Selected groups of patients can participate in online consultations (chat, audio, or video) with doctors or other personnel (such as paramedics or midwives). It is possible to launch “ad-hoc” consultations (where the patient is placed in a queue) or “time-scheduled" consultations (where one needs to make an appointment).
During consultations, file exchange (for example, with test results) is possible.
Apart from online consultations, patients can contact doctors using a safe contact mailbox, which is similar to e-mail.They can ask questions about their visits, measurements taken, test results, and more.
Depending on individual needs, questions can be directed to the doctor in charge, another appointed specialist, or a dedicated dispatcher who will pass queries on to the relevant people. When answering questions, doctors receive access to context information (such as the patient’s history of visits) so does not need to switch between systems in search for information.
Access to the option to ask questions is granted by the administrator, and is often limited to a selected group of patients to avoid having an excessive number of clients. Furthermore, it is possible to limit the time for asking questions, for example, up to three months from the date of a visit.
Interviews are grouped in threads, with the entire communication being supported by the system of “new message waiting” notifications.
Communication is encrypted, and for selected threads, can be additionally secured using a two-phase authentication that requires the input of a code sent by text message. This, unlike traditional e-mail, allows patients to receive information about their health via a safe mailbox.
Patients can view test results, which can be presented in the form of documents from the laboratory, tables presenting aggregated data, or diagrams.
Some tests route patients to the medical knowledge base, where they can read more on the topic.
Selected groups of patients (depending on the profile and rights assigned) can also consult a doctor about their results directly. This is done via the Portal, using a contact mailbox or the online consultation system.
Owing to integration with Comarch EDM, Concierge offers access to medical documents.
It is possible for the administrator to limit information displayed to a doctor's recommendations, test results, and medication prescribed, or to make complete medical documentation available to a patient.
Health Log is a virtual notebook to be individually completed by the patient, according to their doctor’s recommendations. The doctor will specify a set of factors (tests, drug administration, physical activity monitoring), so can insight into tests performed at home.
The system gathers the data and presents it in diagrams, sends reminders about overdue tasks, and allows “alarms” where factors exceed a defined range of values.
Patients can also provide additional information about their health, habits, and lifestyle by using the Health Survey. Its results are available to doctors in charge of treatment.
It is also possible to make questionnaires and surveys available in order to assess a patient’s health condition and their risk of developing specific diseases. Upon providing answers to questions, patients receive a summary that includes a general assessment and suggestions for preventive measures, aimed at general health improvement.
Patients can order repeat prescriptions for permanently administered medication electronically. Having analyzed patient’s health using Electronic Medical Documentation, the doctor can write such a prescription. If an appointment must be made, the doctor can provide the patient with relevant comments. If there is no need for direct contact with the patient, the doctor can write a prescription to repeat medication according to the volumes specified in the Regulation of the Minister of Health of 11 September 2014 amending the Regulation on Medical Prescriptions. Once the patient receives information (via their account) that the prescription is ready, they can collect it at the appointment desk. Prescriptions can also be sent by post. The service allows doctors to reduce their workload and focus on supporting patients who need to make a visit in person. For patients, this is a convenient form of contact with the doctor, eliminating the need to make appointments only to obtain a repeat prescription.
Concierge offers the possibility of immediate appointments. It also gives a patient the opportunity to read the service specification and the suggested preparations for the visit. In particular, in the case of laboratory tests, it can remind patients about the need to fast. Medical Concierge also allows the time spent on a patient’s visit to be shortened, as it makes available on the Portal a set of documents to be completed in advance. Patients can do this at home, directly from their web browser.
Sets of documents can be configured by the administration and allocated to specific types of services.
Moreover, patients can register quickly upon arrival at the hospital, using their phones or a dedicated kiosk where documents will be printed and information about their arrival will be passed to the HIS system.
After a completed visit, many patients look for further information online, but often discover misleading or unreliable information and advice.
In order to avoid that, Concierge offers automatic transfer to the patient’s mailbox of additional reliable materials selected pursuant to diagnosis and parameters gathered in the medical documentation. This means that, even after discharge, patients remain under the care of a virtual assistant providing them with customized information.
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