance touchpoints and provide an improved user experience for beneficiaries, making communication more personal and effective.

2.Key Features:

1. Integration with Application:
• Video consultations will be integrated into the Application
• Users (Associate /ANM / MO) can initiate video calls directly from the app.
2. Consultation Process:
• Use the existing questionnaire framework within ECD during consultations to assess beneficiaries' health status, similar to current audio calls
• Calls can be initiated upon clicking the link
3. Touch and Feel Experience:
• Video consultations will offer a better visual understanding of the beneficiary's condition, improving the quality of assessments

3.Process Flow Diagram:

4.Overview:

1. Call Initiation: The Associate/ANM/MO initiates a call to the beneficiary.
2. Beneficiary Validation: The caller validates the beneficiary's details.
3. Consent for Video Consultation:
• The caller explains the benefits of video consultation.
• The beneficiary is asked if they agree to proceed with a video consultation.
4. If Agreed:
• The caller explains the steps and seeks verbal consent.
• A video consultation link is sent to the beneficiary.
• If the beneficiary receives the link take consent and clicks on it, the session begins.
• If not, troubleshooting steps are suggested.
5. If Not Agreed:
• The caller proceeds with the regular workflow
6. Consultation Status:
• The session concludes as per the process.

5.Functionalities:

• Consent Management: User must ask for Verbal consent from beneficiary before initiating the Video call

• Users must ask for verbal consent from beneficiaries while opening the Link and before initiating a video consultation.

• Link Management:
• The system should enable users to send the video consultation link.
• Automatically notify the user if the beneficiary has received and accessed the link.
• Call Continuation Logic:
• If the beneficiary declines video consultation, the user must proceed with the existing Workflow
• If the beneficiary agrees, initiate the video consultation open the video page together and continue as per the session flow.
• Pop-up Notification: A pop-up should alert the user once the beneficiary is ready for the video consultation.

• Consultation Status: Display call status as: "Not Initiated" if the call hasn't started, "Ongoing" if the call is in progress, and "Completed" if the call has ended.

6.Data Fields Table

7.Conditions and Logic:

1. Mandatory Consent: Video consultations cannot proceed without beneficiary consent.
2. Link Troubleshooting: If the beneficiary doesn't receive the link, troubleshooting steps must be followed
3. Pop-up Automation: System should automatically trigger a pop-up for the user when the video consultation is about to start.
4. Session Continuation: If the video consultation is not possible, the user must proceed with the ECD questionnaire.

8.Acceptance Criteria:

• Consent Requirement:

  • The video consultation cannot proceed unless the beneficiary provides verbal consent.
  • The consent prompt card should display a note with clickable buttons: "Agreed" and "Disagreed".
  • The note should state: "By agreeing, you consent to a secure video consultation, understanding that your data will be handled confidentially."

• Video Link Management:

  • The "Send Video Consultation Link" button should only be enabled when "Agreed" is selected in the consent prompt.
  • Once the link is sent, the "Link Sent Status" should auto-update to:
    • "Link Sent Successfully" upon success.
    • "Link Sending Failed" upon failure.
  • If sending the link fails, the "Resend Link" button should be enabled, allowing another attempt.

• Beneficiary Link Confirmation:

  • The "Beneficiary Link Receipt Confirmation" dropdown must be displayed with options: "Received" and "Not Received".
  • This field is mandatory after the video link is sent.

• Starting Consultation:

  • The "Start Video Consultation" button should only be enabled when "Received" is selected in the "Beneficiary Link Receipt Confirmation" dropdown.
  • A system-generated pop-up notification should display "Video Consultation Started" once the call is initiated.

• Consultation Status Auto-Update:

  • The consultation status should auto-update as follows:
    • "Not Initiated" if the call hasn't started.
    • "Ongoing" when the video consultation is in progress.
    • "Completed" once the video consultation ends.

• Session Continuation Logic:

  • If the beneficiary declines video consultation, the system should allow the user to proceed with the existing ECD questionnaire workflow.
  • If the video consultation is not possible after troubleshooting, the user must continue with the alternative consultation process.

• Link Troubleshooting:

  • If the beneficiary reports not receiving the link, the system should display troubleshooting steps for the user.
  • The "Resend Link" button should be displayed and enabled in such cases.

• Pop-up Automation:

  • The system should automatically trigger the pop-up notification when the video consultation is ready to begin.
• Automated Screen Recording: 
•            After the video consultation link, the entire recording should be saved automatically without manual start/stop or time constraints, capturing all screen activity on the agent's side and storing it on the server during the video consultation