Putting patients first, Health News, ET HealthWorld
Our AI feature asks questions to the user so that the doctors can understand the health concerns of patients better. The feature provides valuable insights to the doctor through inputs gathered from patients before they go for a consultation. The primary insights provided are based on how patients express symptoms, patient’s medical history and current symptoms and machine learning into the demography based health issues and not to prescribe medicines or medical advice.
How will this app help a patient who is unable to read or write?
The app’s user flow is designed in such a way that the patients can get connected to a doctor through a voice call with basic chatting ability by just typing their health concern simply in the free text box. The users can continue to chat or choose to connect through a voice call. Languages supported at the moment are Hindi and English. With the basic knowledge of these two languages, we made sure that the user can use the app through voice mode and consult a doctor.
Is there a feedback system in your app?
Yes, we give the highest priority to users’ feedback and doctors’ as well. Users can rate and write reviews about the doctor in the app itself once the consultation is completed. We also follow a proactive process on the feedback system. Our customer engagement executives are assigned to collate regular user feedback, document the same and action it respective functional teams internally. This is being done, because, in general, not all users will come forward to write a review, whether it is a good or bad experience. We consider this feedback seriously to improve our quality of care.
What exactly are the steps you follow, when for example, you receive negative feedback?
All the customer feedback are responded by our dedicated customer engagement team. The team directly reach out to the customer, to understand the reason behind issues faced by them and do the needful to satisfy them. If they are not satisfied, after weighing the merits of the cases, we even refund the actual amount paid by them. All the positive feedback are used to motivate our team to serve them even better.How frequently can a patient contact the doctor through your app?
There are no restrictions in terms of access to the doctor in the app. The users can also add their family members, facilitate consultations with doctors and store their respective health records in the app. Currently, we offer 12 specialisations, general physician, dermatologists, cardiologists, gynaecologists, paediatricians, sexologists, diabetologists, psychologists, psychiatrists, nutritionists, dentists and gastroenterologists.
The users may have various health issues and may have varying need to connect with different specialists at different times. Based on their need, they can contact any available specialists, n number of times. Post the consultation, the window is open for 48 hours for free follow up questions with the same doctor for the users to clarify any doubts.
How is Doxtro different from other healthcare apps that use AI?
What distinguishes our technology is the fact that it has been designed around a doctor’s brain to understand and recognize the unique way that humans express their symptoms. Doxtro AI works with two major roles in the system. Data aspect of the AI which drives the ability to do self-diagnosis and Machine Learning (ML) aspect to assist with triage. Doxtro puts patients at the centre of care, AI-assisted conversations help the patient describe symptoms, understands it and offer information to ensure the patient understands their condition and connects the right specialist.
Doxtro AI asks smart questions about patients symptoms while also considering their age, gender, and medical history. The AI in our app is used to help users understand their health issues and to choose the right doctor. All this is accomplished by ML and natural language processing technologies that we use.
How do doctors benefit from this app?
Our AI engine provides great insights to the physicians to understand the patients’ health issues better, thus saving their valuable time and ensuring doctors focus on doctoring. Doxtro AI puts together a patient’s response history to ensure that the doctor has context, along with this, augmented diagnostics help to translate symptoms into potential conditions based on patients conversation with the AI and saves the time of doctors for a better diagnosis of the patient’s health condition.
This supports the doctors to reach out to larger people in need especially considering the shortage of qualified doctors in India. Our app enhances their practice especially with smart tools like AI, excellent workflow and ease of use.
How long has the app been there for and what exactly is your user base?
Doxtro app has been in the market for more than 18 months and we have a registered user base of more than 2 Lacs as of now.
What kind of patterns have you noticed in patients?
We see a lot of people adapting to the online consultation, especially the ones who need the right qualified and verified doctors. Lot more people resort to proactive wellness than illness. Doxtro’s main focus is in wellness and having the right qualified and verified doctors on board. So we see increasing trends of people using Doxtro mobile app.