April 2017

Empowering Medical Traveller with Seamless Care

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The idea of India Virtual Hospital (IVH) was born to create an organised and professional process of decision-making by empowering patients with the right and relevant information and facilitating them at every step for smooth and seamless patient care experience, says Swadeep Srivastava, Founder & Managing Partner, India Virtual Hospital, in conversation with Elets News Network (ENN).

How did you come up with the idea of India Virtual Hospital (IVH)? What is the vision behind it?
In my 20 years of professional career in healthcare sector, there have been numerous cases, probably 10- 12 cases every month, where people have approached me, especially medical travellers, to seek guidance and advice to select the right doctor and treatment in Delhi. Due to lack of credible information and trust on the existing referral system, every month several patients go back home unsatisfied because of bad experience in their whole patient journey.
Hence, the idea of India Virtual Hospital (IVH) was born to create an organised and professional process of decision-making by empowering patients with right and relevant information and facilitating them at every step for smooth and seamless patient care experience. IVH is a tech-enabled specialised medical concierge service addressing the needs of medical travellers (domestic and international) looking for quality medical treatments in Indian hospitals and health care centres.

“IVH has a robust technology along with a state-of-art specially designed hybrid mobile app which comes with dual interface, one for the channel partners/ IVH patient care partners and the second one for the patients and their families.”

Gaurav Pandey
Co-Founder & Lead, IT & Technology, India Virtual Hospital

How does IVH help patients map their medical travel plan as per their needs?
A medical traveller or his family member has to just call us at our health line number 09999-668-222 or visit our website, www.IndiaVirtualHospital. com, to inform about his tertiary care treatment requirement. Thereafter, the IVH team takes over either through tele-consultation or the Patient Care Champion (PCC) enrolled under our Expanded Patient Care Programme who works as a caregiver to patients in their city. IVH PCP is backed by our robust module of ‘Patient Education’ and counselling programme run by our in-house doctors and patient counsellors. He is aptly supported by our five core services: IVH Expert, IVH Health Assistance, IVH Concierge, IVH Patient Education and IVH Recovery Assistance.
All the patient’s queries are responded in a neutral and unbiased way helping him to make an informed decision through multiple options of doctors, hospitals & their costs in the comfort of his home. Once the patient has decided, he is further given a choice to speak to the selected doctor or his team member for any query to make him more confident and aware of his choice and his ensuing treatment journey. Once a patient lands in Delhi, he is attended by IVH health assistant and concierge professional and is guided through the whole patient journey till he is discharged and heads back home. Each step of services is going to be integrated on our specially designed hybrid mobile app which comes with Dual Interface, one for the Channel Partners/ IVH Patient Care Partners (IVH Care Giver App) & the second one for the Patients & their Families (IVH Care Seeker App).
IVH PCC through the app plays an important role in maintaining continuity of care. For international medical travellers, we have also added value-additions like free yoga for patient and family, Ayurveda and other AYUSH therapy options.

“There are glaring gaps in the patient care services that leave patients and their care at a disadvantage leading to sub optimal services and low patient satisfaction level. The services of India Virtual Hospital are game changer in the healthcare industry of India as it empowers patients at every stage of their journey. The whole objective of IVH is to provide seamless and smooth experience to patients and their family members, right from the diagnosis to treatment to follow-up stage.”

Dr Jatinder Kumar
Medical Advisor, India Virtual Hospital

“Information is power. IVH Patient Education Series strive to create an organised and professional process of ‘decision-making’ by empowering patients with the right and relevant information in an unbiased and neutral way and facilitating them at every step for smooth and seamless patient care experience.”

Rai Umraopati Ray
Co-Founder & Lead, Patient Education, India Virtual Hospital

What kind of an impact do you see post IVH?
It is too early to say that we have already created an impact. But for sure, our objective at IVH is to create an impact on the medical travelers decision making, treatment seeking and treatment experience process by working with them closely at each level. We have for the first time introduced a concept of Patient Happiness Index, which is calculated by adding up feedback of the patient at all the five levels of our support and intervention which becomes a parameter to judge the success of our care module.

 

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