Medanta - Multi Super Speciality Hospital

Transforming Hospital Appointment Ecosystem through WhatsApp

Gurgaon, a busy metropolis in India's National Capital Region, is home to Medanta - The Medicity, one of the country's largest multi-super speciality institutes. The school was founded by world-renowned cardiac surgeon Dr. Naresh Trehan with the intention of introducing cutting-edge clinical research, teaching, and training to India.

Organizing hospital visitors and patients has always been a problem. After the outbreak of COVID-19, it became even more urgent that hospitals and clinics use new methods to improve patient care and streamline administration. ValueFirst and Medanta - The Medicitty collaborated to develop this answer.

There were two statements of the problem: i. streamlining hospital-patient communication through streamlined management.
Combining the solution with the healthcare facility's current digital ecosystem

Given WhatsApp's popularity and extensive reach, ValueFirst suggested a WhatsApp-based solution powered by Conversational AI. To handle a variety of scenarios, the chatbot mimics human dialogue with patients.

There were three main points of contact in the winning solution:

1. Video Consultation Appointments COVID-19 Service Inquiries
2. Appointment Scheduling/Rescheduling with the Doctor
3. A Human Takes Over Your Online Prescription Drug Ordering and Home Sample Collection Chat

The solution had amazing results:

a) More than ten thousand patients were helped in a year's time

b) From a support perspective, OPEX saw considerable reductions