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Freshworks > Case Studies > Doctaly's Use of Freshchat to Streamline COVID-19 Consultations

Doctaly's Use of Freshchat to Streamline COVID-19 Consultations

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Technology Category
  • Application Infrastructure & Middleware - Data Exchange & Integration
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Education
  • Healthcare & Hospitals
Applicable Functions
  • Quality Assurance
Use Cases
  • Remote Patient Monitoring
  • Time Sensitive Networking
Services
  • System Integration
  • Testing & Certification
About The Customer

Doctaly is an innovative Healthtech solution that emerged in response to the COVID-19 pandemic. The company developed an advanced Remote Patient Monitoring (RPM) system to help ease the demand on healthcare workers. Through this system, Doctaly has helped thousands of patients receive quality medical attention from the comfort of their own homes. The company developed Doctaly Assist, a solution that relied on Freshchat to enable remote consultation with patients. This solution was designed to prioritize high-risk cases while also providing reliable guidance to patients experiencing COVID symptoms.

The Challenge

At the onset of the COVID-19 pandemic, the UK's public health infrastructure and NHS frontline professionals were overwhelmed as patient numbers began to exceed available resources. Doctaly, an innovative Healthtech solution, was faced with the challenge of easing the demand on healthcare workers. The company needed to prioritize high-risk cases while also providing reliable guidance to patients experiencing COVID symptoms. The challenge was twofold: low patient adoption due to app fatigue and maximizing the efficiency of healthcare workers. The company had previously used Intercom and Twilio, but these solutions did not offer the breadth of capabilities needed for the new challenge.

The Solution

To address these challenges, Doctaly developed Doctaly Assist, a solution that relied on Freshchat to enable remote consultation with patients. The company chose Freshchat as their preferred supplier due to its WhatsApp integration and chatbot capabilities. The integration with WhatsApp was key to solving the patient adoption challenge, as it allowed Doctaly to leverage an app that was already on most users' home screens. To boost efficiency, Freshchat’s chatbot conducted an initial assessment of the patient’s condition before a clinician even got involved. The chatbot took the patient through a series of 20 questions designed to understand the severity of their symptoms and capture their medical history. This information was then seamlessly conveyed to a clinician who picked up the thread and got straight to the consultation, saving a lot of time.

Operational Impact

  • The use of Freshchat in Doctaly Assist has been overwhelmingly positive. Patients found the service reassuring, knowing that a doctor was checking on them every day. The system also provided doctors with a degree of flexibility, allowing them to work at home, out of office hours, and fit it in around other commitments. This different approach to consulting was so popular among healthcare professionals that Doctaly was oversubscribed, with clinicians volunteering to do more sessions. The system has been instrumental in optimizing the use of NHS resources at the height of the COVID-19 pandemic, preventing countless unnecessary ambulance calls and trips to A&E, while ensuring that high-risk patients get to hospital quicker than they otherwise might have.

Quantitative Benefit

  • Completed over 15,000 assessments

  • 90% patient engagement

  • Reduced consultation time from 25 minutes to 4 minutes

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