Benefits of Call Center in Health

Transcription

1 Benefits of Call Center in Health 8th Health Asia Int'l Exhibition & Conferences April 26, Karachi Expo Centre - Pakistan Dr. Zahid Ali Faheem Head of Telehealth Aman Foundation Joint Secretary, Trustee and Founder Board Member ehap

2 Road Map What is Call Center Types of Call Center History of Call Center Role of Mobile Technology in Call Center What is Health Helpline Types of Health Helpline AMAN TELEHEALTH Benefits of Health Helpline

3 What is Call Center? Call Centre is a centralized office or an information hub used for the purpose of receiving and transmitting large volume of calls. In addition to a call center, collective handling of letters, faxes, live chat, s at one location is known as a Contact Centre.

4 Types of Call Center Types of a Call Center: 1. Domestic 2. International Types of Services: 1. Inbound 2. Outbound 3. Blended

5 History of Call Center Agents providing Customer Services Call Center of 1926

6 Revolution in the field of Customer Services In the mid 1980 professional business watchers began to notice Organizations that focused on superior customer service turned out to be all around better, more successful and profitable

7 Role of Mobile Technology in Call Center mobile technology is beginning to have a big impact is health care, especially in [developing] countries. Soon mobile technology could play a large role in detecting, mapping and responding to epidemics. (Economist, April 10, 2008) Over 4 billions mobile connections are in developing countries. (3G Americas, Press Release December 22, 2008, Over 100 millions subscribers are in Pakistan It can also plays a significant role in the Call center industry primarily in Health Helpline. Health hotlines/helplines accessible to mobile phone subscribers can bring basic health information and care even to people in sparsely populated or low-income areas where there are few healthcare facilities and doctors.

8 What is Health Helpline? Health helplines are medical call centers that provide health-related information, advice, referrals, and sometimes prescriptions to individual callers over a phone line. Callers are connected to health professionals (nurses, paramedics or physicians) who usually follow standard protocols to assess medical situations and provide information and advice.

9 Global Picture at a glance Telephone based nurse triage, primary care and health information have been offered in developed countries since the late 1990 s, and presently are available to over 150 million people in the United States, Britain, Australia, Canada, New Zealand, and elsewhere (GSMA Development Fund 2009). More recently, health hotlines/helplines like Health lines have emerged in developing countries, and have already been used by more than 10 million people in Mexico, India, Pakistan and Bangladesh (GSMA Development Fund 2009). New hotlines/helplines are being set up in the Middle East, the Caribbean, Latin America, and Southeast Asia.

10 Major Health Helplines (GSMA Development Fund 2009) Types Developed countries Country, Name, Launch date (where available) Developing countries Country, Name, Launch date (where available) Government sponsored Australia: - Health Direct (Northern Territory) - Health Direct (South Australia, 2006) - Health Direct (Western Australia, 1999) - Health First (Australia Capital Territory) - National Health Call Centre Network or health direct, Nurse-on-Call (Victoria, 2006) Canada: - Fonemed (for USA callers, 1999) - Telehealth (Ontario, 2001) New Zealand (Healthline, 2006) South Africa (Eastern Cape Health Call Centre, 2007) United Kingdom (NHS Direct, 1999) India (HMRI, 2007)

11 Major Health Helplines (GSMA Development Fund 2009) Types Developed Countries Country, Name, Launch date (where available) Developing Countries Country, Name, Launch date (where available) Healthcare Provider Sponsored MNOsponsored Independent United States - Informed Health Line (Aetna) - First Help Nurse Advice Line (Medicare Blue PPO) - dozens of others None identified None identified Bangladesh (Healthline, 2006) Pakistan (Teledoctor, 2008) United States - MedicallHome USA - Teladoc, Telemed (Puerto Rico) Colombia (Telemedic) Mexico (Medicall Home, 1998) Mexico (Telemedic) Dominican Republic (Telemed) Philippines (Fonemed Asia-Pacific, planned) Trinidad and Tobago (Med Star Health Information, 2004)

12 AN INTRODUCTION

13 Aman Telehealth - Goal To become a 24/7 health care provider of high quality health information, health guidance, and referral for the urgent, acute or chronic health problems of the under-served population

14 : A 24/7 Health Helpline Current Capacity : ( 26 Seats ) and planning to expand over 150 seats in next 3-5 years Over 40 trained Nurses and Doctors Multi Language Skilled Call Agents Over 600 Medical Algorithms and Diseases Summaries according to the standard protocols Capacity to handle about 1000 calls in a day Over 2200 Health Facilities Information in the form of Directory

15 Aman Ambulance Cell Phone Online Registration Emergency Health Advice and Prescription Health Advice & Guidance Exchange Server Registration Operator Telehealth Nurse Telehealth Doctor Customer Feedback Services Health Directory Information Counseling on Social Issues & Mental Health Problems Landline Service Improvement Officer Information Provider Telehealth Counselor

16 Benefits of Health Helpline Reducing the Barriers such as transportation and unnecessary cost in health care delivery Reducing the Incidence of chronic diseases Early-Stage Interventions in order to prevent the spread of infectious diseases Strengthening the Health Care Referral System with high-density impact on tertiary and secondary health care facilities. Women Empowerment by encouraging them to seek health advice on phone Customizing the Health Solutions for underserved population

17 THANK YOU