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How can WhatsApp business API be used efficiently in Healthcare? | Authkey.io

Category Whatsapp business API Posted On 2023-02-14 11:30:44

How can WhatsApp be used efficiently in Healthcare?

The advancement of digital communication plays a crucial role in the management of healthcare. With the increasing demand for exceptional medical services, telehealth solutions have become a necessity. Hospitals have embraced the use of WhatsApp as a means of providing top-notch service to their patients.

For example, UMP Healthcare Holdings Limited recently introduced a WhatsApp appointment system that streamlines the process for patients. This system allows customers to conveniently access their medical reports and schedule appointments via WhatsApp messages, thereby reducing the workload for hospital staff.

Now, lets explore the various ways in which medical institutions are leveraging WhatsApp to enhance healthcare services.

Healthcare WhatsApp Challenge

It is essential to address the limitations and challenges that come with incorporating WhatsApp into healthcare services. Understanding these hurdles can help healthcare organizations effectively utilize the platform to improve patient experience and outcomes.

The traditional methods of hospital operations are no longer sufficient in meeting the growing demand for accessible and high-quality healthcare services. People want to avoid the inconvenience and potential barriers of in-person interactions when seeking medical attention.

Customers commonly schedule appointments for check-ups through phone calls or internet-based tools. However, these methods do not allow for real-time follow-up questions, making it difficult for patients to fully understand their medical conditions. Additionally, it can be challenging for patients to accurately record their physical examination results over the phone, as call volume can result in long wait times to speak with a live representative.

WhatsApp in Healthcare: The Solution

WhatsApp offers a solution to the challenges faced in traditional healthcare practices. By incorporating the platform into medical services, patients can receive prompt and accessible care while reducing the burden on hospital staff.

The use of WhatsApp enables patients to easily schedule appointments, receive and review medical reports, and ask follow-up questions in real-time through messaging. This not only improves the overall patient experience but also increases efficiency for healthcare providers, as they can handle multiple patient inquiries simultaneously.

Overall, the integration of WhatsApp into healthcare can help address the demand for accessible and high-quality medical services, providing a more convenient and efficient way for patients to receive care.

Today, WhatsApp simplifies the patient journey by providing a more straightforward and accessible approach to healthcare. Its Business features offer numerous benefits to the industry, including speed and accuracy.

The World Health Organization (WHO) has partnered with WhatsApp to raise awareness about COVID-19. Patients can use the platform to receive the latest information and news, identify symptoms, and learn about preventative measures.

A research article published in the Israel Journal of Health Policy Research found that 95.7% of medical specialists and 60.7% of physical care physicians reported a decrease in the need for in-person appointments due to the use of WhatsApp.

Given its status as the most widely used messaging platform, it is imperative for hospitals to adopt WhatsApp. However, simply using a standard WhatsApp account will not suffice. Instead, hospitals should utilize the WhatsApp Business API to fully utilize the platforms capabilities in healthcare.

WhatsApp Business API for the healthcare industry

WhatsApp chatbot for Healthcare

Providing swift and efficient assistance to patients in need has never been easier, thanks to the implementation of WhatsApp chatbots. These innovative tools can significantly reduce the amount of time, money, and hassle associated with the provision of medical care.

Hospitals can leverage the power of WhatsApp to reach a larger audience by deploying chatbots that help individuals locate medical facilities and retrieve information about various wards. By automating conversations through the popular messaging platform, hospitals can expand their reach and provide a more comprehensive level of support.

The healthcare sector can benefit greatly from the widespread usage of WhatsApp by using chatbots to interact with stakeholders in a more personal and effective manner. These chatbots are equipped with algorithms that enable them to understand and respond to user behavior, providing a truly individualized customer experience.

By employing well-designed chatbots, hospitals can offer patients a deeper and more personalized experience, delivering a range of valuable services and information. From facilitating access to medical facilities to providing up-to-date ward information, the benefits of WhatsApp chatbots in healthcare are truly numerous.

Automate appointment scheduling with a chatbot

Patients can take advantage of the convenience of a WhatsApp chatbot to schedule appointments with ease. The chatbot can guide patients to the appropriate department or doctor within the hospital, making the process of scheduling appointments for consultations, checkups, and more, a breeze.

Moreover, the use of WhatsApp chatbots can also help eliminate the frustration of missed appointments. These chatbots can provide timely reminders and confirmations, ensuring that patients are aware of their appointments and the necessary details.

A great example of this is the Hong Kong-based UMP Healthcare and their WhatsApp reservation system, which was developed by WATI (WhatsApp Team Inbox), the official partner of WhatsApp. This system allows customers to receive information about physical exams and make appointment requests by simply entering numbers and providing contact information. The customer service team then confirms the booking within 24 hours.

This eliminates the need for customers to wait on hold for a call and instead, they can communicate with the hospital through WhatsApp messages, allowing the front-line staff in the call center to focus on more pressing issues.

Additionally, the chatbot only sends pre-set questions with canned answers, which makes it easy for consumers to complete their queries. The data collected through these interactions can also be utilized for consultations, providing a more streamlined and efficient process for both patients and hospitals.

Medical data collection

The use of WhatsApp chatbots in healthcare can also streamline the registration process for patients. Hospitals can request patients to fill in their information through WhatsApp, allowing for a faster check-in when they arrive at the clinic. This minimizes the waiting time and provides a smoother experience for patients.

Hospitals can utilize the WhatsApp Business API to design a variety of customer inquiry processes. Before starting the conversation, the chatbot will prompt users to agree to terms and conditions, making sure that they are aware that they may need to disclose personal information during the process.

One excellent application of this technology is in the area of symptom evaluation. By allowing patients to provide information and communicate with healthcare providers through WhatsApp, the process of evaluating symptoms and determining the best course of action can be greatly streamlined.

Overall, the use of WhatsApp chatbots in healthcare has the potential to revolutionize the way that hospitals interact with patients and provide care. From scheduling appointments to symptom evaluation, these chatbots can improve the experience for patients and healthcare providers alike.

Symptom evaluation

Patients can now leverage their smartphones or any other device to communicate their symptoms to chatbots, who can then provide recommendations for a specialist or doctor based on the symptoms described. This eliminates the need for patients to reach out to medical professionals for clarification, and also helps build trust between patients and doctors, as well as generating new leads.

The next frontier in this space is to explore the potential for record-keeping of patient information for future evaluation.

Maintaining Patient health records accessible 

For doctors and hospital staff, accessing a patients medical records can be a challenging task. However, with the help of WhatsApp Business, doctors can quickly obtain all relevant patient information. By integrating the WhatsApp Business API with third-party technologies, healthcare organizations can securely store patient medical data, enabling doctors to provide timely and effective care to their patients.

Providing medical info & alerts

Hospitals can now effectively communicate test results to patients through a WhatsApp chatbot. This allows patients to manage their time more efficiently by avoiding the need to physically travel to the center to obtain their reports. The chatbot also provides patients with the ability to schedule tests, view pending reports, and request reports as needed.

By providing individualized and prompt responses, healthcare organizations can develop strong relationships with their patients, resulting in increased customer satisfaction and brand loyalty. Additionally, by sharing tips on self-care, these organizations can further strengthen their connection with their patients.

Health suggestions

The chatbot can effortlessly provide daily health suggestions, such as the importance of exercising, maintaining good hygiene, eating a balanced diet, leading a healthy lifestyle, managing mental health, and practicing good sleep habits, among others.

By sharing health tips and encouraging people to lead healthier lifestyles, healthcare organizations can increase the value of their brand and make a positive impact on the lives of their patients. Additionally, the chatbot can also offer online counseling services, as previously discussed in regards to mental health.

Counseling services for mental health issues

WhatsApp can be a valuable tool for providing counseling services for mental health issues, particularly for outpatients or individuals who live in remote areas. With the help of the WhatsApp Business API, multiple doctors can easily offer counseling services and provide prompt assistance in emergency situations.

Moreover, patients can use WhatsApp to openly express their struggles, making it a valuable resource for those who may have difficulty speaking in person or opening up to unfamiliar individuals.

Healthcare insurance & Payment guidance

Healthcare payments and insurance claims are closely related, and the use of a WhatsApp chatbot can make this process much simpler and more efficient for patients. Patients can now make online payments while scheduling appointments with a doctor, streamlining the previously complicated and time-consuming procedure.

Additionally, navigating insurance often involves a significant amount of paperwork, receipts, and inquiries. The WhatsApp chatbot can provide quick answers to patient questions and even allows patients to upload required documents by taking pictures and uploading them through the chat.

Collaboration within the hospital staff

The use of a WhatsApp chatbot for healthcare can also be beneficial for hospital staff. For instance, they can easily retrieve information regarding the availability or status of equipment, wheelchairs, oxygen cylinders, and other items by making a simple inquiry through the chatbot.

Feedback from patients

Hospitals receive a high volume of calls on a daily basis, many of which are complaints. With the help of a chatbot, these queries can be efficiently handled, documented, and resolved. The chatbot can provide relevant information to patients, transfer calls to the appropriate department, and even gather feedback.

For more complex questions, the chatbot can forward them to live agents or support teams for further investigation and resolution. Patients can also access a history of previous discussions and any relevant information shared on WhatsApp.

Easy chatbot-human handover

The seamless chatbot-to-human handover capability allows customer care representatives to address complex questions or concerns as needed. This feature enables doctors to attend to patients with specialized questions, freeing them up from spending hours answering routine inquiries that do not require their expertise.

WhatsApp for Healthcare policies

WhatsApp imposes strict regulations when it comes to conducting business on its platform. As a result, it is crucial to be mindful of the following WhatsApp Business and Commerce policies to avoid any violations.

The use of WhatsApp Business by companies whose main line of business is selling medical products is strictly prohibited by WhatsApp's commerce policy. Pharmacies and businesses are not authorized to promote or sell medical equipment, medications, or other related products through WhatsApp.

However, some pharmacies may still be allowed to conduct business on WhatsApp if they have a separate clinical laboratory or patient care services and abide by the following guidelines:

  • The type of medical service provided must be clearly specified in the WhatsApp business account (e.g., clinic, laboratory, vaccines, testing, diagnosis center)

  • The website must display the provision of medical services, such as administering vaccinations and any form of medical testing.

The sale of any type of supplement is not permitted on WhatsApp, whether through the catalog, chat threads, business profiles, or message templates.

Please note that due to the stringent legal restrictions surrounding health data, medical care providers in the United States or France cannot utilize WhatsApp services as it does not comply with the US HIPAA Act and the EUs GDPR.

Challenges of record-keeping and data storage

Using WhatsApp for healthcare can present some challenges when it comes to record-keeping and data storage. Here are a few challenges to consider:

  • Security and privacy concerns: WhatsApp is not designed specifically for healthcare and does not have the same level of security and privacy measures as electronic health record (EHR) systems. There is a risk that sensitive health information could be intercepted or accessed by unauthorized parties.

  • Lack of integration with EHRs: WhatsApp is not integrated with EHR systems, which can make it difficult to maintain an up-to-date, complete record of a patients health history.

  • Incomplete data: When information is communicated via WhatsApp, it is possible that important details may be omitted or lost, leading to incomplete records.

  • Difficulty in tracking data: WhatsApp does not have a centralized system for storing and tracking information, which can make it challenging to find and retrieve information when needed.

  • Compliance with regulations: Healthcare providers must comply with regulations such as the Health Insurance Portability and Accountability Act (HIPAA) when storing and transmitting patient health information. WhatsApp may not meet these regulations, and healthcare providers could face legal consequences if they use it to store and share patient information.

Conclusion

Using tools like WhatsApp for healthcare can help providers to communicate more efficiently, reduce errors, and ultimately improve patient outcomes. However, its essential to ensure that the use of these tools complies with privacy and security regulations, such as HIPAA in the US.

For example, WhatsApp can be used for secure communication between healthcare providers, to coordinate patient care, share test results, and keep patients informed of their treatment plans. It can also be used for telemedicine consultations, where patients can receive medical advice from their healthcare provider remotely.

By using a secure and encrypted platform like WhatsApp, healthcare providers can ensure that patient information is protected and only accessible to authorized personnel. This can help to build trust with patients and provide a more seamless and convenient healthcare experience.

In conclusion, using WhatsApp for healthcare can be a valuable tool for improving communication and patient care. However, its important to consider privacy and security regulations and ensure that the platform is being used appropriately.

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Written by
Pankaj Singh
Tech, SEO & Marketing

Enthusiast

Tags: Whatsapp business API