1. Context

Currently, patients using 1mg's chat feature experience limitations in real-time communication with doctors. Patients must exit the chat interface and return to refresh messages to view new responses. Additionally, there is no direct mechanism for patients to reach out to doctors if there are delays or non-responsiveness, leading to frustration and inefficiencies in healthcare delivery.

Challenges Faced by Patients

1. Non-Real-Time Communication: Patients cannot exchange messages with doctors in real-time, requiring them to repeatedly refresh the chat to view new messages.
2. Limited Communication Options: Despite indicating their preferred mode of communication (message, audio call, video call), patients often face issues such as non-functional audio/video calls or doctors only responding via text.
3. Delayed Responses: Patients encounter delays in receiving responses from doctors, impacting the timeliness and effectiveness of consultations.
4. Lack of Alternatives: If a doctor is unresponsive or slow to respond, patients have limited options to switch to another consulting doctor without involving support, leading to prolonged wait times and dissatisfaction.

Who is it for?

1. Patients Seeking Immediate Healthcare Assistance:

   • Individuals who require prompt medical advice, diagnosis, or treatment.
   • Patients experiencing acute symptoms or health concerns that necessitate real-time communication with healthcare professionals.

   

2. Healthcare Providers and Doctors:

   • Medical professionals looking to offer responsive and efficient healthcare services to their patients.
   • Doctors who value direct and instant communication channels to address patient inquiries and provide timely medical guidance.

   

3. Caregivers and Family Members:

   • Caregivers responsible for managing the healthcare needs of their loved ones.
   • Family members seeking immediate medical support or consultations on behalf of patients, especially in emergency situations.

Goals

1. Enhance Communication Efficiency:

   Enable patients to communicate with doctors in real-time without the need for constant message refresh.

2. Improve User Experience:

   Provide seamless and intuitive chat functionalities, including text, audio calls, and video calls.

3. Increase Accessibility to Healthcare:

   Ensure that patients can easily reach out to doctors and receive timely medical assistance.

Non-goals

1. Introducing Complex Medical Procedures:

   Implementing features that involve complex medical procedures or treatments within the chat interface.

   Reason: The focus is on facilitating communication and consultations, not performing intricate medical interventions.

2. Replacing In-Person Medical Examinations:

   Non-Goal: Substituting physical examinations or in-person consultations with the real-time chat feature.

   Reason: The chat feature complements but does not replace traditional medical assessments and examinations.