An online telehealth platform that provides quality care without having to visit to your clinic. 

Not all concerns need an in-person visit with a doctor. That’s where virtual care comes in. 

User can connect to doctor and see their health records using the patient portal.

Care assistant needs:

• Ensures that the patient and doctor are ready for the visit.

• Confirms identity with the patient, check for all relevant visit documentation and medication.

• System check for good audio/video reception

Doctor/provider needs:

• Has access to a dashboard where they can view all their appointments, join virtual care and provide care/consultation through virtual visit

• Reasons for patient: not available, change of plans, system issues

• In the event of cancellation, care assistant has to reach out to patient to know the status and update the

information.

Patient’s application

• MyFortis

• NH Care

• Apollo 247

• Tata 1mg 

Doctor’s application

• Practo

Existing patients who are travelling or are bed-ridden, consult for illness online. I do not use any of the online platforms for the same, simple call based interactions are enough. If not, I suggest them to visit a doctor in-person.

Dr.Walunjkar, Pune

Receptionist handles the online consultations with hand written records. There are not many online consultations, but many in-person ones. I keep an hour after my morning hours at the clinic for online consultations. 

Dr. Maya Kulkarni, Pune 

To keep the information discreet, especially when consulting gynecologist.

Consulted the doctor online on practo for the first time, now a regularly take consultations from them without the practo app or visit them.

Will try out a doctor for online consultation recommended by a family or friend.

Survey Patients

Problem Scenario 

Problem Scenario 

Patient

Meera Joshi

Architect

Age: 24

Lives in: Bangalore

Meera lives a high paced life, which little free time on the weekends, she gets together with her friends.

Frustrations

Recently moved to Bangalore, hence does not know which doctor to consult in case required.

Goals

Want to use online doctor consultation but says it is difficult to trust them based on ratings and reviews. She shall ask her colleague, to recommend a doctor to her.

Care Assistant

Sarath Reddy

Care Assistant

Age : 32

Lives in : Bangalore

Sarath has been assisting doctor for

past few years. Covid has added

online consultations to their work,

which he records in her register.

Frustrations

On a busy day, it is difficult to keep

track of the online consultations and

payments.

Goals

Efficiently track online patients,

manage their timings and payments.

Not add up to his existing work, rather ease the process. 

Doctors

Laxmi Iyer

General Physician

Age : 35

Lives in : Bangalore

The changing times and the reach of the patients in online consultations, has put her to update to online consultations. 

Frustrations

Tracking online patients, managing their timings and payments. 

Goals

Efficiently track online patients, manage their timings and payments. 

Patient

Enable to :

• Help patients decide which doctor to consult online with video

• schedule and request for a consult.

• Await acceptance by the doctor 

Care Assistant

Enable to :

• Confirm the availability of patients and doctor

• Verify

  • uploaded identities with id cards

  • If all the relevant documentations are uploaded

• In case of cancellation, care assistant has to reach out to patient to know the status and update the information.

Doctors

Enable to :

• View schedules on a dashboard

• Accept / reject the consultation

• Alter the time slots available for online consultations. 

Enable to :

• View schedules on a dashboard

• Accept the consult?

• Alter the time slots available for online consultations. 

Workflow Service Blueprint 

Problem Scenario 

Problem Scenario 

Design System 

Problem Scenario 

Problem Scenario