mTatva / Apollo Hospitals Pilot
mTatva provides a two-part prescription digitization technology with SMS messaging reminders and a customized dashboard for patient follow up. The solution serves as a “digital-nurse” called Health-PIE. In this pilot, mTava’s technology scanned and digitized details of investigations to be done, medicines, reviews, and any details on the paper prescription, providing SMS reminders to increase patient engagement with Apollo providers through continuous communication.
December 2016 - April 2017
Apollo Cancer Hospital in Hyderabad
Ortho Department at Apollo General Hospital in Hyderabad
Served a total of 1,300+ patients across the cancer hospital and ortho department
Through patient satisfaction survey measurement via phone calls, the mTatva and Apollo teams were able to determine whether this service helped the patients feel more connected to Apollo; if patients liked this service, and perceived it as a value add, etc.
Ortho Department: 20,000+ SMS reminders were sent
Of the patients who responded to the survey, 98% patients found call reminders helpful.
Of the patients who responded to the survey, 99% would recommend the service to others and 100% felt more connected to Apollo.
- Cancer Department:
Of the patients who responded to the survey, 98% of patients found call reminders helpful and 96% felt more connected to Apollo. 94% would recommend the service to others.
Discussions with cancer specialists showed that the needs of cancer patients and corresponding protocols & operations are very unique. A workflow modification was made to cease SMS medication reminders for cancer patients to avoid conflict with their typical workflows and ensure patient-centric and quality care as per the clinicians’ recommendation.
Based on these learnings, the Apollo team had to customize and iterate the call schedule several times. The call center script was modified to help the patients with call reminders, but not burden them during their course of treatment.