Goals
- Increase beneficiary engagement through the use of outbound audio-visual counseling, fostering a more interactive and personalized experience.
- Utilize the visual element to enhance diagnostic accuracy by providing healthcare professionals with a better understanding of the beneficiary's condition.
- Establish and strengthen trust between healthcare providers and beneficiaries by incorporating a visual component in the counseling process, promoting a more personal and empathetic connection.
- Facilitate the provision of medical advice through audio-visual calls, ensuring a more effective and convenient platform for beneficiaries to receive professional guidance.
- Ensure that beneficiary consent is obtained before initiating an audio-visual call, emphasizing the importance of ethical and patient-centric practices.
- The outbound audio-visual counseling application is implemented to prioritize and enhance patient-centric care. By incorporating visual elements, we aim to provide a more personalized and engaging experience for beneficiaries, fostering a stronger connection between healthcare providers and patients
- The inclusion of visual components in counseling sessions is intended to elevate the accuracy of medical diagnoses. Visual cues can provide healthcare professionals with valuable insights into the beneficiary's condition, leading to more precise and effective treatment plans.
- Building trust is a crucial aspect of healthcare. The visual element in counseling sessions helps establish a more human connection, promoting trust and confidence in the healthcare provider's expertise and advice.
Assumptions
Beneficiary Consent: It is assumed that beneficiaries are willing to provide consent for initiating audio-visual calls for diagnosis and counseling. This assumption is crucial for ensuring ethical and legal considerations related to patient privacy and consent.
Visual Element Benefits: The assumption is that the incorporation of a visual element in counseling will lead to better understanding, trust, engagement, and improved diagnostic accuracy. This assumption forms the basis for the product strategy, emphasizing the importance of visual communication in healthcare interactions.
Requirements
| # | Title | User Story | Importance | Notes |
|---|---|---|---|---|
| 1 | Video consultation | As a healthcare associate involved in Early Childhood Development (ECD) counselling, I want to integrate video consultation capabilities into our existing call allocation process, So that beneficiaries can opt for remote consultations, improving accessibility and service delivery. Acceptance Criteria:
|
| |
| 2 |
User interaction and design
- ECD team downloads beneficiary data (ANC/PNC) from RCH portal
- After necessary upload of data coming from RCH Portal, an ANM initiates introductory call to the beneficiary
- ANM collects beneficiary consent for audio visual counselling
- If beneficiary doesn’t agree for video counselling, ANM forwards beneficiary details for audio counselling
- If beneficiary agrees for video counselling, ANM captures the feasible time for video counselling
- Accordingly a video counselling session is scheduled with the beneficiary
Contents
3.2. Data flow / API details. 4
3.3. Users/Actors and Description of Responsibilities. 4
3.8.1. Backward compatibility. 6
3.8.2. Impact on DB structure. 6
3.9.1. State specific change or platform specific 6
3.9.2. Impact on web system and/or mobility system 6
3.9.3. Impact on other components or modules 6
3.10. Risk, Impact and Mitigation. 6
3.12. Reports to be integrated/developed. 6
1. Administrative Data
Parameter | Value |
Build version | |
State | All or any particular state |
Feature Code | |
Customer (if done for any particular stakeholder) | HIHL product team |
CR | |
Related Defect IDs (if any) |
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.
5Requirements
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 SMS Link
An SMS link should be sent to the Beneficiary post consent is taken from Beneficiary
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.
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 cancel 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 accomadate and Associate will negotiate to book the slot in the evening or it will be posponed 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 call 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 scrreen 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 ore 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
Video counselling data reflecting reports
The Data captured through video consultation should reflect in all the ECD reports which are as follows
A video needs to be secured like the Normal consultations and same privacy rules will apply.