Holistic Care

• In general, people try to avoid doctor visits for one reason or another. When people need some health information, they tend to search the internet. People tend to do home remedies and ask family/friends for advice before they seek medical help. If nothing works, they call an advice nurse to get quick health advice or email a doctor for non-urgent conditions. Some people take alternate medicine approaches like Ayurvedic medicine, Homeopathic medicine, etc. These things have their limitations, like accuracy and reliability of the information, unnecessary confusion, delayed effective care, etc.

• People wish to stay informed but are not overwhelmed by a lot of information about their condition.

• People wish for a well-rounded approach. So, they can follow through with the treatment to achieve their health goals effectively.

  Solutions:

• DIY health with accurate and reliable but not overwhelming health information & Well rounded treatment approach

Choose Doctor

• People choose their doctor based on their education, experience, expertise, background, online reviews, reference, word of mouth, professional look, overall personality, known languages, availability, etc. Friends’ and relatives’ recommendations are essential even after online searches and reviews.

• For video calling a doctor app, doctor-patient interpersonal relationship is significant to create trust for the same reasons people give importance to friends and family for references and look at doctors’ online profiles.

• People prefer to go to the same doctor for continuity of care.

• People need the flexibility to choose their doctor as per their requirements and change if not suitable to their needs quickly.

  Solutions:

• Create a doctor’s profile & search option

• Write and share reviews and rate doctors’ video calls experience.

• Refer a friend

• Setting to see the same doctor for follow-up visits/chronic care, etc.

• Direct access to doctor & specialist doctor

• Flexibility to choose/change doctor

• Sync Primary Care physician

Video Call Feature

• When it comes to video calls, people’s topmost concern is quality of care. Other matters are technical issues, internet connectivity, straightforward cost structure/affordability, accurate-reliable health information, personalized care, health information security, privacy, and ease of use of the app.

  Solutions:

• Brief onboarding process showing its functionality/features

• Intuitive use of the app like What’s app/Skype

• Explicit mention of what conditions are treatable and how doctors will approach online treatment to develop a clear understanding and set realistic expectations.

• HD quality video and quality audio output

• Technical support and customer care support

• Back up plan for a secure way to continue care in case of technical difficulties.

• Accessibility feature in setting to cove various needs.

• Share screen/document feature & Conference call feature

Convenience

• The patient can’t have convenience and affordability at the same time.

• People are busy, health-conscious, using various medical services for a variety of reasons. People feel all the available medical services are average convenient to suit their needs.

• Doctors are too busy to accommodate new patients’ requests and long wait times to get the required care.

            Solutions: 

• Create an experience for patients with a well-rounded, patient-first care approach that is convenient, easy to use, and affordable!

• Effective time management to accommodate new patients’ requests & decrease wait time. There will be a special provision to prioritize urgent care cases.

• Create flexibility in booking/canceling/rescheduling an appointment, choosing/changing doctors, and various options to cover multiple patients’ needs to create personalized care approach.

• Various payment option

Health Information Management

• Most people think that their active participation in managing their health information and making an informed decision/involvement in decision-making will improve self-care.

• Ease of access to information through a secure portal is required.

• They need a way to get updates and reminders in time.

  Solutions:

• Create a health summary about medications, allergies, existing conditions, vaccinations, lab reports, health conditions that needs attention, active support groups, patient’s history, holistic care, etc.

• Health reminders and notifications (text, call, email)

• Progress tracker to follow through with the treatment plan effectively to get results.

• HIPAA verified software and compliance with HIPAA rules (Health information security and privacy)

• Informed consent with easily understandable language.

• Proper syncing of the data for care continuity

In-person Doctor Visit

• Users prefer doctor visits because of personalized care, trust, and good doctor-patient rapport. The patient also seeks care, support, and empathy.

• People ended up visiting an urgent care facility & spent a lot of money because of the lack of effective treatment in time.

• In the case of a specialist doctor, one needs a referral from a primary care physician.

• The patient can access the next-door hospital even if it is not their primary care provider but must pay a massive amount out of pocket or travel short/long distances to receive treatment.

• Even in urgent care, patients had to wait for hours before getting medical attention. Also, the doctor’s unavailability during weekends, holidays, or limited availability is the top reason for the patient’s inconvenience.

            Solutions: 

• Creating an interface for the app that mimics in-person doctor visits creates familiarity & for an easy transition, ease of use, and 24/7 access to the doctors and specialists. Direct access to the specialist. No need for a primary care physician’s reference.

• Find ways to create empathy and trust like verified sources, accurate and reliable information about doctors, health information, consistent experience, ease of use, etc.

• Prioritize and give immediate attention to urgent care cases

Cost Factor

• High and hidden costs are the most significant pain points.

• People use options like employer-based insurances, FSA, HSA tax benefits cards, etc.

• People prefer per call cost and chronic care subscription-based video call apps as they choose the value for money care.

  Solutions:

• Offer discounts for marketing purposes

• Recommend service to friends button

• Affordable with a variety of clear value plans

• Accepts insurance, apple pay, amazon payday pal, various cars, HSA/FSA, etc.

• Accepts visitors’ medical insurance & provides services to the people who don’t have insurance.

• Easy and brief payment method

• Free of cost session if the doctor can’t help

• Online travel advice clinics.

• Provides care for the family.