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4. Process flow
Introduction
This document delineates the comprehensive business requirements for the seamless integration of video consultation functionality into the existing call allocation process within the healthcare system. The primary objective is to augment patient engagement and accessibility to healthcare services, with a specific focus on enhancing Antenatal Care (ANC) consultations.
Background
Presently, when a call is allocated to a beneficiary, an associate conducts an outcall to engage with them. To enhance service delivery, we propose integrating video consultation capabilities. This integration empowers beneficiaries to opt for remote consultations, particularly beneficial for ANC-related matters, thereby improving accessibility and convenience.
Objectives
The key objectives of this integration are as follows:
- Enable beneficiaries to opt for video consultations during the call allocation process.
- Schedule appointments for beneficiaries interested in video consultations.
- Obtain consent from beneficiaries for video consultations.
- Facilitate the initiation of video consultations under the Auxiliary Nurse Midwife (ANM) and Medical Officer logins.
Requirements
4.1 Call Allocation Process Enhancement
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Following are the templates that will be part of SMS options
Appointment confirmation
Hi [Beneficiary Name],. This is confirmation of your video consultation appointment with us.
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Please ensure you have a stable internet connection and test your audio/video settings beforehand. If you need to reschedule, please notify us at least 30 min in advance.
Reminder Message
Good evening [Beneficiary Name]! Your video consultation with [Your Name] is scheduled for tomorrow at [Time 12.30 AM]. Make sure your device is charged, and you're in a comfortable space. Join the call here: [insert link]. Kindly join the call
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Call Cancellation SMS Template:
Subject: [ECD Helpline] Video Consultation Cancellation
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If the beneficiary is not interested in video consultation, the normal audio call continues.
Functional Requirements
- Call Allocation Process Enhancement: Associate initiates an outcall to the beneficiary upon call allocation.
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- Registration
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- Screen Modification: Addition of the "Interested in Video Consultation" question in the ANC Common Questions section
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- Consent Management: Obtain consent for video consultation from interested beneficiaries.
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- Closure of Call: Finalize call process post-consent acquisition and scheduling.
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- Video Consultation Initiation: Seamless initiation of video consultations under ANM and Medical Officer logins.
- Continuous Audio Calls: Ensure uninterrupted audio calls for beneficiaries not interested in video consultations.
Assumptions and Constraints
5.1 Assumptions
Beneficiaries possess the necessary technology for video consultations.
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Adherence to privacy and security protocols during video consultations is paramount.
Acceptance Criteria
Modified Registration screen includes the new question regarding video consultation interest.
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Continuation of audio calls for beneficiaries not interested in video consultations.
Stakeholders
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- Beneficiaries
- Healthcare Associates
- Auxiliary Nurse Midwives (ANMs)
- Medical Officers
- System Administrators
Conclusion
The integration of video consultation capabilities into the call allocation process is poised to significantly enhance healthcare accessibility and patient engagement. By meticulously incorporating the outlined requirements and functionalities, the system will adeptly cater to the diverse needs of beneficiaries, ensuring efficient and effective delivery of healthcare services across various modalities.
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- Consent should be taken from the Beneficiary
- Appointment will be scheduled for the Beneficiary
- Post which it will move to the call closure page and in the ANM page the video consultation will show for the Beneficiary
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Appointment Management system
Appointment should have cancel cancelled option, and it can be rescheduled 30 minutes prior to the actual appointment time, and they should have a provision to disconnect before itself
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Reminder system before 1 hr.
At the First Instance who will check with the patient for appointment
1.Validation of existing information such as Mother ID, Mother Name, Husband, village Name, LMP and EDD
For video call need to check mobile availability is there are not, and internet availability is there or not
Beneficiary should not be able to click post 8 itself
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Here's a step-by-step breakdown of functionalities that can be customized from the admin module of your video consultation platform: User
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Management:
- Step 1: Define User Roles:
- Create user roles for different categories of users within your system (e.g., Associate, ANM, Medical Officer).
- Assign specific permissions to each role based on their responsibilities.
- Associates might need permission to initiate calls, collect video consultation preference, and manage basic appointment scheduling (if allowed).
- ANMs and Medical Officers might will have access to initiate video consultations with beneficiaries who have consented.
- System administrators would have full access to manage user accounts, configure settings, define roles and permissions, access reports, and troubleshoot technical issues.
Appointment Management:
- Step 1: Define Scheduling Rules:
- Set a minimum and maximum booking window for appointments (e.g., appointments can be booked 1 week in advance but not the same day).
- Define appointment slots and durations considering consultation time and buffer time between appointments (e.g., 40-minute slots).
- Consider integrating external calendars (if supported) for managing appointments.
- (Optional) Define scheduling rules based on medical officer rosters (e.g., assign specific appointment slots to available medical officers).
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Content Management:
- Step 1: Edit SMS Templates:
- Access the SMS template editor within the admin module.
- Edit Create existing templates or create new ones for different purposes:
- Appointment confirmation with date, time, platform, and meeting link.
- Reminder message with details and a link to join the call.
- Cancellation notification with apology and rescheduling options.
- Personalize templates with greetings, clinic names, or local language options.
- Create separate templates for different stages (confirmation, reminder, cancellation).
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The Data captured through video consultation should reflect in all the ECD reports which are as followsreports
Wireframes for Video Consultationa
