1.    Administrative Data

2.    Context and Justification

• Summary

The outbound video consultation tool is designed for a counselling application in Early Childhood Development (ECD). It facilitates connections with beneficiaries to enhance engagement, diagnosis, and delivery of medical advice through visual interaction.

• Purpose

The primary aim of implementing this tool is to leverage visual communication for:

• Improving understanding and trust between counsellors and beneficiaries.
• Enhancing engagement during counselling sessions.
• Increasing diagnostic accuracy through visual observations.

• Assumptions
  
  

Beneficiaries have provided consent for initiating audio-visual calls for the purposes of diagnosis and counselling.

• General Constraints

Several constraints may impact the implementation and effectiveness of the tool:

• Limited Internet Bandwidth: Some beneficiaries may lack sufficient internet bandwidth to support video connectivity, potentially limiting the effectiveness of real-time visual interactions.
• Limited Comfort with Smartphones: Not all beneficiaries may be comfortable or proficient in using smartphones or similar devices required for video calls, which could hinder their participation in the counselling sessions.

3.               Data flow / API details

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

After call allocation, the associate initiates an outcall to the beneficiary.

This triggers the opening of the Registration screen.

4.2 Registration Screen Modification

Within the Registration screen, a new question is integrated under the "ANC Common Questions" section.

Question: "Is the Beneficiary interested in Video Consultation?"

If the beneficiary expresses interest in video consultation, an appointment is scheduled accordingly.

4.3 Consent Management

If the beneficiary expresses interest in video consultation, consent is obtained.

Consent for video consultation is documented within the system.

4.4 Contents of SMS Link to the Beneficiary

An SMS link should be sent to the Beneficiary post consent is taken from Beneficiary

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.

1. Date: [Date]
2. Time: [Time]
3. Duration: [Estimated Duration]
4. Platform: [Video conferencing platform]
5. Meeting Link: [Link or instructions to join]

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

Call Cancellation SMS Template:

Subject: [ECD Helpline] Video Consultation Cancellation

Dear [Beneficiary Last Name],

We are writing to inform you that your video consultation with [Your Name/Organization], originally scheduled for [Original Date] at [Original Time], needs to be cancelled.

We sincerely apologize for any inconvenience this may cause.

[Optional: Briefly explain the reason for cancellation, e.g., "Unfortunately, [reason for cancellation]."]

Rescheduling:

If you'd like to reschedule your consultation, please reply to this message with your preferred date and time. Alternatively, you can call us at [Phone Number] to reschedule.

4.5 Closure of Call

Following consent acquisition and any necessary scheduling, the call is closed.

Closure involves moving to the closure screen and finalizing the call process.

4.6 Video Consultation Initiation

Under the ANM and Medical Officer logins, video consultations are seamlessly initiated for interested beneficiaries.

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. Registration Screen Modification: Addition of the "Interested in Video Consultation" question in the ANC Common Questions section
• Consent Management: Obtain consent for video consultation from interested beneficiaries.
•  Closure of Call: Finalize call process post-consent acquisition and scheduling.
• 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.

ANMs and Medical Officers are proficient in conducting video consultations.

5.2 Constraints

Technical constraints such as platform compatibility and connectivity issues may arise.

Adherence to privacy and security protocols during video consultations is paramount.

Acceptance Criteria

Modified Registration screen includes the new question regarding video consultation interest.

Consent for video consultation is obtained and documented for interested beneficiaries.

Seamless initiation of video consultations under ANM and Medical Officer logins.

Continuation of audio calls for beneficiaries not interested in video consultations.

Stakeholders

•  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.

Following are the screens

Below is the screenshot for the reference

• In the Questionnaire screen there should be a question configured under ANC Common questions “Is Beneficiary interested in Further call

• 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

Appointment Management system

Appointment should have 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

In the Closure page the option of selecting Audio and Video call will be available even in the login of ANM and medical officer so that in the future if Beneficiary needs audio or video call then after 1 month it will be show in the system and according to the preference of beneficiary Audio or Video will be made to Beneficiary

Time Interval between two appointments

Split will happen according to the Roster of the Medical officers, and it is a weekly roster which is one prior 1 week in advance and if in the Sam week Beneficiary wants appointment with medical officer then it is difficult to accommodate, and Associate will negotiate to book the slot in the evening, or it will be postponed to next week

Timings of appointment slot

If session time is 40 minutes and in between if 1 hr. there are multiple calls and one of the calls is cancelled, then the Beneficiary will be engaged in Audio call

Beneficiary Rescheduling system

The Rescheduling system should be implemented in the system, and it will happen in appointment module after giving consent in the closure screen   and rescheduling will happen 30 minutes prior to the Actual Appointment time

Additional scheduling system

Session Recording

The consent should be there for Audio calling only and not for video call and that will be taken by the associate in the closure screen and currently it is not decided that how many audio calls will be saved

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

Key parameters and what are the complications

A video needs to be secured like the Normal consultations and same privacy rules will apply.

Admin Configuration Steps for Outbound Video Consultation Tool:

Here's a step-by-step breakdown of functionalities that can be customized from the admin module of your video consultation platform: User 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 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).

           Content Management:

• Step 1:  SMS Templates:

• Access the SMS template within the admin module.
• 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).

 Video counselling data reflecting reports

The Data captured through video consultation should reflect in all the ECD reports 

Wireframes for Video Consultationa