Omnichannel Rare Diseases Healthcare Platform

Many pharmaceutical companies and clinics are now focused on developing life-changing treatments for the 400 million patients affected by rare diseases. 

Rare disease patients often face significant challenges such as difficulty in finding accurate information about their conditions, lack of access to appropriate treatment, and limited opportunities to connect with healthcare providers.  Furthermore, Challenges also include frequent patient misdiagnoses, limited visibility into specialty pharmacy fulfillment, and a lack of awareness about rare disease symptoms and treatments. These challenges can lead to a lack of trust between patients and healthcare providers (HCPs) and can result in patients feeling isolated and unsupported. 

The healthcare pharmaceutical companies know that there are a lot of rare disease patients who are currently with doctors whom the healthcare pharmaceutical companies don't usually contact them. How can healthcare pharmaceutical companies find these doctors and patients and make them aware of the new products? How can they share the promising data sources that can help identify potential prescribers? How the scientist analyzes the data and builds an algorithm to identify the right kind of doctors and patients to target with a medication awareness and rare disease campaign?

For healthcare pharmaceutical companies teams in this space, need a deeper understanding of the patient journey which is key to getting medicines to patients efficiently. To navigate these complex launch dynamics with agility, new rare disease entrants require an Omnichannel healthcare platform and a data-driven understanding of the patient journey. 

The existing digital tools for addressing challenges rare disease patients encounter such as patient portals, mobile apps, and virtual visits and their respective roles. For example, patient portals provide patients with access to their medical records, test results, and other important information. Mobile apps, on the other hand, enable patients to track their symptoms, receive medication reminders, and connect with healthcare providers. 

However, these digital tools utilize modes of interaction independently that are not integrated into all means of communication in a unified manner, resulting in a hassle patient journey. Finally, these digital platforms do not work collaboratively and are not linked to each other between the healthcare institution. Doctors and patients don't know what exists in the pharmaceutical industry and these industries don't know the needs of doctors and patients

We equip a network of rare disease rare diseases hospitals(Doctors and Patients)  and healthcare pharmaceutical companies teams with a collaborative and integrated Omnichannel technology platform among each other. The ultimate goal is to eliminate the burdens of rare diseases for patients, and families and decrease carbon footprints in the rare disease healthcare space. We are re-crafting the digital platform and engagement approach to better leverage our knowledge of and relationships with patient communities, Doctors, and healthcare pharmaceutical companies teams in rare diseases.

The collaborative and integrated Omnichannel healthcare platform is a patient-centric technology platform that blends various touchpoints and channels to provide a seamless, consistent, and convenient omnichannel patient experience. It leverages data and technology to extend and offer personalized treatment to patients, wherever they may be.

The collaborative and integrated Omnichannel is the provision of health and social services across multiple channels. It encompasses a mixture of face-to-face, secure messaging on the web, text, chat, and email, as well as via video and phone consultations, self-management tools, and access to information, such as test results between rare diseases hospitals(Doctors and Patients)  and healthcare pharmaceutical companies teams

Enabling this is back end systems and digital tools that allow the coordination and consistency of information, providing health rare diseases hospitals(Doctors and Patients)  and healthcare pharmaceutical companies teams with a fluid, seamless experience across the continuum of care.

Unlike multichannel healthcare—which utilizes modes of interaction independently— omnichannel healthcare integrates all means of communication in a unified manner, resulting in a hassle-free patient journey between rare diseases hospitals(Doctors and Patients)  and healthcare pharmaceutical companies teams. 

The collaborative and integrated Omnichannel care between the providers is a patient-centric approach associated with improved engagement and participation in health care and enhanced consumer satisfaction and experience of services. Patients are empowered to be experts in their care, determining how and when they interact with providers, using their preferred channels. An omnichannel approach offers considerable benefits for health and social systems. 

Today, rare disease patients have a variety of ways to access healthcare through different health technologies such as health-monitoring apps, social media, and even virtual reality. But easy accessibility is only one of the many benefits omnichannel healthcare brings. Our solution will then serve the following to  improve rare disease healthcare:

•   Sustainability of Resources: Omnichannel Rare Diseases Healthcare Platform improved sustainability through a reduction in the use of resources. We focus principally on rare disease patients, caregivers, and communities and on connecting them with other key stakeholders that can help drive progress in their condition area and across rare diseases.

• Rare disease Patients:  A health provider can make various communications touchpoints available to patients, increasing omnichannel patient engagement improves patient journeys.  This, in turn, leads to better patient outcomes. Omnichannel healthcare also makes wellness convenient, as a user can choose to access health services in the easiest way possible without using unfamiliar tools. Through telehealth, patients potentially eliminate the need to travel. Finally, implementing multiple communication channels also means serving more people at a time, resulting in faster queues and wait times.

• Rare disease Healthcare providers. Omnichannel Rare Diseases Healthcare Platform reduces a health facility’s costs by streamlining the touchpoints between patient and care provider. Remote consultations save patients money and time as they don’t have to leave their homes. At the same time, constant and proactive communication with health providers can help patients avoid medical complications and expensive treatment.
• The healthcare pharmaceutical companies: will see the results of how many more doctors, and patients and identifies new target audiences to pass to the digital programs to raise awareness for the new medications.
• Strengthen data gathering & analysis Not only does Omnichannel Rare Diseases Healthcare Platform provide a better overall healthcare customer experience, but also offers an opportunity for providers to build a database of valuable information. Experts can analyze this data and glean insights into giving patients better, more personalized care. By learning clients’ behavior and health history, medical professionals can improve and tailor-fit the recommendations and treatment they provide, likely making them more effective.

Our management team is made up of young professionals with backgrounds in rare diseases nursing, informatics, finance, and more. Our team is user-centric - our tech is built from operational experience in the healthcare sector, and we are our own first customer.

Our team connects, empowers, and inspires the rare disease community, with the ultimate goal of eliminating the burdens of rare diseases for patients and families everywhere. We provide hope and direction for the more than 400 million people affected by rare diseases around the globe. We fulfill our mission by helping patients find and build communities, gain access to information and resources, connect to researchers, clinicians, industry,
government and other stakeholders, share data and experiences and stand up, stand out, and become effective advocates on their own behalf.

Technology: As we are currently developing the prototype platform, mentoring from someone with technical expertise including ocollaborative and integrated Omnichannel technology platform, online education and training courses, online community management, and user matching would be critical for our impact.

resource mobilization: Support from MIT SOLVE would enhance our credibility, accelerate our marketing efforts to reach CPH candidates and user parents, and help us raise funds from other sources to make the service affordable to mothers of low-income households.

In Rare Diseases,  The team leader better understands the urgency to deliver medical solutions and develop innovations for the rare disease patient journey. He is passionate about transforming patients’ lives and courageous in his decisions and actions. The team leader actively commits to scientific rigor, unassailable ethics, and access to medical innovations. We do this today to build a better tomorrow. Data-driven is collaborative and integrated Omnichannel technology platformis a crucial pillar of strategy to deliver meaningful experiences to our rare disease patients. The usage of data as a strategic asset can deliver deep insights as well as precision targeting and effectiveness measurement.

Through the collaborative and integrated Omnichannel technology platform, As a team, we actively involved the target population and apply the knowledge of Rare Diseases and the national ecosystem complexity to drive change in patient’s journeys, diagnostic procedures, therapeutic decisions, speed to the right treatment, etc. The team is pivotal in supporting the planning, execution, and operational rollout of the rare disease assets across digital channels.  We drive localization of strategic execution, delivering patient uptake by adopting an omnichannel philosophy with key treatment and referral-targeted providers. 

We adopt the collaborative and integrated Omnichannel technology platformtechnologies to provide rare disease patients with a convenient and coordinated end-to-end healthcare experience that results in better health outcomes, healthier lives, and more time to spend on the things that matter to rare disease patients. We are a different kind of healthcare solution reshaping how rare diseases patients access healthcare services. Our approach bridges the physical and digital divide in health and coordinates care across our service delivery platforms.

Example: Dr. Samwel is conducting a regular checkup with his patient  Mr.Emmanuel who has a long-term condition that is not responding well to the current treatment protocol while examining Mr.Emmanuel, He remembers he received the message from a healthcare pharmaceutical company announcing a  new indication for an immunotherapy drug and thinks might help him after doing a quick search on the drug. He refers Mr. Emmanuel to a specialist with notes suggesting the drug. Mr. Emmanuel will soon get the treatment he needs.

Share findings: Evaluate for benefits and impact of health outcomes
and care, efficiency, and productivity gains across the service, gaps that contribute to a digital divide, and implement mitigations. Report and share
findings with patient care providers, and funders

Educate: Design and Implement consumer and provider education to enhance digital literacy and awareness of available channels and tools. Building the data and digital capacity and contingency considerations to aid societal digital resiliency for services to become a trusted long-term option for care delivery. This makes care in the community a viable reality

Leadership: To Implement an omnichannel product ownership model, to review, optimize, innovate, evaluate, and analyze. Monitor consumer engagement across channels – what are their preferences, customize

communication and enhance experiences through agile development

Co-Design: Co-design consumer personas and journey mapping to understand what channels your consumers want and the touchpoints required. Overlay with governance structures, clinical pathways, and multidisciplinary or multi-professional teams

Unify: Establish new and unify existing channels, with a coordinated and consistent approach to experiences, information, and availability. Interoperability and data quality across channels, facilitate the ability to aggregate data and information for providers at the point of care. For consumers, information should be presented in ways they understand

and via the channels they want to receive it.

We will measure our impact goals as follows:

The number of providers using Omnichannel Platform - The more users of our platform, the more rare diseases patients help to lower the carbon footprint. The provider should implement the following: 

●Use of the system
● System server installation and configuration (for on-premise)
● Omnichannel creation and customization
● Setup of integration to various systems.
● Configuration of questions and responses.
● Escalation Matrix

System Integration
• Ability to integrate with an existing Microsoft Dynamics 365 and Microsoft Dynamics
on-premise using connectors or any other proposed mechanism.
• Ability to interpret payloads from external data sources such as mobile channels, web
portals, WhatsApp Bots, etc.

Training
● Training of staff, support staff, system administrators, and ICT staff
● Training program provided
● Training materials provide

The ability to do analytics to monitor engagement and channel preferences, consumer experiences, health outcomes, performance efficiencies 

The omnichannel approach entwines digital channels with physical methods. It can help healthcare providers reshape their workflows that involve a patient's physical visit, back-office tasks related to a patient, and case management that involves communication with the patient. The merging of two approaches is beneficial in automating workflows, especially where the patient is considered active or where the attendants can do the needful. Here are some of the areas where leveraging omnichannel could help hospitals and healthcare professionals deliver optimized care to patients with the best quality.

 1.    Patient handling - Omnichannel provides a single portal integrating all healthcare needs including patient details, prescriptions, and medical records can help improve the work-life balance, and health and wellness of front-line providers, as well as of support staff.

2.    Communication - Active communication with patients or their immediate attendants through channels such as online medical patient portals, forms, and video sessions while having an actionable workflow framework can positively contribute to patient well-being and help maintain a healthy bottom line. Omnichannel can initiate interactive communication between healthcare providers and patients through several modes, including online electronic forms, video interactions, emails, SMS, and others. Integrating data enables the online availability of prescriptions, lab reports, and home delivery of medicines. It also connects doctors with labs, pharmacies, and insurance companies. These channels are electronic and supplement the patient's physical visit to the facility, thus resulting in a truly satisfying journey that the healthcare providers can use to leverage.

Omnichannel – The future of healthcare

When both healthcare providers and patients have access to relevant data enabling interaction through more channels than one, it enhances their efficiency and effectiveness, improving patient satisfaction. When it comes to customer experience, healthcare is no different from any other industry. The future of healthcare lies in a cost-effective omnichannel model that enables timely care for patients and an efficient operative system for healthcare providers.  

We utilize an Omnichannel platform as part of its digital transformation strategy to enhance the patient experience and harmonize and monitor all customer engagement channels. The Omni Channel approach integrates the different methods of interaction available to customers (e.g. phone, email, social media, physical visit, web, text, chat, as well as video and phone consultations, self-management tools, and access to information, such as test results.etc.). It seeks to provide customers with a seamless experience, whether they're on the website, social media handles, sending an email, or calling by phone.

The Omni Channel platform should be able to support the following functions:
1. Adding stakeholders and Providers
The platform should allow adding of a provider responsible for responding to customer queries and engaging relevant internal stakeholders to resolve patient issues. 
2. Enable Internal Collaboration
The platform should enable collaboration with internal stakeholders to resolve rare disease patient issues.

3. Integrate bots with messaging platforms
The platform should integrate into messaging platforms such as WhatsApp, Instagram, Twitter, LinkedIn, and Facebook Messenger. This will enable faster response to rare disease patients' queries and improve their experience.

5. Personalize the customer experience
The platform will evaluate the rare disease patients' profiles and turn that into a personalized experience. When prospective customers come to get answers about relevant products or services.

6. Implement and Monitor Service Level Agreements: The platform should have to create tickets and track resolution timelines. It provides a dashboard indicating tickets from all channels in various statuses (Open, Resolved, Closed, etc.).

7. The Omni Channel platform should provide a solution to display all the customer queries from the website, social media handles and
WhatsApp number. A chatbot will provide automated answers for FAQs and escalate those that cannot be answered accordingly. The tool will monitor customer engagement on the website, social media handles and
WhatsApp number.

Our Data & Digital team brings trusted expertise to provide best practice solutions, service design, operating models, and stakeholder engagement. We work with Government agencies, PHOs, public and private hospitals and providers and industry providers. Our organization was founded by 2 passionate founders, and two Digital Health experts, three technical volunteers dedicated to leveraging technology to use the Omnichannel Platform to improve the rare diseases patient experience in the process.

We have worked for two years with the use of a human-centered design methodology where ideas are planned, launched, quickly reviewed, and improved. Our innovation culture prioritizes feedback and continuous improvement. We have experience executing and scaling up quality care programs with partners.

The development model was carried out based on a participatory approach through field research and interviews with different health professionals in the different locations visited, taking into account rural and urban areas. 

We are building products and services for the base of the pyramid so it must constantly put the patient in the room when making decisions. As a social business, they ask patients to part with hard-earned quality service, which will only happen if the business performs exactly in line with what people want and need.

our team is made up of people residing in various regions of the country, with different educational and professional backgrounds. The field research, information architecture, prototype design, user experience workflow

 Our plans are to incorporate into our team more people with different profiles, including black people, people with disabilities, and young apprentices to continue the work done so far.

Organizations transitioning to an omnichannel strategy will need to overcome a number of resourcing, platform management, and governance considerations including:
• The time, effort, and resources required to establish omnichannel care
• Transformative change management to ensure applying new technology and processes delivers the desired benefits and outcomes
• How multiple channels will be managed to ensure consistency of messaging, information, and customer experience
• Security and privacy considerations including any potential cyber security risks in a rapidly-evolving landscape
• Procurement approaches that consider omnichannel and interoperability requirements
• Applying new technology and processes to traditional models of care without exploring transformative change can severely limit the benefits that can be reaped

We use a business-minded approach to shape healthcare markets to reduce the costs of lifesaving medications, diagnostics, and other health products in marginalized communities. We sell technical services on the Omnichannel Platform, including design, capacity building, implementation, and evaluation.

The key components of the omnichannel platform service offering are design, training, and follow-up support. The team also captures learnings and innovations from their work to be shared with other practitioners as part of a process of continued investigation, adaptation, and improvement. The services (“product”) offered by us have been developed through our experience on assignments in a wide range of sectors.

We know that donors have an interest in quality service delivery and efficient use of funds and would pay for a tool that improves these components in the service delivery they fund. Rare disease providers have an interest in a tool that can support how their limited funding is spent for the greatest impact and mechanisms that can improve patients' experience. 

 The team has successfully provided a range of services to a number of clients. Additionally, funding from private and public grants has been awarded over the years.