As we experienced a growth in overall call volumes, we have also maintained high levels of our key performance indicators.
From the calls received, 88% were answered in under 2 minutes and a 100% were answered in less than 15 mins. With the introduction of an appointment booking service this would reduce substantially, while wait times are eliminated.
87% of the cases were managed by the Health at Hand doctors while 13% were referred to specialists, GPs or to the ER. In consultations where an eRx was issued, 99% of the patients received theirs within 10 mins of the consultation completion.
Members have highly rated our doctors and the call experience giving them an average of 4.9 and 4.8 out of 5.0, respectively.
The top 10 conditions that were successfully managed by our doctors are:
- Acute upper respiratory infection, unspecified
- COVID-19
- Essential (primary) hypertension
- Low back pain
- Type 2 diabetes mellitus without complications
- Gastro-esophageal reflux disease without esophagitis
- Urinary tract infection, site not specified
- Headache
- Infectious gastroenteritis and colitis, unspecified
- Cervicalgia
The Heath at Hand team continues to grow
In response to a steady year on year growth in consultations coupled with the launch of new services, we are pleased to welcome new team members to the HAH family. The HAH medical team now consists of eight doctors and three nurses. Our new and dedicated team of nurses and patient coordinators support our doctors to simplify and enhance the patient journey while enabling our doctors to spend more quality time with patients.
With a growing team, we are excited about introducing more services in the near future including a disease management program and nurse triage, among others.
Launch of Connected Health
The year kicked off with the introduction of ‘Connected Health’, a first-of-its-kind product launched in conjunction with Nextcare. Connected Health prioritizes primary care in a member’s healthcare journey.
With Connected health a member will, at their preferred time, first speak to a doctor at Health at Hand from the convenience of their home. The doctors can effectively diagnose conditions and refer members to a specialist, order lab tests and prescribe medications, as needed.
Home collection of lab tests and home delivery of any medication is also facilitated in this process, making the members healthcare journey convenient and simple.
A large number of members have embraced Connected Health, providing positive feedback about the convenience, easy access to doctors, medication delivery and time saved.
Health at Hand services now in Abu Dhabi
By signing a strategic partnership with Abu Dhabi based telehealth company, Alma Health, Health at Hand now offers teleconsultations in all 7 Emirates. Through this partnership, all Health at Hand members with Abu Dhabi residence visas will now have access to teleconsultations, while maintaining the same user experience enjoyed by all other members for the last 3 years.
Alma Health is a Department of Health licensed digital healthcare provider that offers a complete digital experience from virtual doctor consultations to prescription delivery – making them an ideal partner to support the expansion of Health at Hand throughout the UAE
At home collection of lab tests
To complement our telehealth services and enhance member journey, we partnered with Aster Home Care to provide home collection of lab tests for all members.
With this service activated, if a lab test is requested at the end of the teleconsultation, members can opt to have the samples collected in the privacy of their home or visit any lab in their network. The test results are electronically sent to the consulting Health at Hand doctor who will then discuss the test results and next steps with the member. This enables members to complete their healthcare journey conveniently and from the comfort of their homes.
The first phase of this project covers members based in Dubai with plans to expand the services to other Emirates very soon.
Appointment booking service launched
All members can now book their preferred date and time via the app or the dedicated phone line (where applicable). The service enables members to book appointments up to two weeks in advance and enjoy zero waiting time. With this service we have increased the number of consultations across the 7 days that our clinic is open.
The appointment service has been well received with a promising number of users adopting the service and expressing satisfaction with the reduced waiting time and the availability of appointment slots at convenient times.
Based on feedback received, we will be introducing gender and language selection in the appointment booking process in the future.
Phone consultations launched in Egypt
Health at Hand has introduced a new way for Nextcare members in Egypt to access teleconsultation services. In addition to the video consultation service, members can now choose to have consultations via a phone call.
Accessing this service on the app will initiate a phone call that will connect members to a doctor. Alternatively members can call in via a dedicated phone line. The new service is set to enhance the convenience and access for all members in Egypt.
