4. Product: Network, mobility and telemedicine¶

Note

As a:

• patient

I need to:

• receive portal invitations from providers
• respond to invitations from providers, with email and date of birth verification; if I already had an account on the provider portal, a new one should not be created
• enroll myself into the provider portal, without an invitation
• set up my preferred providers and practitioners
• reset my own password
• update my own profile e.g contact details
• enroll dependants / family members e.g children
• pre-register myself and share demographic data with the hospital

Note

As a:

• patient

I need to:

• view my own appointments; both those sourced from in-network provider EMRs and those that I input myself
• toggle between day, week, month and agenda views ( the agenda view has compressed appointments, reminders and tasks )
• add appointments - noting locations, times, people as needed and color coding them as needed
• opt in to appointment reminders, with the ability to choose the method of communication and timing
• receive billing, preventive and follow up care reminders
• receive chronic disease management plan linked reminders e.g reminder to a diabetic to do their blood sugars
• request appointments - check availability, receive confirmation on booking
• communicate with providers to request appointments for those that have no enabled online appointment booking

Note

As a:

• patient

I need to:

• view a log of my past medical visits
• view my chronic problems
• view and update my allergies
• view and update my family and personal medical history
• view and update current and previous medications; both those sourced from connected EMRs and those that I input myself; when updating medications, I should be able to note the names, reason for medication, times / dates / doses, who prescribed etc. Over the counter medications should be part of this.
• view and update my immunization history
• view the detail of each visit - with the detail including tests, results, discharge / visit summaries, medications, discharge information packets etc
• view and update my bio-data ( including weight, height etc )
• maintain a log of my health issues
• share my health log with specific providers - when I choose to
• connnect my fitness tracker or mobile devices to my health log for personal fitness tracking
• access relevant health related articles and education resources e.g videos, infographics etc
• access fitness calculators
• access treatment guidance and symptom checkers

Note

As a:

• patient

I need to:

• access clear information on my insurance cover - including validity, packages, benefits, exclusions, rider packages, provider panels, dependants etc
• view a timeline of visits, claims and preauthorizations that have been linked to my cover
• click through to detail on visits, claims and preauthorizations
• receive notifications whenever there are changes in my cover or new visits, claims and preauthorizations

Note

As a:

• patient

I need to:

• access and filter / search through listings of providers and practitioners; with those that I have dealt with in the past or added to my ‘preferred’ lists being easier to find

• exchange secure messages with the care team via threaded messages and a rich inbox. These messages should be routed to the correct team / team members e.g refill requests go to doctors, billing questions go to billing staff e.g

  • requesting prescriptions or refills
  • sharing documents or images with the provider / practitioner
  • sharing my health history and/or health log with the provider / practitioner

• make voice calls via the patient portal to the provider / practitioner

• make video calls via the patient poral to the provider / practitioner

• capture images with my mobile device camera and share them with the provider / practitioner

• control my presence / availability

• respond to requests from the provider e.g filling in questionnaires, filling in practice forms, self check-in

• request or schedule appointments

• receive alerts when there are results or reports awaiting review in the portal; the provider / practitioner should be alerted when they are reviewed

• receive clear information on what charges are due, for what services

• be able to pay online via card or mobile money

• be able to opt to pay on arrival for services delivered in person

Note

As a:

• practitioner e.g doctor, dentist, counselling psychologist, physiotherapist etc

I need to:

• be able to enroll myself in the practitioner portal ( self service )
• enroll by responding to an email invitation from a provider ( hospital, clinic etc ) that I work with
• set up the providers that I work at e.g the hospitals where I have admitting rights
• set up the locations at those providers that I work at
• set up my preferences e.g e-Consultation

Because:

• for the portal to be useful, it needs to reflect the fact that I might be working at more than one provider at the same time e.g on a locum basis at multiple facilities
• I need targeted information e.g for locations that I care about

Note

As a:

• practitioner

I need to:

• add, view and edit my basic details e.g name, license information, locations of practice, contacts, about me ( descriptive text ), specialty or specialties, affiliations ( professional and hospital affiliations ), availability ( hours, days and locations ) ec
• view my ratings and reviews from patients and engage with the reviewers ( reputation management )
• view and update my practice listing as seen on the patient portal and other practice marketing tools

Note

As a:

• practitioner

I need to:

• set up my locum settings - specialties, preferred providers, hours, days, locations etc
• browse through upcoming locums, auto-filtered by my preferences e.g my hours and days of availability, preferred providers, preferred towns / locations etc
• receive notifications of locums that match my preferences
• click through to the detail of any locum - view the provider, desription, duration
• skip locums that do not interest me and apply to positions that interest me
• receive notifications of accepted / declined applications

Note

As a:

• provider

I need to:

• access a unified cross-provider listings of my billings, sorted by date with more recent ones first
• filter or sort the billings list by date range, provider etc
• click through to detailed invoices
• add and send invoices - linked to specific patients and visits - to providers e.g to charge for my consultations fees after discharging a patient

Note

As a:

• practitioner

I need to:

• browse and search through the contacts of providers and patients that I can communicate with
• manage my availability / presence e.g available, busy, do not disturb, unavailable between specified dates and times etc
• communicate via text ( threaded chat ) with patients and colleagues
• communicate via voice ( IP voice call ) with patients and colleagues
• communicate via video ( browser or mobile based video call ) with patients and colleagues
• use my phone cameras to capture still images that can be sent to patients or colleagues
• charge for televisits - where applicable
• access all my communications via a rich and smart inbox

Note

As a:

• case manager at a payer

I need to:

• access real time admissions information for beneficiaries from my company for the providers that are on the Slade network
• access real time discharge information from beneficiaries from my company for the providers on the Slade network
• easily request and receive interim bills for inpatient beneficiaries from my company
• receive and respond to pre-authorization requests from network providers
• update pre-authorizations with new information e.g revised limits
• access incoming claims from an online interface
• request and receive clarifications on claims

Because:

• I need to monitor utilization in realtime, to manage risks
• I need to communicate efficiently with providers in our panel in order to shorten claims assessment times, even for claims with potential problems