Patients can access every relevant healthcare services including doctors, pharmacies (and pharmacists), lab data and insurers through the MyDoc. It simplifies the process creating efficiency for patients and providers.
The Digital Insurer’s Asian start-up Insurtech award
Overview | An inefficient industry
The process of accessing and managing your healthcare can be a long and laborious journey for patients. With a multitude of related but unaffiliated healthcare services requiring attention and time, patients are often left confused and mismanage their healthcare. For millions of people, insurance is part of this process; claim submissions and managing policies can be confusing, especially for those receiving care from unaffiliated hospitals or clinics, or requiring specialist care not clearly defined in their policies.
These multiple points of access for a patient create a higher chance of confusion and error, which can escalate as the process carries on. A solution is required to simplify the process, creating an efficient healthcare system that benefits both the patients and the providers.
Solution | Enter MyDoc
These issues led to the development of MyDoc by two medical professionals in Singapore. Taking into account their own personal experience
and knowledge of the industry, Dr Snehal Patel and Dr Vas Metapulle built a mobile and web platform called MyDoc.
Realising that the platform was only a part of the solution, they focused on building a comprehensive network of healthcare services that formed a patient’s care coordination team. This generally refers to the complete care team a patient will require to manage their healthcare: doctors, pharmacies (and pharmacists), lab data and insurers.
Simply put, patients can now access every relevant healthcare service through the MyDoc platform on
either their mobile phone or computer. The consolidated platform ensures easy coordination by providing patients with a single and easy-to-use single point of access. This reduces the chance of human error, centralizes all your relevant healthcare information onto one platform and ensures that patients get the best quality healthcare through specially curated healthcare professional panels.
Insurance | Digital Health Insurance Products
Realising the issues that impact the healthcare industry also impact health insurance, MyDoc developed insurer-specific products and services to integrate the insurance aspect seamlessly onto the MyDoc platform.
Digital health solutions offer insurers unique and value-added services their customers can use. By building MyDoc services into existing insurer packages, insurers can efficiently track and manage patient utilization to more efficiently bill patients without having to waste man hours through a manual billing process that is also prone to human
error on both sides.
One of MyDoc’s key insurer products is the ‘Digital Concierge’ service. This offers insurers a ready-made platform for their triage service to efficiently manage policy holder claims, patient queries and even connect patients directly to insurer-specific medical professionals through MyDoc. This ready-made and technologically-advanced solution offers insurers a customized branded page within MyDoc so their policy-holders recognize their trusted provider and make use of their services to manage their claims and receive medical care and
AXA Group on MyDoc
AXA Insurance in Singapore partnered with MyDoc1 to launch the first such service in Asia. The service provides policy holders with easy and direct digital access to AXA’s triage system and medical professionals. AXA benefits from this system, which enables easy tracking and rostering for healthcare professionals as well as a cost effective alternative to traditional care. MyDoc also ensures secure messaging and the ability to track the service, providing data for AXA to bill easily.
Next Steps | Technology and the path forward
As part of their role to drive digital healthcare innovation in the region, MyDoc is focused on creating extra value and perfecting their service. MyDoc will be incorporating robot technology (‘bots’) into services like ‘Digital Concierge’ to ensure more effective and engaging experiences for both patients and healthcare providers.
The MyDoc bots can be branded and utilize the content developed by the brand to further engage existing customers and to broaden customer reach and acquisition. The bots help identify patient requests and filter users to specific groups, making it easy to provide the relevant information and services easily. Insurers can even utilize the bots to filter users by policy, query type and even existing vs potential policy holders. This will reduce staff-hours required by customer service or triage systems, as well better engage customers by providing a customized experience for users.
Results | Measurement and Success
MyDoc has shown a significant improvement over traditional healthcare methods when it comes to engaging patients and encouraging usage. By providing a digital service, MyDoc can easily track progress for clients and help create more effective engagement.
• Health screening follow-up
o Traditional health screening: 10% follow-up rate
o MyDoc health screening: 40% up to 85% follow-up rate2
• AXA Insurance and MyDoc partnership
o Telehealth utilization rate: 0.9% – 1.4%3
o MyDoc utilization rate: 2.44%
• Travel & waiting time at hospitals/clinics
o Traditional consultation: 1.5 to 2. Hours on average4
o MyDoc consultations: pre-booked and no waiting or travel time
Summary | Digital Healthcare 2.0
With the global digital healthcare industry currently valued at approximately US$77 billion and Asia Pacific being the fastest growing region5, there is still significant room to grow. Traditional insurance packages and healthcare are slowly losing ground to integrated insurance packages that incorporate digital health products. MyDoc is leading the digital healthcare revolution in Asia,
along with partners like AXA Insurance, who are incorporating digital health solutions into insurance packages. Together with such partners, MyDoc is driving the Southeast Asian industry forward, while ensuring that quality and security are of the highest standards.
2 Based on internal MyDoc data from health screenings
3 Based on public information about Teladoc; https://rockhealth.com/deconstructing-teladoc-ipo-s-1/
4 Singapore-specific estimations on time spent traveling and waiting at clinics
5 Global Digital Health Market https://www.psmarketresearch.com/press-release/global-digital-health-market