How can we enhance clinical and operational excellence, while providing a differentiated quality of life for our healthcare patients?

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How can we enhance clinical and operational excellence, while providing a differentiated quality of life for our healthcare patients?

Asked at Oscar Health in the past year

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Aditi Bhalla · Answer 1 · 2023-07-27T22:58:19+0000

Clarifying Questions

Are we considering only Patient as a user or we are looking towards other user as well? Patient
Do we have any exisiting manual flow or feature which we are looking to automate / improve? No
Is it fine If I consider the generic operational task like Patient Diagnosis, finding Physicians etc. to improve? Yes

User Persona(Patient/Care Giver)

Age: 25 - 40 Years

Gender: Female

Profession: Software Engineer

Customer Needs

Getting Diagnosis(Treatment and preventive measures) by entering symptoms and illness.
Easy to find Physicians
Easy to Schedule Appointments
Easy to answer prescription related question
Seamlessly getting the pre-Authorization from Insurance.
Patient ignores the recommended prescribed drugs for his illness.
Patient living in an isolated localty doesn't receive a proper health care.
Missed Vaccinations and Boosters
Skipped Health Screening

Priortized Needs

Customer Needs	Impact	Complexity
Getting Diagnosis(Treatment and preventive measures) by entering symptoms and illness.	High	Medium
Easy to find Physicians	High	Medium
Easy to Schedule Appointments	High	Medium
Easy to answer prescription related question	High	Medium
Seamlessly getting the pre-Authorization from Insurance	Medium	High
Patient ignores the recommended prescribed drugs for his illness.	High	Low
Patient living in an isolated localty doesn't receive a proper health care	High	Medium
Missed Vaccinations and Boosters	High	Low
Skipped Health Screening	High	Low

I would pick the problems with High Impact and Low/Medium Complexity.

Solution

Problem	Solution
Getting Diagnosis(Treatment and preventive measures) by entering symptoms and illness.	Chat Bot for Diagnosing And Treating Patients
Easy to find Physicians	ChatBot for finding Physicians according to the location and Insurance Covered.
Easy to Schedule Appointments	ChatBot For easily checking the available slots with preferred Doctor and helping the Patient to easily Schedule the Appointments .
Easy to answer prescription related question	ChatBot for easily solving any prescription related query.
Patient ignores the recommended prescribed drugs for his illness.	Sending InApp, Mobile, Smartwatch and Email Notification on the scheduled time set for taking prescriptions.
Patient living in an isolated localty doesn't receive a proper health care	Provision to have video consultation with Physician. Provision to get Home Delivery for Prescribed Medicine
Missed Vaccinations and Boosters	Sending InApp, Mobile, Smartwatch and Email Notification on the scheduled time set for Vaccinations and Boosters
Skipped Health Screening	Sending InApp, Mobile, Smartwatch and Email Notification on the scheduled time set for Health Screening

Priortized Solution

Solution	Impact	Complexity	Priority	Dependency
Chat Bot for Diagnosing And Treating Patients	High	Medium	Must Have	Research on the Chatbots API works on Convolutional neural Network that could analyze thousand of images from public data and patient medical records to identify pattern enabling them to quickly and accurately diagnosis diseases.
ChatBot for finding Physicians according to the location and Insurance Covered.	High	Medium	Must Have	Research on the Chatbots API works on Recommendation system using neural network based algorithm which could fit the business need.
ChatBot For easily checking the available slots with preferred Doctor and helping the Patient to easily Schedule the Appointments .	High	Medium	Must Have	Research on the Chatbots API
ChatBot for easily solving any prescription related query.	High	Medium	Must Have	Research on the Chatbots API
Sending InApp, Mobile, Smartwatch and Email Notification on the scheduled time set for taking prescriptions.	High	Medium	Must Have	Reserach on any technical Constraints
Provision to have video consultation with Physician. Provision to get Home Delivery for Prescribed Medicine	High	Medium	Must Have	Reserach on any technical Constraints
Sending InApp, Mobile, Smartwatch and Email Notification on the scheduled time set for Vaccinations and Boosters	High	Medium	Must Have	Research on Technical Constraint
Sending InApp, Mobile, Smartwatch and Email Notification on the scheduled time set for Health Screening	High	Medium	Must Have	Research on Technical Constraint

As Every Solution is important to cover to give the patient an easy life. I would like to split the above solutions into three themes, ChatBot, Notifications and Home Care. I would Like to pick the Notifications in first Realease, Chat Bot in second Release and Home Care in Third Release

Metric

Growth Rate in % of new signups on monthly basis.

% of reduced churn rate on monthly basis.

Growth Rate in Average App usage per patient per day

% of Reduced Patient Complaints on monthly basis

% of Reduced Missed Health Screening on Monthly basis

% of reduced Missed Vaccinations and Boosters on monthly basis.

% of reduced Missed Prescriptions Refill on Monthly basis.

Summarize

Goals	Product which could improve clinical and operational excellence for Patients
Needs	Seamlessly automated all the health care services.
Solution	ChatBot, Notifications and Home Care
Next Steps	Seamlessly getting the pre-Authorization from Insurance